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Last date to place your order for guaranteed Queen's Platinum Jubilee delivery is 19th May

Frequently Asked Questions - Orders

How do I order my child's design?

Log in to the parent order portal using the username and password provided by your child's school / group. For more information about how to order once you are inside the portal, please visit the 'how to order' section of our website.

I can't find my child's name in the order portal, what does this mean?

It's possible that their artwork sheet was sent into us without a name, or may have been missed during the scanning process (for example, it got stuck to the back of another sheet). If you are sure that your child was in school / group when they did the drawings, please contact our customer services who will check this for you.

How do you ensure that my child’s identity is protected?

We have a very robust system in place and regularly update the security certificates on our website. Your child’s name will not appear in one big long list and will never be displayed in full. We use a search bar facility with partially obscured surnames and this can only be accessed via the secure online portal using unique login details that only your child's school / group have control of.

I have more than one child at the same school / group, can I order them together?

Yes. Our website will prompt you to add any additional children once you have selected your first. You can then toggle between each child within the online shop and add products for each to your basket before checkout.

I have more than one child at different schools / groups, can I order them together?

Yes. Once you have added the products you’d like to order for your first child into your basket, please choose the ‘change parent order portal’ button and begin the process again for your other children. The products ordered for your first child will remain in your basket.

What shall I do if parts of my child's artwork are missing on the preview?

Our system automatically crops artwork to a defined border on the artwork sheet and so it is likely that any missing text / parts of the image were drawn outside of this provided area. Please contact our customer services who will happily check this for you.

Can you return my child's original artwork?

We do not return original artwork as a matter of course but if you would like this back, please send us a stamped address envelope along with your child’s name and which school / group they attend and we will arrange this for you. We only keep unordered artwork for a short period after the project is finished, so don't delay!

How do I correct a mistake with my order?

No changes can be made via the website once an order has been placed and confirmed. It is possible changes can still be made if the order has not yet entered the print process, please contact our customer services to find out. Once an order has entered the print process, no further changes can be made.

Can I have any additional personalisation to the products further to the options on the website?

We've added as many design options as possible on our website so that you don't have to! If you would like personalisation different to the options online, please get in touch with our customer services to see if this is possible. No changes can be made to an order once this has entered the print process.

Can I have my order delivered to my child’s school / group and save postage costs?

No. We have tried this previously but had a lot of feedback suggesting how difficult this was for your child's school / group and that customers were unhappy with the long wait times for their orders. This way your order will arrive much quicker as it is sent directly to you!

What are the postage costs?

Orders are sent via Royal Mail 48 and the cost is £1.99 for a large letter (single tea towels, cards, thinner / lighter items) or £4.99 for a parcel (multiple tea towels, mugs, heavier / bulkier items). Orders of over 2kg are sent using our tracked DPD courier service which costs £9.99, but most orders fall into one of the two smaller options.

How do I pay for my order?

You pay us directly at the point of order using either your credit / debit card or PayPal.

How much commission goes to my child's school or group?

They will receive 20% commission on all products sold through a parent order portal (excluding VAT and postage costs) before the project closing dates (1st June for the self-portrait project and 31st December for the Christmas project). This will be paid to them as one single payment at the end of the projects.

How long will my order take to arrive?

Once the order has been placed and payment made, we estimate 10 working days for production and delivery. You will receive an email to advise you once your order has been dispatched.

What shall I do if I’m unhappy with my order?

As all of our products are personalised, each sale is final with no returns excepted. If your order has arrived and is damaged or incorrect, please contact our customer services to resolve this.