Helpful information
Here you’ll find answers to the questions we’re asked most often about our memorial pieces, personalisation options and how your order is handled with care.
If you can’t see your question here, you’re always welcome to get in touch and we’ll be happy to help.
Ordering & personalisation
Can I use any photo for my personalised item?
In most cases, yes. Clear, well-lit photos usually work best. If we spot a quality issue that may affect the final result, we’ll email you before printing so you can decide how to proceed.
Can I add my pet’s name, dates or a short message?
Yes. Many of our designs include a personalisation box where you can add names, dates or a short message. We’ll place these carefully to keep the design gentle and readable.
Will I see a proof before my order is printed?
Most items are designed to print exactly as shown on the product page, with your wording simply added. For products that involve more detailed artwork changes, we’ll send a digital proof for approval before printing.
Production & delivery
How long will my order take to make?
Most items are printed to order within 2–4 working days. During particularly busy times this may be a little longer, but we always aim to send your order as soon as possible.
How long does shipping take?
UK orders usually arrive within 2–5 working days after dispatch. International delivery times vary by country and will be shown at checkout along with shipping costs.
Do you offer tracking on orders?
Where tracking is available, we’ll include the details in your dispatch email so you can follow your parcel’s journey to your door.
Returns, refunds & issues
Can I return a personalised item?
Because personalised pieces are made especially for you, we’re not usually able to accept returns if you simply change your mind. However, if there is a fault, damage or printing error, we will put it right.
What should I do if my order arrives damaged?
We’re really sorry if this happens. Please email a photo of the damage, plus your order number, to hello@alwaysinmyheart.co.uk and we’ll arrange a replacement or suitable solution as quickly as possible.
I made a mistake in my personalisation – can it be corrected?
If your order hasn’t gone into production yet, we can often update the details. Please contact us as soon as possible with your order number and the correct wording and we’ll do our best to help.
Still need help?
If your question isn’t covered here or you’d simply prefer to talk things through, you’re very welcome to get in touch. We read every message carefully and respond within 24–48 hours.