Help Center

There are several reasons why your items may be shipped separately, including:

• Availability: Sometimes, items in your order may be sourced from different warehouses. In such cases, each item may be shipped separately to ensure that you receive them as quickly as possible.
• Shipping method: Different items may require different shipping methods. For example, some items may require special handling or packaging, while others may need to be shipped separately due to size or weight restrictions.
• Timing: Sometimes, items in your order may be ready to ship at different times or it may be split up during the manufacturing process, which leads to separate shipments. In such cases, each item may be shipped separately to avoid delaying the entire order.

However, during checkout, you will only be charged one combined shipping fee for all items in your purchase. Each shipment of your order will be accompanied by a shipping notification. If the second package does not arrive within 5-7 business days of the first, please contact us and we will assist you straight away.

If your tracking number doesn't work, it could be due to several reasons. Here are some steps you can take to resolve the issue:

• Check for typos: Make sure that you have entered the tracking number correctly. Check for any typos or errors in the number.
• Wait a little longer: Sometimes, tracking information can take a few hours or even a day to update after your order has shipped. In addition, order status will only be updated upon arrival at the warehouse/transshipment location. If your tracking number doesn't work as soon as you receive the email confirmation, please wait 24 - 48 hours for it to update and check again.

If you are still having trouble after 48 hours, contact our Customer Service, Live chat section at the bottom right corner of the screen or via support@personalchic.com so that we can assist you right away.

In some cases, there may be delays or issues with the shipment that are outside of our control. If you are concerned about the status of your order or have any other questions or concerns, please don't hesitate to contact our customer service team for assistance.

If your order was expected to arrive by now but you still haven't received it, before contacting us, please assist us by doing the following:

• Check the tracking information: Use the tracking number provided to check the status of your shipment. Sometimes there may be delays or issues with the carrier that are beyond our control. If the tracking information indicates that the package has been delivered, but you have not received it, contact the carrier for more information.
• Check your shipping address: Make sure that the shipping address you provided is correct and up to date. It's possible that the carrier attempted delivery to the wrong address or that the package is being held at a local post office or delivery center.
• Check with your neighbors to see whether the parcel was left with them by the courier.

If the delivery address was correct and the parcel was not left at the post office or at your neighbor's, please contact us at support@personalchic.com and provide your order number.

If you discover an error in your delivery address, we can send you a replacement, but the new order would be at your expense.

All items are made-to-order. This means that when you place your order, we will print this item just for you, one at a time for the best quality!

• Production process includes the time for fulfilling orders based on your personalization, quality checking to ensure that every item reaches our customers in the best condition and finally packaging. Since all items are made to order, a certain amount of time is required for production before sending them out to you.
• Shipping time is calculated from the day your order leaves our door to the day it reaches your delivery address.

Production and Shipping times vary depending on what types of items you purchase and the delivery location. Kindly note that this is the estimated time frame only.

 

Product	Production time	Shipping time
Apparel	2-4 working days	3-5 working days
Pillow	2-4 working days	3-5 working days
Mug	2-4 working days	3-5 working days
Ornament	5-7 working days	8-20 working days
Doormat	2-4 working days	3-5 working days
Canvas	2-4 working days	3-5 working days
Poster	2-4 working days	3-5 working days
Metal Sign	2-4 working days	3-5 working days
Night Light	2-4 working days	10-25 working days
Tumbler	2-4 working days	10-20 working days
Other	2-4 working days	3-5 working days

*Special Note: With busy special occasions including Valentine’s Day, Women’s Day, Mother’s Day, Father’s Day and Halloween or Christmas, production and delivery times might extend a few days longer. Our cut-off times should be publicly shown on our website. We do not guarantee the on time arrival or take responsibility for late delivery of orders placed after cut-off dates.

