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www.funkypigeon.com

Frequently Asked Questions

CHRISTMAS DESPATCH INFORMATION

Please note that the order cut-off times shown below will vary for special occasions.
For Christmas trading the cut-off time for card orders will revert to 2pm and gift orders to 12 noon with effect From Monday 27th November 2017 upto and including Tuesday 2nd January 2018.

Select a question below to reveal more information. If you cannot find any information relevant to your query, please contact us via our contact page.

I have lost my log in details, what do I do?
Answer

Go to the Log In page and at the top right it will say ‘Forgotten your log in details’. Please click here and then enter your email address and select “Retrieve” to receive a password reset by email.

I can’t log in to the website, what did I do?
Answer

If you cannot log in and your email/password is correct, please contact us and we will be more than happy to help.

How do I personalise a card?
Answer

With our simple step by step process it is easier than ever to personalise and create the card you want. Our card editor guides you through the front, inside and back pages of the card. Did you know you can now personalise calendars, posters, notebooks, t-shirts, phone cases, tablet cases & mugs

Why am I having difficulty with a Photo Upload card?
Answer

There are a few reasons your photo may not be uploading, please check the following things:

  • Is your photo a high resolution image? For best printed results, we recommend all images be 300dpi and no less than 1000 Pixels in height or width. Most digital cameras will take photo’s easily large enough, however images saved from 3rd party websites can be too small or an incompatible file format.
  • Is your photo a .jpg file format? If not then we recommend you open it in the standard picture viewing software on your computer (PC users choose ‘Windows Picture & Fax Viewer’, Mac users choose ‘Preview’) and Save it again in the correct format.
  • Is your photo currently stored on your computer? If you are uploading your image to the website from a Flash Drive, a Dongle, a Digital Camera or any other external devises this could cause problems. To avoid any issues, please save any images onto your computer first then upload from that location to your card.
  • If you continue to experience difficulties please Contact Us and we will be happy to help
Can I get a blank envelope with my card?
Answer

If you choose to have the card sent back to you it will arrive in an outer envelope with a blank envelope inside, ready for you to either send on or deliver by hand.

Can I send cards to someone other than myself?
Answer

If you would like to send the card direct to the end recipient, please choose this option on the ‘Send To’ page. You can then either, log in and choose one of your existing contacts to send the card to or enter a new recipient when prompted.

What are the different payment options that I can use?
Answer
  • Prepay; £5 minimum with £1.25 bonus credit. Other amounts are available. You can add this to your account at any time. Visit our prepay section for full details. The benefit of Prepay is that with every top up we give you extra bonus credit to your account.
  • PayPal; pay securely with your normal PayPal account or register for free using the link provided.
  • Pay with a Debit/Credit card; simply enter your payment details securely when prompted at the checkout.
Why am I having payment problems?
Answer

If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you still have no luck, contact us and we’ll assist you.

If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know the difficulty.

If the page is stuck on ‘processing payment’ and nothing is happening it may be that the payment has failed due to a time-out error. This is when your browser drops the connection during your payment, and does not give the payment page enough time to process the transaction. You can always call us to check if the payment has been successful or you check yourself by going to ‘My account’, followed by ‘Order History’. If the card is there at the top of your Order History list, then the order has been successful. If for any reason the payment has failed, your order will remain in your basket so you will not lose your order.

Are my personal details secure?
Answer

Security is extremely important to us and we are committed to protecting your privacy. We are registered as required under the Data Protection Act 1998 and our site is checked daily by McAfee and Comodo to protect your personal details.

I’ve noticed a mistake, can I change or cancel my order?
Answer

As soon as you notice a mistake, contact our Customer Service Team on customer.service@funkypigeon.com. Alternatively you can call us 0333 600 5100. Please note that if your order has already been processed and sent to our printing department we may not be able to change or cancel your order.

What are the delivery options that I can choose from?
Answer
  • Standard First Class Post
  • UK Next Day Before 1pm (available before 2pm)
  • UK Next Day Before 9am (available before 2pm)
  • Saturday Guaranteed (only available on Fridays before 2pm)

How much do your Cards cost?

The price of our cards are shown on the card product page as you choose your card and the size. However, the prices are:

Card Type Price
A5 card £2.99 - £3.29
A4 card £5.99
Square Cards £2.99
Large Square Cards £4.99
A6 card £1.79 - £1.99

These prices do not include postage and packing.

