HELP CENTRE
UK:
 |
 |
 |
 |
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
Want the exclusive deals, discount codes and on occasion some humorous content drop into your inbox, you’ve come to the right place.
You can join our newsletter by:
- The newsletter popup on site.
- Navigating to the bottom of almost all of our pages, you’ll find a super easy sign up form.
- At basket
How to unsubscribe:
If you’ve signed up to our newsletter, we try to target our emails based on your orders with us, so that we can provide you with offers, deals and inspiration that best match the way you order with us. Everyone’s different when it comes to how many emails they like to receive; we never want our customers to miss out on the best deals we have, so we’ll always be sure to communicate them, however, if it ever becomes too much; you can always find the “Unsubscribe” option on our newsletters.
If you need to get in touch for any reason, our friendly customer experience team are here to help and resolve your query. You can reach them directly by emailing help@ohhdeer.com.
If you would like to make a complaint, you may wish to include 'Complaint' in the email subject line. Please provide as much information as possible in your original email, for example, your order number and email address, so our team can help you straight away.
The team will get back to you as soon as possible. Please note that during busy times, this may take a little longer, but all emails sent will receive a response.
It's nice and simple (so we hope); add all the lovely products you want to your virtual basket, click on the basket icon to see a summary of the items you've chosen, then you can click the “Checkout” button, fill in the details, payment method and we’ll take care of everything else.
If you're a new customer, you can either register with us (it's super easy and takes roughly 15 seconds), or you can continue as a guest. If you're already registered with us, just login in to your account to proceed.
When it comes to "Where is my order?", we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you’d likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales).
Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement.
Our average fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually the next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Adding items: We are unable to add items to an order once it has been placed, but if you make a new order within one hour and then contact us at help@ohhdeer.com, we'll do our best to look into reducing the shipping cost and combining these orders for you. Please ensure you include order numbers within your email to assist the customer service team with taking prompt action.
Removing items: If you've made a mistake on your order, the sooner you reach out to us the better; once your order has started to be processed it will be too late to make changes. When getting in touch be sure to include your order number so we can act quickly to try and prevent unwanted items being shipped.
If you should change your mind after an order has been placed, drop us an email including as much detail as possible, including the order number. We’ll do everything we can to stop your order before it ships, if it’s too late, please don’t be upset with us; worst case scenario, upon receipt of the order if you still wish to cancel you can return items accordingly for a refund.
* Return postage is to be covered by the customer
If your order has arrived damaged or with items missing, please let our team know straight away. Please include as much detail as possible, including your order number and images where possible; this will allow the team to help you promptly.
If you are not happy with your purchase, you can return it to us within 30 days of receipt.
- Items must be returned in their original packaging in an unused condition.
- We do not provide pre-paid return labels for any returns.
- Postage to return is covered by the customer
We are unable to accept returns or provide a refund for personalised goods unless the product is faulty.
TO MAKE YOUR RETURN:
- Package your return, if possible in the original box/envelope.
- Return the item(s) to our warehouse (address detailed below).
- Include a note detailing your full name, order number and items being returned.
- Post your return via method of your choice
- Obtain a proof of postage receipt when returning an item, as you will be required to email this to the team as soon as this has been posted. Please include your order number with the email and attach an image of the receipt.
- Send proof of postage to help@ohhdeer.com.
OUR RETURN ADDRESS:
Ohh Deer Returns
Unit 6 Hawker Business Park
Melton Road
Burton on the Wolds
LE12 5TQ
Always obtain a proof of postage receipt when returning an item, as you will be required to provide this if your parcel is not received for any reason.
When returning your purchase, please allow 14 days from the day the order is posted for your refund to be processed. We will email you to let you know when your refund has been processed. Refunds normally take around 3-5 working days to be credited back to the account originally debited.
Users of Ohh Deer's personalised products may not use the services to process prohibited content.
This includes content or other material that:
- Is abusive, deceptive, pornographic, obscene, defamatory, slanderous, offensive, or otherwise inappropriate;
- Consists of copyrighted material used without the express permission of the owner or material that has been altered so the copyright, trademark or other proprietary notice is removed;
- Violates or otherwise encroaches on the rights, including the intellectual property, publicity or personal rights of others;
- Contains viruses, worms, corrupt files, Trojan horses or other forms of corruptive code, or any other content which may compromise the services (collectively “Corruptive Code”);
- Advocates illegal activity;
- Violates any law or regulation;
- Harms anyone, including minors; or,
- Provides a link to any of the above.
Any content submitted to the services may be subject to examination at any time. Although Ohh Deer does not and will not examine or otherwise review all content submitted or transmitted to the services, Ohh Deer may delete, move, and edit content for any reason, at any time, without notice.
All content (whether private or public) that is processed on the service is the sole responsibility of the person who submitted it. Thus, you are responsible for your content.
Ohh Deer in no way guarantees the accuracy, quality, or appropriateness of content available through the services.
Due to the bespoke nature of our custom products, they are exempt from our returns policy and are non-refundable. This does not affect your statutory rights, if your product arrives damaged, please contact a member of our customer service team
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards:
The production time for personalised cards is 1-2 working days, please refer to our shipping FAQ's for delivery information.
Personalised Notebooks:
The production time for personalised cards is 2-5 working days, please refer to our shipping FAQ's for delivery information.
Personalised Cards: Can be ordered up until 2pm (Weekdays only) for same day despatch.
Personalised Notebooks: Due to the production time required for notebooks, we do not offer same day despatch.
If you've seen this option on our website, you're looking at a personalised card. The purpose of “Send to Me” / “Send to Them” is to provide the option of sending an order direct to your recipient versus yourself. Our personalised products are made to order in a different warehouse to Ohh Deer's products, so these are naturally sent from another address.
Send to Me: With the selection of “Send to Me”, your personalised card will be printed and sent to you with an additional envelope, allowing you to open the exterior envelope and write on the additional envelope, like you would a standard greeting card.
Send to Them: With this option, the card is sent directly to your recipient, so there is no need for an additional envelope and it is therefore left out.
Multiple Addresses: If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
Our personalised items are printed on demand in the exact way you've created them, so it's important to check you’ve got everything correct before placing your order.
When creating a personalised card with 1 or more images, the best practice is to upload files that are 2MB or 300 dpi.
You will receive a warning upon upload if the image quality is deemed too low, it is not possible to increase the quality of a poor image during card customisation, so it’s best to try another image, or take a new one should you want optimised results.
Our personalised products guide you through the creation process, and you’ll be shown a preview before you add the finished product to your basket. Make sure to customise all the areas available until you’re happy with the preview you’re shown, before adding this to your basket.
If you experience technical difficulties when creating your personalised product, please let us know before completing your order and we’ll do our best to fix the issue.
Changes are not possible: Personalised product is made to order, there is a very short window after an order is placed where we can make changes or cancel your order before it hits production, so if a mistake is made, please get in touch with us immediately so that we can do what we can to prevent disappointment.
Quality control is incredibly important to us, however, mistakes can happen. If your personalised product is damaged, different to the preview or has been incorrectly made; reach out to our team and we will work on helping you with a refund or a replacement.
Sadly, we can not refund or replace personalised products where a mistake was made during the ordering process, so please ensure you’ve checked your personalised product thoroughly before placing your order.
UK:
|
|
|
|
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
We use several forms of packaging when dispatching orders, we always pack with care and aim to use just enough material to ensure your order arrives safely, without being overly wasteful. We will always aim to ship orders in a single package, this does however differ in the below scenarios:
-
If you have ordered a personalised product, along with non-personalised product, your orders will ship separately as they are fulfilled from different warehouses.
-
If you have only ordered personalised products, but have ordered more than 1 type; i.e. A personalised card, and a personalised notebook. The production times are different on these items, and therefore, delivery occurs separately.
-
Your order is very large, on occasions where your order exceeds a single box, your order would be sent in multiple shipments.
Working Days
You'll see 'working days' mentioned a lot in the below, so firstly let's clear up how they're being defined. Working days are defined as Monday - Friday, excluding bank holidays. In the case of delivery times, our couriers may have different working days to us, Royal Mail for example work Saturday's, so this can be included as a working day when it comes to calculating expected delivery dates on the respective services.
