Frequently Asked Questions

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal.

To set up an account, go to www.ptspersonalised.co.uk, then click on the person icon at the top of the page. Enter your email address, then follow the step-by-step guidance to create your account.

You can change your personal details by logging into your online account. Here you can change your contact preferences, your password, as well as updating your address book.

There are two ways to add an address to your account: Log in to your account, then under ‘My Address Book’ click Create New Address or, at the checkout select Add New Delivery Address or Add New Billing Address.

It’s easy to reset your password. Go to the login page, enter your email address and then select the ‘Forgot Password’ option. Depending on your account set up, you will have up to three options for resetting your password; via SMS message, email or security question. Choose the option you would like, then follow the simple options.

Go to the login page, enter your email address and then select ‘Forgot Password’. Depending on how you set up your account, you will have up to three options for resetting your password; via SMS message, email or security question. Choose the option you would like, then follow the simple options.

All UK orders are dispatched via express delivery, ensuring they arrive the as quickly as possible following dispatch. Once you enter your delivery address at checkout, you’ll see the available delivery options for your location, along with estimated delivery times.

We aim to despatch all orders placed before 3pm Monday – Friday, on the same day. However, as most of our products are bespoke and made to order, they may take an extra 1-2 days to be dispatched.

Yes. PTS Personalised delivers across Europe. Your delivery charge will be calculated for you at the checkout, depending on distance and the weight of your order.

Free delivery is offered to all UK customers on orders over £25.00 (inc. VAT). If you are not being offered free delivery it may be because your order value is too low.

Where possible, PTS Personalised will deliver all of your items at the same time. Exceptions to this may occur when the order is packaged in multiple boxes due to the order size or if one or more of your products is out of stock. In this case, PTS Personalised will contact you to see if you would like to wait for the additional items to come into stock and then send the whole order together, or if you would like to ship available items ahead with the remainder to follow later.

To change your delivery address, call the customer services team on 01772 33 11 11 or email info@ptspersonalised.co.uk. If your order has not already been dispatched, we may be able to update the delivery address on our system.

You can contact PTS Personalised to enquire about the status of your order. All of our orders are sent via tracked services. You should receive tracking details via email or text when the order has been despatched. However, from time to time tracking communications can be blocked by spam filters.

To make changes to your order after you have placed it, please contact customer services on 01772 33 11 11, or by email at info@ptspersonalised.co.uk.

If you haven’t received a confirmation email, please check your email’s spam folder. If it is not in your spam, please contact PTS Personalised and we will send you a copy receipt.

At PTS Personalised we want all of our customers to be totally satisfied with their orders. Should you be unhappy in any way with your order please contact us on 01772 33 11 11 or email info@ptspersonalised.co.uk where we will try to resolve any issues.

If there are any problems with your personalised products, where PTS Personalised is at fault, you will be offered a full refund or replacement. Where personalised products have been misspelled or incorrectly designed by the customer, or the incorrect items have been ordered, we will be unable to offer a refund.

To report a problem with your order, please contact customer services on 01772 33 11 11, or via email at info@ptspersonalised.co.uk. The team will endeavour to resolve any issues as quickly and as easily as possible.

Apologies for any inconvenience this has caused. Please contact customer services on 01772 33 11 11, or by email at info@ptspersonalised.co.uk. The team will sort out the problem and get the correct items sent out to you as quickly as possible.