Help centre
Support
Quick answers to common questions. If you can't find what you need, contact our team and we'll help.
How does personalisation work?
On each product page, the Personalisation Studio lets you add a name, date, coordinates, a short phrase or a photo, and choose a lettering style. You'll see a live preview, and we confirm the final artwork with you before making anything.
Do you turn my photo into the exact printed image?
No. Photo-based keepsakes are created as an original illustrated interpretation of your photo — never an exact reproduction. You confirm you have the right to use any image you upload.
How long does an order take?
Each keepsake is made to order, typically in a few working days depending on the item, plus delivery. The make time is shown on every product page.
Can I return a personalised item?
Personalised items are made just for you, so they can only be returned if they arrive damaged or we make an error. Non-personalised items can be returned within 30 days (60 for members). See our returns policy.
Do you ship worldwide?
Yes — we ship to many countries. Cross-border duties or import taxes may be charged on delivery and are the recipient's responsibility.
What currency are prices in?
All prices are in US dollars (USD) and you're charged in USD at checkout.
Track or change an order
Email us your order reference and we'll help.
Shipping & delivery
Make times, carriers and worldwide delivery.
Returns & refunds
What can be returned, and how refunds work.
Prefer to talk? Email support@reeidunderheat.shop or call +44 7298077541, Monday–Friday 9am–5pm UK time.