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Order

Where can I enter my discount code?
If you have received a discount code, you can enter this in the first step in the shopping cart. If you look under ‘Discount code’, you can fill out the code and click on “Activate”. Your discount will be automatically calculated into the total amount.

Will the recipient know who sent the gift?
We always send out our gifts “anonymously” to the recipient. If you choose not to put your name on the gift, the recipient will not know who sent it. Would you like the recipient to know who sent him or her a gift? You can always add a free gift card with a personal message and your name!

Where can I find the delivery time for a gift?
The delivery time is mentioned with every gift on our website. You can find this in the general information about the desired gift. For more information about delivery time and shipping costs you can click on “Additional information delivery time and shipping costs”.

A personal gift card?
The gift card is a free service offered to you by YourSurprise. With most of our gifts you can fill out a small gift card with for instance a personal message for the recipient or your name. This can be done in the last step of the personalisation process. If the gift card does not appear in the last step, the free gift card does not come with the desired gift.

How can you order fun gifts from our website?
Find a fun gift and follow the steps indicated to order the gift. With the help of these steps, you can create a unique gift, entirely as you would like it. Once you have gone through all the steps, your unique gift will automatically be placed in your shopping cart. After entering your personal details including the correct delivery address and date, you will reach the payment screen. Here you can select a payment method and complete the transaction. The order is then complete and a confirmation email will be sent to the email address you registered with.

Why didn't I receive a confirmation e-mail?
After placing an order you will receive an order confirmation by mail, this can take a few minutes to be processed. It can also happen that this mail has been marked as 'spam'. If you can't find the confirmation e-mail in your spambox, you can contact us by chat, mail or phone. Have you already paid for your order? Please keep your details at hand, that way we can help you as best as we can!

Can I cancel my order?
If your order status still reads ‘unprocessed’ or ‘on hold’ it may still be possible to cancel your order. To do this, please contact our customer service by phone on the following number: +44 (020) 3318 0348.

What does the e-mail “Would you like to complete order ......” mean?
If you have not completed your order and there is still a gift in your shopping cart, you will receive an e-mail. If you do not wish to complete your order, you can easily remove the item from your shopping cart and you will receive no further messages. This must be done from the same computer as you used to place an item into the shopping cart, otherwise it will not be possible to remove any items.

Payment

How can I pay?
You can use various methods of payment. For a fast delivery you should select a direct payment option: Credit Card, Paypal credit card or Direct eBanking. We will immediately receive your payment and send out your order as soon as possible.

Will I receive an invoice with my order?
Because most of our gifts are sent directly to the recipient, we do not include an invoice with your order. You can print a copy of your invoice using your MySurprise account. If you have chosen to pay on account or by direct transfer, you will automatically receive an invoice with the confirmation e-mail.

Gift Information

Textile care
The textile photo gifts are carefully made with the best possible quality. Handle this product with care according to the guidelines below and we guarantee the product will last a long time.

In the textile photo gifts category, there are two distinct types of textiles:
- White textile to be washed with whites
- colored textile to be washed with similar colors

Printed white textile should be washed as follows:
- Wash at 40°C on the delicate/wool cycle
- Do not tumble dry or dry clean
- Do not use bleach (for colors)
- After washing, iron over the photo to liven up the color (you do not have to iron inside out)

Printed colored textile should be washed as follows:
- Wash at 40°C on the delicate/wool cycle
- Do not tumble dry or dry clean
- Do not use bleach (for colors)
- Do not iron over the photo (iron inside out)

Mysurprise

What is MySurprise?
MySurprise is a personal account service for YourSurprise. The first time you place an order with YourSurprise, you will be requested to provide certain information. This information (email address, name and address) is then saved to a personal account. Next time you place an order with YourSurprise, the information can be retrieved automatically and does not have to be re-entered.

An account allows you to track the payment history and the status of your order 24 hours a day.

All personal information is stored confidentially on the secure server maintained by YourSurprise.co.uk in accordance with the Personal Information Protection Act [Wet Bescherming Persoonsgegevens –WBP].

Logging in
Once you have placed an order with YourSurprise, you can log into MySurprise at any time.

