Cards and Gifts - Arrive Separately

Our cards and gifts are processed independently of each other, from separate warehouse locations, so will be dispatched separately.  This is to improve speed and to minimise your delivery costs as best we can.  Please visit our delivery pages to learn about their respective cut off times, and options and please allow the full delivery timescales to pass before contacting us. 

If you chose a tracked service, (including gifts) your tracking number can usually be found in your Dispatch Email, or Order History (only once your order has been dispatched).  Gift orders require a signature and depending on your chosen delivery method, will either go via Hermes or Royal Mail. 

If you placed your Order less than 3 days ago:

It is likely your order is still on it's way, if you chose standard 1st Class UK Delivery.  This is because this delivery method can take up to 3 working days to arrive following the date of dispatch.  

Please wait until the fourth working day before reporting your item as late or missing as we will be unable to help prior to this. In the case of late, or missing Orders, we will always do our best to help, either with a resend or credit note (not both). We can only resend items to the same delivery address and using the same delivery method that was chosen at the time of your original order, amends and upgrades will not be possible. 

At busy times such as Christmas, Valentine's or over Bank Holiday Weekends, or at times of adverse weather conditions, Royal Mail and our other courier partners can require additional time to deliver your items. We ask for your patience at these times and allow sufficient time for your order to arrive in the run up to and over these periods.

If your order is urgent, or needed for a certain date, we recommend you opt for our UK Next Working Day or Guaranteed Saturday UK Delivery services so that you can track your item and better safeguard the exact delivery time. Your Order Dispatch email will show the Tracking number, if you chose a tracked service. 

Check the Dispatch Date:

Please note the Dispatch Date is the date your order will be printed (if a card) and posted. Or if it is a gift, it is the date it is collected from us to go out on delivery.  It is not the date your order will reach its destination.

Standard orders placed before 4pm Monday to Friday (excluding Bank Holidays) will usually be dispatched on the same day*.

If you ordered before 4pm and chose 1st Class UK Delivery, your order will enter the post that weekday afternoon, and could take 1-3 working days following the date of dispatch to arrive. While Royal Mail pledge that 93% arrive the next working day, this is not a guaranteed or tracked service and hence the advice to allow up to 3 working days.  For Gift orders, the standard tracked service can take 48 hours to be delivered, following the date of dispatch. 

Friday & Weekend Orders:

Orders placed after 4pm on Fridays, over Saturday, Sunday and Bank Holidays will be dispatched on the Next Working Day and then the usual delivery estimated time will apply - so 1-3 working days for 1st Class UK Post.

International Orders:

In response to customer feedback, our Airmail services for Cards are not tracked in order to help minimise costs. While we advise that EU Airmail post can take approximately 5 working days and Rest of the World Airmail can take approximately 10 working days, it can vary by country and postal service. If you would like to use a tracked service, we recommend you use our Back to Me service and have your order sent first to you - with a spare envelope, and that you arrange your tracked service independently.

Gifts cannot currently be posted outside of the UK.

Next Working Day & Guaranteed Saturday Orders:

Both of these services are guaranteed, tracked services which require a signature on delivery, but may be disrupted if there is adverse weather, or unforeseen circumstances such as strike or other disruption. At busy times such as Christmas, Royal Mail may need more time to deliver your item, and could attempt delivery later in the day. We realise this is not ideal, but these decisions are made by Royal Mail and are not determined by Scribbler.

Your order must be placed before 2pm Monday-Thursday (excluding Bank Holidays) to go Next Working Day. Next Working Day Orders placed on a Friday will usually be delivered the following Monday, however some local depots may attempt delivery on Saturday, this is at their discretion. For Guaranteed Saturday Delivery, your Order must be received before 2pm on Friday (excluding Bank Holidays - i.e. Good Friday).

You will receive a copy of your tracking number in your Order Dispatch Email, and it will also be visible in your Order History, once your Order has been processed and Dispatched. You can drop this number into Royal Mail's Track My Item website - taking care to copy it exactly and not carry over any spaces at the beginning or end of the number. At busy times such as 12pm-2pm and in the run up to Christmas, this website can become delayed in providing updates and if this happens, we recommend you try again later in the day.

If Scribbler, or Royal Mail, are shown to be late in delivering your order on the Track My Item system, we will refund the postage charge for you. If your order was placed after the cut off time, or, if you missed the delivery attempt, a refund of delivery charges will not be possible, but we will do our best to help you in these situations.

Missed your Next Working Day or Saturday Delivery Attempt?

If you missed your Next Working Day or Guaranteed Delivery Attempt, the Royal Mail will usually leave a 'Sorry We Missed You' card with details of what you can do next. Usually the item will be available to collect from a named location, 24 hours later, or they may offer instructions on how to arrange a re delivery. 

If you missed your gift order, Hermes or Royal Mail (depending on your chosen delivery method) will leave instructions on what to do.  All gift orders require a signature on delivery. 

Further Help:

You can find out our delivery information, methods and timescales here. *In cases of adverse weather, strikes or other ad-hoc unavoidable events, we will do our best to communicate interruptions to any service on the website, via email and/or on Social Media.

