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Frequently Asked Questions

Payment Method FAQs

What methods of payment do you accept?

We accept VISA, Mastercard or Paypal.

Unfortunately we no longer accept cheques or postal orders.

Can I pay with Paypal Express?

Checkout with Paypal is a fast, safe and easy way to pay on our website. Simply select Checkout with Paypal instead of our own checkout button and you will be directed to login to your Paypal account to verify payment methods and delivery information. You will then be directed back to our website to complete the order process.

Can I save my card details?

Yes! We’re all about making your shopping experience as easy as possible, and saving your card details couldn’t be easier. Simply select the tick box at the end of the order process to save them – job done!



Order Process FAQs

How do I navigate the site?

You can't miss our convenient top navigation of our most popular gift categories – it's on every page so you can't get lost.

For those of you that know exactly what you're looking for, simply search for the product you're after specifically in our conveniently located search bar at the top of every page.

How do I purchase my items?

If you've found everything you're looking for then now is the time to head on over to our checkout. Just hover over the trolley at the top of the page and either view basket to make any changes or checkout to complete your order. Our basket page will calculate an estimated shipping cost so you get an idea of the overall cost.

Add a delivery address, choose how you want your order to be delivered, check over your order and select any options (like gift wrapping or using a discount code!) before completing your payment details and submitting your order. If you do make any changes to your order at any stage, remember to press update before moving on. After completion, you will receive a confirmation e-mail just for peace of mind. It really is that simple.

Want to make it even easier? We also offer Checkout with Amazon and Paypal Express to speed up the process - giving you more time for the things that matter, like putting your feet up with a cuppa.

Can I change/cancel my order?

We do aim to get our orders out to you as soon as possible. Click here and if we can, we will amend it for you. Unfortunately, if it is already being processed we won’t be able to make any changes, but you can just return it to us. Please note that personalised orders cannot be cancelled once they have gone into production.

Can I change the delivery address on my order?

We endeavour to process orders as soon as we can, so once the order has been paid for and stock has been allocated it’s very hard for us to alter any information on the original order. Please contact our friendly Customer Service Team as soon as possible and we will try our best to locate your order and make the requested changes. However, if it’s already started to be processed then regretfully we will not be able to change it.

Do you include prices in the order?

If the delivery address is the same as the invoice address, then yes, prices will be included. If the delivery address is different to the invoice address then there will be no prices shown on any paper work sent out with the gift.

Why do you want my phone number?

We just need a daytime contact number in case we have any problems with your order, concerning stock or delivery. We do our best to only contact you if it’s absolutely necessary, and sometimes it’s quicker to call you. Please rest assured it isn’t used for any marketing purposes and we never sell on your details to third parties.

Do I need to register?

You don’t have to register to place an order, you can simply check out as a guest. But there are great advantages to joining the FMAG family. As a registered customer you’ll not only be able to keep an eye on and track the progress of orders placed, but also earn loyalty point discounts to give you money off further purchases. You can also save your address details for future use making shopping quicker and easier!

I haven’t had a confirmation email from you, do you have my order?

Have you checked your spam folder? It might also be that you’ve just miss-typed your email address or entered an old one that you no longer use. Please contact our friendly Customer Service Team and we can take a look for you.

How do I know if an item is in stock?

When you go to place any of our gifts into the basket, by the side of the big green ADD TO BASKET button you will see a green tick - this shows stock is available. If there is a red cross then sadly the item is currently out of stock. But hopefully we will be getting some more in, so you can still buy it and then when it comes back into stock we will send it to you.

To help alert customers of low stock levels we do say “Only X left in stock”. If you require a lot then it’s best to send our friendly CS Team an email and if we don’t have enough we will do our best to get you some more.

Can I place an order over the phone?

Yes, you can place an order with us via the telephone. However, when it comes to personalised or bespoke orders we do prefer for these to be done online, simply as this rules out any human error between you and us. We will do our best to help you though and make it as pain free as possible.

How do I personalise my order?

