Personalised Gifts Made Simple
Find quick answers to your questions about our personalised gifts and ordering process.
Ordering and personalisation
Pick your product and personalisation option, add your text or images, then give everything a quick check before adding to basket. We print what you submit, so spelling and layout matter.
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Design editor help
Use the editor to add text, upload images, and place everything where you want it, then preview before you order. It works best on a modern desktop browser.
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Production, dispatch and delivery
We make your item to order, then send it using the delivery service you choose at checkout. Production and delivery are separate timeframes, and can take a little longer during busy periods.
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Changes, cancellations and returns
If you need to change or cancel, please get in touch as soon as you can because we may start making it quickly. Personalised items are usually non-returnable unless there is a fault, damage, or we have made a mistake.
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Product care and specifications
You will find sizes, materials, and care instructions on each product page. Following the care guidance helps keep your print looking its best for longer.
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Accounts, contact and business orders
You can check out as a guest, or create an account to make tracking orders easier. For bulk orders or logo and licensed artwork printing, contact us first so we can confirm timings and permissions.
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Ordering and personalisation
Choose your product, select the personalisation option, then click the personalise button to open the editor. Add your text and or images, preview your design, then add to basket and checkout.
Pre-designed means you choose a finished design and it prints as shown.
Text personalisation lets you change specific text only, with the rest of the design fixed.
Full custom design lets you upload images and move, resize, and edit elements more freely in the editor.
Yes, if you choose a personalisation option that includes image upload. Upload your photo or logo in the editor and position it within the printable area.
Use PNG or JPG for most images. PNG is best for logos and graphics because it can keep a transparent background. Avoid screenshots where possible as they are usually low quality.
Use the highest resolution you have. As a rule, aim for at least 1500 to 2000 pixels on the shortest side for photos, and higher for designs that cover a large print area. If the editor warns the image is low resolution, the print may look soft or pixelated.
Usually yes, as long as they fit within the printable area and still look clear. If you are ordering a set where each item needs different names, place separate orders or follow the instructions on the product page if we offer a set option.
No, please assume we print exactly what you submit. Double-check spelling, dates, and positioning before you add to basket and place your order.
Yes. Use the preview in the editor before adding to basket. If you want extra confidence, take a screenshot of your final preview for your records.
One personalised item normally has one set of personalisation details. If you need multiple names across multiple items, add each item to the basket separately with its own design.
Screens glow and show colour in RGB, while printing uses inks and can look slightly different, especially for very bright colours. Bright pinks, neon tones, and very dark shades are the most likely to shift. For best results, use good quality images and avoid relying on exact colour matching unless you have arranged a proof process.
Design Editor Help
Select your product options (such as size, colour, or personalisation type), then click the Personalise button on the product page. The editor opens in a new page or overlay depending on the product.
Try these in order:
- Refresh the page once.
- Use Chrome or Edge on desktop.
- Open a private or incognito window.
- Disable ad blockers and any script blocking extensions for the site.
- Clear your browser cache and cookies for the site, then try again.
- Try a different device or network if it is still stuck loading.
In the editor, choose Text (or Add Text), type your wording, then click the text on the design to edit it. You can usually double click the text to change the words directly.
Select your text, then use the text settings panel to change font, size, colour, and style. If the product is “text personalisation”, you may only see a limited set of fonts and controls by design.
Use Upload (or Add Image), pick your file, then insert it onto the canvas. Drag it into position within the printable area shown on screen.
Yes, some artwork, images and mock-ups on our website are created or developed with the help of AI tools as part of our design process. We review and edit all final content before it appears on Made Lovely.
Click the item to select it. Use the corner handles to resize and the rotate handle to turn it. For tidy layouts, use align tools (if shown) or the on-screen guides when objects line up.
Keep all important text and details inside the safe area shown in the editor. Avoid placing key elements right at the edges, and leave a small margin, because slight trimming and alignment differences can happen in production.
Sometimes, yes, depending on the product setup. If you see a Save option in the editor, use it and keep any link or reference it gives you. If there is no save option, treat the design as session-based and place the order once you are happy.
Some setups show a preview image or link, others do not. If your design is stored against the order, it may only be visible after checkout or via a “view design” link. If you are unsure, take a screenshot of your final editor preview before you add to basket.
Usually not, because production can start quickly. If you spot an issue, contact us immediately with your order number and details of the change, and we will confirm whether it is still possible before printing begins.
Production, dispatch and delivery
Production times vary by product and how busy we are. The current estimate is shown on the product page and at checkout.
Production usually starts soon after you place the order. The cut-off for changes is effectively as soon as production begins, so contact us immediately if you need anything altered.
If priority production is available, it will be shown as an option on the product page or at checkout. If you cannot see it, contact us before ordering and we will tell you what is realistic.
Your order is dispatched once production is complete. You will receive a dispatch email when it leaves us.