You can login to your account by clicking on the “Order Status” icon which is located at the top left of the page. A new page will appear where you can enter your user name and password. This password will be sent to you per email once you have placed an order. You should keep this email safe so that you can always look up your password.

Once you have entered your user name and password, the login process continues. Once you are logged in, you can view and manage all the details of your MySurprise account. You can also view the status of your orders, whether it be the production, payment or shipping status.

Update details
Your information can be updated at any time, as long as you have first logged into your MySurprise account. Once you have updated your details, you will be asked to check everything before confirmation is given. Once the new information has been confirmed, it will be automatically linked to any new orders in the future.

In order to report and correct any errors with an address or an order, you can get in touch with one of our helpdesk staff members. To see an overview of how you can contact us, please visit the contact page.

How can I remove my account?
You can do this in your MySurprise account. Go to “details” and edit your personal details to remove your account. Select the “Remove account” box and save your settings. Your account will be removed and you will receive no further messages from YourSurprise.com

Order status

Where can I check my order status?
You can check the status of your order in your MySurprise account under ‘Delivery status’. The following labels can be applied to your order:
UNPROCESSED – Your order has been received and will be taken into production as soon as possible.
IN PRODUCTION – Your gift has been taken into production.
COMPLETED – Your order is ready and awaiting shipment.
SENT – Your order is on its way.
ON HOLD – Your order has been put on hold. We will try to take your gift into production as soon as possible. If we have any questions or if we require more information, we will contact you.
PAYMENT ON HOLD – We have not yet received payment for your order.
READY FOR TRANSPORT - Your order is ready and awaiting shipment.
AWAITING DESIGN – You have chosen to personalise your gift at a later moment in time. You can use the link that you have received by e-mail to complete your order.

How can a make a change to my order?
If your order status reads “unprocessed” or “on hold”, it is probably still possible to make a change to your order. You can do this by contacting our customer service by phone. If we are not able to answer your call, you can use your MySurprise account to put your order on hold. Please note: This can only be done if the order status reads “on hold”, “payment on hold”, “unprocessed” or “awaiting design”. Go to “order status” in your MySurprise account, find the right order and click on more>>. Select I would like to change the following (your order will be put on hold) and write your comment in the field below. That way you can let us know exactly what you would like to change about your order. If you wish to use another photo to complete your order, you can send this to us by e-mail.

Can I return my gift if I am not satisfied?
Unfortunately it is not possible to return a personalised gift. If your gift has not been delivered according to your specifications, please contact our customer service. You can reach our customer service by e-mail, chat and phone.

Delivery

When can I expect my gift?
You can find the expected delivery date in the confirmation e-mail sent to your e-mail address. You can also find this if you sign in to your MySurprise account and check under ‘Delivery status'.

Can I track and trace my order?
In the confirmation e-mail for your order, you can find if your gift has been sent by regular mail or by parcel post. If you sign in to your MySurprise account, you can find the track & trace for parcel post under ‘Delivery status’. Unfortunately it is not possible to follow your order if it has been sent by regular mail.

Can I have the gift delivered to another address?
All our gifts can be sent to any specified address. This can also be done in the second step when ordering: Fill out details. Here you can choose to enter another delivery address and even a different country for delivery.

What will happen to my gift if I am not at home to receive it?
If your gift has been sent by regular mail, it will not be a problem if you can’t be at home to receive it. The gift will be posted in your letter box. If your gift has been sent by parcel post, your gift will be delivered to the neighbours or it will be redelivered the following working day. In both cases you will be informed with a note in your letter box.

Will I receive an invoice with my order?
Because most of our gifts are sent directly to the recipient, we do not include an invoice with your order. You can print a copy of your invoice using your MySurprise account. If you have chosen to pay on account or by direct transfer, you will automatically receive an invoice with the confirmation e-mail.

Prices, shipping costs and delivery
Once we have received your payment, your order will be produced and sent. Exact prices, shipping costs and delivery time can be found at the product page and in the shopping cart.

Delivery
All gifts of YourSurprise are sent with reliable and professional partners. Via email you will be updated on your order status.

Should you have any questions about delivery options with YourSurprise, or if you have any other questions, you can click on the contact page to see how you can get in touch with us.