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Orders

For all your queries about your order.


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Cancel items or orders

To cancel or amend your order, log into your account and select the order you need to cancel.

If it is already being processed or completed, 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 or returned once they have gone into production.

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Can I change the address on my order?

We do aim to get our orders out to you as soon as possible.

Log in to your account and use our cancel function 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.

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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.

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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.

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Returning an item or order

We want you to be as happy as can be with your order, but just in case you do change your mind or your item is faulty, then please visit our returns page for how we can help resolve this for you. 

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How long will my personalised item take to arrive?

Many of our personalised products have a production lead time . This is the time that it actually takes to make and add the personalisation to your item. Details of this can be found on the specific product page.

Please remember, when choosing your delivery option, that this is the delivery method it will be sent out on, once the product has been personalised for you. For example, if you choose the next day delivery option, your item will be dispatched for delivery on the following working day, after the production lead time. 

 

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You haven't responded to my email

We aim to answer all of our messages within 72 hours (Monday - Friday). If you haven't received a response, please check your spam/junk folder in the first instance. Sending in multiple messages will often push your message further down the inbox, so if you haven't had a response, please call us on 01926 818800.

 

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How long do I have to change my mind?

We begin processing most orders within 15 minutes of your order being placed. 

If you wish to try and change your order then please log into your account and we will do our best to help but unfortunately we are unable to guarantee changes once your order has started to be processed.

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Can I place an order over the phone?

Yes, you can place an order with us via calling us on 01926 818 800. However, when it comes to personalised or bespoke orders, we do prefer for these to be done online, 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.

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