FAQs

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 and service standards you expect from us. As a result, 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.

Unfortunately, our customer service advisers are not able to take payments over the phone. However, for businesses placing orders we can take your order and then arrange for you to pay for it through a transfer note. Please contact our Customer Services Department for further information.

A list of the various e-mails sent at each stage. Possibility or not to make any changes.

• Order received e-mail: you will receive the confirmation that your order has been successfully placed. Customer service advisers will check the contents of your order (message and/or photo)
• Confirmation e-mail: this confirms your order has been validated. Customer Services have approved the contents of your order which is now cleared for production.
• Rejection e-mail: the contents of your order (message and/or photo) have been deemed inappropriate by Customer Services.
• If the problem is with the photo, you can change it yourself using the link provided in the e-mail. Your order will then be sent back to Customer Services for approval.
• If the problem is with the message you can reply to the e-mail indicating the new message you wish to submit. Your order will then be sent back to Customer Services for approval
• Dispatch e-mail: this is to inform you your order has been sent out. You will be given a tracking number for your package. You can connect to the transporter's website.

• 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.

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.

You can contact us on the following number:

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.

If you have a Promotional Code, enter it when confirming your order in the field provided for this purpose.
Please enter your Promotional Code correctly as it was sent to you, without including the asterisk. Don't forget to check it has not expired.

Only one Promotional Code can be used at a time.

Online Promotional Codes are only valid for use on products that are part of a promotion or campaign. Please check whether the relevant promotion is still running. Also, codes are not valid in combination with other promotions.

• Will my promotional code be replaced if I return all or part of my order or if all or part of my order is cancelled?
• What should I do if my question is not answered here?
  We advise you to contact our Customer Services department.

Our delivery rates, detailed in the table below, are based on the amount of your order, the delivery method chosen , the place of delivery, outdoor temperatures (in the event of hot weather, temperature-controlled packaging entailing additional costs may be necessary in order to ensure optimum quality of goods during transport - see the "summer " table) and/or the weight and volume of the package.

For deliveries within the United Kingdom regardless of the amount of your order:
Standard: Between 0-50: 6£ / Between 50-100: 8£ / Between 100-500: 10£ / Above 500: 3% Of total Price

We offer one delivery method:

• Standard Delivery: With this delivery method the maximum delay between the placing of an order and you receiving your package will be eight working days.

You can check the status of your order immediately after it has been placed by clicking on the following link.

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 at the bottom of the address page. Choose an address from your address book or add a new delivery address.

If, however, your order has already been processed and you have an account on our website, we advise you to check its status beforehand by going to "My Account" from the My M&M's website homepage. Then click on the "My orders" section. As long as the status of your order is still "Being validated" or "Being prepared", you can still modify the shipping address via our Customer Relations team. To do so, please contact us by phone and have your order number ready.

• 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.

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.

Your refund will come through within 7 working days as a credit to your bank account. You will receive an e-mail confirming the refund. Interbank deferments may mean your account is only credited a few days later.

Please send an email with a photo of the packaging, all products and the defective product to our customer service department.
Please contact us within 3 working days after reception of the order.