My Cart


Frequently Asked Questions

While we do try to provide you with every little detail about what you’re gifting, naturally there’s sometimes more questions to be answered.

Here we’ve answered the most common queries we receive, but our line is always open (well, it’s open Monday to Friday: 9am – 5pm) if you’d rather drop us a message instead.


Q: I’d like to personalise a gift but can’t see your personalisation options, what do I do?

A: Every gift page gives you all the personalisation options available. Sometimes you’ll be able to find a similar gift that has a different font or design which might suit you more. If there’s something in particular you have in mind that you can’t find in our personalisation options, then give us a call and we’ll see what we can do for you. 

Q: Can I have a custom design and/or personalisation?

A: We have a huge range of gifts but if you have a tweak or change that you would like to make we will try and see what we can do. If you are looking for something completely bespoke, we are more than happy to create this and please contact us for a timeframe and estimate. If we find that we don't have the right equipment or stock, we’re always happy to recommend an alternative small businesses that might be able to help you.

Q: Can I Buy Now Pay Later with Klarna?

A: You can! Just add your item(s) to your cart as normal and head to the checkout. Select Klarna to pay and you'll get the option to pay up to 30 days later. No interest. No fees. No impact to your credit store. Manage your orders and payments in the Klarna app. For full Klarna Terms & Conditions click here.

Q: When will my order arrive?

A: Please see our simple table below for delivery times. These estimates apply for the majority of orders, however sometimes there can be delays due to busy periods like Christmas, global pandemics, extreme weather or other unforeseen circumstances, so please allow five working days before alerting us of a delay. As we are a small business, our team create, package and ship your gifts on working days (Monday to Friday) so weekends are skipped when calculating delivery estimates. Please note that if you have selected UK Standard or International Priority shipping, we cannot provide tracking information.

Delivery Option Selected Estimated Arrival Time

UK Standard Shipping

1 – 2 days

UK Express Shipping

Next working day before 1pm

International Priority

Europe: 2 – 4 weeks
Further afield: 4 – 6 weeks

International Tracked

Europe: 2 – 4 weeks
Further afield: 4 – 6 weeks


Currently during the COVID-19 pandemic, delivery times are likely to be longer. Please allow an extra five working days to the above table for UK orders, or ten working days for International orders.

Q: My order’s still not here, what do I do?

A: We are a small team, we are human and sometimes delays happen. Please understand we are trying – and for the large majority of orders, succeeding – to get all orders out on time. Similarly, all our postal partners are human and delays may happen with them too. If your order has still not arrived five working days after the estimates from the above table, then please get in touch with us so we can figure out the next steps together. You can find our details on our Contact Us page [link].

During the COVID-19 pandemic, delays are more likely. Please check your respective country’s postal resources for more information on delivery delays.

Q: My order’s faulty or not what I was expecting, can I have an exchange or refund?

A: Hopefully, no one’s reading this question. If you are then please reach out (details on our Contact Us page) and we’ll solve the issue.

Q: Can I place an order over the phone?

A: Yes! Give us a ring on 01273 495952.

Q: I’m buying a gift that contains a photo, how do I get the photo to you?

A: For photo-related gifts like frames, wallets, card, magnet cards, etc. there is an option on the order page to upload a printed photo. If you’ve missed this step (happens to the best of us) please send us an email to with your order number and photo request attached.

Q: I’ve received a gift but don’t know who it’s from, what should I do?

A: This is an awkward one, isn’t it? If there is a missing gift card from your order then you can contact us and we’ll solve the mystery for you.

Q: Were you called Owl & Otter?

A: Yes – that’s us. We’ve had a bit of a rebrand, what do you think? To find out more about who we are and our journey, read Our Story.

Q: My question’s not in the list above, how do I contact you?

A: You can email, call, DM or even send us a letter. All details can be found on Contact Us.