How do I edit the address details of an order I have already placed?
You cannot edit the address details of an order when it has been placed and confirmed.
If you realise that an error has been made on the address form after completing your order, we recommend contacting the Seller to inform them as quickly as possible.
If the order has been marked as posted, it means that the parcel has already been dispatched, and you would need to either retrieve it from the delivery address provided on the order or re-purchase your order.
Please note that it is the customer's responsibility to ensure all address information is correct at the point of order - we are happy to do what we can to make amendments after the order has been confirmed, but it is not guaranteed.
How do I contact a seller?
You can contact a Seller by visiting their Cheerfully Given shop front and clicking the "Contact" button underneath their picture.
If you have placed an order with a Seller, you can find their email address on your order confirmation email.
How long should my order take to arrive?
Each of our Sellers sets their own shipping times based on their creative process and the items you have ordered - for example, a greetings card will typically have a shorter delivery time than a personalised piece of jewellery.
Many of the items sold on Cheerfully Given are made to order.
There are two time elements involved in your order:
- Processing time: The product page will tell you how long it takes for an item to be processed and prepared for dispatch. This will be longer for personalised and hand-crafted items in particular, but sometimes sellers may have a longer processing time due to working reduced hours.
- Delivery time: Once the Seller has processed your order, they will dispatch it via the delivery method communicated at checkout. Most of our sellers use Royal Mail services which usually arrive within 1-2 days.
Your total order time is the item's processing time plus the delivery time for your chosen shipping method.
How do I find out the status of an order?
If you have a Cheerfully Given account, then you will receive a shipping notification when your order is dispatched. You can also check your order's status on the Cheerfully Given website by following the steps below:
- Make sure you're logged in.
- Select the green person icon at the top of the website.
- Click on "Orders"
- Check the order number you are waiting for to see its status: if it's marked as "Posted" then it's winging its way to you.
Please note that sometimes there can be a short administrative delay and a Seller may not have marked your order as "Posted" even though it's been dispatched. You may see things in your "Orders" section where the status is not "Posted" but you have already received the order.
If you have any concerns, the Sellers should be able to provide proof of postage.
If you don't have a Cheerfully Given account, then you will receive a shipping notification via email when your order is dispatched, but you will not be able to check the status of your order via the website.
If you don't have an account and you would like an update, then you can contact the Seller to find out where your order is.
Where is my order?
If you're wondering where your order is, and it has been at least 3 business days since you placed your order (to allow for processing & delivery time as outlined above), you can contact the Seller via the "Contact" link on their shop front or via the email address in your order confirmation email.
You will need to provide your order number so they can provide you with a timely response.
If you have not had a response from the Seller, you can contact us directly and we are happy to assist, although please note that we don't have any tracking information about parcels that have been dispatched.
My order arrived and it's faulty or damaged - what do I do?
Our sellers work hard to make sure items are well-packaged and arrive in perfect condition. Occasionally, items can get damaged in transit.
In the rare event that your product is damaged or faulty, please contact the Seller and provide pictures of the damage so that they can make a claim with the courier.
The Seller will then be in touch with details of how to proceed, but this will include a replacement or a refund depending on your preference.
I have a different query about my order.
If you have a different query about your order, you can contact the Seller to ask them your question. You can contact the Seller via the "Contact" link on their shop front or via the email address in your order confirmation email.
You will need to provide your order number so they can provide you with a timely response.
I haven’t heard back from a Seller, what should I do?
If you have tried to contact a Seller and have not received a response, you can contact us and we will look into it further for you.