Ordering FAQ

Personalisation and proofs

How do I provide personalisation details?

Follow the instructions on your product listing and double-check names and spellings before ordering.

Can I change a name or correct an error after ordering?

Email hello@barneyandme.co.uk as soon as possible with your order number and the correct details. We will confirm whether an amendment is possible.

Will I receive a proof?

Check your product listing for proof arrangements. If you need a proof or want to request a design change, contact us before ordering so we can confirm what is possible.

Is my chosen colour guaranteed?

Our leavers listings state that colours are subject to stock availability. If your chosen colour is unavailable from the stockist, we will contact you to ask whether you would prefer to wait for the colour and size to come back into stock or choose another colour.

Production and dispatch

How long do personalised orders take?

Custom and personalised orders can take up to three weeks to process and dispatch.

How long do ready-to-go orders take?

Ready-to-go orders are usually processed and dispatched in one to three business days, but in some cases this can take up to one week.

Do leavers orders have different closing dates?

Check your individual leavers listing for its closing date and any specific production or delivery arrangements.

Does dispatch mean my order has arrived?

No. Dispatch is when your order is sent, not when it arrives. See our Shipping policy for processing information.

Can my order be delivered to school?

School delivery arrangements depend on the listing. Follow the delivery information on your chosen leavers product and contact us before ordering if anything is unclear.

Returns and order issues

Can I return an item?

See our Refund policy for return conditions and instructions. Our policy states that personalised items are non-refundable unless faulty. Email hello@barneyandme.co.uk to request a return before sending an item back.

What if my order is damaged, faulty or incorrect?

Please inspect your order on arrival and contact us immediately if it is defective, damaged or the wrong item, so we can evaluate the issue and make it right. Include your order details and a description of the problem.

Can I cancel my order?

Email hello@barneyandme.co.uk as soon as possible with your order number so we can confirm the options for your order.

Still have a question?

Email hello@barneyandme.co.uk with your question and order number, if relevant.