Online print on demand items or Cards

All cards ordered online from Scribbler are print on demand, custom products.

In order to ensure speedy delivery, all of our card and print on demand products are individually printed to the customer’s requirements very soon after the order is placed, and as such, we usually cannot change or cancel an order once the order confirmation has been sent to you as it will be entering production.

You can view the status of your Order by going to your My Account and pressing Order History.

I want to change / correct the address:

Customers are responsible for entering correct delivery details at all times. We offer a Postcode Look Up to help verify your address, however this may not prove 100% accurate, especially for new build properties, so it is the Customer's responsibility to check the address is correct, before placing their Order.

We are usually unable to change or correct an address, especially once the card has entered production as our envelopes are printed and paired with your card design right away.   Or our gift fairies have picked and packed your gift in a different warehouse.  Usually the best course of action here, is to place a new order with the correct address details.

However, if you let us know immediately and if you have not yet received your Dispatch Email, we will try our best to help, but can't promise miracles, especially at busy times. 

• For querying a change to your order, please contact our team via customerservice@scribbler.com.
  
• Please include your Order Number in the subject line and full details in the body of the message as to: exactly what you'd like changed. 
• If your message is not clear, or if you do not reply to any request for further information, then there is a risk your order will be processed in time with our daily cut off, or that it may miss the daily cut off for same day dispatch.  

I think I accidentally left the card blank / forgot to write a message:

Our website takes you through the Personalisation journey to help avoid the scenario of you leaving it blank by mistake. If this happens and you chose our Back to Me service, you will receive a spare envelope which means you can still write a message in before passing the card to your recipient. If you chose the Direct to Recipient option, then regrettably once the card is in production, we are unable to cancel it and it is likely it will be sent out, all be it blank. As all of our online cards are printed on demand, customer products created bespoke to your order, we are usually unable to cancel or refund an order where user error was at fault, however we will always do our best to assist so feel free to contact us in this scenario.

If you want to check if you entered a message, please Contact Us and provide your name, email address and Order Number for us to investigate. Our Customer Service team are available 9am to 5pm Monday to Friday (excluding Bank Holidays) and will usually respond the same day, but could take up to 48 hours at peak times (ie in the run up to, and just after Christmas, Valentine's Day and Mother's Day).

How we can help:

Even if it is not possible to cancel, or amend your Order, we will always do our best to try and assist, so please email or call us with your order number, name and the details of the issue as soon as possible and we will let you know what action may or may not be possible. Our Customer Service team are available 9am to 5pm Monday to Friday (excluding Bank Holidays).

Friday & Weekend Orders

Please note, that due to the high volume of orders placed after 2pm on a Friday and before 9am on a Monday, we are unable to make any amends or corrections to personalised messages, addresses or cancellations of orders received over this period as they go to print first thing on Monday, before our Customer Service department opens.

If your order is impacted in this way, please call us so we can attend to your query as rapidly as possible.

When you receive your order confirmation please be aware that the card shown will not display your personalised card. It is just a universal design of the style of card you have chosen.

All of our cards are quality control checked by human hand before leaving our printers and distribution center.

How did it become damaged?

When they are dispatched they enter Royal Mail's sorting and delivery systems which can occasionally cause cards to become bent, creased or exposed to wet weather conditions.

How we can help

While this is beyond our control we will always do our best to help our Customers if this disappointing situation arises. Please Contact Us with photographs of the damage, your order number, contact details and clarification on if you would like us to either arrange a resend or alternatively arrange a credit note, so we can attend to your needs efficiently.

Please note that resends can only go to the original delivery address and via the original delivery method that was chosen in your order.

All of our cards are quality control checked by human hand before leaving our printers and distribution center. However, as this is a manual process, on rare occasions an error may arise, such as an incorrect number of envelopes included with your order. We realise this can be very disappointing and we'll always do our best to help.

If you are missing an envelope from your Order, please feel free to Contact Us, including details of the number and size of envelope that your are missing (Small, Standard or Large), your order number and your contact details. We will do our best to help by way of providing a resend, credit note, or if we are able to verify a fault during production, then a refund will be offered in light of the fault.

Please let us know if you would prefer a resend or credit note when you get in touch so we can attend to your query rapidly and efficiently. Please note that we can only resend an order to the same delivery address as appeared in your original and via the same delivery method chosen at the time of your original order.

All of our cards are quality control checked by human hand before leaving our printers and distribution center. We use a combination of automated and manual processes for folding our cards for each bespoke online order.

If you are unhappy with the quality of the folding on your card, please feel free to Contact Us, including a photograph of the error, your order number and your contact details. We will do our best to help by way of providing a resend, credit note, or if we are able to verify a fault during production, then a refund will be offered in light of the fault.

Please let us know if you would prefer a resend or credit note when you get in touch so we can attend to your query rapidly and efficiently. Please note that a resend will only go to the original address from your Order and via the same delivery method chosen at the time of your original order.

All of our cards are quality control checked by human hand before leaving our printers and distribution center. However, as this is a manual process, on rare occasions an error may arise, such as the wrong card being paired with a recipient envelope We realise this can be very disappointing and we'll always do our best to help.