Processing time
When it comes to “Where is my order?”, we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you'd likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales). Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement. Our average however, fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Free Delivery (UK Only)
We offer free UK delivery on orders over £50*. Free delivery orders are dispatched via Royal Mail 2nd Class as standard, however larger/heavier orders may be dispatched on a next day service due to weight limitations with Royal Mail. Our threshold for free shipping can differ depending on the 'tier' of your account with us (to find out more information regarding account tiers, please refer to our 'My Account' FAQ).
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
*Exclusions to this service do apply, including, but not limited to, personalised products, sale periods and some promotional offers.
Standard Delivery (UK)
Our standard delivery method is Royal Mail 2nd Class, however, similarly to Free Delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead.
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
Express Delivery (UK)
Our express delivery method is Royal Mail 1st Class, and again, similarly to Free & Standard delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead. Our 'Express Delivery' option is prioritised by our warehouse, but not to the same extent as 'Next Day' orders; orders on this service may therefore see processing times of up to 6 working days, so if an order is urgent, we'd advise selecting our 'Next Day' service at checkout.
(Only orders placed on a 'Next Day' are processed in 1 working day, so if your order is large/weighty and ends up on a Next day service, this does not impact the prioritisation of processing time).
Delivery Time: 1 to 3 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-9 working days (including p&p time)
Next Day Delivery (UK)
'Next Day' orders must be placed before 14:00 GMT Monday - Friday to guarantee same day dispatch. Orders placed after this time will be processed on the next working day, if for example your order is placed at 15:00 on a Friday, your order will not be processed until the following Monday.
We can not guarantee Saturday delivery, therefore, orders placed on Friday will include an estimated delivery of Monday.
Delivery Time: 1 to 3 working days
Expected Delivery Window: 1-3 working days (including p&p time)
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards: The production time for personalised cards is 1-2 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
Personalised Notebooks: The production time for personalised cards is 2-5 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
International Delivery Queries
Please take a look at our international delivery FAQ for any queries regarding non-UK orders.
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
Moved address recently, or simply made a mistake? The earlier you get in touch with our team, the more likely we'll be able to assist you before your order gets sent somewhere it shouldn't.
If you've received an email confirmation of dispatch, sadly, it's going to be too late for us to alter your delivery address & regrettably, we can't be responsible for the non-delivery of orders where delivery details have been incorrectly entered.
Therefore, please get in touch with us as soon as you can should you have entered the wrong address for your order.
You've placed your order, and you're desperately excited for it to arrive, however you've been left wanting as days have passed and there's no sign of delivery on the horizon; we get it, let's see what we can do to help.
If you're not sure what delivery method you selected; you can quickly check your confirmation email as it will contain all the information you need to know. If you can't find this email, have a check in your promotions, spam, junk; just in case it's found its way in there.
Have you received an order dispatch confirmation email? If you can't find this for your order, again, give your promotions, spam and junk folders a check, and if this is still missing; your order is still being processed, you can find more information on our processing time in the FAQ: When will I receive my order?
If your order seems to be lost or has missed its delivery date, please get in touch with our friendly team.
A lot of our products are letterbox friendly, but it depends what you've ordered, or how much you've ordered. On occasions where your order does not fit through a letterbox, almost all carriers have 'failed delivery' protocols, for which the vast majority will attempt to leave your order with a neighbour, or in a 'safe place'; and failing all options, they will attempt redelivery on a following working day. Failed delivery cards will be left on all occasions alerting you to the failed delivery and the action taken.
If you're concerned about when your delivery will be made; for 'Next Day' services, you can use the tracking in your dispatch confirmation to re-arrange delivery or select a safe place for it to be left.
Failing all of the above; your order will normally travel back to the nearest depot for collection within 5 working days, you'll usually need a form of identification to pick it up.
Our website is fully PCI compliant, this means we do not store any payment information and all the channels we use to process payment are completely secure.
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
Our gift cards are delivered by email. The email will contain both a unique code and instructions on how to redeem the value on ohhdeer.com only.
These are not physical gift cards and you will not receive anything in the post. All gift cards are valid for a 12 month period from the date of purchase. You therefore must ensure the card is used before the card expires.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card for any reason refuses to authorise payment, then you will be notified of this immediately at checkout.
A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure the 'Billing Address' section is the same address as printed on your respective bank statement. For full details of why the payment was declined, please contact your card issuer.
All orders placed on our website are charged in British Pounds (GBP).
It is the customers responsibility to accurately check the conversion rates and fees that could apply on checkout, this will depend on your local currency and / or your method of payment.
To enter a discount code, finish adding all the items you want to order to your basket, and head to checkout. Once at checkout, you can enter your discount code or gift card, and after clicking the “Apply” button, your discount / gift card will apply to your order.
Our checkout can only handle a single discount code at a time; if you’ve managed to come across more than one discount live at a time, be sure to try each one and choose to progress with the one that works best for you!
We've made it really nice and easy.
Step 1: Create an account here (remember to activate the account using the activation link we send to your email address)
Step 2: Add at least 3 cards to your basket (these can be a mixture of personalised cards and non-personalised cards, you choose!)
Step 3: That’s it! Your order will automatically make 1 in every 3 cards free*; 3 for 2 work’s for every 3 cards too, so 6 cards = 2 free, 9 cards = 3 free, and so on.
*3 for 2 applies to full price greeting cards only.
We don’t like hidden terms, but be sure to check if there are any stipulations for the discount code you’re trying to redeem, we’ll always be as clear as possible on any restrictions that apply to discounts given out. For example, on some occasions, our discount codes will only apply to full price items, or, they could be for a maximum number of products / redemptions.
If you can’t find these details and are still struggling, please reach out to our team and we’ll be happy to help.
Personalised Content Terms
Users of Ohh Deer's personalised products may not use the services to process prohibited content.
This includes content or other material that:
- Is abusive, deceptive, pornographic, obscene, defamatory, slanderous, offensive, or otherwise inappropriate;
- Consists of copyrighted material used without the express permission of the owner or material that has been altered so the copyright, trademark or other proprietary notice is removed;
- Violates or otherwise encroaches on the rights, including the intellectual property, publicity or personal rights of others;
- Contains viruses, worms, corrupt files, Trojan horses or other forms of corruptive code, or any other content which may compromise the services (collectively “Corruptive Code”);
- Advocates illegal activity;
- Violates any law or regulation;
- Harms anyone, including minors; or,
- Provides a link to any of the above.
Any content submitted to the services may be subject to examination at any time. Although Ohh Deer does not and will not examine or otherwise review all content submitted or transmitted to the services, Ohh Deer may delete, move, and edit content for any reason, at any time, without notice.
All content (whether private or public) that is processed on the service is the sole responsibility of the person who submitted it. Thus, you are responsible for your content.
Ohh Deer in no way guarantees the accuracy, quality, or appropriateness of content available through the services.
Due to the bespoke nature of our custom products, they are exempt from our returns policy and are non-refundable. This does not affect your statutory rights, if your product arrives damaged, please contact a member of our customer service team
How do I place an order?
It's nice and simple (so we hope); add all the lovely products you want to your virtual basket, click on the basket icon to see a summary of the items you've chosen, then you can click the “Checkout” button, fill in the details, payment method and we’ll take care of everything else.
If you're a new customer, you can either register with us (it's super easy and takes roughly 15 seconds), or you can continue as a guest. If you're already registered with us, just login in to your account to proceed.
Will my payment be secure?
Our website is fully PCI compliant, this means we do not store any payment information and all the channels we use to process payment are completely secure.
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
How much will shipping cost?
UK:
|
|
|
|
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
I’ve forgotten my password, can you reset it?
I have an Ohh Deer discount, where do I enter the code?
To enter a discount code, finish adding all the items you want to order to your basket, and head to checkout. Once at checkout, you can enter your discount code or gift card, and after clicking the “Apply” button, your discount / gift card will apply to your order.
How will my order be shipped?
