FAQ | M&M'S

If you have placed an order and you would like to know how far along it is:

After you have placed an order you will be kept informed of its progress via email

PLEASE NOTE: if you have not received an email, don’t forget to check your spam folder.

Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.

If you have set up an account, you can also track the various stages of your order by logging on here:my account.

PLEASE NOTE: you must set up your account before placing your order if you want to track it through your account.

The status of your order can be accessed via the following link: order status.

PLEASE NOTE: You will need your order number and the delivery postcode.

The four stages in processing your order:

1. Order details:each order must be approved by customer services before it goes into production. Images can be refused for two reasons:

   a) Non-compliant image: you can change the photo by using the link provided in the email. Your order will be sent back to customer services for approval.

   b) Non-compliant text/message: you can reply to the email you will have received to modify your message. Your order will be sent back to customer services for approval.

2. Preparation The order has been approved and will be made in the next few days.

3. Dispatched: The order has been dispatched. Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.

4. Delivered: The order has been delivered. The courier has let us know that the package has been safely delivered.

When you place your order you can choose a delivery address that is different than the invoicing address by filling in the "Delivery address" section accordingly. Choose an address from your address book or add a new delivery address.

No invoice will be sent with the package.

If, despite all the efforts made with your order and its dispatch, you are not entirely satisfied with the quality of our products, please contact our Customer Relations Department by telephone on ( Please make sure you have your order number to hand ):

Once confirmed, your personalised order is immediately sent to our factory so that we can begin the transfer. This process ensures we meet the quality service and standards you expect from us. As a consequence, cancellations or changes to personalised orders cannot be accepted once you have placed your order. Completion of your order on our website amounts to a confirmation on your part that the contents and the details of your order are correct.

We undertake to deliver your order before the date indicated when you place that order. So as to respect this commitment, we cannot accept orders with a specific delivery date.

We would remind you that our products have a "Use By" shelf life of 31 weeks. So you can store them at room temperature, away from direct sunlight, once you have taken them out of their delivery case or box.

You can select the following personalisation combinations: a photo and a text, two different texts or clipart plus a text. For technical reasons your messages, photos or clipart will always be printed alternately on the colours selected.