I’ve lost my log in details, what should I do?
Go to the Login page and at the bottom it will ask "Forgotten your login details" simply click on the specific tab and it will ask you to enter your email address and the answer to your security question. Once you have done this your new password will become the answer to your security question, from there you can login and change it to a more memorable password.
I’m not able to login to the website, what should I do?
If you cannot login and your email/password is correct, please contact our Customer Service Team at email@example.com
Tell me how I go about personalising an item/gift?
With our simple step by step process it is now easier and more fun than ever before to create the perfect personalised item or gift. Our personalisation software “Configuration Tool” allows you to choose from our extensive library, of professionally designed Artwork, which embraces some fresh and exciting new designs as well as some of the older favourites that always prove popular. There are many items within the site that offer Photo uploads for either a complete photograph or face area to be placed within a funny template or caricature.
If I am sending the item as a gift do I need to wrap it?
Your personalised gift will arrive beautifully presented inside a well constructed and very durable white cardboard box. Each box will be sealed using our eye catching and decorative parcel tape and finished with a bow, saving you both time and money, as well as removing the need for you to wrap it yourself. This level of presentation and attention to detail also enables you to have the item delivered directly to your chosen recipient and if this option is chosen, you will be asked to complete a complementary, personalised gift tag during the check out procedure, which will then be enclosed within the box prior to despatch.
Presentation Gift boxes:
Dont forget to take a look at our high quality range of carefully selected presentation ideas for Wines, Spirits and Candles.Can I have the gifts posted back to me so that I can personally deliver the present?
Yes of course, If you would like to personally deliver the item yourself, as a gift and experience the recipients excitement when opening their ihug package at first hand, then please select the option of “back to me” when making the order.
What are the different payment options that I can use?
Visa, Mastercard, Visa Debit, Switch, Solo, Meastro, Connect and Electron. Alternatively, send us a cheque and once we are in receipt of cleared funds we will credit your “Year ahead planner” enabling you to order goods to the value of your account balance...Oh and of course, never forget another birthday or special Anniversary ever again!
Are my personal details safe and secure?
Your Security is extremely important to us and is something that we also take very seriously. Please be assured that we are fully committed to protecting your privacy at all times.
We are registered as required by law under the Data Protection Act 1998 Registration No Z2696565. To avoid the risk of computer fraud, your credit card details are not stored within our database, server or ordering system. If using a public computer or terminal, always close the browser when you complete an online session.
I’ve noticed a mistake, can I change or cancel my order?
As soon as you notice a mistake or error regarding your order, please email our Customer Service Team immediately. Alternatively you can call us on 0845 601 4011.
Important: Please note that if your order has already been processed and sent to our printing department for production, we may not be able to change or cancel your order.
Charity Donations – Who pays them and how.
At ihug we are very proud sponsors of some very worthy UK charitable organisations. We donate a specified sum of money every time you make a purchase, on an item by item basis. The product is linked directly to an auditable payment trail and then payments are paid to each specific Charity on a monthly, (or in some cases quarterly) basis. Please note; these donation payments are not charged to the customer, but are taken from the retail price of a product and is calculated once the VAT has been deducted.
What are the delivery options that I can choose from?
Royal Mail 1st Class
Our next day courier service has been specifically designed with our valued customers in mind. There is no longer any need to wait in all day for your ihug parcel because our delivery service provides you with a very useful and convenient one hour delivery slot and notifies you by either email or text message.
This has proven to be an extremely popular benefit with our busy customers and we are therefore pleased to be working with one of the UK’s leading delivery companies, whom like us understand the importance of good service and customer care.
My order hasn’t arrived, what should I do?
The majority of our deliveries are handled by The Royal Mail and if ordered by 2.00pm, within a normal working day, will normally be delivered the next working day, but some may take up to 3-4 working days (this may also depend on whether a full postal code was entered).
What happens if nobody was at home to receive the parcel?
Please be aware that if nobody was home and your gift could not fit through the letter box, then the item may have been returned to the depot for redelivery. If you have not received your items within 3-4 days, you must check with your local sorting office that they are holding items for you. (even if you have not received a notification card from your postman)
If you have still not received your gift after 7 working days please contact our Customer Service Team at firstname.lastname@example.org and they will be happy to help.
Requirements for Photo Uploads:
For the best results we recommend that your picture be taken with at least 3 mega pixels and that the file size is of at least 2 MB. For your information most modern mobile phones and compact cameras have a minimum of 3 mega pixel quality. Uploading the images is easily achieved using a high resolution JPEG or PDF. Please see below for a few helpful hints.
Is your photo a. jpg file format?
If not, we recommend you open it in the standard picture viewing software on your Computer (PC users choose ‘Windows Photo Viewer’, Mac users choose ‘Preview’) and Save it again in the correct format, which should then be correct to use.
Is your photo currently stored on your Computer?
If you are uploading your image to the website from a Flash Drive, Dongle, Digital Camera, or any other external device, this may cause problems. To avoid any issues, we recommend that you save the image onto your computer first and then upload from the computer onto your chosen product.
The time necessary to upload images can vary depending on their size and the speed of your internet connection.
If you haven’t found the image you are looking for within our portfolio, you can always purchase an image from a stock supplier and upload it to our system. Any such purchases should be in a JPEG format in the highest possible resolution available on a Standard License.
All ihug images are of a high resolution, which enables very high quality reproduction and finely detailed wallpapers to be created for you.