When you place the order direct through our website all the personalisation fields will be set up for you. Don’t worry all the personalisation will be centralised for you so it looks right. Please remember, your personalisation is printed exactly as requested, so please check your spelling, as we cannot be held responsible for typo’s.

I can’t log in

Please click here, then enter the email address you used to register with. Then click the link for “Forgotten your Password” this will bring up another box, re-enter the email address and click “Submit” The following message will then appear for you - A link to reset your password has been e-mailed to you.

Please check your e-mail, and use the link to reset your password.

Once the email’s been received simply follow the instructions given (if it doesn’t arrive, please check your junk folder just in case)

Is your site secure?

Customer security is a priority, so yes we are secure and we have the padlocks to prove it! For reassurance all our security certificates are listed on every page of our site near the bottom of the pages whilst you’re browsing, then at the side of the pages. Once you’re in the basket and order summary sections you can click on the padlock in the URL bar to see the current certificates.

What are your opening hours?

Our website is open 24/7 to allow you to shop to your hearts content. Gratefully they allow us to go home, so humans will be here from 9am through to 5.30pm Monday to Friday (excluding public holidays).



Gift Wrapping FAQs

Can you gift wrap my items?

Of Course. We can either gift wrap individual items, or you can choose to have all of your items gift wrapped together. Gift wrapping can be selected on a product page or when checking out.

How much is gift wrapping?

Starting from just £4.95, we'll expertly wrap your gifts and even handwrite the tags for you. We can even wrap up to four gifts in one go. Coming in either sumptuous silver or gorgeous gold, choose your favourite, leave us a message for the tag and let us do the hard work.

Gift Wrap Cost
Individually £4.95 per item
Together £4.95

Please select your gift wrapping preferences carefully. Please note that for a few large items the cost of gift-wrapping is slightly higher than stated above and unfortunately, Extra large items cannot be gift wrapped due to their size – they just don't make wrapping paper big enough! If you wish to write your own gift tag message, then please leave the message field blank.



Recommend A Friend

What is recommend a friend?

Recommend us to a friend who hasn't shopped with us before and reap the rewards! Not only will your friend get £2 knocked off their first order, but as soon as their item is dispatched, £2 credit gets added to your account too. Recommend us to as many friends as you can and see the rewards stack up!

How do I join?

Log in to your account, select 'Recommend a Friend for money off' and you will be presented with a special code. Hint: It's prefixed with FF!

What do I do with my code?

Forward this code on to as many people as you like – text your friends, your family, your colleagues, put it on Facebook / Twitter / your website or blog... The only catch is that they have to be a new customer.

How do I spend my credit?

Process your order as normal, and click 'Yes' next to Use Discount to apply to your order.

Anything else I need to know?

The new customer must spend at least £2 to get their money off. Discounts cannot be added retrospectively and nor can they be used in conjunction with loyalty points or any other sale/promotional offers. Discounts can be accrued up to £200 at a time. Once the maximum level of £200 is reached, the discount must be redeemed in full on one order before discounts can be accrued again. All discounts must be redeemed within 12 months of being accrued. Any further questions, please contact us at customerservice@findmeagift.com.

For full details please see Terms & Conditions.



Loyalty Points FAQs

Here at FMAG, we were racking our brains for ways to say a big thank you to all our customers and this is what we came up with: Loyalty Points.

For every penny you spend, we'll give you one point.

Each point is automatically turned into a percentage discount.

For example if you spend £10.00 you get 1000 points, equating to 1% discount. If you spend £24.99 you get 2499 points, equating to 2.5% discount.

You can save up your points to a maximum of 20% discount - once you've used this, you can start over again. Alternatively, you can use your discount as you go!

Just set up an account and you’ll automatically start collecting points with every purchase, that you can redeem on the last page of the Check out.

How do I use my points?

Place an order as normal and choose whether you would like to use your Loyalty points for this transaction at the checkout. If you opt out, your points will remain on your account. If you use your discount, your balance will be reset to zero ready for you to start again.

Are there any exceptions?

