Frequently asked questions

Top Queries

As our office is currently closed we are working remotely. We are able to respond to your queries via email.

Our customer service team are available; Monday - Friday 9am-5pm & Saturday 9am - 1pm. You are able to visit contact us and we’ll see how we can help

We can confirm that your items will have been personalised when you added them to basket. Once your order has been placed your email confirmation will have reverted back to the standard stock images, but please do not worry, the personalisation will be on your order and printed as per your request.

Your order will be delivered by Royal Mail on a Tracked service(subject to selecting the option) or by our dedicated courier DHL.

To view the delivery services we currently have available please Click Here.

If you have made a mistake on your order, we do not have the facility to amend this for you. Your order will need to be cancelled and placed again.

You are able to contact our Customer Service team by live chat between the hours:

Monday – Friday: 9.00am – 5.00pm

Saturday: 9:00 am - 1:00pm

If a query is submitted outside of these hours by email we may not be able to fulfil your request.

We are really sorry that your order has arrived damaged. We know how important it is for your order to arrive in perfect condition.

Please contact us and a member of the Customer Service Team will be in touch within 48 hours.

Delivery and Order Processing

We know how important it is for your order to arrive on time.

When your order has been dispatched you will receive a text and an email form your chosen courier. If you have chosen a tracked delivery service your tracking number will also be provided.

Wondering if your item has been dispatched? Please click here to view at the current status of your order.

Your order will be delivered by either Royal Mail or DHL.

To view the delivery services we currently have available please Click Here.

As some of our products are dispatched from different warehouses they may not be delivered together. Larger items such as balloons and canvases will be delivered separately to avoid any damage.

Please refer to your tracking number provided on your order confirmation to see whether your items are being delivered separately. If they are you will receive individual tracking numbers.

Due to current delivery restrictions we are only able to send personalised cards overseas.

To see our delivery prices and lead times please Click Here.

Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.

Why don't you take advantage of our free delivery offer on personalised cards? Add that extra special touch to your friends and families day.

If you'd like to send your gift directly to the recipient, you can add their address as the delivery address, and we will deliver the order directly to them.

When placing your order you are able to select the option to add a gift message when checking out.

Almost all of our gifts come with the option to add a stylish black gift box, so why not add one to your order?

At the moment, we aren’t able to offer you the option of choosing a delivery time, it’s something we’re hoping to offer in the future.

Each product page has information about the delivery options available, but please remember that that these delivery times are estimations. Delivery timescales can change depending on any delays our couriers may experience.

Unfortunately, we cannot add products to your order once it’s been confirmed, so you will need to create another order.

If you need help placing an order, please contact us.

Account

We are sorry you would no longer like to hear from us with our latest offers, updates and discounts.

If you have created an account with us after 2nd July 2020 you are able to opt out of marketing by logging into your account.

If you created an account with us before the 2nd July 2020 and wish to be unsubscribed from our marketing material please email cfonline@cardfactory.co.uk with the subject "unsubscribe".

No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also track the status of your order, and we’ll send you exclusive offers every now and then, too.

Your details are safe with us and we don't pass them on to any third party marketeers.

Sometimes emails from us will automatically go into your junk/spam folder so you might find your order confirmation in there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system and we will re-send the confirmation email to you.

Please contact us before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

We are sorry that you haven’t received a reply yet. Our Customer Service Team aim to reply to emails within 48 hours.

For a faster response we would advise you to contact us by Live Chat available:

Monday – Friday: 9.00am – 5.00pm

Saturday: 9:00 am - 1:00pm


Please note, as our team are working remotely due to the current situation there may be a slight delay in our response.

Personalisation and Mistakes

If you have made a mistake on your order, we do not have the facility to amend this for you. Your order will need to be cancelled and placed again.

You are able to contact our Customer Service team by live chat between the hours:

Monday – Friday: 9.00am – 5.00pm

Saturday: 9:00 am - 1:00pm

If a query is submitted outside of these hours by email we may not be able to fulfil your request.

We will always try to make amendments to your order when requested, although, this is sometimes not possible.

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address.

You are able to add a gift message to your order when visiting the basket section of the website. Your gift message will be printed on a small greeting card for your recipient.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon.

Our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages before processing your order.

If your product does arrive with a mistake, we cannot accept liability unless the fault was a result of our production process.

If you have chosen to purchase your balloons deflated then you are welcome to have them inflated in-store, free of charge. Alternatively, you could opt for a helium canister, perfect for filling up multiple balloons for parties from your home. 

