FAQs

The Bespoke Gift Company is a wonderful fusion of in-house manufactured products, stock held gifts and gifts retailed on behalf of our Gift Designers.  We understand if things may seem a little complicated so hope this section will go some way to answer your questions and resolve your queries.  If the information you're after still isn't forthcoming within these pages, please contact us at enquiry@thebespokegiftcompany.co.uk and we'll endeavour to respond within 48 hours.  Please note these pages are split into FAQ's for Gift Shoppers and FAQ's for Gift Designers and Creative Members.  Thank you for your time.

General

• Who is The Bespoke Gift Company?

  The UK’s leading bespoke gift retailer. Part of personalised gift manufacturer, The Poetry Studio Limited, The Bespoke Gift Company forms our consumer trading division.  Fronted by a sophisticated website and nationwide retail outlets (trial store launches 2009, future 10 stores rolled out across the next 3 years), the store satisfies the need for both discerning gift shoppers tired of a saturated gift marketplace, and small, creative businesses looking for a platform to sell their customised gifts.

• So, you don’t actually make or own all of your gifts?

  Whilst we stock hold and manufacture the majority of the gifts you see on our pages here, there are a significant proportion of gifts that we simply make available to you by acting as a retail portal to our Gift Designers.  It allows us to expand our range in response to your demand.

• Who is the Target Audience and What’s The Primary Message?

  Gift Shoppers: The only place to shop for unique, bespoke gifts where the shopping is as rewarding as the giving.
  Gift Designers: Showcase your work to a massive audience, boost your sales and enjoy increased exposure.
  Photographers: Profit from your creativity, add your work to our gallery.
  Poets/Writers: Share your love of the written word, be inspired or upload your work.
  Graphic Designers: Profit from your creativity, add your work to our gallery.
  

Gift Shoppers

• How do you write the Personalised Poem? Is it really personalised?

  Yes it most definitely is. No two lines are ever the same.  In order to comprehensively capture your precious memories we ask you to complete a memory prompting online questionnaire (supplied after purchase). This is your chance to inspire us with the personal detail which will create magical and meaningful prose. We're after your most treasured stories and heartwarming thoughts. If you fancy a chat, we're always happy to talk. In fact, quite often once we've spoken personally we glean a fuller insight into the tone and nature of the poem you're after. This aural inkling into your personality assists us in crafting rhyme as effectively as though you'd written it yourself. Very clever!

• How do you require my photographs?

  For the visual element of the poetry gifts, or other photograph gifts, it's up to you to supply your favourite photographs in the quantities selected at purchase.  Any type of photograph from a sepia shot from Grandma’s childhood to tatty 70s photos to modern digital pics are absolutely fine.  It’s at your discretion entirely which ones you supply but please don’t bombard us with hundreds and ask us to choose, as we can’t assess better than you the photos that will make your loved one smile the most.  The best rule of thumb when choosing is to remember who the gift is for and does the photo in question represent a favourite memory?  Once you place your order you’ll be emailed a Job Number and details of where to submit your photographs.  They can either be emailed to us in batches (maximum of 6MB per email please), or posted. We ensure all mailed photographs are scanned in free of charge in our design studio, and are safely returned with your final gift as we appreciate how valuable they are to you.

• I’ve ordered a Montage, how many photos do you recommend I supply?

  The best advice here is to really focus on how many memories you feel it’s vital to incorporate into the montage based on the gift recipient.  If you’ve ordered a canvas montage for your mum and have a lifetime’s worth of fantastic photos you want to cram in then we’d recommend going for the maximum number available.  That’s what will generate the really wow factor for Mum. Conversely, if you’re ordering a wedding montage using professional photography, it can sometimes be more striking to have fewer photos as the less photos you use the larger each one will be represented.  For the framed montages we definitely recommend no more than 10-15 as the space is quite limited and it can look too cluttered if too many photos are squeezed in too small.

• How long will my proof take to come through?

