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 despatched 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 http://thisisnessie.com/delivery/ for delivery information.
What should I do if my order arrives damaged?
Please email us at firstname.lastname@example.org 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 email@example.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 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 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 firstname.lastname@example.org 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 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.
Can I frame my personalised print myself?
We offer you the opportunity to receive your personalised print 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.
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.