A breakdown of the price, along with full discount details and P&P costs is always displayed in your shopping basket before you checkout

T-Shirt Sizes
Answer

Our T-Shirts are 100% Cotton pre-shrunk Jersey Knit (grey colour is 90% Cotton 10% Polyester)

Size Chart

Men's Sizing
Size S M L XL 2XL
Chest To Fit(ins) 34-36 38-40 42-44 46-48 50-52
 
Women's Sizing
Size S M L XL 2XL
Dress Size 8-10 10-12 12-14 14-16 18-20
 
Kids Sizing
Size XS S M L XL
Ages 3-4 5-6 7-8 9-10 11-12

Orders placed before 12 midday will be despatched the same day, orders after this time will be despatched on the next working day.

What is the despatch date?
Answer

The despatch date is the day we POST the item and NOT the day it will be delivered.

Your order is likely to arrive much faster if you use a postcode in your address.

All our products are posted by First Class or Airmail (unless the special delivery option is selected at extra cost). Costs are calculated based on item weight so the postage cost will increase on larger orders. The Postage and Packaging cost includes the cost of all envelopes supplied and is not simply the cost of a stamp. If you wish to check the postage and packaging costs on a particular order the best way to do this is place the order in the shopping basket with the correct card size, quantity and address and the site will calculate the charge.

When will my order be sent?
Answer

If you place your Card order before 5pm we will post it the same day. If your card order is placed after 5pm it will be sent the next working day unless it is a Friday where it will be sent Monday (excluding Bank Holidays). Gift and flower orders are not applicable to the extended cut off hours for same day posting. We reserve the right to adjust daily order cut-off times during seasonal peaks such as Christmas, Valentine’s Day, Mother’s Day & Father’s Day.

For full product delivery information, please see our delivery page.

My order still hasn’t arrived!
Answer

All our cards are sent First Class via Royal Mail who undertake to deliver 93% of 1st Class mail the next working day after posting but they are unable to provide a guaranteed service. For a guaranteed next day delivery they recommend Special Delivery. If you have selected to use the standard 1st class postage we request that you allow upto 5 days for delivery. If you have still not received your items after 5 days please contact our Customer Service team and they will be happy to help.

Please be aware that if your product is larger than our standard A5 cards (A4 cards, posters, calendars etc) they may not have been delivered due to them not being able to fit through your letter box or nobody being at home. If this is the case, a calling card should have been left by the Royal Mail to inform you that they have taken your item back to the depot.

You can also send your card that little bit earlier if you like and to ensure that it’s not opened before that special date why not add a 'Do Not Open Until...' on the front of the envelope? You can do this when you get to the Postage Options screen, just click and enter it on the top left hand corner of the envelope.

Can you post products abroad?
Answer

We can send cards, notebooks, posters, calendars and door hangers to any address worldwide. Please ensure you leave ample time for delivery. Please see Delivery Times section for details of postal prices and delivery times.

My order has arrived and is incorrect
Answer

At Funky Pigeon we hope that every customer is happy with the quality of their order. However if there appears to be a problem with your order please contact the customer services team as soon as you are aware of it. We will need your order number and registered email address to resolve any queries you can have so please include this in your communication. If you also include information about the fault then this will also help with a speedy resolution.

Why does my Order Confirmation not show the correct personalisation?
Answer

When receiving confirmation emails please be aware that the image you may see is a template design and does not always include all of the personalisation details. This does not mean that the product you have ordered will be wrong.

How do I use a Promotional Code?
Answer

All promotional codes need to be entered in the box at the basket stage and the discount will be applied to your order.

Please note that only one Promotional code can be used per order and Promotional codes cannot be used in conjuction with other offers.

If for some reason your code doesn’t work, please check the expiry date. If it is still valid then contact our Customer Service team who will be happy to assist.

How do I track my order?
Answer

All of your order information is saved in your Account under the section Order History. This section will show you the progress of your order until Despatch (fulfillment).

If you selected and paid for a Next Working Day delivery these orders can be tracked using the Royal Mail tracking number. Please call customer services to obtain this tracking code.

Refund Policy - Personalised Cards & Gifts
Answer

Royal Mail state that they aim to deliver 93% of 1st Class mail the next working day after posting but they are unable to provide a guaranteed service. Items that have not been delivered by Royal Mail 5 working days after the posting date will be either replaced or refunded. Please contact Customer Service and they will arrange to reprocess your order or action a refund. Unfortunately there is no tracking service avaiable with Royal Mail for 1st class post and items do on occasions get lost in the Royal Mail system.

What are reminders and how do they work?
Answer

Always sending belated Birthday cards? Forgotten your anniversary five years running? With our Reminder service you will never have to worry again.