  Drafts of poems will always be supplied within 3 working days of receipt of your questionnaire.  Any amendments required or extra memories to be included are fine. Just email your comments back to us and we’ll be straight on the case revising your poem.  Once your poem is approved we’ll commence work on your design layout, if a visual layout has indeed been ordered.  We’ll email a proof of your layout within 3 working days and ask for your comments on the photo or image arrangement.  We also ask again at this point that you proof read your poem once more as we can accept no liability for copy errors once we’ve received your approval to print.  It’s no problem to revise your layout at this stage.  Our promise to you is to craft your gift to perfection.  We want to ensure every customer is a delighted customer and will work with you to create the perfect, final gift.

• There’s no proof offered but I’d really appreciate one.

  Certain visual gifts don’t include proofs. Please see the descriptive information pertinent to the product in question.  If you feel it’s imperative that you do obtain a proof, please email proofrequest@thebespokegiftcompany.co.uk and we’ll alter your design status to ensure this happens.  Be aware, of course, that this may delay the timings by a few extra days.

• Can I read examples of other personalised poems?

  Please find a selection of our favourite samples along with images of the finished article to inspire and enthrall you here.  Sample Personalised Poetry LINK TO SAMPLES

• I can’t find the poem I’d like within your database.

  No problem, simply order the gift, email us your poem and we’ll work our design magic accordingly.

• I’ve written my own poem, is that okay to use?

  Absolutely, we love it when the gift is even more personal and the heartfelt words come direct from you.  Simply order the product and just email your poem across once you’ve received your Job Number and order details.

• Where do I complete my details for the personalised poem?

  After your purchase you’ll automatically receive a link to your own questionnaire page.  You can add this page to favourites and keep adding to your memories until you’re ready to press submit. At that point your questionnaire will come straight through to us and our poets can start working their magic.

• Where do I upload my photos?

  If you’re using our ‘Create Your Own Bespoke Art’ wizard, you’ll be prompted to upload a single image to crop and layout with words accordingly.  If you’re ordering a standard bespoke product from within our product directory, after check out you’ll automatically receive a link to a form detailing how to submit your photographs to us.  We take photos in email or post form rather than uploading them at present.

• Will my canvas or frame be damaged in transit?

  We’ve refined our packaging to ensure the bubble wrap and secure cartons we despatch your canvas in protect it as far as possible.

• Do you send the frame out with a glass pane?

  No, we use a Perspex alternative which looks identical to glass but is far, far safer to transport without damage

• Can I upgrade my order after I’ve checked out?

  Yes, this is no problem. Simply call our Customer Services team with your Order Number or Job Number to hand and we’ll process any upgrades required.

• How long will my personalised gift take to make?

  Timings vary depending upon the product you’ve ordered.  Each product should clearly state its precise timings on the product page itself.  Where possible we aim to beat all of these timings and ensure we deliver your gift to you early, but we have to be generous in our delivery timings to ensure you’re not disappointed.

• What about Delivery?

  All of our gifts are despatched via First Class Royal Mail unless specified as otherwise by individual gift designers.  Royal Mail state first class post should arrive within 1-2 working days. We package all gifts securely to ensure they reach you safely and in the perfect condition we despatched them in.

• Do you ship internationally?

  All gifts are available for international shipping unless otherwise specified.  Gifts will be securely despatched using Airmail which takes 3 –5 working days.  Overseas Canvas Despatch: Due to certain Airmail size restrictions regrettably we are unable to despatch our larger canvas sizes to overseas addresses.  Only canvases 40cm x 40cm or smaller are available for international shipping.  International Signed For: For extra security, you can specify to have your gift signed for upon delivery, simply select International Signed For at the time of check out.

• And Special Delivery?

