Firstly, check the date of your order. If it was placed before 4th December (UK) or 20th November (International); your order was placed before the Personalised Cutoff. If the order is after these times, you placed your order after the Personalised Cutoff.

I placed my order before the Personalised Cutoff

We will email out your photo before the 18th December or ten working days from your order date.

If you believe that this window has passed or that you should have received a proof by now, please check your junk or spam mail folder before contacting us.

If the 18th December has now passed, we will have likely dispatched your order anyway in aims of getting your order with you before Christmas. All the information you need will be in the parcel with your minifigure.

I placed my order after the Personalised Cutoff

Any orders placed after the Christmas cut-off of 4th December should accommodate for the office closure days in their order production schedule (add 10 working days). All orders will be processed in the order in which they were received.

Providing you placed your order before your deadline – you should receive your item before Christmas. For all of our personalised items that opted for a proof photo, we email out a photo of your personalised item for your final confirmation before dispatch. We will email out all proof photos before the postal deadline, but if we do not receive confirmation before 5pm on Friday 18th December, we can no longer facilitate Christmas delivery. So if you haven’t heard from us before this date – email us and we will update you. You can read more about our production and delivery times here.

If you just missed the deadlines, it may be possible to meet your order at an increased cost. For more information, please contact us before placing an order and we will let you know whether or not it will be possible to process your order before Christmas.

Please note, however, our response times may be delayed while we process existing orders.

Orders placed before or after the deadline are not guaranteed for Christmas delivery given the current global circumstances, but we will do our best to ensure it arrives in time.

Normally, yes. But due to COVID-19 restrictions and increased delivery times – the year we are unable to guarantee Christmas delivery for any orders, although we will do everything in our power to ensure you order will arrive before Christmas.

Royal Mail have published their ‘Last Posting Dates’ before Christmas, here. Providing we have received your order before the cutoffs (20th Nov, International or 4th December UK) and have received confirmation proofs where needed, we will ensure that your item is dispatched on or before these Royal Mail published dates.

Sadly no. Our shipping times do not include the production time. So unless you placed an order for a non-personalised product, then your order will be dispatched on or before the 10th working day using Next Working Day delivery.

All orders, or finished personalised products packaged up, placed after 1pm will be dispatched the following working day.

If you are requesting an update on your order that has been dispatched, you will have been emailed a tracking number upon the dispatch date. This is also available through the account section of our website, if you have created an account with us. The tracking number can be used to track your parcel on Royal Mails’ website here: https://www3.royalmail.com/track-your-item#/

International orders will have been dispatched as soon as confirmation was received, and can also be tracked on the Royal Mail website using the tracking number emailed out when it was dispatched. Different locations have different delivery times, so please refer to the Royal Mail website for estimated delivery times.

We have worked extra hard to ship all confirmed orders out before the Christmas postage deadlines. We’re a family business, and we know how important it is for kids (and big kids) to get their gift on Christmas morning. So, if you your parcel does not arrive in time for Christmas – we are very very sorry 🙁 We will respond in turn upon our office opening on the 4th of Jan. Thank-you for you patience with us, we will do what we can to make it right.