Where is my order | CWhere is my order | Cheerfully Given FAQsheerfully Given

How do I contact a seller?

Each product has a link to the seller’s page. Click on their shop name to be taken to their shop front.

If you scroll to the bottom of their shop description, underneath or beside the teal ‘shop all [shop name]’, there is a button saying ‘contact [shop name]’. This will open your own email server to contact the seller.

Question about specific products | Cheerfully Given
How to find a seller with specific products | Cheerfully Given

I want to place an order - is your website secure?

Cheerfully Given ensures we offer all our customers the highest level of security when using our website.

All our payments are processed securely via Stripe, an industry certified secure and encrypted payment gateway, used by Amazon and John Lewis, among others, and payments automatically go through a verification process with the customer’s bank. Stripe supports our high levels of fraud screening, providing extra security to give you peace of mind when shopping on Cheerfully Given.

We also have appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way. You can find more information on this in our Privacy Policy.

I’m having problems with my password, what should I do?

Begin by resetting your password.

Step 1: Logout (click the teal ‘my account’ button at the top right of your screen)

Step 2: Click ‘log in’ (in the same place).

Step 3: Scroll to the bottom and just above ‘continue’, click on the black text ‘forgot your password’. Follow the instructions and reset your password.

If you still have problems logging in, please contact customer support at hello@cheerfullygiven.com


How to reset password | Cheerfully Given FAQs

My order hasn’t arrived yet, who should I contact?

Please contact the seller through their shop. You will need to provide your order number and details which can be found in your account under ‘my orders’.

How do I edit the address details of an order I have already placed?

You can’t edit address details on the website. If your order has not been marked as posted, we recommend contacting the seller directly to rearrange delivery as soon as possible.

If your parcel has already been dispatched and is lost, you will need to place a new order at your own expense.

Who do I contact to find out where my order is?

Please contact the seller (by clicking on their shop name underneath the product title and then scrolling down to 'contact seller'). They will have tracking information regarding your order and will be able to help.

Why does my payment need to be verified when paying via credit or debit card?

Most banks, payment servers, and card providers include this security feature to protect against online fraud. If you have not previously registered your card for this security check, you will be prompted to do so and your bank or card provider will guide you through it.

For further questions regarding either Mastercard Securecode or Verified by Visa, please get in touch with your bank or card issuer.

How do I find out the progress of an order?

On the top right of your screen (in the teal bar), you will see ‘my account’. Click on it (and log in if you aren't already) to access ‘my orders’, which will show whether an order has been posted or is still pending (‘new’).

How To Find an Order | Cheerfully Given FAQs
How To Find an Order | FAQs Cheerfully Given

How long should my order take to arrive?

As a marketplace, each seller has their own times and shipping; therefore, the best way to check how long it will take is on the product page (bearing in mind this is dispatch time, you then need to allow delivery time as well) or on the postage page of the checkout.

Please remember that many sellers create products to order.

Finding out about delivery times | Cheerfully Given FAQs
Finding out about delivery times | FAQs Cheerfully Given

I haven’t heard back from a seller, what should I do?

If you have waited 2 working days and have not received an answer from the seller, please email our customer services at hello@cheerfullygiven.com.

How do I arrange a return?

Obviously we want you to love your product as much as we do. If, however, you need to return a product, you should contact the seller to arrange a return.

Please bear in mind that you will have to bear the direct cost of returning the product and we do not accept returns for personalised items. All items should also be returned in new condition.

How can I get a refund for an order?

If an item is personalised or specifically made to order, we cannot accept returns or issue refunds, unless it is faulty.

If the item is as new, you will need to contact the seller directly and they will arrange the refund for you. You will need to bear the direct cost of returning the product.

My order arrived faulty - what do I do?

Our sellers work hard to make sure items are well-packaged and arrive looking as good as they did when posted. In the rare occasion that your product is damaged, please contact the seller directly.

Please include as many details as you can, including pictures if possible, and keep a hold of damaged packaging. The seller will then be in touch to let you know how to proceed.

If your question is not answered in any of the sections above, please contact Customer Services at hello@cheerfullygiven.com and we'll be happy to help you or try one of these pages:

FAQs: Products

FAQs: More about Cheerfully Given

FAQs: Becoming a seller

FAQs: Christmas