  Special Delivery is available on all gifts as specified and guarantees your gift will arrive before 1pm the following working day.  Please note a signature is required with this service.  Special Delivery on Non-Personalised items – if your order is placed before midday, your item is guaranteed to arrive before 1pm the following working day.  Please note a signature is required with this service.  For orders placed after midday, please call to ascertain if your gift will be despatched same day.  We will always try our uppermost to help you ensure your gift arrives as soon as possible. Special Delivery option for Personalised Items – once your gift is ready in accordance with stated production times, and/or once you have confirmed final approval, your gift will be despatched via Special Delivery which guarantees your gift will arrive before 1pm the following working day.  Please note a signature is required with this service.  Saturday Special Delivery This service is available at an extra charge. Please call for further details to upgrade your order to incorporate this delivery option.

• What about your Gift Designers’ Delivery Methods and Costs?

  Please see individual postage methods and costs as indicated with each product.  All of our gift designers are focused on giving you an optimum service to comply with The Bespoke Gift Company’s impeccable customer service standards and will ensure safe, secure and efficient despatch of your gift.  Please note where Gift Designers products are purchased there will be a postage charge applicable to each separate gift designer’s order.

• How do you calculate your Postage Costs?

  Our postage charges are calculated based on The Bespoke Gift Company offering you the fairest postage costs available.  Any products manufactured in-house via The Poetry Studio Limited will be despatched to you FREE OF CHARGE.  We’ll also regularly offer free shipping on many other special offer items. 

  Our First Class delivery charge on other stock items is only £3.95 per basket, unless specified by the individual gift designer as otherwise.  Furniture items and further bulky items are despatched at a cost of £14.95 per basket.  All postage charges will be calculated and clearly marked at the time of check out. 

  See Delivery Costs for further information.

   

• Can you deliver to multiple addresses in one basket?

  Yes, we can do this but please be aware that each separate address will incur its own delivery charge based on the product ordered.

• What is your Returns Policy?

  Received Goods: Where items arrive in less than perfect condition please notify The Bespoke Gift Company within 24 hours of receipt and we will advise on our most appropriate way to resolve the issue. In general, we will request that you return the item to us for a straightforward, no quibble exchange.  We simply ask that you cover the cost of returning the item to us, and we’ll despatch a replacement item at no extra charge, just with a big apology for a less than flawless experience in the first place.  

  Personalised Items: If any bespoke item arrives damaged this is certainly not how your gift was despatched as all of our products are scrutinised by exacting quality control.  As such, the issue will have to be taken up with Royal Mail or the courier service in question.  That of course is The Bespoke Gift Company’s issue.  In the meantime, we want you to receive the perfect gift that you expected.  We ask that you return the damaged gift to us within 7 days of receipt (in its original packaging please) and we’ll start production on a replacement item the moment the gift is returned to us.  Please note these are exceptional circumstances and our packaging and delivery methods have been selected to ensure damage is avoided at all costs.  If damage does occur in transit we offer our sincerest apologies and the reassurance that we’ll endeavour to redeem the problem as quickly and efficiently as possible.

• What is your Cancellation Policy?

  Non-Personalised Gifts: If you change your mind and wish to cancel your order please email cancellations@thebespokegiftcompany.co.uk within 24 hours of placing your order.  We will then confirm if your item has already been despatched and if a straightforward refund is possible at this stage.  If your gift has already left our warehouse, postage charges will still be incurred if cancellation is still required. 

  Received Non-Personalised Goods:If you wish to cancel your order and return your gift to us in perfect condition within 7 days of date of order we will refund you minus the postage charge.  We recommend you return your gift via Special delivery and ask that you complete the returns note accordingly.

  Personalised Gifts and Bespoke Gifts Cancellations:As work on your personalised gift or bespoke gift commences the moment your order is received, regrettably and understandably we can’t accept cancellations on these items.  We promise to craft your gift to perfection and so will happily revise poem drafts or amend artwork until you are 100% happy with your gift.
  

• What are your Gift Designer’s Returns and Cancellation Policies?

