Frequently Asked Questions

At Heavenly Gifts Boutique, we understand just how meaningful a personalised or memorial gift can be. Every order is created with care, and we're always happy to help if you have any questions.

Below you'll find answers to some of our most frequently asked questions.

How do I personalise my order?

Personalisation options are shown on each product page. Depending on the item, you may be able to add names, dates, photographs, messages, poems or other special wording.

Please check all names, dates and wording carefully before placing your order, as your item will be created using the information you provide.

How do I send my photograph?

If your chosen product includes a photograph, you'll usually be able to upload your image directly on the product page when ordering.

Please upload the best-quality version of your photograph available. Clear, well-lit photographs generally produce the best results.

If there's a problem with the image you've supplied, we'll contact you before making your item where possible.

Can you improve or edit my photograph?

Minor adjustments may sometimes be made to help your photograph fit the chosen product or design.

However, the finished quality will depend on the quality of the original photograph supplied. Very small, blurry, dark or heavily compressed images may not reproduce as clearly.

Will I receive a proof before my item is made?

Where a design proof is offered or required for a particular product, we'll send this to you for approval before production.

Please check any proof carefully, including names, dates, photographs and wording, before approving it.

Not every product requires a proof, so please check the individual product description for details.

Can I use my own wording or poem?

Absolutely. Many of our personalised memorial gifts can be created using your own special message, wording or poem.

Where this option is available, simply enter your wording in the personalisation section when ordering.

Can I make changes after placing my order?

Please contact us as soon as possible if you notice a mistake or would like to request a change.

As our personalised products are made specifically for you, we can't guarantee that changes or cancellations will be possible once work has started.

How long will my order take to make?

Our usual processing time is 2–5 working days unless otherwise stated on the individual product page.

Processing time is the time required to create and prepare your order and is separate from delivery time.

During particularly busy periods, processing times may occasionally be longer.

How long does UK delivery take?

UK orders are sent using a tracked Royal Mail service.

The delivery estimate shown at checkout applies after your order has been made and dispatched.

Tracking information will be provided where available.

Do you deliver outside the UK?

Yes. We deliver to selected international destinations, including destinations within Europe, North America and Oceania.

International delivery is currently estimated at approximately 5–14 working days after dispatch, although customs processing and circumstances outside our control can occasionally cause delays.

Available destinations and current shipping charges will be shown at checkout.

Will I have to pay customs charges?

International orders may be subject to customs procedures, import duties, taxes or other charges depending on the destination.

Where applicable duties or taxes are collected at checkout, this will be shown as part of your order.

Where they are not collected at checkout, charges may be payable by the recipient before or upon delivery.

Please see our Shipping & Delivery Policy for further information.

Can I return a personalised item?

Because personalised and made-to-order products are created specifically for you, they generally cannot be returned or exchanged simply because you change your mind.

This does not affect your rights if an item is faulty, damaged or we've made an error with your order.

Please see our Returns & Refunds Policy for full details.

What if my order arrives damaged or incorrect?

Please contact us as soon as possible if your item arrives damaged, faulty or we've made an error with your personalisation.

We may ask you to provide photographs so that we can understand what's happened.

Where an item is faulty, damaged or incorrectly personalised due to our error, we'll put it right with a replacement or a full refund, as appropriate.

Will my handmade item look exactly like the photograph online?

As many of our products are individually made and personalised, there may occasionally be small variations in positioning, colour or finish.

These natural variations are part of the personalised production process and mean that every item is individually created for you.

Colours can also appear slightly different depending on your screen or device settings.

Are your memorial bears suitable as children's toys?

Our memorial and personalised keepsakes are created primarily as sentimental keepsakes and remembrance gifts.

Please refer to the individual product description for any specific age, safety or care information relating to the item you're purchasing.

Can I send a memorial gift directly to someone?

Yes. You can enter the recipient's delivery address when checking out if you'd like your gift sent directly to them.

Please make sure the delivery address is correct before completing your order.

Are your grave markers and acrylic plaques weatherproof?

Yes. Many of our grave markers, memorial plaques and other outdoor products are made from acrylic and are weatherproof, making them suitable for outdoor use.

They can withstand normal UK weather conditions, including rain. However, to help keep your memorial looking its best for as long as possible, we recommend avoiding prolonged exposure to strong, direct sunlight or extreme heat where possible, as this may cause the printed design or colours to gradually fade over time.

As with any outdoor memorial product, some natural weathering may occur with prolonged outdoor exposure.

For the longest-lasting finish, we recommend occasionally cleaning your memorial gently with a soft, damp cloth and avoiding abrasive cleaners or harsh chemicals.

How will I know when my order has been dispatched?

You'll receive a dispatch confirmation email once your order is on its way, including tracking information where applicable.

Please check your junk or spam folder if you don't see your confirmation email.

How can I contact you?

If you have a question about a product or an existing order, we're always happy to help.

Email: hello@heavenlygiftsboutique.co.uk
Website: heavenlygiftsboutique.co.uk

When contacting us about an existing order, please include your order number so we can help you as quickly as possible.