Frequently Asked Questions

Welcome to Fairytale by London’s FAQ page! We’re covering our most asked questions. We’ll answer all your top questions in the list below.

How much does personalisation cost?

All of our personalisation is completely free!

Can you deliver the gift directly to recipient?

Yes. A lucky recipient will be filled with joy when will receive a gift wrapped & delivered directly through the door!

I’ve made a mistake with my order, can I change it?

If you have made an error with personalisation or shipping details you need to contact us as soon as possible and we will do our best to correct the error.

I'd like something more personal, can you do that?

Of course! If there are any specific designs you have in mind and would like something a bit more personal, that is totally fine. We can work with you to create something unique to you without any extra charge.

Do you ship outside of the UK?

Yes, we ship to every country in the world with additional shipping cost. When an order is placed, we evaluate the carrier for the fastest possible delivery to your destination. Some orders to Europe can arrive in under a week. However, packages can get delayed pending customs clearance for a number of reasons, and we unfortunately have no control over any such delays. Therefore, please plan conservatively and expect arrival times of 8-15 days after your order is placed.

What happens if my item was damaged in transit?

We will replace any items that were damaged, free of charge. Simply email us a picture of the damaged item along with your name and order number and we’ll get the replacement with priority.

My box is a gift, I don't want a receipt or any prices.

We never include receipts or packing slips inside any of our boxes, knowing that they are almost always a gift.

My tracking number says that it was delivered, but never received the order.

If this happens our customer service team will try its utmost to assist you. We will contact the courier and make the relevant enquiries to locate your order.

My item is personalised, can i return it?

Personalised items cannot be returned unless faulty. Replacement will be issued for faulty items. Read our "Return Policy" for more information

Do you offer express delivery?

We normally use 2nd class service that it takes around 3-5 working days.If you need your order earlier please contact with us and we will arrange to arrive on time without extra cost.

Didn't find what you were looking for? Feel free to contact us at any time!