Please ensure you read the FAQ's below before contacting us, which will give you a much quicker answer to your question. More than 90% of customer queries can be answered via the FAQ's below
We want to ensure your order reaches you as soon as possible, so once your order has been placed, it goes into our print queue automatically. If you notice a mistake or need to amend your order or there is an error to the delivery address, you can change your order via our automated system within 1 hour of payment via the ‘I need to amend my order’ contact form option at the bottom of this page.
If we are contacted any later than this, your item will be in production & we will NOT be able to make any amends to your order. THERE ARE NO EXCEPTIONS TO THIS PROCESS. Please do not email requesting an amend after this time, as the amend wlll NOT be able to actioned .
We are a commercial printer & operate 24 hours a day, 7 days a week.
Our amends policy is detailed below.
This option is for requesting AMENDS TO ORDERS SUBMITTED IN THE PAST HOUR ONLY. After one hour your order will be moved into our automated production & no further amends can be actioned. THERE ARE NO EXCEPTIONS TO THIS PROCESS & please do not email requesting an amend after this time, as the amend wlll NOT be able to actioned
If you have noticed a mistake or need to amend your order, you are able to make changes to it up to one hour after it is placed by editing your order by yourself using our automated system.
Once you have amended your mistake, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address & supersedes any previous order confirmation details. If you do not see this confirmation either on screen or via email, the amendment request has NOT been submitted.
Please note we are unable to action any requests to make a manual amend (which includes spellings, text changes, font changes, font sizes, position of text, colour changes) & customers MUST make any amend themselves in the same way as they have placed their order.
Requests for any changes sent via our ‘general enquiries’ option cannot be actioned. We are also unable to process amends via telephone, email (including replying to your order confirmation, order in production or dispatch emails), social media or any other form of communication other than via the ‘I've noticed a mistake’ option at the bottom of this page.
Any amend requests to make a change to the design submitted via the gift message option will NOT be actioned. This option is solely to change the gift message itself.
As all our designs are templates that enable customers to see their designs previewed ‘live’ on screen, we do rely on these being checked by the customer prior to payment, & strongly emphasize that it is the customer's responsibility to ensure that the content and layout of the design is accurate and precise before approval when placing the order. This includes: - spelling, grammar, layout, colours, sizes, font size, quantities, delivery address and type of product e.g. print/framed print/canvas/cushion etc.
Due to our designs being bespoke software templates which requires coding, you are unable to make any changes after purchase for the following:
We are unable to cancel any orders one hour after placing the order, as your order will be in production.
Making any changes will delay the dispatch of your order by 1 working day
Our contact details to submit an amend can be found on the following link or at the bottom of this page. Please ensure you select the 'I need to amend my order' option as we are unable to action amend requests via the general enquiries option: https://www.chatterboxwalls.co.uk/contact-us.php
The most accurate & up to date information on the delivery status of your order is available by clicking on this link, & also via the tracking link on your dispatch email. Please note that our customer service team will NOT be able to give you any more up to date information on the delivery status of your order than is available online on our delivery partners websites for status tracking.
IMPORTANT - If the Royal Mail status shows 'We're expecting it - Sender has dispatched item', this means that it has been dispatched, but the Royal Mail have not yet scanned the item at their mail centre. It does not mean that the item hasn't been dispatched
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We aim to dispatch all orders in 2 working days (which is an aim & not a guarantee) & can be tracked either via the link on your dispatch email or via the following link: https://www.chatterboxwalls.co.uk/track-my-order.php
This will generate a link to our delivery partner’s website & will give you the most accurate & up to date information as to the delivery status of your order.
Delivery timings are estimates which are an AIM & NOT A GUARANTEE & are dependent on the performance of our delivery partners (Royal Mail & DPD)
Please note that our customer service team will not be able to give you any more up to date information on the delivery status of your order than is available online
All standard free delivery orders will be produced & dispatched in the date order which we receive them, with no exceptions.
