FAQ

DESIGN & PERSONALISATION

Can I order a completely bespoke item?

Absolutely! 💕 We love creating something unique. If you have a specific idea, design or personalised item in mind that you can’t see on our website, please get in touch with us. We’ll be happy to discuss your ideas and, where possible, create something especially for you.

I’ve seen a product I like but want to change the design. Is this possible?

Absolutely! 💕 Many of our products feature an example design to give you an idea of what we can create. You can use the personalisation box when placing your order to tell us exactly what you would like, including names, colours, fonts, wording, themes and any other details.

The more detail you provide, the better we can bring your idea to life. ✨

Can I send you an inspiration picture?

Absolutely! 💕 Inspiration pictures can be really helpful, especially if you have a particular style, colour scheme, font, theme or overall look in mind.

You can send us an image when contacting us or, where an upload option is available, include it with your order. Please remember that inspiration images are used as a guide and we may need to adapt the design to suit the product and the materials we use.

What file types can I send? What image quality do I need?

For the best results, we recommend sending a high-quality PNG or JPG/JPEG image.

Where possible, please send the original/highest-quality version of your image rather than a screenshot or image downloaded from social media, as these can be lower quality.

For logos or designs that need to be reproduced very precisely, a high-resolution file or vector format such as SVG or PDF may be preferable.

If the image you provide isn't suitable for the product you've ordered, we'll contact you if we need a different file.

Will I receive a proof before my item is made?

Due to the bespoke nature of our products, we don’t routinely provide proofs before production. Our products are created using either the example design shown on the listing or the detailed instructions you provide when placing your order.

Please make sure you carefully check all names, wording, spelling, colours and other personalisation details before submitting your order.

If we feel that we need to clarify anything before making your item, we will contact you before proceeding.

If you would particularly like to see a proof before your item is made, please contact us at sales@brandelane.co.uk before placing your order and we’ll do our best to accommodate your request where possible.

What happens if I enter the wrong personalisation?

Please check all personalisation carefully before submitting your order, including names, spelling, dates, wording, colours and any other details.

Your item will be made using the information you provide. If you notice a mistake after placing your order, please contact us immediately. If we haven't started production, we may be able to correct it.

Once production has started, we may not be able to make changes, and we cannot be responsible for errors in personalisation supplied by the customer.

Can I change my personalisation after ordering?

If you realise you need to change something after placing your order, please contact us as soon as possible at sales@brandelane.co.uk.

As our products are made to order, we may begin creating your item shortly after your order is placed. We’ll always do our best to accommodate changes, but once production has started, we may not be able to make amendments.

Will my item look exactly like the photos?

Our product photographs are provided to show you the style and finish of the item and to give you an idea of what we can create.

Because many of our products are made and personalised individually, your finished item may vary slightly from the example shown, particularly where you have requested different colours, fonts, wording or designs.

Colours can also appear slightly different depending on your screen and the material being used.

We will always aim to create your item in line with the information and instructions you provide when ordering. 💕

ORDERS & BESPOKE REQUESTS

Will more products be added to the website?

Absolutely! 💕 We’re always working on new designs, products and collections, so our website will continue to grow. If there’s something specific you’d love to see, feel free to get in touch and let us know — you might even give us our next idea! ✨

Can I place a bulk order?

Absolutely! 💕 We’re happy to accommodate bulk orders, whether you’re ordering for an event, business, party or special occasion.

Please get in touch with your requirements and we’ll discuss quantities, designs, pricing and timescales with you.

Can I order personalised items for weddings, parties or events?

Absolutely! 💕 We love creating personalised items for special occasions.

Whether you need wedding favours, gifts, party items, matching products, children's party bags or something completely bespoke, get in touch with your requirements.

For larger orders, we recommend contacting us as early as possible so we can discuss quantities, designs, pricing and timescales with you.

Can I order if I need my item by a specific date?

Absolutely! 💕 If you need your order for a specific date, we recommend contacting us before placing your order so we can confirm whether we can meet your required timeframe.

Please remember that dispatch and delivery times can vary, so we cannot guarantee a specific delivery date unless this has been agreed with us in advance.

Still can't find what you're looking for?

Don't worry! 💕 Brande Lane is all about creating something personal and unique.

If you can't find exactly what you're looking for, get in touch with us at sales@brandelane.co.uk and tell us what you have in mind. You can even send us an inspiration picture.

We'll see what we can create for you. ✨

DELIVERY

How much is delivery?

Delivery costs depend on the size and weight of your order and the delivery service selected. The available delivery options and prices will be shown at checkout before you complete your purchase.

We offer free local delivery within our designated local delivery area, as well as free standard UK delivery on orders over £75. If your address qualifies for free local delivery, this option will automatically be shown at checkout.

How long do personalised orders take to be dispatched?

Because every order is made especially for you, our dispatch times can vary depending on the product, the size of the order and how busy we are.

Your estimated dispatch timeframe will be shown on the relevant product listing wherever possible. Please remember that dispatch time is different from delivery time — once your order has been dispatched, the courier's delivery timeframe will apply.

If you have an important date you need your order for, please contact us before ordering and we’ll do our best to help. 💕

Do you ship internationally?

At the moment, we currently ship to UK only.

I live locally, can I collect my order?

We don’t currently offer customer collection. However, if you live within our local delivery area, we offer free local delivery straight to your door. 💕

If your address qualifies for free local delivery, this option will automatically be shown to you at checkout when you enter your delivery address.

We also offer free standard UK delivery on orders over £75.

PAYMENTS, CHANGES & RETURNS

What payment methods do you accept?

We accept a range of secure payment methods, which will be displayed at checkout. 💕 All payments are processed securely through our payment providers.

Can I cancel my order?

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

As personalised items are made to order, we may begin production shortly after your order is placed. If production has not yet started, we will do our best to accommodate your cancellation. Once your personalised item has entered production, cancellation may no longer be possible.

Can I return a personalised item?

As our personalised products are made specifically to your requirements, we do not accept returns simply because you have changed your mind or no longer want the item.

However, this does not affect your legal rights. If your item arrives damaged, faulty, not as described or there is an error on our part, please contact us as soon as possible and we will work with you to resolve the issue.

For damaged items, please include photographs of the item and its packaging where possible.

CARING FOR YOUR ITEM

How do I look after my personalised item?

Care instructions can vary depending on the product and the type of personalisation used. Please follow any care instructions provided with your order.