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Ask the fox (FAQs)

How do I get in touch with the team at Urban Fox Gifts?

The Urban Fox Gift team are on hand to assist with any inquires you may have.  Our Customer Service team are available via our online chat (9-5pm Monday to Friday) via email: [email protected] or you can call us during office hours +44 191 580 4064.

How do I personalise my product?

When you have browsed our site and found your ideal gift the options to personalise your product are endless. We have tailored our artwork so that you can simply change the name, the full text or completely change the artwork by uploading your own design.  We have boxes beside each product listing that allows you to tailor the product.  You tell us what you want and  we help you to bring your idea to life.

When will my order arrive?

As personalisation specialists we aim to have all orders processed within 48 hours and despatched using Royal Mail first class post.  Please note first class post as of the 1st of January 2011, can take on average one-three working days.

What space do I have to work with on each product?

The personalisation area is clearly noted on each product. This space is recommended to us by the manufacturer and will vary depending on the product. If you have a relatively long name or message you want to put on your product, you may have to reduce the font size to maximise the space available.

I would like to cancel/change my order after its placed?

You can change or cancel your order as long as it hasn't already been through our production process. Please bear in mind as soon as you make a payment our suppliers are under strict guidelines to get orders processed and dispatched as quickly as possible. That being the case you must contact us directly via email or telephone so we can try and stop the product going through the final stages of production. Please note however if it's been made we won't be able to provide a refund.

What makes Urban Fox Gifts different to other personalisation sites?

We do things a little different here at Urban Fox Gifts.  We want you to have the best possible experience from the start when you place an order on our website until your product reaches your doorstep. Each package that leaves our den and makes its way to you is wrapped in High quality tissue paper and has a free wooden Urban Fox Gift tag, meaning less time wrapping and less expense at your end.

When you see our products you will be spoilt for choice in terms of unique and quirky designs, that are added to daily to keep Urban Fox Gifts at the forefront of personalisation and gift giving. All that coupled with our quick turnaround, first class post and free delivery on all orders over £25. We might be the newbies on the block but we are miles ahead of the competition when it comes to style!

How do I return a product?

If in the extremely unlikely event that you are not 100% satisfied with your product we ask that you contact our Customer Service team via our live chat, email: [email protected] or via telephone: +44 191 580 4064. Please do not throw away any product, even if it’s faulty, before you’ve spoken to the Urban Fox team and agreed that doing so won't affect any refund you may be entitled to. We aim to please, your happiness is our number one priority.

I have a specific question about a product, what should I do?

If you have a specific question about a product that we do not answer on our site such as can you buy multiples at a discounted price etc. then please feel free to email our Customer Service team: [email protected] and we will get back to you asap.

What file formats are supported if I want to upload my own artwork?

You can send us the following file formats: pdf, eps, jpg, tif. Please make sure that your artwork is 400 dpi minimum.

How can I pay for my product?

You can choose your payment method on the website at the checkout. Our payment methods include: PayPal, Credit card, debit card, or direct bank transfer(SOFORT Banking).

Do you ship out with the UK?

As we are relatively new pups we only deliver in the UK, however watch this space as we could extend our reach relatively soon.

Why has my order not arrived?

If your order has not arrived, the first thing to do is check your order status by logging into your account on this site. If your order is marked as 'Despatched' please ensure you have waited at least 3 working days for your delivery, as we ship via first class Royal Mail. If the item has still not been received please contact our Customer Service department so that we can help. Reach our team via live chat, email or telephone.

What if my question is not mentioned on the FAQ list?

If your question has not been answered in the FAQ's don’t worry that just means you're thinking out the box.  Our Customer Service team will be happy to answer your question.  Contact us via the live chat, telephone or email and one of our vixens who will be able to assist.