We also offer an express delivery option for £6.95 where your order is prioritised in production & dispatched on an estimated next working day delivery (see below for further information)
An order dispatch email will be sent once your order has been dispatched
UK Delivery Estimates
Free standard delivery
We aim to dispatch all orders within 2 working days (which is an aim & not a guarantee) on a Royal Mail tracked 48-hour delivery service (which is an aim & NOT a guarantee by the Royal Mail). Estimates for the delivery timing, can be found on each product page.
Whilst more than 95% of orders are delivered within 2-3 working days, on rare occasions, packages can be delayed in our delivery partner's network. Our delivery partner, the Royal Mail, defines items as being lost as being 12 working days after its due date of delivery, so if delivery hasn’t been attempted by 12 working days after the due date of delivery, please get in touch & we will dispatch a replacement
Express delivery
Express delivery orders are prioritised in production & dispatched within 1 working day of the order being placed & then dispatched on a next working day delivery by our delivery partner (so delivery is estimated to be 2 working days from placing the order), which is an AIM & NOT A GUARANTEE (by our delivery partners the Royal Mail & DPD). Please note we DO NOT OFFER REFUNDS on the express delivery cost if your item is not delivered within the estimated timescale & you will have already confirmed acceptance to our express delivery policy when selecting the option
We are unable to offer a next day express delivery option to the following postcodes: AB31-56, BT1-82, HS1-9, IV 1-63, KW1-17, PA20-78, PH4-50, ZE, IM & Channel Islands.
If you make an amendment to your order after purchase, your order dispatch will be delayed by at least one working day – more information on our amends policy can be found on our contact us page
If you have received a dispatch email from us, but when you have tried to track it on Royal Mail's website, it statess 'We're expecting it - Sender has dispatched item', this means that it has been dispatched, but the Royal Mail have not yet scanned the item at their mail centre. It does not mean that the item hasn't been dispatched from our warehouse
The most accurate & up to date information on the delivery status of your order is available by clicking on this link, & also via the tracking link on your dispatch email.
Please note that our customer service team will NOT be able to give you any more up to date information on the delivery status of your order than is available online on our delivery partners websites for status tracking.
We are really sorry, but you are unable to make any changes to an order more than 1 hour after payment as it will be in production.
We encourage customers to check your design for accuracy BEFORE placing your order & when placing your order, you confirm acceptance via our terms & conditions that ‘I have approved the design I have created to proceed to production, and it will be produced exactly as previewed. This includes spellings, grammar, layout, colours, sizes, fonts (including distressed fonts), quantities and type of print/canvas/cushion. It is important that (you) the customer checks that the spelling, grammar and word layouts, sizes, quantities and type of print/canvas are correct prior to approval and payment. It is solely the customer’s responsibility to check the design for spelling, grammar sizes, colour option and type of print/canvas/cushion prior to approval of the design created on our website prior to payment. Chatterbox Walls cannot be held responsible for any errors which are made with regards to the spelling, grammar, word layout, colour option, sizes and type of print/canvas/cushion.... I understand that I cannot submit an amend more than 1 hour after the order has been placed & it will not be possible to change the order after this time.’
Additionally, as we want your order to reach you as soon as possible, we produce ALL orders almost straight away after payment, so we advise of a one-hour grace period after placing an order for customers to check, double check & triple check their order for accuracy, & during this hour after placing your order only, you have the option to amend any mistakes.
This information is clearly stated on your order confirmation screen & email confirmation.
After 1 hour ALL items go into production & no further changes can be made to any orders. We are a commercial printer & produce orders 24 hours a day, 7 days a week.
If you have noticed a mistake (more than 1 hour after placing your order) your order will already be in production & we are really sorry, but we are unable to make any changes to it & you would need to place a new order should you wish to make any changes.
You are able to buy your design as an unframed paper print & it should take less than a minute to change the print by bending the clips on the rear of the frame using an upturned spoon.
To recreate your design, if you have saved your design into your account, you can retrieve it & amend or you can re-do your order in the normal way (you can copy & paste the text from your original order confirmation email)
We also offer an express delivery option for £6.95 where your order is prioritised in production & dispatched on an estimated next working day delivery (see below for further information)
Express delivery orders are prioritised in production & dispatched within 1 working day of the order being placed & then dispatched on a next working day delivery by our delivery partner (so delivery is estimated to be 2 working days from placing the order), which is an AIM & NOT A GUARANTEE (by our delivery partners the Royal Mail & DPD). Please note we DO NOT OFFER REFUNDS on the express delivery cost if your item is not delivered within the estimated timescale & you will need to confirm acceptance to our express delivery policy prior when selecting the option.
