Common Queries

The Info You’re After

What is your return policy?

We are certain you’ll love what we make but if the product you have purchased is personalised, we are unable to accept returns or issue refunds. 

For most other products you have 28 days to notify us if you wish to exchange or return the item.  The return period will expire 28 days from the day on which you receive the product.


In the event an item should arrive damaged, we may require photographic evidence. Please get in touch and we will arrange a replacement. Customer service is of utmost importance to us as a small business. 

My parcel arrived damaged, what should I do?

How long will it take for my order to arrive?

Most of our orders should take around 5-10 working days. However, if you should need your gift sooner for a special occasion, please be sure to let us know and we will do our best to deliver on time.

Can I order a custom design if I can't see what I want?

If you can't see exactly what you want, please give us a call with your request. Here at Thoughts That Count, we will always try to accommodate our customers' needs.

It may take a little longer but we'll give it a go.

Do you ship internationally or just the UK?

We currently only ship within the UK but watch this space.