Frequently asked questions

Most orders are dispatched within 1–3 working days

As many of our products are personalised and made to order, some designs may take a little longer depending on the complexity of the picture or personalisation required.

During particularly busy periods, our turnaround times may also be slightly longer than usual.

Please remember that our 1–3 working day timeframe is our usual dispatch time, not a guaranteed delivery date. Delivery time is additional once your order has been dispatched.

If you need your order for a specific date, please get in touch with us before ordering and we’ll let you know what’s possible.

We’ll always do our best to help, but we recommend allowing plenty of time for personalised products, particularly around busy occasions such as Christmas, Father’s Day, Mother’s Day and Valentine’s Day

Our standard turnaround times are based on working days, Monday to Friday, excluding bank holidays.

We often work behind the scenes at weekends during busy periods, but weekends shouldn’t be included when calculating the expected turnaround time for your order.

Our standard UK delivery service is Royal Mail Tracked 48.

Faster delivery options may also be available at checkout, including Royal Mail Tracked 24 and Royal Mail Special Delivery by 1pm.

Available delivery options may vary depending on your order

No. A delivery upgrade only speeds up the postal service after your order has been dispatched.

Our normal production and dispatch times still apply unless we have specifically agreed something different with you.

Yes, where your order is sent using a tracked Royal Mail service, tracking information will be provided once your order has been dispatched.

Please bear in mind that Royal Mail tracking can sometimes take a little while to update after your parcel has left us.

Firstly, check your dispatch confirmation and Royal Mail tracking information.

Occasionally Royal Mail may experience delays that are outside our control. If your order appears to be significantly delayed, please contact us with your order number and we’ll help you look into it.

Unfortunately, once an order has been handed over to the delivery service, postal delays are outside our control.

If your order is needed for an important date, we strongly recommend ordering as early as possible and selecting an appropriate delivery upgrade at checkout.

Any personalisation options available for a product will be shown on the product page.

Depending on the design, you may be asked for things such as names, dates, wording, colours, teams, locations or photographs.

Please check all of the information carefully before placing your order.

We may correct very obvious formatting issues where appropriate, but we won’t normally change names, dates or wording supplied with an order.

An unusual spelling of a name, for example, could be completely intentional.

Please contact us as soon as possible.

If we haven’t started creating your order, we’ll normally be able to make the change for you.

As we often begin personalised orders quickly, changes may not be possible once your design has been created, printed, foiled or otherwise entered production.

Contact us as quickly as possible with your order number and the correct information.

If we haven’t started making your order, we’ll do our best to update it.

If the product has already been created using the information supplied when ordering, there may be a charge to remake the item.

Unless the individual product states that a proof is included, we don’t normally send a proof before production.

Your order will be created using the information and personalisation you provide when ordering.

If there is something you would particularly like us to check before making your order, please contact us.

We love creating something a little different.

If you have an idea that isn’t already available on our website, please get in touch and tell us what you have in mind.

We can’t promise that every request will be possible, but personalised and quirky designs are very much what we do.

Please upload the highest quality original photograph you have available.

Original photos taken directly from a phone or camera will usually give much better results than screenshots or images downloaded from Facebook, Instagram or other social media platforms.

Clear, well-lit and high-resolution photographs will give us the best possible image to work with

If we notice a significant problem with your photograph that is likely to affect the finished product, we may contact you and ask for another image.

However, the quality of the finished design will always depend to some extent on the quality of the original photograph supplied.

For the best results, avoid blurry, heavily cropped or very low-resolution images.

This depends on the product and the option you select.

Where framing is available, you’ll be able to choose your preferred option on the product page before adding the item to your basket.

Please check the individual product description to see exactly what is included.

Where framing is offered, options may include black, white and grey frames.

The exact choices available will be displayed on the individual product page.

Many of our personalised prints are available in sizes including A5, A4 and A3.

Available sizes can vary depending on the design, so please check the options shown on the individual product page.

We do our best to show our products and colours as accurately as possible.

However, phones, tablets and computer screens can all display colours slightly differently, so there may be small variations between the colour shown on your screen and the finished product.

Yes. Where a product is described as foiled, we use actual foil to create the metallic finish rather than simply printing a metallic-looking colour.

The foil colours available will be shown when choosing your product options.

Because many of our products are individually made and personalised, very small differences can occasionally occur.

This is part of the nature of a made-to-order product rather than something that has been mass-produced.

Please contact us as soon as possible if you need to cancel.

Because personalised products are often started shortly after an order is placed, we may not be able to cancel an order once work has begun.

As personalised products are made specifically for you, they generally cannot be returned simply because you have changed your mind.

This does not affect your rights if your product is faulty, arrives damaged or we have made an error with your order.

Please contact us as soon as possible.

It helps if you can provide your order number, a description of the problem and clear photographs showing the damage.

If the packaging has also been damaged during delivery, please take photographs of this too.

We’ll review everything and work with you to get the problem sorted.

If we have made an error, please contact us and we’ll put it right.

If the finished product matches the personalisation that was supplied when the order was placed, we may need to charge for a replacement.

This is why we always recommend checking names, dates and wording carefully before ordering.

Yes. Simply enter the recipient’s address as the delivery address when placing your order.

This is ideal if you’re ordering a personalised gift for somebody who doesn’t live with you.

No. Our products are created and personalised to order.

We’re an independent business and your personalised order is prepared specifically for you rather than simply being picked from a warehouse shelf

Christmas is one of our busiest times of year, so turnaround times can occasionally be longer than our usual 1–3 working day dispatch time.

This is particularly true for personalised products that require more detailed design work.

We recommend ordering Christmas gifts and personalised items as early as possible. Any important seasonal deadlines or changes to our normal turnaround times will be displayed on our website.

Duffy’s Creations is based in Hessle, East Yorkshire.

We create personalised prints, cards, gifts and keepsakes for customers across the UK.

No problem. Please get in touch with us through the contact options on our website.

If your question relates to an existing order, include your order number so we can find it quickly.

We’ll get back to you as soon as we can.