We are unable to offer a next day express delivery option to the following postcodes: AB31-56, BT1-82, HS1-9, IV 1-63, KW1-17, PA20-78, PH4-50, ZE, IM & Channel Islands.
If you make an amendment to your order after purchase, your order dispatch will be delayed by at least one working day – more information on our amends policy can be found on our contact us page
More information on our dispatch & delivery estimates can be found on the following link: https://www.chatterboxwalls.co.uk/delivery-costs.php
Answer - As all our designs are templates, which enable customers to see their personalised words preview as you type, we’re sorry but we are unable to create designs which are not featured on our website.
Please ensure that you let us know the exact webpage (URL) of the product, or its product title or send us a screen shot of the design when making your enquiry.
We won't know which product/design you are enquiring about unless you do this
Answer - At the time of order an automated order confirmation email with a thumbnail image of your design is sent using the email address the customer has used for the order. If you have not received this, please check your spam folder for this email or if paying via paypal, check the email address which is registered to your paypal account before contacting us.
Once you have retrieved your design, you then need to add it to your basket
For your reference, any saved designs with incomplete fields cannot be added to the basket until all required fields have been populated the site will prompt you to complete the missing fields
Additionally, the basket nor the login system will not work if cookies are blocked on your browser/device, with the exception of third party cookies
If you are still having an issue, can we suggest that you save your item, then checkout on a different device or browser, ensuring you are using the most up to date version
Absolutely, we'd love to work with you - simply send us a message on the form below including your social media details
Answer – Yes, there is an option to add a short gift message to the recipient during the checkout process
As our products can come in a variety of sizes, shapes & weights, if you have ordered more than one item of a different size or shape, then it is likely that they will have been dispatched seperately & possibly with more than one courier, which may arrive a day or 2 later
Answer – if your order combines more than one type of product (print, canvas or cushion), please note that these items will be dispatched separately, so you will receive more than one parcel delivery. This will still be within the stated timescales on our delivery page.
Terms & conditions for our Multibuy promotion - Save 20% on additional item
Discount will be automatically applied
Can only be used as a single order transaction.
Applies to cheapest item(s) only, with the highest priced item in the entire order not discounted.
All items must be shipped to the same delivery address.
Cannot be used with any other discount code.
Multiple orders may be shipped separately.
Excludes express delivery & international delivery charges.
We are really sorry, but once your order has been dispatched we are unable to change the delivery address
We also offer an express delivery option for £6.95 where your order is prioritised in production & dispatched on an estimated next working day delivery (see below for further information)
Express delivery orders are prioritised in production & dispatched within 1 working day of the order being placed & then dispatched on a next working day delivery by our delivery partner (so delivery is estimated to be 2 working days from placing the order), which is an AIM & NOT A GUARANTEE (by our delivery partners the Royal Mail & DPD). Please note we DO NOT OFFER REFUNDS on the express delivery cost if your item is not delivered within the estimated timescale & you will need to confirm acceptance to our express delivery policy when selecting the option
We are unable to offer a next day express delivery option to the following postcodes: AB31-56, BT1-82, HS1-9, IV 1-63, KW1-17, PA20-78, PH4-50, ZE, IM & Channel Islands.
If you make an amendment to your order after purchase, your order dispatch will be delayed by at least one working day – more information on our amends policy can be found on our contact us page
More information on our dispatch & delivery estimates can be found on the following link: https://www.chatterboxwalls.co.uk/delivery-costs.php
The end printed result of the quality of your photo is directly linked to the quality of the original image which you are uploading.
Whilst we use professional commercial grade printing presses, we want your original image to look its absolute best when it is printed as wall art, so we encourage you to upload the best quality image that you can.