We use several forms of packaging when dispatching orders, we always pack with care and aim to use just enough material to ensure your order arrives safely, without being overly wasteful. We will always aim to ship orders in a single package, this does however differ in the below scenarios:
-
If you have ordered a personalised product, along with non-personalised product, your orders will ship separately as they are fulfilled from different warehouses.
-
If you have only ordered personalised products, but have ordered more than 1 type; i.e. A personalised card, and a personalised notebook. The production times are different on these items, and therefore, delivery occurs separately.
-
Your order is very large, on occasions where your order exceeds a single box, your order would be sent in multiple shipments.
What is the processing time for personalised products?
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards:
The production time for personalised cards is 1-2 working days, please refer to our shipping FAQ's for delivery information.
Personalised Notebooks:
The production time for personalised cards is 2-5 working days, please refer to our shipping FAQ's for delivery information.
What is the processing time for orders?
When it comes to "Where is my order?", we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you’d likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales).
Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement.
Our average fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually the next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
How do I register for the Newsletter?
Want the exclusive deals, discount codes and on occasion some humorous content drop into your inbox, you’ve come to the right place.
You can join our newsletter by:
- The newsletter popup on site.
- Navigating to the bottom of almost all of our pages, you’ll find a super easy sign up form.
- At basket
How to unsubscribe:
If you’ve signed up to our newsletter, we try to target our emails based on your orders with us, so that we can provide you with offers, deals and inspiration that best match the way you order with us. Everyone’s different when it comes to how many emails they like to receive; we never want our customers to miss out on the best deals we have, so we’ll always be sure to communicate them, however, if it ever becomes too much; you can always find the “Unsubscribe” option on our newsletters.
What payment options do I have at checkout?
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
Can I use more than one discount at a time?
Our checkout can only handle a single discount code at a time; if you’ve managed to come across more than one discount live at a time, be sure to try each one and choose to progress with the one that works best for you!
When will I receive my order?
Working Days
You'll see 'working days' mentioned a lot in the below, so firstly let's clear up how they're being defined. Working days are defined as Monday - Friday, excluding bank holidays. In the case of delivery times, our couriers may have different working days to us, Royal Mail for example work Saturday's, so this can be included as a working day when it comes to calculating expected delivery dates on the respective services.
Processing time
When it comes to “Where is my order?”, we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you'd likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales). Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement. Our average however, fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Free Delivery (UK Only)
We offer free UK delivery on orders over £50*. Free delivery orders are dispatched via Royal Mail 2nd Class as standard, however larger/heavier orders may be dispatched on a next day service due to weight limitations with Royal Mail. Our threshold for free shipping can differ depending on the 'tier' of your account with us (to find out more information regarding account tiers, please refer to our 'My Account' FAQ).
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
*Exclusions to this service do apply, including, but not limited to, personalised products, sale periods and some promotional offers.
Standard Delivery (UK)
Our standard delivery method is Royal Mail 2nd Class, however, similarly to Free Delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead.
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
Express Delivery (UK)
Our express delivery method is Royal Mail 1st Class, and again, similarly to Free & Standard delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead. Our 'Express Delivery' option is prioritised by our warehouse, but not to the same extent as 'Next Day' orders; orders on this service may therefore see processing times of up to 6 working days, so if an order is urgent, we'd advise selecting our 'Next Day' service at checkout.
(Only orders placed on a 'Next Day' are processed in 1 working day, so if your order is large/weighty and ends up on a Next day service, this does not impact the prioritisation of processing time).
Delivery Time: 1 to 3 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-9 working days (including p&p time)
Next Day Delivery (UK)
'Next Day' orders must be placed before 14:00 GMT Monday - Friday to guarantee same day dispatch. Orders placed after this time will be processed on the next working day, if for example your order is placed at 15:00 on a Friday, your order will not be processed until the following Monday.
We can not guarantee Saturday delivery, therefore, orders placed on Friday will include an estimated delivery of Monday.
Delivery Time: 1 to 3 working days
Expected Delivery Window: 1-3 working days (including p&p time)
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards: The production time for personalised cards is 1-2 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
Personalised Notebooks: The production time for personalised cards is 2-5 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
International Delivery Queries
Please take a look at our international delivery FAQ for any queries regarding non-UK orders.
How does 3 for 2 work / how do I get it?
We've made it really nice and easy.
Step 1: Create an account here (remember to activate the account using the activation link we send to your email address)
Step 2: Add at least 3 cards to your basket (these can be a mixture of personalised cards and non-personalised cards, you choose!)
Step 3: That’s it! Your order will automatically make 1 in every 3 cards free*; 3 for 2 work’s for every 3 cards too, so 6 cards = 2 free, 9 cards = 3 free, and so on.
*3 for 2 applies to full price greeting cards only.
How do gift cards work?
Our gift cards are delivered by email. The email will contain both a unique code and instructions on how to redeem the value on ohhdeer.com only.
These are not physical gift cards and you will not receive anything in the post. All gift cards are valid for a 12 month period from the date of purchase. You therefore must ensure the card is used before the card expires.
How can I make a complaint?
If you need to get in touch for any reason, our friendly customer experience team are here to help and resolve your query. You can reach them directly by emailing help@ohhdeer.com.
If you would like to make a complaint, you may wish to include 'Complaint' in the email subject line. Please provide as much information as possible in your original email, for example, your order number and email address, so our team can help you straight away.
The team will get back to you as soon as possible. Please note that during busy times, this may take a little longer, but all emails sent will receive a response.
What is the deadline for same day despatch of personalised orders?
Personalised Cards: Can be ordered up until 2pm (Weekdays only) for same day despatch.
Personalised Notebooks: Due to the production time required for notebooks, we do not offer same day despatch.
Can I make changes to my order?
Adding items: We are unable to add items to an order once it has been placed, but if you make a new order within one hour and then contact us at help@ohhdeer.com, we'll do our best to look into reducing the shipping cost and combining these orders for you. Please ensure you include order numbers within your email to assist the customer service team with taking prompt action.
Removing items: If you've made a mistake on your order, the sooner you reach out to us the better; once your order has started to be processed it will be too late to make changes. When getting in touch be sure to include your order number so we can act quickly to try and prevent unwanted items being shipped.
My discount code hasn’t worked how I expected
We don’t like hidden terms, but be sure to check if there are any stipulations for the discount code you’re trying to redeem, we’ll always be as clear as possible on any restrictions that apply to discounts given out. For example, on some occasions, our discount codes will only apply to full price items, or, they could be for a maximum number of products / redemptions.
If you can’t find these details and are still struggling, please reach out to our team and we’ll be happy to help.
What does “Send to Me” & “Send to Them” mean?
If you've seen this option on our website, you're looking at a personalised card. The purpose of “Send to Me” / “Send to Them” is to provide the option of sending an order direct to your recipient versus yourself. Our personalised products are made to order in a different warehouse to Ohh Deer's products, so these are naturally sent from another address.
Send to Me: With the selection of “Send to Me”, your personalised card will be printed and sent to you with an additional envelope, allowing you to open the exterior envelope and write on the additional envelope, like you would a standard greeting card.
Send to Them: With this option, the card is sent directly to your recipient, so there is no need for an additional envelope and it is therefore left out.
Multiple Addresses: If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
My transaction has declined, can you help?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card for any reason refuses to authorise payment, then you will be notified of this immediately at checkout.
A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure the 'Billing Address' section is the same address as printed on your respective bank statement. For full details of why the payment was declined, please contact your card issuer.
International Delivery Information
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
How do I cancel my order?
If you should change your mind after an order has been placed, drop us an email including as much detail as possible, including the order number. We’ll do everything we can to stop your order before it ships, if it’s too late, please don’t be upset with us; worst case scenario, upon receipt of the order if you still wish to cancel you can return items accordingly for a refund.
* Return postage is to be covered by the customer
How does currency conversion work on your website?
All orders placed on our website are charged in British Pounds (GBP).
It is the customers responsibility to accurately check the conversion rates and fees that could apply on checkout, this will depend on your local currency and / or your method of payment.
Can I make changes to a personalised product after ordering?
Our personalised items are printed on demand in the exact way you've created them, so it's important to check you’ve got everything correct before placing your order.
Can I send my order to multiple addresses?
If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
My item(s) / order is damaged, what do I do?