Simply enter your special dates into your Reminder calendar (in Your Account section) and we will send you a reminder leaving you plenty of time to arrange your card and gift.

It’s simple to use and a free service to all our customers.

The Website isn’t working properly?
Answer

If you are having difficulty using the site or have received an error message please check the following;

  • Is your internet connection still functioning properly- check to see if other websites are operating as normal on your computer.
  • Try clicking the refresh button; this may help to dislodge any glitches which have occurred.
  • Try clearing your internet history; this can sometimes become a bit full which can lead to the internet operating very slowly.

If you have checked these and still cannot locate the source of the problem please contact us or telephone (0333 600 5100). Please include the following information;

  • Where you were on the site when it crashed/ received an error message.
  • What task were you performing?
  • What did the error message that you received say? Try to capture a screen shot of the error if possible
  • What device, internet browser and operating system are you using?
Why do I get the message “We are very sorry but we are unable to deliver to this location”?
Answer

Flowers

Please note we are unable to deliver flowers overseas.

Please note we are also currently unable to deliver flowers to the following remote UK postcode areas:
AB31, AB37-AB38, AB42, AB44- AB45, AB53-AB56,BT29, BT34-BT35, BT41, BT61. BT66-71, BT74-BT75, BT93-BT94, CA7, CA9, CA10, CA12-CA17, CA18-CA27, CF38, CF41, CO10, CV47, DG10-DG14, DG16, DG2-DG8, DH7, DY13-DY14, DH7, DY13-DY14, EH31, FK17-FK19, FK21, G82-G84, GL14-GL15, GY10, GY9, HR5, HR8, HS1-HS9, IM,IP13, IP15, IP16, IP33, IV2, IV11,IV12,IV24, IV14-IV28, IV30-IV32, IV36, IV40-IV56, IV7, IV9-IV12, IV63, KA18, KA19, KA26, KA5-KA7 KA27-KA28, KW1, KW10-KW17, KW2-KW9, LA10, LA12, LA2 LA8, LA15-LA23, LD1-LD8, LE15, LL21, LL23-LL26, LL33, LL35-LL49, LL51-LL57, NE20, PA20, PA21-PA38, PA41, PA42-PA49, PA60, PA61-PA78, PA80-PA88,PE24, PH6, PH8, PH11, PH16, PH17-PH26, PH30-PH44, PH49-PH50, SA9, SA19-SA20, ST20, SY10-SY12, SY15-SY22, SY5-SY9, TA4, TD1, TD2, TD6, TD7, TD9, TD11-TD14, TF9, TQ14, TQ6, TR12, TR21-TR25, WR15, WV16, YO61, YO62, ZE1-ZE3.

Teddy Bears

Please note we are currently unable to deliver Teddy Bears to any country outside of Europe.

Alcohol

We cannot currently deliver Alcohol orders to the following postcodes:
AB33-AB56, PA20-PA80, PH19-PH50, KA27-KA28, PO30-PO41, TR21-TR25, All IV, All KW, All HS, All BT, All ZE, All IM, All GY, All JE.

Why do the flowers I have received look different to the website ?
Answer

Please note that due to the seasonal availability of flowers it may be necessary to vary individual stems from those shown. Our skilled florists may substitute flowers for one similar in style, quality and value. If such an occasion arises we will make every effort to replace the item with a suitable alternative.

Why is the Jumper on my Teddy Bear different to the website?
Answer

On rare occasions if a jumper colour is out of stock then the closest alternative will be used.

I have ordered a Gift from your site, why has the Status in my Order History not updated?
Answer

Many of our gifts are supplied by external companies and we are not yet able to automatically update the status of your order. If you are at all concerned about the delivery of your order please refer to our Delivery Times or Contact Us and we will be happy to help.

Why can I not proceed to order a Gift without completing a Gift Message ?
Answer

All of our Gifts are sent with a Gift message as part of our service. This means that if you send a Gift directly to the end recipient they will know who the Gift is from.

Why can’t I use my Prepay Account Balance to pay for my Gift?
Answer

Prepay can only be used to purchase specific products – cards, calendars, notebooks, posters, t-shirts, aprons, mugs, cushions, tote bags. It is not possible to use Prepay to purchase FLOWERS, ALCOHOL, TEDDY BEARS, CHOCOLATE CARDS, CANVAS or any of our QUICK GIFTS.

If you are purchasing a card with your Gift, your Prepay balance will be used for the purchase of the card but you will need to make an additional payment for the Gift.

Will my Card & Gift be sent together?
Answer

Unfortunately we are not able to send cards and gifts together as many Gifts are despatched from a separate location to our cards.