We have automated checks on the quality of your image when it is uploaded & if it does not meet a minimum pixel or DPI requirement, you will be automatically advised at the point of upload with the warning 'The resolution of the image you have uploaded may be too small & may not suitable for the size chosen. To solve this problem, we suggest that you upload a higher quality image. Should you continue with this photo image your print could appear grainy, blurry or pixelated. If you have used Instagram or Facebook, consider uploading the original image.'
Of course, we realise that you might not have a better quality image & you want to proceed anyway, which is why there is the option to proceed by checking a box to confirm that 'I would like to proceed and I understand this photo may be pixelated, blurry or grainy when printed.'
Answer – All print and canvas orders are dispatched in 2 working days. All cushions orders are dispatched in 3 working days. Please see our delivery page for details.
Answer – Yes we do
Rest of The World
Prints & Canvases
All prints (including framed) & canvas ordered before 1PM (GMT) are dispatched within 2 working days on a 5-6 day tracked delivery service via FedEx.
Cushions
We are currently unable to dispatch cushions outside the UK.
EU Countries
Whilst we ship globally on a daily basis, we are currently unable to ship any orders to EU countries, due to issues arising from the new EU-UK Trade and Cooperation Agreement which have caused many of our shipments to be returned without explanation and also import duties & VAT charges to be applied to customers.
Please note we are currently unable to ship to Canada or Switzerland due to import duties being imposed on shipments.
Answer - Please ensure that you are using the most up to date version of your internet browser and Javascript enabled.
Our frames can be purchased seperatley on the following link: https://www.chatterboxwalls.co.uk/frames.php
Answer - As all our designs are templates, which enable customers to see their personalised words preview as you type, we’re sorry but we are unable to change the font on any design as they are pre-set to allow for text width on each line.
Answer – Most of our designs have a number of multicoloured font options which are pre-fixed in position & can be found as the stripey options blocks to choose in amongst the colour options under where you input the text. The multi coloured options have names such as ‘summer fruits’, ‘magenta noir’ & ‘casino’.
Please note that as they are pre-set you can’t change the colour of the text on specific lines
As all our designs are templates, which enable customers to see their personalised words preview on screen, we’re sorry but we are unable to change the font colour for individual orders.
At present our live preview software is not able to process emojis.
If you order goods from our website for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination.
These are collected by our delivery partner on behalf of the destination country for delivery & are not an extra delivery charge.
You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Should an order be returned due to the non payment of import duty or local taxes no refund on your goods or shipping costs will be provided as they have been produced as a bespoke product to the customer’s requirements (as we can’t sell your bespoke design to someone else).
No - we do not ship to PO box numbers as some of our delivery partners will not deliver to them. If you have added a PO box number as your delivery address, you will be contacted to provide an alternative delivery address. Please note, we are unable to offer refunds if you cannot proviude an alternative delivery address
It sounds like the file size of the photo is too large to process. Can we suggest that you upload a photo with a lower file size OR reduced number of pixels, or alternatively try uploading via an alternative device or browser, ensuring that you are using the most up to date version
We cannot accept returns or offer refunds of personalised products, as they have been produced as a bespoke product to the customer’s requirements (as we can’t sell your bespoke design to someone else). This is in line with current UK legislation & can be viewed on this link.
Some of our designs feature a distressed font to enhance the creative feel of the design. This is clearly shown on the on screen previews and referenced in the description of the featured design. It is a deliberate creative effect & if we reproduced the item again, it would be reproduced to look exactly the same.
You will see the same effect in the same places as per the example image shown on our website https://www.chatterboxwalls.co.uk/images/examples/60th-birthday-personalised-print-gift.jpg or as a cushion on this link https://www.chatterboxwalls.co.uk/images/examples/cushions/personalised-gifts-for-wedding-custom-cushion.jpg
This is usually caused by the billing address not matching the card issuer's information on file. Please ensure that your billing address matches the name & address information which the card issuer has on file for you.
Your order confirmartion email is your VAT receipt & contains all the required information for a VAT receipt. Please note, we do not issue a seperate VAT invoice or receipt
Our frames can be found to be purchased separately on the following link
Messages to our customer services team should be sent via the 'general feedback' option at the bottom of this page & we normally respond to most messages within one working day. If you haven't received a response, please check your spam/junk folder in the first instance.
