Complaints Policy

Date of last update: 8th June 2026

1. About this policy

We always want our customers to be happy with the gifts they order from us.

We put care into every personalised item we make, but we also understand that sometimes something may go wrong. If that happens, we would much rather you tell us so we can look into it properly and try to put things right.

This Complaints Policy explains how to contact us if you are unhappy with an order, delivery, product, service, website issue, privacy matter, or anything else connected with our business.

This policy applies to websites operated by Syxth Limited trading as Nicely Personalised, including:

  • nicelypersonalised.com
  • giftsforhim.uk
  • familygifts.uk
  • giftsforher.uk
  • nicelypersonalised.uk
  • valentinesdaygifts.uk

    • It also applies to any other gift websites we operate from time to time, unless a different complaints policy is clearly shown on that website.

    This policy does not affect your statutory rights.

    2. Who we are

    The websites are owned and operated by Syxth Limited trading as Nicely Personalised.

    We are registered in England and Wales under company number 09221533.

    Our registered office and principal place of business is:

    The Gables

    Marston Lane

    Frome

    Somerset

    BA11 4DS

    United Kingdom

    You can contact us by email at:

    support@nicelypersonalised.com

    We are not currently VAT registered and do not charge VAT on our products.

    3. Please contact us first

    If you have a problem, please contact us first so we can try to help.

    Email:

    support@nicelypersonalised.com

    Please include as much useful information as possible, such as:

  • your order number;
  • your name;
  • the email address used for the order;
  • the delivery postcode;
  • a clear explanation of the issue;
  • photographs, screenshots or files where helpful;
  • what you would like us to do to resolve the issue.

    • The more information you provide, the easier it is for us to look into the matter properly.

    4. Complaints about personalised products

    If your complaint relates to a personalised or made-to-order product, please include photographs of the item and details of the issue.

    This may include problems such as:

  • incorrect engraving or personalisation;
  • damage;
  • poor finish;
  • missing parts;
  • the wrong product being sent;
  • the item not matching the description;
  • a layout or preview concern.

    • Please remember that many of our products are made from natural or specialist materials. Wood grain, engraving tone, brushed metal finish, colour, texture and small handmade differences can vary from item to item. These natural variations are not normally treated as faults.

    If the issue is our fault, we will put it right in line with your legal rights and our policies.

    5. Complaints about customer input errors

    Please check all personalisation details carefully before placing an order.

    We usually make personalised items using the details exactly as supplied by you.

    If an item has been made correctly but the information supplied by you was wrong, this is not normally treated as our error.

    This may include mistakes with:

  • names;
  • spellings;
  • dates;
  • punctuation;
  • capital letters;
  • message wording;
  • product choices;
  • delivery address details.

    • That said, please still contact us. We are a small family business and will always try to help where we reasonably can. In some cases, we may be able to offer a discounted remake or another practical solution.

    6. Complaints about delivery

    If your complaint relates to delivery, please include:

  • your order number;
  • the delivery postcode;
  • any tracking information;
  • photographs of damaged packaging, where relevant;
  • details of any delivery message, card or tracking update you received.

    • Delivery issues may include:

  • delayed parcels;
  • missing parcels;
  • damaged parcels;
  • failed delivery attempts;
  • incorrect delivery updates;
  • parcels returned to us.

    • Some delivery issues are outside our direct control, but we will still try to help and work with the delivery provider where appropriate.

    Our usual delivery approach is explained in our Delivery Policy.

    7. Complaints about faulty, damaged or incorrect items

    If your item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

    Please include clear photographs of:

  • the item;
  • the issue or fault;
  • the packaging, if the item arrived damaged;
  • the delivery label, where helpful.

    • If the problem is our fault, we will look for a fair solution. This may include a replacement, repair, partial refund, full refund, or another suitable remedy.

    Our usual approach is explained in our Returns and Refunds Policy.

    8. Complaints about the 90 Day Love It Guarantee

    If your complaint relates to our 90 Day Love It Guarantee, please contact us within 90 days of dispatch.

