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1. When can I expect my gift?

You can find the expected delivery date in the confirmation e-mail sent to your e-mail address. You can also find this if you sign in to your MySurprise account and check under ‘Delivery status'.

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2. Can I track and trace my order?

In the confirmation e-mail for your order, you can find if your gift has been sent by regular mail or by parcel post. If you sign in to your MySurprise account, you can find the track & trace for parcel post under ‘Delivery status’. Unfortunately it is not possible to follow your order if it has been sent by regular mail.

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3. Where can I check my order status?

You can check the status of your order in your MySurprise account under ‘Delivery status’. The following labels can be applied to your order:
UNPROCESSED – Your order has been received and will be taken into production as soon as possible.
IN PRODUCTION – Your gift has been taken into production.
COMPLETED – Your order is ready and awaiting shipment.
SENT – Your order is on its way.
ON HOLD – Your order has been put on hold. We will try to take your gift into production as soon as possible. If we have any questions or if we require more information, we will contact you.
PAYMENT ON HOLD – We have not yet received payment for your order.
READY FOR TRANSPORT - Your order is ready and awaiting shipment.
AWAITING DESIGN – You have chosen to personalise your gift at a later moment in time. You can use the link that you have received by e-mail to complete your order.

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4. What will happen to my gift if I am not at home to receive it?

If your gift has been sent by regular mail, it will not be a problem if you can’t be at home to receive it. The gift will be posted in your letter box. If your gift has been sent by parcel post, your gift will be delivered to the neighbours or it will be redelivered the following working day. In both cases you will be informed with a note in your letter box.

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5. Where can I enter my discount code?

If you have received a discount code, you can enter this in the first step in the shopping cart. If you look under ‘Discount code’, you can fill out the code and click on “Activate”. Your discount will be automatically calculated into the total amount.

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6. How can I pay?

You can use various methods of payment. For a fast delivery you should select a direct payment option: Credit Card, Paypal credit card or Direct eBanking. We will immediately receive your payment and send out your order as soon as possible.

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7. How can I save on shipping costs?

If you order for £50,- or more, you will receive 50% discount on your shipping costs.

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8. Will the recipient know who sent the gift?

We always send out our gifts “anonymously” to the recipient. If you choose not to put your name on the gift, the recipient will not know who sent it. Would you like the recipient to know who sent him or her a gift? You can always add a free gift card with a personal message and your name!

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9. Where can I find the delivery time for a gift?

The delivery time is mentioned with every gift on our website. You can find this in the general information about the desired gift. For more information about delivery time and shipping costs you can click on “Additional information delivery time and shipping costs”.

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10. A personal gift card?

The gift card is a free service offered to you by YourSurprise. With most of our gifts you can fill out a small gift card with for instance a personal message for the recipient or your name. This can be done in the last step of the personalisation process. If the gift card does not appear in the last step, the free gift card does not come with the desired gift.

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11. Can I cancel my order?

If your order status still reads ‘unprocessed’ or ‘on hold’ it may still be possible to cancel your order. To do this, please contact our customer service by phone on the following number: +44 (020) 3318 0348.

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12. What does the e-mail “Would you like to complete order ......” mean?

If you have not completed your order and there is still a gift in your shopping cart, you will receive an e-mail. If you do not wish to complete your order, you can easily remove the item from your shopping cart and you will receive no further messages. This must be done from the same computer as you used to place an item into the shopping cart, otherwise it will not be possible to remove any items.

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13. Can I return my gift if I am not satisfied?

Unfortunately it is not possible to return a personalised gift. If your gift has not been delivered according to your specifications, please contact our customer service. You can reach our customer service by e-mail, chat and phone.

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14. Will I receive an invoice with my order?

Because most of our gifts are sent directly to the recipient, we do not include an invoice with your order. You can print a copy of your invoice using your MySurprise account. If you have chosen to pay on account or by direct transfer, you will automatically receive an invoice with the confirmation e-mail.

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15. Can I have the gift delivered to another address?

All our gifts can be sent to any specified address. This can also be done in the second step when ordering: Fill out details. Here you can choose to enter another delivery address and even a different country for delivery.

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