If your order has arrived damaged or with items missing, please let our team know straight away. Please include as much detail as possible, including your order number and images where possible; this will allow the team to help you promptly.
How do I achieve the best image quality outcome when personalising a card?
When creating a personalised card with 1 or more images, the best practice is to upload files that are 2MB or 300 dpi.
You will receive a warning upon upload if the image quality is deemed too low, it is not possible to increase the quality of a poor image during card customisation, so it’s best to try another image, or take a new one should you want optimised results.
I’ve entered the wrong shipping address, what do I do?
Moved address recently, or simply made a mistake? The earlier you get in touch with our team, the more likely we'll be able to assist you before your order gets sent somewhere it shouldn't.
If you've received an email confirmation of dispatch, sadly, it's going to be too late for us to alter your delivery address & regrettably, we can't be responsible for the non-delivery of orders where delivery details have been incorrectly entered.
Therefore, please get in touch with us as soon as you can should you have entered the wrong address for your order.
How do I return an item or my order?
If you are not happy with your purchase, you can return it to us within 30 days of receipt.
- Items must be returned in their original packaging in an unused condition.
- We do not provide pre-paid return labels for any returns.
- Postage to return is covered by the customer
We are unable to accept returns or provide a refund for personalised goods unless the product is faulty.
TO MAKE YOUR RETURN:
- Package your return, if possible in the original box/envelope.
- Return the item(s) to our warehouse (address detailed below).
- Include a note detailing your full name, order number and items being returned.
- Post your return via method of your choice
- Obtain a proof of postage receipt when returning an item, as you will be required to email this to the team as soon as this has been posted. Please include your order number with the email and attach an image of the receipt.
- Send proof of postage to help@ohhdeer.com.
OUR RETURN ADDRESS:
Ohh Deer Returns
Unit 6 Hawker Business Park
Melton Road
Burton on the Wolds
LE12 5TQ
Always obtain a proof of postage receipt when returning an item, as you will be required to provide this if your parcel is not received for any reason.
When returning your purchase, please allow 14 days from the day the order is posted for your refund to be processed. We will email you to let you know when your refund has been processed. Refunds normally take around 3-5 working days to be credited back to the account originally debited.
I'm having trouble customising a product
Our personalised products guide you through the creation process, and you’ll be shown a preview before you add the finished product to your basket. Make sure to customise all the areas available until you’re happy with the preview you’re shown, before adding this to your basket.
If you experience technical difficulties when creating your personalised product, please let us know before completing your order and we’ll do our best to fix the issue.
Changes are not possible: Personalised product is made to order, there is a very short window after an order is placed where we can make changes or cancel your order before it hits production, so if a mistake is made, please get in touch with us immediately so that we can do what we can to prevent disappointment.
Where is my order?
You've placed your order, and you're desperately excited for it to arrive, however you've been left wanting as days have passed and there's no sign of delivery on the horizon; we get it, let's see what we can do to help.
If you're not sure what delivery method you selected; you can quickly check your confirmation email as it will contain all the information you need to know. If you can't find this email, have a check in your promotions, spam, junk; just in case it's found its way in there.
Have you received an order dispatch confirmation email? If you can't find this for your order, again, give your promotions, spam and junk folders a check, and if this is still missing; your order is still being processed, you can find more information on our processing time in the FAQ: When will I receive my order?
If your order seems to be lost or has missed its delivery date, please get in touch with our friendly team.
What happens if I’m not in to receive my delivery?
A lot of our products are letterbox friendly, but it depends what you've ordered, or how much you've ordered. On occasions where your order does not fit through a letterbox, almost all carriers have 'failed delivery' protocols, for which the vast majority will attempt to leave your order with a neighbour, or in a 'safe place'; and failing all options, they will attempt redelivery on a following working day. Failed delivery cards will be left on all occasions alerting you to the failed delivery and the action taken.
If you're concerned about when your delivery will be made; for 'Next Day' services, you can use the tracking in your dispatch confirmation to re-arrange delivery or select a safe place for it to be left.
Failing all of the above; your order will normally travel back to the nearest depot for collection within 5 working days, you'll usually need a form of identification to pick it up.
My personalised item arrived damaged or incorrect?
Quality control is incredibly important to us, however, mistakes can happen. If your personalised product is damaged, different to the preview or has been incorrectly made; reach out to our team and we will work on helping you with a refund or a replacement.
Sadly, we can not refund or replace personalised products where a mistake was made during the ordering process, so please ensure you’ve checked your personalised product thoroughly before placing your order.
I’ve forgotten my password, can you reset it?
How much will shipping cost?
UK:
|
|
|
|
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
International Delivery Information
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
I’ve forgotten my password, can you reset it?
How do I register for the Newsletter?
Want the exclusive deals, discount codes and on occasion some humorous content drop into your inbox, you’ve come to the right place.
You can join our newsletter by:
- The newsletter popup on site.
- Navigating to the bottom of almost all of our pages, you’ll find a super easy sign up form.
- At basket
How to unsubscribe:
If you’ve signed up to our newsletter, we try to target our emails based on your orders with us, so that we can provide you with offers, deals and inspiration that best match the way you order with us. Everyone’s different when it comes to how many emails they like to receive; we never want our customers to miss out on the best deals we have, so we’ll always be sure to communicate them, however, if it ever becomes too much; you can always find the “Unsubscribe” option on our newsletters.
How can I make a complaint?
If you need to get in touch for any reason, our friendly customer experience team are here to help and resolve your query. You can reach them directly by emailing help@ohhdeer.com.
If you would like to make a complaint, you may wish to include 'Complaint' in the email subject line. Please provide as much information as possible in your original email, for example, your order number and email address, so our team can help you straight away.
The team will get back to you as soon as possible. Please note that during busy times, this may take a little longer, but all emails sent will receive a response.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
How do I place an order?
It's nice and simple (so we hope); add all the lovely products you want to your virtual basket, click on the basket icon to see a summary of the items you've chosen, then you can click the “Checkout” button, fill in the details, payment method and we’ll take care of everything else.
If you're a new customer, you can either register with us (it's super easy and takes roughly 15 seconds), or you can continue as a guest. If you're already registered with us, just login in to your account to proceed.
What is the processing time for orders?
When it comes to "Where is my order?", we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you’d likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales).
Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement.
Our average fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually the next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Can I make changes to my order?
Adding items: We are unable to add items to an order once it has been placed, but if you make a new order within one hour and then contact us at help@ohhdeer.com, we'll do our best to look into reducing the shipping cost and combining these orders for you. Please ensure you include order numbers within your email to assist the customer service team with taking prompt action.
Removing items: If you've made a mistake on your order, the sooner you reach out to us the better; once your order has started to be processed it will be too late to make changes. When getting in touch be sure to include your order number so we can act quickly to try and prevent unwanted items being shipped.
How do I cancel my order?
If you should change your mind after an order has been placed, drop us an email including as much detail as possible, including the order number. We’ll do everything we can to stop your order before it ships, if it’s too late, please don’t be upset with us; worst case scenario, upon receipt of the order if you still wish to cancel you can return items accordingly for a refund.
* Return postage is to be covered by the customer
My item(s) / order is damaged, what do I do?
If your order has arrived damaged or with items missing, please let our team know straight away. Please include as much detail as possible, including your order number and images where possible; this will allow the team to help you promptly.
How do I return an item or my order?
If you are not happy with your purchase, you can return it to us within 30 days of receipt.
- Items must be returned in their original packaging in an unused condition.
- We do not provide pre-paid return labels for any returns.
- Postage to return is covered by the customer
We are unable to accept returns or provide a refund for personalised goods unless the product is faulty.
TO MAKE YOUR RETURN:
- Package your return, if possible in the original box/envelope.
- Return the item(s) to our warehouse (address detailed below).
- Include a note detailing your full name, order number and items being returned.
- Post your return via method of your choice
- Obtain a proof of postage receipt when returning an item, as you will be required to email this to the team as soon as this has been posted. Please include your order number with the email and attach an image of the receipt.
- Send proof of postage to help@ohhdeer.com.
