Candle

Personalising & ordering

What is personalising and how does this work on the website?
You can start making your gift by clicking the ‘start personalising’ button. In our gift editor, you can personalise the gift completely in accordance with your wishes: add your own picture and/or text. If you want, you can also opt for a cool design to make your gift truly unique.

Is personalisation included in the price?
The price shown on the website includes the personalisation of your gift. Nice and clear!

How do I know if my picture has the right quality?
We want to make sure you are completely happy with your gift. That's why it's important to use high-quality photos. If you're unsure about the quality of your image, please contact our customer service team and include your photo along with the gift you are interested in ordering. They can then check the quality for you!

What formats can I upload?
You upload JPG and PNG files into our editor. Is this too technical or do you have an image of a different format you would like to use? Please contact our customer service. They are happy to help you so you can make the gift you want!

Is my gift wrapped?
Currently, we do not have a gift-wrapping service to wrap your present. We do deliver our gifts in a festive packaging. This means that your gift is ready to be given or that it can be sent to the recipient directly.

Delivery time, delivery options and delivery costs

Can I choose a delivery date?
It is not possible to select a specific delivery date.

What is the delivery time and when do I receive my gift?
The expected delivery dates can be found on the product page.

What delivery options can I choose?
This varies per gift/order. You will be shown the available shipping methods in the shopping basket when completing your order.

Payment

How can I pay my order?
We offer the following payment methods: iDeal, Paypal, credit card and manual bank transfer. In case of manual bank transfer, please note that this takes up to 3 working days to be processed, and will delay the expected delivery dates.

Gift received

What if the gift is not entirely to my liking?
We deeply regret that your gift is not to your liking. Please contact our customer service, they are happy to help you find a suitable solution.

Is the invoice sent along with the order?
No invoice is not sent with your order. You will always receive the invoice in the confirmation email and you can always find it in your MySurprise account. This means you can have the gift delivered directly to the recipient, making it a true surprise!