Can I track my order?
Yes, you will receive a Hermes tracking number in your despatch email..
What delivery options are available?
We offer various options, but based on your location, we would suggest checking what is available at the basket.
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 protected] 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 [email protected] 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 protected] 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 [email protected] 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.
If I'm having trouble using 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.
If I notice 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 cancellation regulations do not apply. Unfortunately, orders cannot be cancelled. Please check your order very thoroughly before completing the transaction.
What resolution do you recommend for photo 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.
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.
What are the eco-friendly credentials of the gift boxes?
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. Click on the buttons on the product page to discover more about their credentials.