OUR RETURN ADDRESS:
Ohh Deer Returns
Unit 6 Hawker Business Park
Melton Road
Burton on the Wolds
LE12 5TQ
Always obtain a proof of postage receipt when returning an item, as you will be required to provide this if your parcel is not received for any reason.
When returning your purchase, please allow 14 days from the day the order is posted for your refund to be processed. We will email you to let you know when your refund has been processed. Refunds normally take around 3-5 working days to be credited back to the account originally debited.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
Personalised Content Terms
Users of Ohh Deer's personalised products may not use the services to process prohibited content.
This includes content or other material that:
- Is abusive, deceptive, pornographic, obscene, defamatory, slanderous, offensive, or otherwise inappropriate;
- Consists of copyrighted material used without the express permission of the owner or material that has been altered so the copyright, trademark or other proprietary notice is removed;
- Violates or otherwise encroaches on the rights, including the intellectual property, publicity or personal rights of others;
- Contains viruses, worms, corrupt files, Trojan horses or other forms of corruptive code, or any other content which may compromise the services (collectively “Corruptive Code”);
- Advocates illegal activity;
- Violates any law or regulation;
- Harms anyone, including minors; or,
- Provides a link to any of the above.
Any content submitted to the services may be subject to examination at any time. Although Ohh Deer does not and will not examine or otherwise review all content submitted or transmitted to the services, Ohh Deer may delete, move, and edit content for any reason, at any time, without notice.
All content (whether private or public) that is processed on the service is the sole responsibility of the person who submitted it. Thus, you are responsible for your content.
Ohh Deer in no way guarantees the accuracy, quality, or appropriateness of content available through the services.
Due to the bespoke nature of our custom products, they are exempt from our returns policy and are non-refundable. This does not affect your statutory rights, if your product arrives damaged, please contact a member of our customer service team
What is the processing time for personalised products?
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards:
The production time for personalised cards is 1-2 working days, please refer to our shipping FAQ's for delivery information.
Personalised Notebooks:
The production time for personalised cards is 2-5 working days, please refer to our shipping FAQ's for delivery information.
What is the deadline for same day despatch of personalised orders?
Personalised Cards: Can be ordered up until 2pm (Weekdays only) for same day despatch.
Personalised Notebooks: Due to the production time required for notebooks, we do not offer same day despatch.
What does “Send to Me” & “Send to Them” mean?
If you've seen this option on our website, you're looking at a personalised card. The purpose of “Send to Me” / “Send to Them” is to provide the option of sending an order direct to your recipient versus yourself. Our personalised products are made to order in a different warehouse to Ohh Deer's products, so these are naturally sent from another address.
Send to Me: With the selection of “Send to Me”, your personalised card will be printed and sent to you with an additional envelope, allowing you to open the exterior envelope and write on the additional envelope, like you would a standard greeting card.
Send to Them: With this option, the card is sent directly to your recipient, so there is no need for an additional envelope and it is therefore left out.
Multiple Addresses: If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
Can I make changes to a personalised product after ordering?
Our personalised items are printed on demand in the exact way you've created them, so it's important to check you’ve got everything correct before placing your order.
How do I achieve the best image quality outcome when personalising a card?
When creating a personalised card with 1 or more images, the best practice is to upload files that are 2MB or 300 dpi.
You will receive a warning upon upload if the image quality is deemed too low, it is not possible to increase the quality of a poor image during card customisation, so it’s best to try another image, or take a new one should you want optimised results.
I'm having trouble customising a product
Our personalised products guide you through the creation process, and you’ll be shown a preview before you add the finished product to your basket. Make sure to customise all the areas available until you’re happy with the preview you’re shown, before adding this to your basket.
If you experience technical difficulties when creating your personalised product, please let us know before completing your order and we’ll do our best to fix the issue.
Changes are not possible: Personalised product is made to order, there is a very short window after an order is placed where we can make changes or cancel your order before it hits production, so if a mistake is made, please get in touch with us immediately so that we can do what we can to prevent disappointment.
My personalised item arrived damaged or incorrect?
Quality control is incredibly important to us, however, mistakes can happen. If your personalised product is damaged, different to the preview or has been incorrectly made; reach out to our team and we will work on helping you with a refund or a replacement.
Sadly, we can not refund or replace personalised products where a mistake was made during the ordering process, so please ensure you’ve checked your personalised product thoroughly before placing your order.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
How much will shipping cost?
UK:
|
|
|
|
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
How will my order be shipped?
We use several forms of packaging when dispatching orders, we always pack with care and aim to use just enough material to ensure your order arrives safely, without being overly wasteful. We will always aim to ship orders in a single package, this does however differ in the below scenarios:
-
If you have ordered a personalised product, along with non-personalised product, your orders will ship separately as they are fulfilled from different warehouses.
-
If you have only ordered personalised products, but have ordered more than 1 type; i.e. A personalised card, and a personalised notebook. The production times are different on these items, and therefore, delivery occurs separately.
-
Your order is very large, on occasions where your order exceeds a single box, your order would be sent in multiple shipments.
When will I receive my order?
Working Days
You'll see 'working days' mentioned a lot in the below, so firstly let's clear up how they're being defined. Working days are defined as Monday - Friday, excluding bank holidays. In the case of delivery times, our couriers may have different working days to us, Royal Mail for example work Saturday's, so this can be included as a working day when it comes to calculating expected delivery dates on the respective services.
Processing time
When it comes to “Where is my order?”, we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you'd likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales). Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement. Our average however, fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Free Delivery (UK Only)
We offer free UK delivery on orders over £50*. Free delivery orders are dispatched via Royal Mail 2nd Class as standard, however larger/heavier orders may be dispatched on a next day service due to weight limitations with Royal Mail. Our threshold for free shipping can differ depending on the 'tier' of your account with us (to find out more information regarding account tiers, please refer to our 'My Account' FAQ).
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
*Exclusions to this service do apply, including, but not limited to, personalised products, sale periods and some promotional offers.
Standard Delivery (UK)
Our standard delivery method is Royal Mail 2nd Class, however, similarly to Free Delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead.
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
Express Delivery (UK)
Our express delivery method is Royal Mail 1st Class, and again, similarly to Free & Standard delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead. Our 'Express Delivery' option is prioritised by our warehouse, but not to the same extent as 'Next Day' orders; orders on this service may therefore see processing times of up to 6 working days, so if an order is urgent, we'd advise selecting our 'Next Day' service at checkout.
(Only orders placed on a 'Next Day' are processed in 1 working day, so if your order is large/weighty and ends up on a Next day service, this does not impact the prioritisation of processing time).
Delivery Time: 1 to 3 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-9 working days (including p&p time)
Next Day Delivery (UK)
'Next Day' orders must be placed before 14:00 GMT Monday - Friday to guarantee same day dispatch. Orders placed after this time will be processed on the next working day, if for example your order is placed at 15:00 on a Friday, your order will not be processed until the following Monday.
We can not guarantee Saturday delivery, therefore, orders placed on Friday will include an estimated delivery of Monday.
Delivery Time: 1 to 3 working days
Expected Delivery Window: 1-3 working days (including p&p time)
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards: The production time for personalised cards is 1-2 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
Personalised Notebooks: The production time for personalised cards is 2-5 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
International Delivery Queries
Please take a look at our international delivery FAQ for any queries regarding non-UK orders.
International Delivery Information
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
Can I send my order to multiple addresses?
If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
I’ve entered the wrong shipping address, what do I do?
Moved address recently, or simply made a mistake? The earlier you get in touch with our team, the more likely we'll be able to assist you before your order gets sent somewhere it shouldn't.
If you've received an email confirmation of dispatch, sadly, it's going to be too late for us to alter your delivery address & regrettably, we can't be responsible for the non-delivery of orders where delivery details have been incorrectly entered.
Therefore, please get in touch with us as soon as you can should you have entered the wrong address for your order.
Where is my order?
You've placed your order, and you're desperately excited for it to arrive, however you've been left wanting as days have passed and there's no sign of delivery on the horizon; we get it, let's see what we can do to help.
If you're not sure what delivery method you selected; you can quickly check your confirmation email as it will contain all the information you need to know. If you can't find this email, have a check in your promotions, spam, junk; just in case it's found its way in there.