We use tracked postal and courier services depending on the item and destination. The options available to you will be shown at checkout.
Delivery is calculated at checkout based on your address, the service selected, and the order’s shipping weight and packaging.
Yes, for tracked services. Tracking details are sent by email when your order is dispatched.
Production and delivery can both take longer during peak periods. Order early where possible, and do not rely on last-minute orders for a fixed date.
Currently no, but we are considering it for the future. If international delivery is available for your order, it will appear at checkout. International orders may be subject to local customs charges or import taxes.
First, check your tracking link for the latest scan and allow extra time during peak periods. If it has not moved for several days or is overdue, contact us with your order number and we will advise the next step.
Changes, cancellations and returns
Sometimes, but only if we have not started production. Contact us immediately with your order number and the exact change needed.
You can request cancellation straight away, but we can only cancel if production has not started. Once a personalised item is in production, it usually cannot be cancelled.
Personalised items are normally non-returnable because they are made to your specification. Returns and refunds are available if the item is faulty, damaged, or incorrect due to our error.
If you spot it quickly, contact us immediately and we will tell you if it can still be corrected. If production has started, a remake may require a new order.
Contact us as soon as possible with photos of the item, the damage, and the packaging, plus your order number. We will confirm the next step, usually a replacement or refund depending on the situation.
Tell us straight away with your order number and a photo of what you received. We will arrange the correct item to be sent and advise what to do with the incorrect one.
If it is a defect (misprint, fading, marks, incorrect colours beyond normal variation), contact us with clear photos and we will investigate. If the issue is caused by a low quality image you uploaded, that is not usually refundable.
Report issues as soon as you can after delivery. As a practical rule, contact us within 48 hours so we can resolve it quickly and while all delivery evidence is available.
Delivery charges are normally not refunded unless the entire order is being refunded due to our error or a fault. If only part of an order is refunded, delivery charges usually remain.
Once approved, refunds are issued back to the original payment method. Banks typically take a few working days to show the funds, depending on your card provider.
Product care and specifications
It depends on the specific mug and finish. Check the product page for the exact care rating. As a rule, handwashing is the safest option if you want the print to stay at its best for longer.
Many standard ceramic sublimation mugs are microwave-safe, but not all variants are (for example, items with metallic rims or special coatings). Always follow the product page guidance and avoid microwaving anything with metallic decoration.
Handwash where possible, use a non-abrasive sponge, and avoid harsh scrubbing on the printed area. For drinkware, avoid long hot soaks and let items cool before washing after hot drinks.
Exact sizes and capacities are listed on each product page (including the capacity in oz and ml where relevant). If you need a specific measurement confirmed (height, diameter, printable area), contact us before ordering.
Materials vary by item and are listed on the product page (for example, ceramic, polymer coating, stainless steel, glass, polyester fabric). If you have an allergy or compliance requirement, ask before ordering.
All prints can fade gradually with heavy use, heat, abrasion, and strong detergents. Following the care instructions and avoiding harsh scrubbing significantly improves longevity.
Items intended for food and drink are sourced for that purpose, but use them only as intended and follow the care guidance. If you need confirmation for a specific product or use case, contact us and we will advise based on that item.
Yes. Small variations can happen due to the manufacturing batch, print positioning, and how designs wrap around curved surfaces. We aim for consistent results, but minor differences are normal with made-to-order printing.
The printable area is the maximum space we can reliably print on that product. Keeping important details inside it prevents edges being cut off, wrapped awkwardly, or landing on curved areas where distortion is more likely.
Sometimes. If you need a custom layout, different placement, or a special request, contact us before ordering with the product name and what you want, and we will confirm what is possible.
Accounts, contact and business orders
No. You can check out as a guest. Creating an account just makes it easier to view order history and track orders in one place.
Once your order is dispatched, we email you a tracking link (for tracked services). You can also check your order status in your account if you created one.
Check your junk or spam folder first, then search your inbox for our site name or your order total. If you still cannot find it, contact us with the name and email used at checkout and we will resend the details.
Use the contact form or email us with your order number, the email used at checkout, and a clear description of the issue or request. If it is a print or damage issue, include photos of the item and packaging.
At present we are unable to accept large order quantities however, please contact us with the product, quantity, deadline, and delivery postcode for a quote.
We are not currently accepting bulk orders above 10 units per product.
Yes, as long as you have the rights to use it. Ideally upload a high-resolution PNG with transparent background for the sharpest result.
No, not without permission from the rights holder. That includes most TV, film, sports badges, brand logos you do not own, and character artwork.
Yes. You will receive an order receipt, and we can provide a VAT invoice on request. Please include your business name and VAT details if a VAT receipt is needed.
Not right now. We are still small, so we are not set up to support trade accounts or high volume reseller ordering at this stage.
Need help choosing?
If you are not sure which personalisation option to use, check the FAQ page or message us before ordering.