If you have replied to our automated 'order confirmation email', 'order in production' email or 'order dispatch' email, please note that these emails are sent from automated no reply email addresses which we advise are unmonitored & not to reply to.
Please Note - Sending multiple messages will also push your message further down our inbox, which will further delay our response.
The stated sizes on each product page are for prints without a frame, so small size is A4 (297mm x 210mm) & medium is A3 (420mm x 297mm) etc
If you have noticed a mistake once you have received your item, you would need to place a new order should you wish to make any changes.
You are able to buy your design as an unframed paper print & it should take less than a minute to change the print by bending the clips on the rear of the frame using an upturned spoon.
To recreate your design, if you have saved your design into your account, you can retrieve it & amend or you can re-do your order in the normal way (you can copy & paste the text from your original order confirmation email)
Please also note the following
We encourage customers to check your design for accuracy BEFORE placing your order & when placing your order, you confirmed acceptance via our terms & conditions that ‘I have approved the design I have created to proceed to production and it will be produced exactly as previewed. This includes spellings, grammar, layout, colours, sizes, fonts (including distressed fonts), quantities and type of print/canvas/cushion. It is important that (you) the customer checks that the spelling, grammar and word layouts, sizes, quantities and type of print/canvas are correct prior to approval and payment. It is solely the customer’s responsibility to check the design for spelling, grammar sizes, colour option and type of print/canvas/cushion prior to approval of the design created on our website prior to payment. Chatterbox Walls cannot be held responsible for any errors which are made with regards to the spelling, grammar, word layout, colour option, sizes and type of print/canvas/cushion.’
Additionally, as we want your order to reach you as soon as possible, we also advise of a ONE-HOUR GRACE PERIOD after placing an order for customers to check, double check & triple check their order for accuracy & YOU HAVE THE OPTION TO AMEND ANY MISTAKES. This information is clearly stated on your order confirmation screen, email confirmation. After 1 hour ALL items go into production & no further changes can be made to any orders. We are a commercial printer & produce orders 24 hours a day, 7 days a week.
If you have noticed a mistake once you have received your item, you would need to place a new order should you wish to make any changes.
If you have made an amend within one hour of your order being placed (via the I have noticed a mistake option below only), you will have received an email confirming your amend has been actioned. The text in your dispatch email will NOT show the amend has been actioned as this is done manually on the artwork submitted
Whilst we pack all of our products robustly & with care prior to dispatch, on very rare occasions they can be damaged in the courier network. If your order has arrived damaged, we sincerely apologise. Please contact us via the email address at the bottom of this page to advise of the damage.
To consider a replacement, we require clear photographic evidence of the damage, including the packaging within 1 working day of delivery to be provided via email.
Please submit ALL of the following information & supporting evidence
All reports of damage must be submitted within 24 hours of delivery. This will enable us to take up the issue with our couriers.
Once ALL of the above requested information & photos are received, we will advise on a replacement. Submitting part of the information requested or unclear photos will cause a delay in your replacement being sent, pending all of the requested information being received.
We do not offer refunds on damaged orders but will produce a replacement when all of the requested information has been received.
We do not offer refunds on damaged orders but will produce a replacement (or send a frame only or clear acrylic glaze) when all of the requested information has been received.
If a framed print is damaged, unless there is also damage to the print, only a frame will be sent as a replacement. If only the clear acrylic glaze is damaged, only a replacement piece of this will be sent & not a new frame or print. It should take less than a minute to change the print or clear acrylic glaze by bending the clips on the rear of the frame using an upturned spoon.
Replacement orders due to damage will be dispatched on the same delivery tariff as the original order.
PLEASE NOTE WITHOUT ALL OF THE REQUESTED PHOTOGRAPHIC EVIDENCE, WE ARE UNABLE TO SEND A REPLACEMENT
Our email address is support@chatterboxwalls.co.uk
Note our office opening hours are Monday - Friday 10am - 4pm (excluding bank holidays) & we are unable to respond to queries outside these hours.
If you are enquiring about the delivery status of your order please use the order tracking page which will give you the most accurate & up to date information regarding the delivery status of your order