Have you received an order dispatch confirmation email? If you can't find this for your order, again, give your promotions, spam and junk folders a check, and if this is still missing; your order is still being processed, you can find more information on our processing time in the FAQ: When will I receive my order?
If your order seems to be lost or has missed its delivery date, please get in touch with our friendly team.
What happens if I’m not in to receive my delivery?
A lot of our products are letterbox friendly, but it depends what you've ordered, or how much you've ordered. On occasions where your order does not fit through a letterbox, almost all carriers have 'failed delivery' protocols, for which the vast majority will attempt to leave your order with a neighbour, or in a 'safe place'; and failing all options, they will attempt redelivery on a following working day. Failed delivery cards will be left on all occasions alerting you to the failed delivery and the action taken.
If you're concerned about when your delivery will be made; for 'Next Day' services, you can use the tracking in your dispatch confirmation to re-arrange delivery or select a safe place for it to be left.
Failing all of the above; your order will normally travel back to the nearest depot for collection within 5 working days, you'll usually need a form of identification to pick it up.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
Will my payment be secure?
Our website is fully PCI compliant, this means we do not store any payment information and all the channels we use to process payment are completely secure.
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
What payment options do I have at checkout?
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
How do gift cards work?
Our gift cards are delivered by email. The email will contain both a unique code and instructions on how to redeem the value on ohhdeer.com only.
These are not physical gift cards and you will not receive anything in the post. All gift cards are valid for a 12 month period from the date of purchase. You therefore must ensure the card is used before the card expires.
My transaction has declined, can you help?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card for any reason refuses to authorise payment, then you will be notified of this immediately at checkout.
A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure the 'Billing Address' section is the same address as printed on your respective bank statement. For full details of why the payment was declined, please contact your card issuer.
How does currency conversion work on your website?
All orders placed on our website are charged in British Pounds (GBP).
It is the customers responsibility to accurately check the conversion rates and fees that could apply on checkout, this will depend on your local currency and / or your method of payment.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
I have an Ohh Deer discount, where do I enter the code?
To enter a discount code, finish adding all the items you want to order to your basket, and head to checkout. Once at checkout, you can enter your discount code or gift card, and after clicking the “Apply” button, your discount / gift card will apply to your order.
Can I use more than one discount at a time?
Our checkout can only handle a single discount code at a time; if you’ve managed to come across more than one discount live at a time, be sure to try each one and choose to progress with the one that works best for you!
How does 3 for 2 work / how do I get it?
We've made it really nice and easy.
Step 1: Create an account here (remember to activate the account using the activation link we send to your email address)
Step 2: Add at least 3 cards to your basket (these can be a mixture of personalised cards and non-personalised cards, you choose!)
Step 3: That’s it! Your order will automatically make 1 in every 3 cards free*; 3 for 2 work’s for every 3 cards too, so 6 cards = 2 free, 9 cards = 3 free, and so on.
*3 for 2 applies to full price greeting cards only.
My discount code hasn’t worked how I expected
We don’t like hidden terms, but be sure to check if there are any stipulations for the discount code you’re trying to redeem, we’ll always be as clear as possible on any restrictions that apply to discounts given out. For example, on some occasions, our discount codes will only apply to full price items, or, they could be for a maximum number of products / redemptions.
If you can’t find these details and are still struggling, please reach out to our team and we’ll be happy to help.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
Personalised Content Terms
Users of Ohh Deer's personalised products may not use the services to process prohibited content.
This includes content or other material that:
- Is abusive, deceptive, pornographic, obscene, defamatory, slanderous, offensive, or otherwise inappropriate;
- Consists of copyrighted material used without the express permission of the owner or material that has been altered so the copyright, trademark or other proprietary notice is removed;
- Violates or otherwise encroaches on the rights, including the intellectual property, publicity or personal rights of others;
- Contains viruses, worms, corrupt files, Trojan horses or other forms of corruptive code, or any other content which may compromise the services (collectively “Corruptive Code”);
- Advocates illegal activity;
- Violates any law or regulation;
- Harms anyone, including minors; or,
- Provides a link to any of the above.
Any content submitted to the services may be subject to examination at any time. Although Ohh Deer does not and will not examine or otherwise review all content submitted or transmitted to the services, Ohh Deer may delete, move, and edit content for any reason, at any time, without notice.
All content (whether private or public) that is processed on the service is the sole responsibility of the person who submitted it. Thus, you are responsible for your content.
Ohh Deer in no way guarantees the accuracy, quality, or appropriateness of content available through the services.
Due to the bespoke nature of our custom products, they are exempt from our returns policy and are non-refundable. This does not affect your statutory rights, if your product arrives damaged, please contact a member of our customer service team
How do I place an order?
It's nice and simple (so we hope); add all the lovely products you want to your virtual basket, click on the basket icon to see a summary of the items you've chosen, then you can click the “Checkout” button, fill in the details, payment method and we’ll take care of everything else.
If you're a new customer, you can either register with us (it's super easy and takes roughly 15 seconds), or you can continue as a guest. If you're already registered with us, just login in to your account to proceed.
Will my payment be secure?
Our website is fully PCI compliant, this means we do not store any payment information and all the channels we use to process payment are completely secure.
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
How much will shipping cost?
UK:
|
|
|
|
|---|---|---|---|
| Standard | 3-5* | 85p-£1.85 | £2.95 |
| Express | 1-3* | 95p-£1.95 | £3.95 |
| Next Day | 1* | £7.95 | |
| Free £50+ | 3-5* | Free | |
If you have ordered a mixture of personalised product and standard product; these will be delivered to a single address, however you will be charged for additional delivery fees. Our personalised products ship from a separate warehouse and are made to order; they are therefore treated as a separate shipment; you can regularly check what you will be charged for shipping by checking the charges at checkout as you shop.
For details regarding shipping times, service choices, next day terms, please refer to: When will I receive my order?
International: We ship worldwide and our shipping costs are calculated based on the weight of your order, so naturally, our rate cards are vast and not easy to summarise in a pretty table like the handful of services and rates available for domestic shipping in the UK. That, however, doesn't help you in answering "What will my order cost to ship?", so let's see if we can do anything to help!
The best and easiest way to see exactly what you'll be charged:
-
Create an Account / Login (by having an account with us, your shipping address will auto add to your checkout, so you can save a few minutes inputting your address on each order you make with us.
-
Add your first item to your order, and head to checkout.
-
By reaching checkout, you don't need to complete your order; you can just use this area to see your shipping charges as items are added to your order.
-
If your address hasn't auto-populated, please enter your address.
-
Once your address is confirmed, shipping options for your order will be available to see via the "Shipping Method" dropdown.
-
At this point, if you're happy with your order and the shipping charge you can checkout. If you're not quite finished with your order, you can keep adding items, and referring back to the checkout page to see the shipping charges as you shop.
-
Shipping charges are based on the weight of your order and are broken into weight windows. When you add an item to your basket, this will change the weight of your order, and therefore your shipping options and charges will change dynamically.
I’ve forgotten my password, can you reset it?
I have an Ohh Deer discount, where do I enter the code?
To enter a discount code, finish adding all the items you want to order to your basket, and head to checkout. Once at checkout, you can enter your discount code or gift card, and after clicking the “Apply” button, your discount / gift card will apply to your order.
How will my order be shipped?
We use several forms of packaging when dispatching orders, we always pack with care and aim to use just enough material to ensure your order arrives safely, without being overly wasteful. We will always aim to ship orders in a single package, this does however differ in the below scenarios:
-
If you have ordered a personalised product, along with non-personalised product, your orders will ship separately as they are fulfilled from different warehouses.
-
If you have only ordered personalised products, but have ordered more than 1 type; i.e. A personalised card, and a personalised notebook. The production times are different on these items, and therefore, delivery occurs separately.
-
Your order is very large, on occasions where your order exceeds a single box, your order would be sent in multiple shipments.
What is the processing time for personalised products?
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards:
The production time for personalised cards is 1-2 working days, please refer to our shipping FAQ's for delivery information.
Personalised Notebooks:
The production time for personalised cards is 2-5 working days, please refer to our shipping FAQ's for delivery information.
