FAQs – Personalise Online

Frequently Asked Questions

How do I contact you? How do I contact you?

We are open from 9am-5pm Monday to Friday. During this time please feel free to call (020 3137 1374) or email us (sales@personaliseonline.co.uk).

I’d like to place a bulk order. How do I do this? I’d like to place a bulk order. How do I do this?

If you are looking to order 10 or more chairs, please call us on +44 (0)20 3137 1374 and we will be happy to register your order manually and quote a price for the number of units needed.

I would like to request specific personalisation for my chair that is not covered by your website. Will you be able to do this for me? I would like to request specific personalisation for my chair that is not covered by your website. Will you be able to do this for me?

We know that each customisation is unique and personal to you. To enquire about special customisation before purchasing, please call or email usand we'll let you know if it's possible.

Can I personalise my chair with a logo? Can I personalise my chair with a logo?

We offer the option to personalise your chair with artwork as well as simple text. You must carry the rights for the logo you are using (e.g. the logo must belong to you or the company you are representing).

Please note we cannot reproduce third party logos for copyright reasons.

How do I upload my logo? How do I upload my logo?

Please upload your logo when selecting personalisation options for your chair on the product pages. Please ensure that you upload a high quality artwork file, preferably in a vector format (.EPS or .AI) or alternatively a .JPG of 1MB+. Please do not upload photographs of business cards or screenshots of images as these are not of high enough resolution for us to use.

Can I request a font for my chair that isn't featured on your website? Can I request a font for my chair that isn't featured on your website?

Yes - please write the name of the font within the 'Anything we've missed?' notes section of your order. As long as we can find the font on the internet and it is licensed for public use, we can incorporate it into your chair design.

Which printing method do you use? Which printing method do you use?

We use a vinyl heat transfer method to personalise your chair. If your logo features more than one single colour, there is a small additional charge. This is because full colour vinyl printing is a more expensive method than one-colour vinyl printing. Please note: we do not offer embroidery.

How do I find out the dimensions of the chair I would like to purchase? How do I find out the dimensions of the chair I would like to purchase?

Simply find the Dimensions table & image underneath each chair in our online catalogue to find out which would best suit your needs. If you are still unsure, one of our team will be happy to advise you via telephone or email.

The item I would like to order is out of stock. How can I find out when it will be back in stock? The item I would like to order is out of stock. How can I find out when it will be back in stock?

Please contact us via telephone oremail and we can let you know when we will be receiving more stock at our warehouse. Please note that products can take up to 48hrs to appear on the website after receiving new stock at our warehouse.

My order is a gift. Can you put it in plain packaging? My order is a gift. Can you put it in plain packaging?

We do offer a plain packaging option on our chairs & accessories, with a surcharge of £3.00 per item.

Can I rent some of your chairs for an event? Can I rent some of your chairs for an event?

Unfortunately, we no longer provide a chair rental service.

I already have a chair but require additional back and seat sections for it. How do I order these? I already have a chair but require additional back and seat sections for it. How do I order these?

We have sets of seats & backs and singular backs available. They can be fully personalised with text or a logo. Please ensure you order the correct canvas for the style of chair you have. If you are unsure about which size to order, please contact us.

I've changed my mind and I'd like to cancel my order. I've changed my mind and I'd like to cancel my order.

Please contact us via telephone oremail and we will cancel your order and issue a refund if eligible.

How will I know my goods have been dispatched? How will I know my goods have been dispatched?

As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.

How quickly will my order be dispatched? How quickly will my order be dispatched?

From Monday - Thursday orders placed before 10am (GMT) will be dispatched within 1-2 working days and delivered by the method you chose during checkout. Orders made on a Friday before 10am will be dispatched the following Monday. We don't dispatch or deliver at weekends or public holidays and some destinations may take just that little bit longer.

My address is showing as incorrect when try to I check out. What do I do? My address is showing as incorrect when try to I check out. What do I do?

Please check that the address you have entered is correct. Our address finder works in collaboration with the Royal Mail Postcode Finder and is updated regularly. Please check your address at this link to ensure that you have entered it correctly in your cart: https://www.royalmail.com/find-a-postcode

If you are still having trouble, please contact us via email or by phone and we will happily process your order manually.

I am ordering to the UK and live in the Highlands and Islands/Channel Islands/Isle of Man, can you deliver to me? I am ordering to the UK and live in the Highlands and Islands/Channel Islands/Isle of Man, can you deliver to me?

Yes, we can send to all areas in the UK, however due to the size and weight of our items some areas may be subject to additional shipping costs. You will be contacted after your order is placed and we will advise you of these additional costs.

I am ordering from abroad. Do you deliver to my country? I am ordering from abroad. Do you deliver to my country?

We ship our chairs to most countries around the world. Please contact us via email with your desired shipping address so that we can request an accurate shipping quote from our courier. We will then proceed with your order manually, rather than ask you to place it via our website.

Does personalisation add time to my order? Does personalisation add time to my order?

For a typical text print the dispatch time is not affected. More complex logo prints or bulk jobs (5+ chairs) it may take a little longer simply due to the fact the printing takes time! We will let you know if we are running behind if your order falls under this category.

Can I provide you with specific delivery instructions for delivery? Can I provide you with specific delivery instructions for delivery?

You can let us know any delivery instructions, for example "Please leave with my neighbour if I'm not at home" on the shopping cart page by clicking on 'Add a note to your order'.

I live locally to your warehouse. Can I collect my order? I live locally to your warehouse. Can I collect my order?

If you live locally and would like to collect your order, please call us and let us know. We can then deduct and/or refund any shipping charges and arrange a suitable date/time for collection.

How can I track my order? How can I track my order?

We'll email or text tracking details of your order to you along with your dispatch confirmation.

What will happen if I miss the scheduled delivery? What will happen if I miss the scheduled delivery?

All deliveries will be made via courier service and a signature is needed. Please make sure someone is at the delivery address who will be able to do this. If you do miss your scheduled delivery, the courier should leave a notification card and try again the following working day. The courier will do this on three consecutive working days unless they're told by you or one of our team to hold for a future delivery date or that you'll be collecting your item from the depot instead. If you want to change the delivery address, just let our team know. If the courier has popped round three times to deliver your goods without any luck, the package will come back to us. If this happens, we'll charge you for any return and ask you to re-send any costs to us.

What happens if my order arrives damaged? What happens if my order arrives damaged?

No need to worry - if part or all of your order is damaged in transit, give us a call free on +44 (0) 203 137 1374, who are by the phones from 9am - 5pm Monday to Friday. In most cases we'll collect the damaged goods at an address that's suitable for you. This is for quality control purposes.

What happens if the tracking on my order shows as being delivered, but I haven't recieved it? What happens if the tracking on my order shows as being delivered, but I haven't recieved it?

If the courier is claiming delivery of your order but you haven't recieved it, please contact us within 48 hours of the alleged delivery and we will contact the courier to find out what has happened. Please also check with your neighbourse/around the delivery address in case the driver has left your order in a safe place.