Sale items and experience days are excluded from the Loyalty Points scheme. If you need to return an item that was used to collect Loyalty points, the points accrued will be deducted from your account accordingly. If you have already benefitted from a discount before a refund is issued, the difference will be deducted from your refund.

Free points, you say?! Tell me more.

Send us your comments regarding the website, our service to you, recommend us to friends or review our products for free points. Find out more information here.



Voucher Codes & Special Offers

We often run special offers and promotions requiring you to enter a voucher code at the checkout, including money off, free delivery, BOGOF and free gifts among others. Voucher codes must be applied at the checkout before placing your order; they cannot be used retrospectively and cannot be exchanged for cash, or in conjunction with any other offers.

Special offers - 3 for £30

Choose any three items from our 3 for £30 category and, surprise surprise – it will only cost you £30. Bargain! Pop three items in your basket and your order will be discounted automatically, no voucher code necessary.

How does the 3 for 2 offer work?

It’s just like going to the shops! You will need to put 3 of the items you require into the basket otherwise the discount won’t apply. You can choose a combination of any of the 3 for 2 gifts and you’ll get the cheapest one for free! If any of the gifts aren’t in the offer no discount will be applied and if there’s no gift in the basket, well there’s nothing to give a discount on.

Please click here to see our full terms and conditions.

How does the buy one get one half price offer work?

All gifts included in the offer will be labelled on the site, put them both in your basket and we’ll deduct the discount.

My voucher won’t work

It could be that you haven’t met the T’s & C’s of the voucher – this could include minimum spend requirements (excludes delivery & gift wrap). Also our voucher codes do not work with other offers, such as sale items and 3 for 2 deals – so this might be the problem. One final check – that old chestnut of the expiry date! Time does fly by, so please just check to see if the voucher is still valid and hasn’t expired. If however, none of this helps, then please contact our friendly Customer Service Team.

Can I use more than one voucher on my order?

Unfortunately only one voucher can be used at a time. But all’s not lost, if you have more than one, why not make 2 orders! We’d love to have you back, plus the more times you order, the more loyalty points you’ll earn and the bigger the discount you’ll receive off future orders.

Where do I put my voucher?

Shop as normal and then on the payment page right at the top, you can enter your voucher code. Copy and paste the code, as these are case sensitive, then hit apply! The discount will then show for you.



Delivery FAQs

My order hasn’t arrived

Delivery times will vary depending on your selected shipping method. If you’re not sure, just check your order confirmation email, as it has everything you need to know. Personalised items, chocolates and gift experiences may take a little longer due to the required production time (see the respective product page for more info).

You can also track your order by clicking here

I don't live on mainland UK – what are my delivery options?

Select the relevant UK delivery method, and your postage rate will be determined and adjusted by your address and the weight of your package. You will be able to see the final delivery cost before confirming your order. Unfortunately, this is at a higher price than normal due to the use of a courier.

I live outside of the UK (Europe / Rest of the world) – why does my order take so long?

Once your order leaves our warehouse it is in the safe hands of our couriers. Sometimes orders get held up at customs and unfortunately this is outside of our control so we will not be able to refund international shipping charges. For more information, please call our Customer Services team.

I live in Russia, Ukraine or Indonesia - what about me?

Unfortunately, these countries have strict security checks at customs and a lot of our products fail to clear these checks making the whole process expensive and frustrating for all involved. We're really sorry about that!

Why do I have to pay Import Tax?

Unfortunately, your item may be subject to import tax and this is out of our control. If a customs charge is applied, you will be notified by the shipping company and it is your responsibility to pay them to receive your order. If these charges are not paid, the order will either be returned to us or destroyed and we may not be able to issue any refunds.

I’m missing an item

Our apologies if we missed a gift from your order. Please contact our friendly Customer Service Team and we can arrange for your missing item to be sent to you. Oh, but don’t forget, things like our personalised gifts etc. are dispatched separately to other items you may have ordered.

I’ve been sent the wrong thing

Sorry! We do try our hardest to make sure errors don’t occur but were only human and sometimes mistakes happen. So please contact our Customer Service Team, and let us know what you should have received and what you actually got, we can then send out the correct item for you.

