Yes, you will receive a Hermes tracking number in your despatch email.
Frequently Asked Questions
Can I track my order?
What are the delivery options?
We offer two options. These are Hermes standard which takes 3 to 7 days and also next day delivery.
Please note that next day means from date of dispatch, not from date of order.
Do you offer Saturday delivery?
Parcels may be delivered on a Saturday. However, we do not offer a named day delivery option.
When will my box arrive?
- Orders placed before 11am Monday to Friday will be despatched within 2 working days using our standard delivery service unless the customer opts for next day delivery.
- Orders placed on a public holiday will be despatched within 3 working days using our standard delivery service unless the customer opts for next day delivery.
- Orders placed before 11am Monday to Friday that request next day delivery will be despatched that day.
- Orders placed after 11am Monday to Friday, on a weekend or a public holiday, that request next day delivery will be despatched the next working day.
Please note that ‘next day’ delivery means from date of dispatch, not the date of your order. Orders made after 11 am requesting next day delivery will be dispatched the following day.
My box has arrived damaged, what can I do?
We hope that you are thrilled with your perfect personalised box. However, if it does arrive damaged, please call us as soon as possible on 01342 821878 or email us at email@example.com. Please quote your order number. We may ask you to take a photograph of your damaged item and email it to us to help us resolve your problem.
How can I contact you?
You can telephone us on 01342 821878 within office hours, email us at firstname.lastname@example.org or fill in our contact form. We endeavour to respond to email and contact form queries within 24 hours. We look forward to speaking to you!
When can I expect a response from customer services?
Telephoning one of our friendly customer service representatives on 01342 821878 is usually the fastest way to get in touch with us. If you choose to contact us electronically, either by email or through our contact form, we will respond as soon as we can – our policy is to respond within 24 hours where possible.
What is your returns policy?
We’re confident that you and the recipient will both love your personalised gift box. As your box is personalised, we can only replace it if it is damaged. We are not responsible for any mistakes made by you and cannot refund you in any circumstance other than the item being damaged.
If your item does unfortunately arrive damaged, please call us as soon as possible on 01342 821878 or email us at email@example.com quoting your order number. We will then arrange for a replacement or a refund back to your original payment method. We may ask for a photo of the damage. Please see our terms and conditions for more details.
How can I get a refund?
As our products are personalised, we can only offer a refund if your item has been damaged. please call us as soon as possible on 01342 821878 or email us at firstname.lastname@example.org quoting your order number. We will ask you to return your item within 14 days. We will then refund the payment method you used to place your order. We will notify you when we have done this.
I’m having technical difficulties with the website, what can I do?
We’ve gone to great lengths to make our website as friendly and easy to use as possible. However, if you do experience a glitch, please telephone us on 01342 821878. We will attempt to resolve the problem as soon as possible. We may ask you some details such as: the browser you are using; the type of device you are using (e.g. Android phone, iPhone, Mac or Windows PC); the error you get, if any; the nature of the problem.
What payment methods do you accept?
We accept Visa, Visa debit, Mastercard and American Express. We also accept payments through Paypal.
How do you keep my personal and payment details safe?
Indiki maintains the highest levels of security. We take the privacy and security of your payment and personal details very seriously. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front of the Indiki.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
We use Sagepay to take your payment details “on the fly” but we do not store them. Sagepay is a secure, industry standard payment system which is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits.
I’ve noticed a mistake on my order, what can I do?
Unfortunately, we cannot rectify a mistake once the transaction is completed. You are responsible for checking your order before completing the transaction – please check your order very thoroughly. Please see our terms and conditions for more details.
Can I make a change to my order?
As our products are personalised, it is not possible to change an order. Unfortunately, orders cannot be cancelled. Please check your order very thoroughly before completing the transaction.
I’ve changed my mind about my order, can I cancel it?
As our products are personalised, normal cancelation regulations do not apply. Unfortunately, orders cannot be cancelled. Please check your order very thoroughly before completing the transaction.
How can I check my order status?
You will receive a confirmation email when you complete your order and a further one when your order is shipped. The email with contain a tracking so number so you can track your parcel.
Where can I see my order? Or my previous orders?
To see previous orders, you need to ensure you have created a secure account. Then you can log in to your account to see all of your orders, past and current. You can create an account by clicking the little person icon on the top right of the screen.
How can I change the address details on my order?
If you need to change the address on your order, please call us as soon as possible on 01342 821878 and if the parcel is not yet shipped, one of our friendly customer services representatives will be happy to make that change for you
What resolution do you recommend for photograph uploads?
If you are uploading a photo, images must be in JPEG or PNG format. Any other format such as Word documents and PDFs cannot be accepted. For best results we advise that you upload your photograph in the highest resolution possible. If you are scanning an image, we recommend you scan it at the highest setting on your machine (for example 600 or 300 dpi minimum). If you upload a photo with a low resolution that won’t create a good quality print, our customer services team will get in touch with you on the contact details you provide to discuss your options. If we cannot contact you after seven working days of trying we will print the order with the photograph as supplied.
What if I don’t see the exact design and box combination I would like to order?
Sorry about that! We do change our designs every so often, so do check back. If there is a suitable box, you can always upload a photo of a design that you like. Our design team love new inspiration so if you’ve got a great idea, why not tell us and we might consider it for the future.
How do you package the gift boxes to ship them?
Our warehouse team packages boxes all day – it’s what they do – and they will take great care with your order. Your box will be carefully packaged in a secure outer box, making it snug using recycled tissue paper where necessary. In the unlikely event that your package arrives damaged, please call us as soon as possible on 01342 821878 or email us at email@example.com and we will arranged for a replacement or refund.
Where do the designs come from?
All of our designs are original and made by our massively talented in-house team. They love inspiration and new ideas. If there a theme or design that you think is missing, why not get in touch with us and tell us your idea?
How do I save a design to return to later?
By creating an account, you will be able to save your design to complete later. The personalise tool has a ‘save’ button that will save your design into your account. When you log in you will see it there. You can create an account by clicking the little person icon at the top right of your screen.
Can the gift boxes be recycled?
Here at Indiki we really care about our impact on the earth and this means that we insist on each and every product using minimum resources and leaving as little waste as possible. We can’t imagine why anyone would want to throw away the lovely box you thoughtfully chose for them – but when the time comes, you can be sure that the box can be recycled.
It says that many of your products are eco-friendly, what exactly does this mean?
Environmental sustainability is at the heart of everything we do. All of our products are made from partly or fully recycled material or paper made from sustainable forests. All of our boxes are full recyclable. However, we expect that the recipient of one of our beautiful boxes will want to keep it for a long time (possibly forever!) before sending it for recycling.