This has happened to me:

If this has happened to you, don't worry. Simply Contact Us with a photo of the card you have received, your contact details and your order number (or if you received the card but did not place the order, then please supply your full address so we can investigate). Our team will be happy to help and can offer a resend, credit note or refund in these circumstances. If you would like the order to be resent, please note we can only resend to the same address given in the original order and using the same delivery method chosen in the original order. Once we have agreed how to resolve the matter, please then kindly destroy the incorrect card that you received. Alternatively, you are welcome to return the card to us. to destroy on your behalf. If you wish to do this, please send it to: Scribbler Web Team, 9 Harmsworth Street, London, SE17 3TJ.

You will need to create an account to purchase one of our products. The advantage of creating an account with Scribbler is that it gives you the opportunity of viewing previous orders, saving multiple addresses into your address book and lets you build and edit your wishlist.

Please see our Privacy Policy for details on how your data is stored, used and retained.

How to tell if your Order was successful:

Once we have processed your order, if it has been successful you will be redirected to an order confirmation screen, and you will receive a confirmation e-mail containing the details of your order within 10 minutes of placing your order. You can also see a history of, and status of your orders when you login to your account.

The most common problems:

Check the postcode.  If an invalid postcode is entered either into the billing or delivery address this will stop your payment going through. Please take care to check you enter a full, correct postcode using the correct format for that geographic location.  The letter O and the digit 0 being used incorrectly, or not using the correct number of characters or spacing will all cause faults. 

Interruptions to internet connection.  Any interruption will disrupt the payment, so please try to find reliable service before placing your order. 

Old browsers and Operating Software. If you are using an older browser, or operating software, this may cause problems to your experiences on our website. If you cannot easily upgrade to a newer version, then please try an alternative device or visit one our our stores.

Invalid card type. The cards and payment methods available on our website may be subject to change.  Please ensure you only attempt to pay with one of the cards or payment types show during the checkout.  If it is not shown, then we probably do not accept it at this time.  Let us know if your preferred payment method is missing, as we monitor this regularly depending on demand. 

If you are putting your Order through now and experiencing a delay or issue:

Please avoid refreshing, closing or hitting the back button while your payment is processing as this is likely to cause either an error with your order, or may cause you to be charged multiple times for your order. Any interruption to the connection, either by user or to the internet service can cause the system to take longer than usual processing the request. If there is a problem, it will return an error page. If it processes the payment, then you will see an Order Confirmation page. Please be patient and wait to see which is returned.  

Did you see an Error Message?

If an error screen or message shows while trying to place your order, please check the following:

Was your payment method one we accept? Please check our Payment page for details of accepted card types and payment methods.

Are the details you have entered correct? Please check that names entered exactly match how they are presented on your chosen card, that address and card numbers are all accurate.  The postcode also needs to be entered perfectly, see above. 

Could your internet have timed out for a short spell? Even a brief interruption to internet connection can cause a payment attempt to fail. Please ensure you have good, secure connection before attempting to make a payment. Please do not attempt to refresh or hit the back button while a payment is processing.

Do you have sufficient funds and permissions to complete your transaction?

If your card fails on three occasions, we recommend you try contacting your bank in the first instance.

If you still have trouble after checking the above, please Contact Us, taking care to share details of the device and browser you used, along with a general description of your location - i.e. Town / Country and the payment method you were attempting.

For security reasons, remember to never include details of your card number in any correspondence.

If you’re lucky enough to have received a Scribbler coupon code then once you’ve personalised your card and have been directed to your basket, click on ‘coupon code’, enter the characters into the white box that appears, then click ‘Update my basket’. If your code is valid, you will see the discount applied to your Order Total. If it has not been successful you will see an error message.

Why did it not work?

The most common reasons the code will not work are:

• It is a one time only or one use per customer code.
• The code may have expired.
• The code may require a minimum spend threshold to be met.
• The code will not work in conjunction with another offer, discount or code.
• The code has been mis-typed. Most of our codes are case sensitive.

In order to ensure speedy delivery, all of our products are individually printed to the customer’s requirements as soon as the order is placed, as a customer personalised product and as such, refunds and replacements will only be made if the product is damaged or faulty, or does not meet the specifications of the order.

If this is not the case we reserve the right to withhold any claim for a refund or replacement. To return a card, please first obtain prior written consent to do this from our Customer Service team and then send it within 28 days to the following address quoting your order reference number and your reason for returning the card. The customer is responsible for the delivery costs and safe return of their order to Scribbler. We recommend you obtain and retain proof of postage.

Customer Service Team

Scribbler
9 Harmsworth Street
London
SE17 3TJ

Our shops are unable to process refunds or accept returns for products purchased via the website. Please refer to our Terms of Use for more information. This does not affect your statutory rights.

If you have an order query, please email us at customerservice@scribbler.com. You can call us on 0333 006 6270 from Monday to Friday between 9am and 5pm. Please note telephone calls may be recorded for training and quality purposes. Alternatively, you can write to us at the following address:

Scribbler Customer Services
9 Harmsworth Street
London
United Kingdom
SE17 3TJ