A little help, before you order
Delivery, without the guesswork.
Planning a birthday, a nursery start or a little surprise? Here’s how preparation, postage and personalisation work.
The journey to your doorstep
Choose your postage.
These services begin once your order is ready to leave Carla.
Standard delivery
UK parcels: Royal Mail Tracked 48
For delivery to Ireland, please contact Carla to confirm the postal service before ordering.
United Kingdom & IrelandExpress delivery
Royal Mail Tracked 24
A faster postal service after dispatch. Personalised preparation time still applies.
United KingdomAvailable shipping options and the final delivery charge are confirmed at checkout for your order and address.
The little things, answered
Your questions, made simple.
Delivery questions
When will my order be sent?
The standard preparation time for personalised items is 2–3 weeks, unless the product listing states a different lead time. Postal delivery time starts after your order has been dispatched.
Contact CarlaDoes express delivery mean my gift is made sooner?
No. Express delivery changes the postal service used once your item is ready. It does not shorten the preparation time for personalised items. If you need an order for a particular date, please contact Carla before ordering.
Contact CarlaWhere can you deliver?
Standard checkout delivery currently accepts United Kingdom and Irish addresses. Express delivery is available for UK addresses. For delivery to Ireland, please contact Carla to confirm the postal service before ordering. For any other destination, ask Carla about availability first.
Contact CarlaHow can I check where my parcel is?
If you have been given a tracking reference, use it to check your parcel’s progress with the postal carrier. If you cannot find the reference or need help with your delivery, contact Carla with your order number.
Contact CarlaPersonalisation & sizing
How do I add a name or personalisation?
Choose the personalised version where an item offers a choice, then enter the details requested when adding it to your basket. Please check names, spelling and capital letters carefully before ordering.
Contact CarlaHow do I choose the right size?
Check the measurements and available size options on the individual product page. For bags and signs, compare the dimensions with what you need. If a measurement or clothing size is unclear, ask Carla before ordering.
Contact CarlaCan I ask for a different name, design or size?
Please contact Carla before placing your order to check whether the option you have in mind is available. A request is only confirmed once Carla has agreed it with you.
Contact CarlaOrders, changes & returns
I have spotted a mistake in my order. What should I do?
Contact Carla as soon as possible with your order number and the correction you need. She can confirm whether the change is possible. Please wait for confirmation rather than assuming an amendment has been made.
Contact CarlaCan I cancel or return an order?
Personalised or custom-made goods are generally excluded from change-of-mind cancellation rights. For most other online goods, you normally have 14 days after receipt to notify cancellation, then a further 14 days to return them. Exceptions apply. Contact Carla about your particular order. This does not remove your rights if goods are faulty, damaged or not as described.
Contact CarlaWhat if my item arrives damaged or something is wrong?
Contact Carla with your order number and a description of the problem. Photographs of the item and packaging can help explain what has happened. Your statutory rights are unaffected.
Contact CarlaYour statutory rights are unaffected. Contact Carla if you need help with a particular order.
Something we haven’t answered?
Send Carla your question. For an existing order, include the order number so she can find the details.