    Please include your order number and a short explanation of why you are unhappy with the item.

    The guarantee is offered in addition to your statutory rights. It is designed to give you extra confidence when ordering from us.

    The full details are explained in our 90 Day Love It Guarantee page.

    9. Complaints about website problems

    If your complaint relates to a website problem, please tell us:

  • which website you were using;
  • what device and browser you were using;
  • what you were trying to do;
  • what went wrong;
  • whether you saw an error message;
  • whether the issue happened during checkout;
  • any screenshots that may help.

    • This helps us investigate the issue more quickly.

    10. Complaints about privacy or personal data

    If your complaint relates to privacy, cookies, marketing emails, personal data, or your data protection rights, please email:

    support@nicelypersonalised.com

    Please mark the message clearly as a privacy or data protection issue.

    We will handle privacy-related complaints in line with our Privacy Policy and applicable data protection law.

    You also have the right to complain to the UK data protection regulator, the Information Commissioner’s Office.

    You can contact the ICO through its website:

    ico.org.uk

    11. How we deal with complaints

    When we receive a complaint, we will try to:

  • acknowledge your message;
  • understand what has happened;
  • ask for more information if needed;
  • review any order details, photographs, messages or tracking information;
  • explain our view clearly;
  • offer a fair solution where appropriate.

    • We aim to deal with complaints in a calm, practical and reasonable way.

    12. How long it may take

    We try to respond to customer complaints as soon as reasonably possible.

    Some issues can be dealt with quickly. Others may take longer, especially if we need to:

  • check production records;
  • review photographs;
  • speak to a delivery provider;
  • investigate a payment issue;
  • inspect a returned item;
  • look into a technical website issue.

    • If we need more time, we will try to keep you updated.

    13. What we may offer

    Depending on the issue, we may offer:

  • an explanation;
  • an apology;
  • a replacement;
  • a repair, where appropriate;
  • a partial refund;
  • a full refund;
  • a discounted remake;
  • help with a delivery issue;
  • another fair and practical solution.

    • The right solution will depend on the circumstances and your legal rights.

    14. When we may not uphold a complaint

    We may not uphold a complaint where, for example:

  • the item was made correctly using the details supplied by you;
  • the issue is caused by a customer spelling, date, wording or address error;
  • the product shows normal natural variation rather than a fault;
  • the item has been misused, damaged after delivery, altered or handled unreasonably;
  • the complaint relates to something outside our reasonable control;
  • the claim is dishonest, abusive, threatening or unreasonable.

    • Even where we do not uphold a complaint, we will try to explain our decision clearly.

    15. Abusive or unreasonable behaviour

    We will always try to deal with customers politely and fairly, and we ask that customers do the same with us.

    We may limit or stop communication if messages become abusive, threatening, discriminatory, harassing, offensive, dishonest, or unreasonably repetitive.

    This does not affect your statutory rights.

    16. If you remain unhappy

    If you remain unhappy after we have responded, please let us know why.

    We may review the matter again, especially if you provide new information or evidence.

    If the complaint relates to consumer rights, you may wish to seek independent advice. In the UK, this may include contacting Citizens Advice or your local Trading Standards service.

    If the complaint relates to personal data, you may contact the Information Commissioner’s Office.

    17. Related policies

    Depending on the issue, you may also wish to read:

  • Terms and Conditions of Sale
  • Returns and Refunds Policy
  • Delivery Policy
  • 90 Day Love It Guarantee
  • Privacy Policy
  • Cookie Policy
  • Website Terms of Use
  • Accessibility Statement

These documents explain our usual approach in more detail.

18. Contact us

If you would like to make a complaint, please contact:

Syxth Limited trading as Nicely Personalised

The Gables

Marston Lane

Frome

Somerset

BA11 4DS

United Kingdom

Email:

support@nicelypersonalised.com

Company number:

09221533

We are not currently VAT registered and do not charge VAT on our products.