How do I customise an item?
Need a hand customising your notebook or some tips on how to make it look exactly as you want? You can find instructions and tips here.
If you’re still having trouble, send your question to customerservices@billy-gift.co.uk and we’ll get back to you as soon as possible.
I can not log in to my account?
Please be aware that by default all orders are made as a guest user.
If you would like to create account please select “Create an account” in checkout page.
If you have any more enquiries please don’t hesitate to contact us by using our email customerservices@billy-gift.co.uk
Can I change my custom item after ordering?
If you’ve made a mistake on your order, you will need to contact us as soon as possible with your order number.
As printing is automated straight from our website it may not be possible to stop an item going to print even if it has a spelling mistake or error. We strongly advise double-checking all of your custom text before you checkout as unfortunately we cannot take responsibility for customer mistakes!
Can I cancel my order?
If you want to cancel your order you need to contact us as soon as possible with your order number. Billy’s printing is automated straight from our website so it may not be possible to stop an item going to print. Unfortunately, once an order has been sent to print we will not be able to cancel your order.
Can I change my delivery address after ordering?
If you realise you’ve made a mistake on your delivery address, you need to contact us as soon as possible with your order number and the correct address. We cannot change a delivery address if your order has already shipped! We strongly advise double checking all of your custom text and delivery information at the checkout as we unfortunately cannot take responsibility for customer mistakes.
Can I return my order?
Unfortunately, we are not able to accept returns on custom orders as the item has been designed by and made especially for you! If however there is a fault or damage to your order which is unrelated to the customisation please contact us by email at customerservices@billy-gift.co.uk and we will work with you to resolve the issue.
How long will it take to make my custom order?
Manufacturing of your product will usually take around 48hrs from delivery of files to our printing partner. However, during busy times it can take up to 5 working days to print and bind your customised book.
How long will it take to ship my order?
We offer shipping by Royal Mail 24 (tracked). This is a next day shipping service that doesn’t require a signature on arrival.
UK Shipping
Royal Mail 24 (tracked) – next day
EU Shipping
DP Globalmail Untracked 5-10 days
DP Globalmail Tracked 5-10 days
DHL Courier 1-3 Days (Recipient must be in for delivery to take place) To ship to the EU we need to be registered with IOSS. The recipient’s Telephone number is required to use this service
Worldwide Shipping
DP Globalmail Untracked 7-14 days
DP Globalmail Tracked 7-14 days
DHL Courier 3-6 Days. Recipient must be in for delivery to take place. The recipient’s Telephone number is required to use this service.
Can I have my order gift wrapped?
Unfortunately we’re currently unable to gift wrap your order. But don’t worry, we’re working on it!
Can I get express delivery?
Yes! If you need your order ASAP choose DHL express courier delivery at the checkout.
Can I track my order?
Courier services give tracking and we can request service at an extra charge for Royal Mail services.
What countries do you ship to?
We are very pleased to be able to offer worldwide shipping for all products. However, please note that costs and estimated shipping times do vary depending on your location.
Billy Gifts unfortunately cannot accept responsibility or pay for any customs or import charges or taxes incurred by your country’s customs network before it arrives.
What kind of paper do you use in your notebooks?
We print on sustainable 120gsm uncoated stock which is FSC approved. This ideal for notes, sketching and even has minimal show through with felt tips.
What kind of notebooks do you offer?
Most of our notebook designs are available in A5 size and in the following binding types: Hardbound, Softbound, Hard Cover Wiro (Ring Bound) and Soft Cover Wiro (Ring Bound). You can select your preferred binding in the “Notebook Style” section of a listed notebook page. You’ll be directed to this after adding your custom text!
You can also choose what kind of paper you’d like inside your notebook, including: Lined, Plain, and Dotted (bullet journal).
If you’d like some more help customising your notebook, there are some handy instructions and tips here.
Are your customised mugs safe to put in the dishwasher? (mugs coming soon!)
As with all printed items of crockery, the putting of these into a dishwasher will affect the colours. We would suggest that you keep this to a minimum.
What payment methods do you accept?
- American Express
- China UnionPay (CUP)
- Discover & Diners
- Japan Credit Bureau (JCB)
- Mastercard
- Visa
Is your payment system safe and secure?
Billy Gift is using Stripe Payment system.
“Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe.”
You can find more about security of Stripe on their official website here
My order hasn’t arrived
Please get in touch at customerservices@billy-gift.co.uk and we will investigate on your behalf, we will do all we can to find out what has gone wrong.
My order isn’t as expected
If your order has a missing, incorrect or damaged item please contact us at customerservices@billy-gift.co.uk so we can work with you to resolve the problem as soon as possible.
Unfortunately we cannot accept returns if you are unhappy with the customisation of an item. We strongly advise double checking all of your custom text before heading to the checkout as we cannot take responsibility for customer mistakes.
My order is damaged
If your order arrives damaged please contact us at customerservices@billy-gift.co.uk so we can work with you to resolve the problem as soon as possible.
How do I create an account?
If you’d like to create a Billy account, simply select My Account (from the menu on mobile or at the top right corner of the screen on desktop). From here you will be directed to add your email address and create a password.
Creating a Billy account makes ordering quicker and easier, you can check up on current and existing orders and we’ll offer you special discounts too!
I can’t log in to my account
If you’re unable to access your account then you may need to reset your password. On the Login page simply select “Lost your password?” and follow the instructions to reset.
If you have any more questions get in touch at customerservices@billy-gift.co.uk
I want to close my account
You can login and close your account directly from your account after login, request an account closure by writing to us at customerservices@billy-gift.co.uk