  Please see the terms and conditions as stated under the individual Gift Designer’s for individual returns and cancellation policies.  Our Gift Designers have been carefully approved as partners to The Bespoke Gift Company on the basis that their number one concern is delivering you the perfect, bespoke gift.  As such we are confident that each Gift Designer will uphold our exceptional, high quality promise and deliver excellence as standard.  Where errors do occur, each Gift Designer will work with you to resolve the issue as efficiently as possible.  We all have the end aim of sharing the magic of giving with you and focus on this remains paramount.

• What happens if my delivery goes missing?

  All items are despatched from The Bespoke Gift Company with proof of posting, therefore in the rare circumstance where items go missing, the issue will have to be taken up with Royal Mail or the courier service in question.  Royal Mail stipulate that where items have gone missing, we are required to wait 15 working days (longer during busier times such as Christmas or when strike action has recently occurred).  After the time period has elapsed if no item has been returned we can commence claim proceedings and re-issue a replacement order to you.

Gift Designers

• How do I join The Bespoke Gift Company?

  We welcome all applications via our registration page, linked to from The Bespoke Gift Company home page.  If you’re a passionate, talented gift designer and believe your products will appeal to the discerning gift shopper then we’d love to partner up with you.  All we ask is that you maintain the quality standards of The Bespoke Gift Company and ensure your descriptive copy and photographic images of your products fits our brand guidelines.

• What descriptive copy do you need?

  We pride ourselves on inspiring our customers with copy that lifts the product beyond the mere functional and physical and instead positions it emotively and aspirationally.  We ask that your copy works this way to.  Always remember the customer is more likely to convert to a sale if you’ve positioned the product in a way that appeals so enticingly the shopper can’t bear to leave without buying.

• What sort of imagery do you require?

  Either high resolution photographs on a white background or stylishly positioned as a lifestyle shot. We will need good quality imagery not just for our website but for press purposes to, so please take the time to perfect this before you submit your first batch of products for approval.

• What’s your approval process?

  We will review a range of your products and upon acceptance of your registration invite you to start using our CMS (Content Management System). Once you have your first product range ready to upload our editors will check the quality of your imagery and copy and once approved that’s it. You’ll have full editorial control over your portal (in accordance with our terms and conditions of course!).

• How many products can I retail with The Bespoke Gift Company?

  We offer you up to 40 products and you are free to rotate this as you wish.

• Why do you reject some gift designers?

  Our whole premise is the Magic of Giving. If we feel your product range won’t elicit that magical glow we promise our customers upon receipt, then regrettably we won’t be able to work together. Obviously, ranges evolve and expand so we’re always happy to review your range again at a later date. We’ll never close any doors to you with finality.

• What will you pay me?

  We will act as an agent on your behalf so will just take a commission and pass on the transaction charge to you per sale.  You will be in control of stating the gross retail price and setting your delivery charges.  Please enquire fully for our current commission structure.  NB Registration is free until January 2008 when it becomes £199 + Vat.

• How will you pay me?

  Upon approval you’ll submit your bank details and we’ll make monthly BACS transfers direct into your bank account.

• I’m not VAT Registered, does that matter?

  No, you are in control of setting your gross retail price and controlling your VAT payments. We’ll issue you with a statement and VAT invoice via email at the end of each month.

• Can I put a link to my website on The Bespoke Gift Company site?

  No. We permit you to include a logo within your shop window, however stipulate that no link to your website is included.  We also request that no web address is included within your logo design.  Email addresses are also not permitted for publication on our website.

• How will customers fill in the personalisation I require to fulfill their order?

  Within your CMS you will be able to manage the personalisation prompts to ask the customer prior to purchase.

• I’m a Photographer/ Graphic Designer, what profit opportunities are there for me?

  We invite you to join The Bespoke Gift Company and use our site to showcase your work within our galleries. Any customers that then want to purchase a canvas or gift with your image on will earn you a commission.  Please enquire for current commission payments.  NB Registration is free until January 2008 when it becomes £25 per 25 photos uploaded.

• I’m a Poet, what opportunities are there for me?

  We are always on the look out for talented individuals to satisfy our ever growing customer base.  Please see our Contact Us page and apply accordingly there.