What is the processing time for orders?
When it comes to "Where is my order?", we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you’d likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales).
Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement.
Our average fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually the next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
How do I register for the Newsletter?
Want the exclusive deals, discount codes and on occasion some humorous content drop into your inbox, you’ve come to the right place.
You can join our newsletter by:
- The newsletter popup on site.
- Navigating to the bottom of almost all of our pages, you’ll find a super easy sign up form.
- At basket
How to unsubscribe:
If you’ve signed up to our newsletter, we try to target our emails based on your orders with us, so that we can provide you with offers, deals and inspiration that best match the way you order with us. Everyone’s different when it comes to how many emails they like to receive; we never want our customers to miss out on the best deals we have, so we’ll always be sure to communicate them, however, if it ever becomes too much; you can always find the “Unsubscribe” option on our newsletters.
What payment options do I have at checkout?
We accept most major debit and credit cards including Visa, MasterCard, AMEX and Paypal. We also support the use of Apple Pay and Google Pay, and have pay in instalment options available via Clearpay, which you can read more about here.
Can I use more than one discount at a time?
Our checkout can only handle a single discount code at a time; if you’ve managed to come across more than one discount live at a time, be sure to try each one and choose to progress with the one that works best for you!
When will I receive my order?
Working Days
You'll see 'working days' mentioned a lot in the below, so firstly let's clear up how they're being defined. Working days are defined as Monday - Friday, excluding bank holidays. In the case of delivery times, our couriers may have different working days to us, Royal Mail for example work Saturday's, so this can be included as a working day when it comes to calculating expected delivery dates on the respective services.
Processing time
When it comes to “Where is my order?”, we believe honesty is the best policy, and that usually starts with processing time. The Ohh Deer team is smaller than you'd likely think, and therefore it does take us a little while on occasion to keep up with orders placed (especially during sales). Therefore we advise that orders are picked, packed and dispatched within 6 working days of order placement. Our average however, fulfilment time is between 1-3 days, and when 'Next Day' is selected, we prioritise those orders accordingly, so that next day is actually next day (so long as you place your order before 14:00 Mon-Fri).
You will receive an email once your order has been dispatched which will include all of your order details and delivery information, including tracking where applicable.
Free Delivery (UK Only)
We offer free UK delivery on orders over £50*. Free delivery orders are dispatched via Royal Mail 2nd Class as standard, however larger/heavier orders may be dispatched on a next day service due to weight limitations with Royal Mail. Our threshold for free shipping can differ depending on the 'tier' of your account with us (to find out more information regarding account tiers, please refer to our 'My Account' FAQ).
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
*Exclusions to this service do apply, including, but not limited to, personalised products, sale periods and some promotional offers.
Standard Delivery (UK)
Our standard delivery method is Royal Mail 2nd Class, however, similarly to Free Delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead.
Delivery Time: 3 to 5 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-11 working days (including p&p time)
Express Delivery (UK)
Our express delivery method is Royal Mail 1st Class, and again, similarly to Free & Standard delivery; orders that exceed weight/size limitations imposed by Royal Mail will be dispatched via a FedEx service instead. Our 'Express Delivery' option is prioritised by our warehouse, but not to the same extent as 'Next Day' orders; orders on this service may therefore see processing times of up to 6 working days, so if an order is urgent, we'd advise selecting our 'Next Day' service at checkout.
(Only orders placed on a 'Next Day' are processed in 1 working day, so if your order is large/weighty and ends up on a Next day service, this does not impact the prioritisation of processing time).
Delivery Time: 1 to 3 working days (1-3 when sent on a FedEx service)
Expected Delivery Window: 2-9 working days (including p&p time)
Next Day Delivery (UK)
'Next Day' orders must be placed before 14:00 GMT Monday - Friday to guarantee same day dispatch. Orders placed after this time will be processed on the next working day, if for example your order is placed at 15:00 on a Friday, your order will not be processed until the following Monday.
We can not guarantee Saturday delivery, therefore, orders placed on Friday will include an estimated delivery of Monday.
Delivery Time: 1 to 3 working days
Expected Delivery Window: 1-3 working days (including p&p time)
Personalised Product Delivery (UK)
Personalised products are shipped from a separate warehouse to Ohh Deer products. Our processing time is therefore non-applicable for personalised product. Instead please apply the production times indicated below when considering delivery estimates.
Personalised Cards: The production time for personalised cards is 1-2 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
Personalised Notebooks: The production time for personalised cards is 2-5 working days, please refer to the above answers regarding Standard & Express delivery options for shipping times.
International Delivery Queries
Please take a look at our international delivery FAQ for any queries regarding non-UK orders.
How does 3 for 2 work / how do I get it?
We've made it really nice and easy.
Step 1: Create an account here (remember to activate the account using the activation link we send to your email address)
Step 2: Add at least 3 cards to your basket (these can be a mixture of personalised cards and non-personalised cards, you choose!)
Step 3: That’s it! Your order will automatically make 1 in every 3 cards free*; 3 for 2 work’s for every 3 cards too, so 6 cards = 2 free, 9 cards = 3 free, and so on.
*3 for 2 applies to full price greeting cards only.
How do gift cards work?
Our gift cards are delivered by email. The email will contain both a unique code and instructions on how to redeem the value on ohhdeer.com only.
These are not physical gift cards and you will not receive anything in the post. All gift cards are valid for a 12 month period from the date of purchase. You therefore must ensure the card is used before the card expires.
How can I make a complaint?
If you need to get in touch for any reason, our friendly customer experience team are here to help and resolve your query. You can reach them directly by emailing help@ohhdeer.com.
If you would like to make a complaint, you may wish to include 'Complaint' in the email subject line. Please provide as much information as possible in your original email, for example, your order number and email address, so our team can help you straight away.
The team will get back to you as soon as possible. Please note that during busy times, this may take a little longer, but all emails sent will receive a response.
What is the deadline for same day despatch of personalised orders?
Personalised Cards: Can be ordered up until 2pm (Weekdays only) for same day despatch.
Personalised Notebooks: Due to the production time required for notebooks, we do not offer same day despatch.
Can I make changes to my order?
Adding items: We are unable to add items to an order once it has been placed, but if you make a new order within one hour and then contact us at help@ohhdeer.com, we'll do our best to look into reducing the shipping cost and combining these orders for you. Please ensure you include order numbers within your email to assist the customer service team with taking prompt action.
Removing items: If you've made a mistake on your order, the sooner you reach out to us the better; once your order has started to be processed it will be too late to make changes. When getting in touch be sure to include your order number so we can act quickly to try and prevent unwanted items being shipped.
My discount code hasn’t worked how I expected
We don’t like hidden terms, but be sure to check if there are any stipulations for the discount code you’re trying to redeem, we’ll always be as clear as possible on any restrictions that apply to discounts given out. For example, on some occasions, our discount codes will only apply to full price items, or, they could be for a maximum number of products / redemptions.
If you can’t find these details and are still struggling, please reach out to our team and we’ll be happy to help.
What does “Send to Me” & “Send to Them” mean?
If you've seen this option on our website, you're looking at a personalised card. The purpose of “Send to Me” / “Send to Them” is to provide the option of sending an order direct to your recipient versus yourself. Our personalised products are made to order in a different warehouse to Ohh Deer's products, so these are naturally sent from another address.
Send to Me: With the selection of “Send to Me”, your personalised card will be printed and sent to you with an additional envelope, allowing you to open the exterior envelope and write on the additional envelope, like you would a standard greeting card.
Send to Them: With this option, the card is sent directly to your recipient, so there is no need for an additional envelope and it is therefore left out.
Multiple Addresses: If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
My transaction has declined, can you help?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card for any reason refuses to authorise payment, then you will be notified of this immediately at checkout.
A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure the 'Billing Address' section is the same address as printed on your respective bank statement. For full details of why the payment was declined, please contact your card issuer.
International Delivery Information
We ship worldwide and delivery services and transit times differ per destination. We utilise a variety of couriers for our international deliveries and, where possible, opt for final mile carriers with the highest service level in each country. To find out what services are available to your destination, along with estimated delivery times, please see below.
