Telephone
Please contact us on studio@thisisnessie.com if your question is not covered here. This page is not monitored for customer enquiries.

Where’s my order?

We are often asked the question “where is my stuff?”. First things first, please take a look at our Delivery page and check which service you plumped for. This should give you an idea of how long you should expect to wait. If you have opted for a tracked option, you will have been emailed a tracking number. If you can’t see it, please check your junk email for confirmation and add us as a safe sender. If you’re unable to find the email or access the tracking information, please then email us at studio@thisisnessie.com.

What if my product doesn’t arrive in time?

If your order is needed for a specific event, we advise you to upgrade your delivery to the guaranteed, tracked service, as we cannot be held responsible for standard delivery items that are delayed by Royal Mail after we have dispatched them on time. This will put your item out from our studios on a next-day guaranteed, pre-1pm signed-for service with Royal Mail that is nearly 100% reliable and features a tracking number so that you know where in the postal network your parcel is. See our delivery page for more information.

What should I do if my order arrives damaged?

Please email us at studio@thisisnessie.com within 30 days of your order being delivered with a description and photos of the damage.

What should I do if I am not happy with my order?

Please email us at studio@thisisnessie.com within 30 days of your order being delivered with a description and photos of the issue.

Can I cancel my order?

Order Cancellation – Personalised items

All personalised orders are considered final at the point when you place the order. With that in mind, please take care when entering any names, personalised information and gift messages into our website as we are unable to offer replacements for personalised items unless they are faulty.

Order Cancellation – Off the shelf items

We are unable to cancel orders containing off the shelf items. The order is considered final at the point when you place the order.

Adding/Removing Items from an Order

Unfortunately, we are unable to add or remove items from an order once it has been placed. If you would like to order additional items, please place a separate order.

Can I change the delivery address once I’ve placed an order?

We can change the delivery address for an order as long as the order has not been produced and sent to despatch. Please contact us on studio@thisisnessie.com if you wish to change the delivery address for your order. 

Can my items be gift-wrapped?

Simply add the ‘gift wrap’ option when placing your order if it is available and we will lovingly wrap your gift in our Thisisnessie tissue paper and ribbon ready to deliver a smile to the recipient. You will also be able to add a gift message and can send the item to a different delivery address if you wish. Please note that we cannot split the delivery on an order with multiple items so you will need to place an order for each address that you wish us to deliver to.

Can I frame my personalised print myself?

We offer almost all our personalised prints in either a mount or a frame. Our mounts are made from quality off-white board and if you select ‘mount-only’ you can frame the print yourself should you wish to. Most of our prints are mounted in standard ‘A’ sizes so that you can get an off-the-shelf high street frame for them. We do advise that you read the product descriptions carefully as these have full dimensions in them. In an ideal world, you should wait until you have your print in your hand before purchasing a frame. We cannot be held responsible for any mismatch you encounter between a frame you have bought and a mounted print from our store.

What are your frames made of?

Our frames are handmade in the UK from solid wood with premium synthetic glass. We use synthetic glass because it is superior to actual glass for framing purposes: it’s less reflective, stronger, and safer, won’t break during transit and it’s lighter, which keeps delivery costs down.  

We employ an amazing team to lovingly frame your prints and we are very proud of this service however we recognise that the frames are an additional cost and it is for this reason that we offer the print mounted (unframed) as well as framed so that you have the option to frame the print yourself in a cheaper frame should you wish.

Terms & Conditions

All personalised orders are considered final at the point when you place the order.

Please make sure you refer to delivery times if your order is needed for a specific event and then select the appropriate delivery option. See our delivery page for more information.

Please ensure that you take extra care when entering your personalised information and gift messages into our website as we are unable to offer replacements for personalised items unless they are faulty.

All personalised products are made to order and as such there might be slight variations between one item and another.

Refunds & Returns

Personalised goods cannot be returned or refunded unless they are faulty. Please email studio@thisisnessie.com within 30 days of your order being delivered,  with a description of the fault and clear photographs of the product.