Why have I only received part of my order?

Please check the packing slip included within your parcel. It should tell you what your box should contain, and if anything is to follow. Personalised items are generally sent separately as they take slightly longer to make. It might also mean that sadly we didn’t have one or more of the gifts you’ve ordered and rather than making you wait and holding your whole order we’ve sent what we did have out to you first. If this is the case the remaining items will be sent on as soon as we do have them at no additional cost to you. If none of this applies, please contact our friendly Customer Service Team

Do you deliver overseas?

We would love to deliver all of our items overseas, sadly there are restrictions, we can’t send just anything as Customs or our couriers won’t allow us to. Although we personally love Russia, Ukraine and Indonesia unfortunately we can’t deliver to you guys at all (sorry).

What happens if I’m not in for delivery?

Both Royal Mail and our Couriers will leave a ‘failed delivery’ card (sounds harsh, but honestly, it’s no reflection on you!) Royal Mail will try and deliver to your immediate neighbours; otherwise they'll return your parcel to the Local Sorting Office, to await your contact. Our couriers (local and international) will generally attempt another delivery the following day, before holding your parcel at their sorting depot. If you have any problems, or are unsure what to do, just contact our friendly Customer Service Team who are always happy to help.

How long does delivery take?

This depends on the delivery service you have selected and paid for. Standard delivery is 5 working days after dispatch. Express delivery is 2 working days and Next Working day will be with you the next available working day after you place the order. International shipping will take either 6-12 business days on the standard service, or 3-5 on the express service.

Just to point out our gifts do have cut off times, which is mainly 5:30pm unless it’s a personalised gift or a difficult to deliver to location such as Northern Scotland and the Isle of Man. Personalised items have an earlier cut off as we need to put these into production as soon as possible for you, before they can be sent out for delivery (see product page for details). If your parcel is late, please check it’s not still being made or waiting for you at the local sorting office, if not, please let us know and we’ll sort it out for you.

Channel Islands, Northern Ireland, Highlands and Islands?

Where possible we will dispatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post and various Courier options. Please be aware that some larger/heavier products and orders may incur additional charges.

Your delivery options will be displayed on the checkout page and will be worked out depending on your shopping basket. If you have any questions please ask our friendly Customer Service Team.

How quickly can I have my personalised item?

This will vary and you will need to check the specific product pages for production lead times. We do try to put as much information as we can on there to keep you as informed as possible. These are bespoke gifts made specifically to your requirements and although we try to offer you a quicker delivery service, we can only do this once they’ve been made.



Returns FAQs

I bought this but I don't like it! What can I do?

That's okay, some of our products aren't for everyone – we won't hold it against you. Simply go to our returns page, print off the form and fill it in. Then just pop it back in the post to us, and provided it is still in its original condition and hasn't been used, we will happily refund the cost of the items. Refunds can take up to 14 days to be processed. Unfortunately, we cannot refund any gift-wrapping or shipping charges and you will have to pay for postage to return the items to us, sorry!

PLEASE NOTE: If loyalty points were collected when placing the order, these will be deducted from your account accordingly. Unfortunately, our returns policy does not extend to unwanted personalised or made to measure items, perishables such as food or flowers, opened or worn fancy dress costumes or masks (unless faulty) or flying toys that have been used. If you live outside the UK, please do check whether a product uses batteries or mains electricity and can be adapted before purchasing as this is the responsibility of the customer.

Wah, my gift is broken - help!

If any part of your order arrives damaged or faulty, then please go to our returns page within 6 months of receipt, by clicking here, and follow the instructions. We will, of course, replace the item and refund you the cost of postage to return it to us. If you do not want the item replaced, please be sure to let us know when you contact us so that a full refund can be issued when the item is back with us.

PLEASE NOTE: We regret that we cannot accept the return of flying toys if they have been used. Items delivered outside of the UK cannot be returned or refunded if they are faulty because their use outside of the UK invalidates their warranty.

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