Standard Delivery:
Our international standard delivery service has limited tracking. The level of tracking available is dictated by the final mile carrier of each country. As such, we class this as an untracked service. As a rule, you will see that the order has been collected, and for some destinations there is a second scan to show the parcel has been delivered, or a delivery attempt has been made.
Tracked Delivery:
This is a tracked version of standard delivery and is only available to the USA and China. The transit times are equal but you will be able to track the status of your order from start to finish.
Premium Delivery:
This is a tracked service and typically provides quicker shipping times. The speed of delivery is often dictated by the final mile carrier in your country.
Express Delivery:
This is our quickest and best tracked service type with end-to-end tracking visibility. Transit times on this service can be as fast as one working day.
Why do I not see all these options at checkout?
Shipping services have weight and dimension restrictions that can be based on destination and service type. This means standard, tracked and premium services to certain locations are not displayed at checkout if the item(s) purchased are over the thresholds of each service type.
Do I need to pay customs fees?
From the 17th of January 2022 all orders with a value below €150 will be shipped into the EU with the duties and taxes paid in advance by Ohh Deer. All you will pay is the value of the order, which is the item(s) plus the shipping charge. If the value of the order is over €150 please contact help@ohhdeer.com for further information. Orders to the rest of the world are shipped with the duties and taxes paid in advance by Ohh Deer.
Are there any exemptions on customs fees being paid by Ohh Deer?
There are 3 countries that we're unable to pre-pay all charges to either because a duty paid option is not currently available or the country levies an additional fee on all domestic imports to that destination. The countries in question are: Norway, Switzerland and Israel.
Shipping by country:
The shipping information below is based on the average transit times provided by our courier partners.
We cannot guarantee orders will be delivered within this time frame. Please allow up to 30 days before contacting us if you choose Standard or Tracked delivery. Please allow up to 14 days before contacting us if you choose Premium or Express delivery at checkout.
*We cannot guarantee delivery to PO BOX addresses. Therefore, where possible, please use a physical delivery address.
{delivery-table}
How do I cancel my order?
If you should change your mind after an order has been placed, drop us an email including as much detail as possible, including the order number. We’ll do everything we can to stop your order before it ships, if it’s too late, please don’t be upset with us; worst case scenario, upon receipt of the order if you still wish to cancel you can return items accordingly for a refund.
* Return postage is to be covered by the customer
How does currency conversion work on your website?
All orders placed on our website are charged in British Pounds (GBP).
It is the customers responsibility to accurately check the conversion rates and fees that could apply on checkout, this will depend on your local currency and / or your method of payment.
Can I make changes to a personalised product after ordering?
Our personalised items are printed on demand in the exact way you've created them, so it's important to check you’ve got everything correct before placing your order.
Can I send my order to multiple addresses?
If you're placing an order and would like items to go to separate addresses, sadly it's not possible within a 'single' order. Your order can only be sent to 1 address, so whether you're placing an order for multiple personalised products, or mixing personalised product with non-personalised product, the address used at checkout will be the final destination for everything ordered.
If you want orders to be sent to multiple addresses, you will need to create separate orders for each postal address you want your orders sent to.
My item(s) / order is damaged, what do I do?
If your order has arrived damaged or with items missing, please let our team know straight away. Please include as much detail as possible, including your order number and images where possible; this will allow the team to help you promptly.
How do I achieve the best image quality outcome when personalising a card?
When creating a personalised card with 1 or more images, the best practice is to upload files that are 2MB or 300 dpi.
You will receive a warning upon upload if the image quality is deemed too low, it is not possible to increase the quality of a poor image during card customisation, so it’s best to try another image, or take a new one should you want optimised results.
I’ve entered the wrong shipping address, what do I do?
Moved address recently, or simply made a mistake? The earlier you get in touch with our team, the more likely we'll be able to assist you before your order gets sent somewhere it shouldn't.
If you've received an email confirmation of dispatch, sadly, it's going to be too late for us to alter your delivery address & regrettably, we can't be responsible for the non-delivery of orders where delivery details have been incorrectly entered.
Therefore, please get in touch with us as soon as you can should you have entered the wrong address for your order.
How do I return an item or my order?
If you are not happy with your purchase, you can return it to us within 30 days of receipt.
- Items must be returned in their original packaging in an unused condition.
- We do not provide pre-paid return labels for any returns.
- Postage to return is covered by the customer
We are unable to accept returns or provide a refund for personalised goods unless the product is faulty.
TO MAKE YOUR RETURN:
- Package your return, if possible in the original box/envelope.
- Return the item(s) to our warehouse (address detailed below).
- Include a note detailing your full name, order number and items being returned.
- Post your return via method of your choice
- Obtain a proof of postage receipt when returning an item, as you will be required to email this to the team as soon as this has been posted. Please include your order number with the email and attach an image of the receipt.
- Send proof of postage to help@ohhdeer.com.
OUR RETURN ADDRESS:
Ohh Deer Returns
Unit 6 Hawker Business Park
Melton Road
Burton on the Wolds
LE12 5TQ
Always obtain a proof of postage receipt when returning an item, as you will be required to provide this if your parcel is not received for any reason.
When returning your purchase, please allow 14 days from the day the order is posted for your refund to be processed. We will email you to let you know when your refund has been processed. Refunds normally take around 3-5 working days to be credited back to the account originally debited.
I'm having trouble customising a product
Our personalised products guide you through the creation process, and you’ll be shown a preview before you add the finished product to your basket. Make sure to customise all the areas available until you’re happy with the preview you’re shown, before adding this to your basket.
If you experience technical difficulties when creating your personalised product, please let us know before completing your order and we’ll do our best to fix the issue.
Changes are not possible: Personalised product is made to order, there is a very short window after an order is placed where we can make changes or cancel your order before it hits production, so if a mistake is made, please get in touch with us immediately so that we can do what we can to prevent disappointment.
Where is my order?
You've placed your order, and you're desperately excited for it to arrive, however you've been left wanting as days have passed and there's no sign of delivery on the horizon; we get it, let's see what we can do to help.
If you're not sure what delivery method you selected; you can quickly check your confirmation email as it will contain all the information you need to know. If you can't find this email, have a check in your promotions, spam, junk; just in case it's found its way in there.
Have you received an order dispatch confirmation email? If you can't find this for your order, again, give your promotions, spam and junk folders a check, and if this is still missing; your order is still being processed, you can find more information on our processing time in the FAQ: When will I receive my order?
If your order seems to be lost or has missed its delivery date, please get in touch with our friendly team.
What happens if I’m not in to receive my delivery?
A lot of our products are letterbox friendly, but it depends what you've ordered, or how much you've ordered. On occasions where your order does not fit through a letterbox, almost all carriers have 'failed delivery' protocols, for which the vast majority will attempt to leave your order with a neighbour, or in a 'safe place'; and failing all options, they will attempt redelivery on a following working day. Failed delivery cards will be left on all occasions alerting you to the failed delivery and the action taken.
If you're concerned about when your delivery will be made; for 'Next Day' services, you can use the tracking in your dispatch confirmation to re-arrange delivery or select a safe place for it to be left.
Failing all of the above; your order will normally travel back to the nearest depot for collection within 5 working days, you'll usually need a form of identification to pick it up.
My personalised item arrived damaged or incorrect?
Quality control is incredibly important to us, however, mistakes can happen. If your personalised product is damaged, different to the preview or has been incorrectly made; reach out to our team and we will work on helping you with a refund or a replacement.
Sadly, we can not refund or replace personalised products where a mistake was made during the ordering process, so please ensure you’ve checked your personalised product thoroughly before placing your order.
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
Can't find the answer you're looking for?
We're sorry our FAQs haven't answered your query. You can get in touch with our customer experience team via Email, our contact form, or our phone line, which is available 10am to 2pm Monday - Friday.
you're looking for?
Select your country to see delivery time estimates
JOIN OVER 180,000
To be the first to hear about new products, exclusive deals and early access to sales!
FOLLOW US ON INSTAGRAM
For your daily dose of card and gift inspiration. You never know what you'll find!
- Choosing a selection results in a full page refresh.
- Opens in a new window.