The only exception to this rule is if you order a Quick Gift with your Card purchase. In this case the cards and gifts are packed and despatched together.

All personalised gifts will be despatched separately.

I have received or sent a Gift Card but there is no balance on the card?
Answer

PLEASE allow upto 3 days from receipt of your Gift Card for the balance to be activated. This timescale varies depending on the retailer. However, if you have any queries regarding the balance of your Gift Card please Contact Us

Will all the items in my order be despatched together ?
Answer

If your order only contains cards and you have selected “Send Back to Me” then YES they will all be placed in one package and despatched together.

If your order contains different Gifts or any other printed products then NO they will not be despatched together. Many of our items are despatched from separate locations therefore we cannot guarantee that all items will arrive together.

What is Complete Savings?
Answer

Complete Savings is an online membership programme that offers members access to a number of discounts and cashback opportunities from top name retailers and service providers.

You may be offered the chance to join the Complete Savings programme after you complete an online purchase at FunkyPigeon.com.

As a Complete Savings member, you can claim an initial welcome cashback reward and monthly bonuses, and you can earn 10% cashback at over 650 online stores, and get up to 20% off popular gift cards.

After the first 30 days of membership you will be charged a regular monthly fee. You can cancel your membership at any time.

It’s easy to contact Complete Savings if you have any questions regarding your membership.

Call 0800 389 6960 (freephone from UK landlines), Mon to Fri 8am-8pm and Sat 9am-4pm or email customerservice@completesavings.co.uk anytime.

You can also find more information at www.completesavings.co.uk or you can complete this online contact form.

What is wly*completesave.co.uk?
Answer

The text wly*completesave.co.uk will appear on your bank statement if you are a member of the Complete Savings programme. After the first 30 days of membership you will be charged a regular monthly fee.

As a member of Complete Savings, you have access to cashback deals at over 650 online retailers. As well as this, you get up to 20% off gift cards and you can claim a monthly membership bonus when you make online purchases.

You’re free to cancel your membership at any time, so if you have any questions please get in touch.

Visit the website at www.completesavings.co.uk

Call Complete Savings on 0800 389 6960 (freephone from UK landlines), Monday to Friday 8am - 8pm and Saturday 9am - 4pm.

Email customerservice@completesavings.co.uk, or you can complete this online contact form.

How can I contact Complete Savings?
Answer

You can contact Complete Savings if you have any questions regarding your membership; the dedicated Complete Savings Customer Service Centre is ready to help with all member enquiries.

The contact details for the Complete Savings Customer Service Centre are:

Email: customerservice@completesavings.co.uk

Call: 0800 389 6960 (free from UK landlines), Mon to Fri 8am-8pm and Sat 9am-4pm

Online: Contact Form

How do I return a damaged Gift?
Answer

FUNKY PIGEON – RETURNS POLICY (excludes any PERSONALISED OR PHOTO GIFTS)

Non-personalised items purchased through funkypigeon.com can be returned within 14 days of receipt, or 14 days after Christmas.

To return an item please contact our customer service team at feedback@funkypigeon.com, you will need to include your email order confirmation and reason for return in the email. Refunds are made onto your card, not in cash. PayPal payments are refunded to your payment card.

The items must be returned in the original condition and packaging with any security seals intact

  • Repackage the products securely and send to the address above
  • Include the reason for the return, a copy of your email order confirmation and your email address or telephone number.

  • FAULTY ITEMS

    If the item is not working, refer to any warranty information relating to it. It may be quicker for you to get a replacement product direct from the manufacturer rather than by returning it to us.

    Request a refund within 14 working days after the item was delivered. Return it to us within 14 days of receipt for a full refund or exchange. Keep any warranty information.

    If you are sending something back that's faulty or incorrect due to our error we'll refund your postage costs to the card you paid with.

    WHICH PRODUCTS ARE EXCLUDED FROM THE RETURNS POLICY?

    You cannot return an order for:

  • Digital products such as CDs, DVDs, or computer software where the holographic seal and/or shrink-wrap has been unsealed.
  • Products made to your specification i.e. personalised
  • Perishable goods e.g. Chocolate or sweets
  • Magazine gift pack and experience gift packs which have been activated.
  • Gift cards and vouchers including, but not limited to WHSmith Gift vouchers and Apple iTunes Gift cards. Funky Pigeon acts as a third party agent for the participating retailers, therefore customer queries after purchase should be directed to the relevant retailer.

  • ... unless the product is incorrect, faulty or defective.

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