The cost of shipping will depend on several factors, including the weight and size of the package, the shipping method selected, and the destination address. The shipping cost is calculated during the checkout process.
If the amount of the order is 70£ or more, no shipping costs will be charged.
Please note that shipping costs may vary depending on promotions, discounts, or special offers. Some items may also be eligible for free shipping or reduced shipping costs.
If you have any questions or concerns about shipping costs or options, please contact our customer service team for assistance. We are here to help you find the best shipping solution for your needs.

We understand that sometimes you may need to change your shipping address after placing an order. At Custom Chic, we want to make sure you receive your order as quickly and efficiently as possible. Therefore, we allow customers to change their shipping address within the first 2 hours after placing an order through our Live chat section at our website interface, Customer Service or via support@personalchic.com.
Please note that changing your shipping address after the first 2 hours of placing your order may not be possible, as your order may already be produced.
Additionally, some orders may not be eligible for address changes due to security reasons or other factors.
Also, please keep in mind that changing your delivery address will also result in a slower delivery time than you originally expected. Please wait a little longer to receive the goods.

If you receive a product that is damaged or incorrect, please email the following details via support@personalchic.com:

• Order number: Providing the order number can help us quickly identify your order and verify your purchase. This can help expedite the process of resolving the issue and getting a refund or replacement.
• Video or photo of inaccurate or damaged product: Take clear photos of the damaged or incorrect product, including any packaging or labels. This will help provide evidence of the issue and may be required to support your claim.
• Complete delivery address: If the delivery address was incorrect or incomplete when the order was placed, this could have contributed to the delivery issue.

Our customer service team will check and respond to you soon. If the fault is serious, we will send you a replacement within a reasonable time.

If you would like to exchange a received product for something different, please contact us via support@personalchic.com.
Note that our products are made-to-order; we do not exchange or refund items unless an item you received has a major problem, including:

• This is when the item significantly differs from the description or overview presented to you.
• Is harmed as a result of our factory's or the carrier's error
• Does not correspond to what you ordered (type of product, color, size, design ...).

Please allow the 20% difference between the advertised image and the actual item you received, as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.

We don't currently have any policies in place for returns of products. You don't have to send back the received damaged item to get a refund or replacement.

If your product is defective or not as described, kindly send us images that clearly demonstrate the damage via an email at support@personalchic.com. After reviewing your request, Custom Chic agents will offer you the most reasonable solution by offering you a replacement or refund.
Our policy lasts 30 days from the delivery date. If the 30-day period has passed, we can’t offer you a refund or exchange.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

We currently accept the following forms of payment:

• Credit Cards: We accept Visa, American Express, MasterCard, and Discover.
• Debit Cards: We accept debit cards featuring the MasterCard or Visa logo. If you’re paying with a prepaid debit card, you must register it before using it for online purchases. You can do this by following the instructions on the card or contacting their own support teams.
• PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.

In truth, there are numerous typical reasons why your credit card is being denied. If your card payment was refused and you're not sure why, please see the list below:
If your card is new or newly reissued, be sure it has been activated.
Check Your Card Information:

• Double-check that all of your information was successfully input. Transposing numbers (CVV) is a common blunder.
• Check the Card Expiration Date.

If You Have Exceeded Your Credit Limit

Depending on your card, your purchase may be refused if you are already over your credit limit or if this transaction would send you over it. While some credit cards allow you to go beyond your credit limit, other lenders may refuse the purchase.

Suspected Transaction
If you make a sizable purchase, particularly one that is out of the ordinary for you, the transaction may be examined for possible fraud. Try to confirm the transaction by entering the code (OTP), or get in touch with your bank and try again later.

Your account was terminated
Contact your bank or try adding a new card

Technical Issue

• Try the procedure again later.
• Call the customer support number shown on the back of your card if everything appears to be not in order. They will help you to solve the problem.
• If not, you can checkout with PayPal and place an order.

Personal Chic takes your security very seriously by verifying each transaction with credit companies and only processing orders that are authorized by them. In the case of a suspicious or declined transaction, we may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit or debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards and PayPal offer buyer protection for online purchases. Please contact them directly for specific details as it may differ from one financial institution to another.