Please note this applies to foil balloons only. Latex balloons incur a charge of 80p per balloon. Please note you will need to use our store locator to see whether your local store is open.

Returns and Cancellations

Please contact us and we’ll see how we can help. On occasions we might ask you to send us an image of the item.

Unfortunately, we cannot accept returns of personalised gifts or helium balloons unless the products are faulty.

We are really sorry that your order has arrived damaged. We know how important it is for your order to arrive in perfect condition.

Please contact us and a member of the Customer Service Team will be in touch within 48 hours.

To check whether we are able to cancel your order please contact us via Live Chat.

Our Customer Service Team are available:

Monday – Friday: 9.00am – 5.00pm

Saturday: 9:00am - 1:00pm

Unfortunately, once an order has been received by our Production Team we are unable to cancel it.

Gift Cards

Gift cards are to be treated as cash, we are sorry we are unable to replace or refund the card.

Please contact our Customer Service team at customerservice@cardfactory.co.uk who will be able to help, please have to hand a copy of your receipt and the gift card.

We are unable to provide a refund or exchange on any gift card.  This does affect your statutory rights.

Please contact the merchant for example – Amazon, Xbox, T K Max, who will be able to look into this for you.

Card Factory sell gift cards on behalf of the Merchant, the terms and conditions can be found on the reverse of the gift card and can be found on the Merchants website for full terms and conditions.

Some Amazon gift cards are wrapped in card, you need to remove the card from the packaging and scratch off the silver panel to reveal the redemption code.

Balloons Purchased in Store

In the event that your local store is closed and you have placed an order for collection with the store directly you will be able to return to the store upon reopening for a refund on the items. Alternatively, if you would like to speak to us about this you are able to do so by emailing customerservice@cardfactory.co.uk.

We are sorry to hear your balloon deflated sooner than it should have. The first point of contact in such situations would be to contact the store who would look to resolve the issue for you. We can appreciate that this is not always possible.

We are pleased to confirm we are able to inflate balloons purchased from an alternative retailer for an inflation fee. Please see below the charges that apply to the balloons you have purchased and require inflating.

11" Latex Balloon - £1.00 (per balloon)

18" Foil Balloon - £1.00

18" Foil Shaped Balloon - £1.00

19" Foil Balloon - £1.00

31" Foil Balloon - £2.00

34" Foil Numeral/Letter Balloon - £2.00

The charge includes the inflation, the ribbon cost and a plastic weight. If you require any other items you will be able to purchase these on your visit to the store.

  • Giant Foil Balloons: 4-5 days
  • 18" Foil Balloons: 6-7 days
  • Super Shapes: 6-7 days
  • Cubez and Orbz: 6-7 days
  • Latex Balloon (with hi-float): 18-24 hours
  • Latex Balloon (with standard helium): 5-6 hours

Yes! You are able to contact/visit your local store and choose the balloons you wish to order. If you speak to one of our helpful colleagues in store they will fill out a “Balloon Order Form” for you to take away.

The store will inflate your balloons in time for your arrival on your chosen day and display them as you have requested.

Safety Measures

Since closing our stores, we have been preparing our stores for reopening with enhanced health and safety measures and strict social distancing guidelines to ensure we offer the safest shopping environment for you.

What have we done for you?

- Face coverings for customers are mandatory,
- Hand sanitiser is available on entry and exit of the store,
- Screens have been put up at the tills to avoid direct contact,

Yes, we are currently allowing a small number of customers into our stores at any one time. This will vary from store to store depending on the size. You will be greeted at the door by a store colleague who will advise you on your visit to the store.

Yes, this is mandatory when shopping in our stores unless you are medically exempt. The wearing of face coverings for store colleagues is mandatory, we are ensuring all colleagues are wearing face coverings at all times when on the shop floor.

Whilst this is not mandatory, we would advise the use of hand sanitiser before entering one of our stores. This will help in the fight against COVID-19 and ensure we are able to keep our store colleagues and customers safe.

As we are currently open with reduced staffing levels in our stores due to COVID-19 and the furlough scheme, some opening hours may be different to what you are used to. We have made all the amendments to store opening hours on the store locator here. Please search for a store in your local area and view the updated information.

Candles

We would like you to enjoy the candles that you have bought or been given as a gift, in order to enjoy them safely we would like to share with you some advice on how to care for your candles to receive the optimum burning time with complete safety.

