Website Terms

When placing an order with us you will need to agree to the terms and conditions shown here.

Order Processing

Most orders are processed and sent within 24-48 hours. However, please allow a few extra days for some types of orders. The product pages will normally show the processing time. Also, during very busy times, especially during November and December, the normal processing time may be 5-10 days due to the higher workload during these very busy times. We will always try and complete orders as quickly as possible during very busy periods. If your order is required sooner, please let us know before or during ordering and we will do our best to process and send sooner.

Payment

We accept major credit and debit cards, and eCheque payments, via PayPal (no PayPal account required). When ordering on this website, your order will progress through our shopping cart onto PayPal’s secure payment system, who will process your payment. Once you have completed your order, you should receive an order confirmation email from us (normally with a separate invoice confirming payment) and a payment confirmation email directly from PayPal.

You also have the option of creating a web account on this site when ordering (or you can create an account at any time). This is useful if you would like your postal delivery details saved for future orders, to view all your orders in one place, and to view, save or print your order invoice / receipt. Your account (or My Account) will also show the order status. This website does not collect or store credit or debit card details.

Discounts

The discount code 1037530 can be used with our shopping cart for a 10% discount on all orders (unless otherwise stated). We reserve the right to change this code or discount value at any time.

Postal Rates

We only charge a low postage cost of £1.00 per order towards orders sent in an A4 hard-backed or a padded envelope and these are sent by first class post within the UK. For larger printed products (i.e. A3 in size), we send in a postal tube which is classed by Royal Mail as a Small Parcel, so the postal charge for an A3 product is charged at £2.95 per order for first class delivery. Please note that we charge you a lower amount than the actual postage cost to us.

For delivery outside of the UK, the postal rates are £3.50 (GBP) for items sent in an envelope and £4.50 (GBP) for items sent in a postal tube. These are sent using the International Airmail service. Please note that not all products can be sent outside of the UK (specifically coasters and keyrings – the product pages will mention if a product cannot be sent outside of the UK).

Please note these prices are liable to change but we will update the prices shown on this website to reflect any changes.

Delivery

Orders are normally processed and sent within a few days. You should receive an email as soon as your order has been completed to let you know it’s on its way to you. First class post within the UK normally arrives within 1-2 (working) days after posting but please allow a few extra days if there are any postal delays. Also, please bear in mind that some packages may not fit through all letterboxes.

If this is the case and no one is available to take the package in, it may be left in a safe place outside, with a neighbour, or it may be taken back to the local delivery office where you can either rearrange delivery or collect yourself. Sometimes packages and parcels can be taken back to the local delivery office without an ‘attempted delivery’ card being left. We have no knowledge or control over the delivery process, so please contact Royal Mail or other delivery service if a delivery has been attempted.

A4 sized and padded envelopes should fit through most letterboxes. The A3 postal tubes we use are normally 38.1mm in diameter. These fit through most Royal Mail postboxes, but they may or may not fit all letterboxes. Larger orders and parcels may not fit either. If an order is sent with a tracking number we will provide you with this when sending your order.

For international deliveries, please allow 2-3 days processing and then the normal 4-7 days for delivery, so we recommend you allow approximately 10 working days for delivery to your country of residence.

We hope you never experience any delivery delays receiving your order, but this is beyond our control. We do offer high quality downloadable and printable products for most of our paper-printed items, so should your order delivery be delayed, we can provide a downloadable version if required. These can be printed with most inkjet printers with a borderless setting (or at a local printing shop). Please see our Downloads page for details.

Refunds & Satisfaction Guarantee

We hope you are happy with your order, but very occasionally there may be something you are not completely happy with or are not sure about. In this case, please contact us so that we can address the issue and advise accordingly. Because most of the items we create and sell are personalised with names, dates and messages, we are unable to offer a full refund because you changed your mind. This is because of the time and effort used to create these (most of the items we sell are not instant or ‘off-the-shelf’ products, they are made to order) so they normally cannot be resold.

However, we want you to be completely happy with your purchase so we will do whatever we can to alter and replace to your satisfaction. If this is not possible, a refund may be offered. Although very rare, should you receive an order showing an error (i.e. a spelling mistake – but please bear in mind that some name histories may display quotes or document titles in their Old English, Latin or original spelling) you are in this instance entitled to a full refund if there is an error. Should this be the case, please contact us with the details. Refunds will be issued as soon as possible and within 7 working days.

Occasionally a coat of arms is received and it may not be the one you were expecting. This is because many surnames have more than one coat of arms associated with it, some have dozens or close to 100! When ordering a coat of arms you can specify any preferred one when ordering, either as an image sent to us, a web link to an image, or a full (heraldic) description which you can provide when ordering.

Coats of arms are not registered to a specific surname but to a specific person. Because people have been using surnames since the 11th century, the coats of arms show the surname of the original registrant. However, it is considered acceptable for people bearing the same surname to display (but not claim to ‘own’) any of the coats of arms associated with the same surname. So there isn’t really a right or wrong coat of arms.