  • The first time you light a candle, you should let it burn long enough so that the whole top layer of wax becomes liquid.
  • Do not allow the flame to touch the side of the jar. The jar may become hot.
  • Do not burn a candle near a draught, vent or ceiling fan.
  • Never leave a burning candle unattended.
  • Always burn candles out of reach of children and pets.
  • Always have at least 10cm between burning candles.
  • Do not burn candles on or near anything that can catch fire.
  • Do not place near a source of heat.
  • Trim the wick to about 1cm before lighting.
  • Always snuff out the candle.
  • Keep the wax pool clear of matches and other debris to avoid flaring.
  • Do not move a burning candle. The container may become hot, allow to cool before handling and replacing the lid.
  • Never use liquid to extinguish.
  • Do not allow candle to burn to completion, ensure there is at least 1cm of wax remaining after burning.
  • Do not place the candle on an unprotected surface as the glass container will get hot and it may cause damage.
  • Remove all attachments before lighting candle e.g. decorative string.

Your details are safe with us and we don't pass them on to any third party marketeers.

Always ensure there is at least 1cm of wax remaining after burning if the flame reaches the bottom of the container, too much heat may be concentrated at the base of the wick which could cause the glass to crack.

The longer the wick is, the higher the flame will be and will produce more soot and heat. Once the jar has cooled down, clean the soot off using a soft cloth.

The wick is too long. Extinguish the flame, wait for the wick to cool and trim it to about 1cm in length.

Make sure the wick stays centered in the candle and extinguish it when the wax level gets too close to the bottom of the glass. If all of the wax is left to turn to liquid, the wick plate may move and will cause the flame to catch the side of the container, which in turn will become too hot and may crack.

If a candle burns unevenly it may be in a draught, near a vent or ceiling fan, and can lead to uneven burning, flame flare-ups and soot. This may also happen if the first burn was not long enough to allow the whole top layer of wax to become liquid.

Returning Items bought in Store

We are happy to exchange or refund any unsuitable goods with a receipt, provided they are returned within 28 days of purchase and in their original condition and packaging. This excludes food products and underwear, unless faulty. This does not affect your statutory rights, including your right to claim a repair, replacement or refund where goods are faulty. Gift cards are non-refundable and exempt from exchange.

A refund will be issued via the original payment method, to the value of the item printed on the receipt.

With no proof of purchase and at Management discretion an exchange can be offered for the current selling price of the item. Please note that we are unable to offer this on items that are not exclusive to Card Factory.

For debit/credit card refunds, the card and the cardholder must be present.

Within 30 days of purchase we are happy to provide you with an exchange or refund for faulty products. After 30 days we can provide you with an exchange, if we no longer have this item and there is no suitable replacement we will provide you with a refund.

Please bring your receipt or alternative proof of purchase when returning your product.

Unfortunately with no receipt or proof of purchase, we are unable to accept returns of goods that are not exclusive to Card Factory.

We are happy to accept an alternative proof of purchase if you no longer have your receipt, this can include a banking transaction on your mobile phone.

We do not offer credit notes in our stores.

Our stores are unable to accept returns that are bought from our website.

Click & collect order - Top Queries

Some of our gifts take longer to make than others, and so on each product page you’ll see an estimated despatch time. This is the time it takes for us to create your personalised gift and then pass it to our couriers. Once we’ve given it to our couriers, they deliver it to you.

If you’ve chosen Royal Mail 24 (1st class), after we’ve despatched your order it should arrive the next working day. Sometimes, especially during busy times of the year, delivery can take up to three working days.

If you’ve chosen Royal Mail 48 (2nd class), after we’ve despatched your order it should arrive within two to three working days. Please remember, that this isn’t a guaranteed time frame and your order can take up to five working days to arrive.

Wondering if your item has been despatched? Please click here to look at the notes on your order.

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class)

Some of our gifts are delivered by a specialist courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a specialist courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

We provide an option to alter the details yourself, up to 30 minutes after the order has been processed online. To do this, simply click the link on the confirmation email you were sent, or if you have an account you can login and make amendments through your account.

If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes.

Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us by phone or email and we’ll try to solve the problem.

We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please call us on 03303 334 221 (or fill in our online enquiry form) and we’ll send you a link so that you can upload a photo of the damaged gift.

Please call our helpful customer service team on 03303 334 221.

Our lines are open:

Monday – Friday: 9.00am – 5.30pm