Help

Do you have a question? I’m here to help.

My useful answers below will hopefully help you find answers to my most ‘Frequently Asked Questions.’

But do not worry, if you still cannot find the answer to your question then please contact my lovely friends in customer service who will be happy to help. 

You can find their details here. The team are available 9am to 5pm Monday - Friday, excluding Bank Holidays.

My Account

I cannot access my account

If you have shopped with shop.boofle.co.uk before, are unable to access your account and have already tried the 'forgotten your password?' link then please contact us and we will get back to you as soon as we can.

You might want to check as often it is a mistyping of the original email address that might cause this, but we will be happy to investigate.

I have lost or forgotten my password?

 If you have lost or forgotten your password, then please reset this using the ‘Forgotten your password?’ link below the account login. You will then need to provide your e-mail address and within a few minutes an e-mail will be sent to you from UK Greetings, containing a link to reset your password.

I want to change my account details

You login to your account using your email address. To change this email address simply click on ‘My Account’ at the top right of the page and then ‘Update Your Details.’

To change your password please visit ‘My Account’ and ‘Update Your Password?’

Are my personal details secure?

We take your security very seriously and we want you to feel comfortable using our website.

We respect your right to privacy and will only process personal information you provide to us in accordance with the Data Protection Act 1998, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and other applicable privacy laws including GDPR (General Data Protection Regulation).

For more information, please see our Privacy Policy.

I want to close my account

 We are so sorry to hear that you would like your account terminated, but on doing so, we will complete a full deletion of your customer data and unsubscribe to you from any future emails. Please visit ‘My Account’ and ‘Close Account’ and state the email address you would like to close. Alternatively, please email enquiries@shop.boofle.co.uk and a request for us to delete your account. Please be aware it can take up to a month for this process to be completed.

My Order

How big are your cards?

Here at Boofle we offer two card sizes for our personalised cards:

• Standard – 137 mm wide x 210mm high
• Large – 194mm wide x 295mm high

Each card is printed matte and comes with a white envelope when sent as Back To Me.

Do I need an account to order a product?

 You do not need to create an account to purchase one of our products. The advantage of creating an account with shop.boofle.co.uk is that it gives you the opportunity of viewing previous orders, saving multiple addresses in your address book and lets you build and edit your wish list. Alternatively, you can check out as a Guest with an option of creating an account once your order has been placed should you wish to.

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

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 not personalising the front of a card with a name, photo or message or leaving it blank by mistake.

If you chose the ‘Direct to Recipient’ service, 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.

If you choose 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.

 Why does the card on my order confirmation not show my personalisation?

When you receive your order confirmation email, please note the image is not your personalised card, it is an image of the card design you have chosen. You can preview the card you have personalised before checkout.

Postage and Delivery

How do you ship your cards?

 We offer a variety of delivery options, depending on speed and destination, which are all listed on our Payment and Delivery Page with prices and timescales.

This includes:

• UK Delivery 1^st Class Royal Mail
• Parcel Force express24
• Back To Me Service

Your card and envelope are sent back to you, inside an external envelope, allowing you to review your card, add a message ready for giving or posting on to your recipient.

• Direct To Recipient Service 

Your card with personalised message goes inside an envelope and is delivered direct to your recipient's address.

Am I able to send a card to someone other than myself?

Yes of course!

If you are logged in simply choose the delivery address from your Address Book or enter a new address. The card will be addressed to your recipient, ready for them to open. If you check out as a guest, please detail your intended delivery address of the recipient.

If you want to review your card before sending, or perhaps hand write your message inside, then choose our Back To Me Service. Please select your address from the Address Book or enter your own address. This will send the card and a partnering envelope inside an external envelope so you can review before delivering or posting it on to your recipient.

Multiple Card Orders

If you are purchasing several cards in one transaction, please take care to decide whether you want them to all to go Direct To Recipient, or if you want these returned to you. Please check our Payment and Delivery Pages for a breakdown of delivery charges if sending multiple cards.

Do you ship overseas?

 Currently our products cannot be sent outside of the UK.

I want to change / correct the address:

Customers are responsible for entering the correct delivery address whether selecting the ‘Back to Me’ or ‘Direct to Recipient’ service. 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 once an order has been placed.

Where is my Order?

If you placed your Order less than 3 days ago it is likely your order is still on its way if you chose standard 1st Class UK Delivery.  Delivery 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 event of late, or missing orders, we will always do our best to help, either by resending or refunding. 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. 

At busy times such as Christmas 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 Parcel Force express24 service so that you can track your item. Your Order Dispatch email would show the Tracking number if you chose a tracked service.

Please note the Dispatch Date is the date your order will be printed and posted. It is not the date your order will reach its destination.

Standard orders placed before 2pm Monday to Friday (excluding Bank Holidays) will usually be dispatched on the same day.

If you ordered before 2pm 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.  At busy times such as Christmas, Royal Mail may need more time to deliver your item.

Friday & Weekend Orders:

Orders placed after 2pm 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 (1-3 working days for 1st Class Royal Mail UK Post)

Parcel Force express24

This service is a guaranteed, tracked service which requires a signature on delivery, but may be disrupted if there is adverse weather, or unforeseen circumstances such as strike or other disruption.

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.

My card arrived damaged / bent

All our cards are quality control checked before leaving us but if your card does arrive damaged, we will always do our best to help. Please Contact Us with details on the damage, your order number, contact details and clarification on if you would like us to either arrange a resend or alternatively arrange a refund.

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

I am missing an envelope

 All our cards are quality control checked before leaving us but if your card does arrive without an envelope, we apologize and will always do our best to help. Please Contact Us with details on the damage, your order number, contact details and clarification on if you would like us to either arrange a resend or alternatively arrange a refund.

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

I have received the wrong card

 All our cards are quality control checked before leaving us. 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 frustrating and we will always do our best to help.

If this has happened to you, please Contact Us with your order number, contact details and clarification on if you would like us to either arrange a resend or alternatively arrange a refund.

Please note that resends can only go to the original delivery address and via the original delivery method that was chosen in your 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: UK Greetings Ltd, eCommerce Team, Mill Street East, Dewsbury, WF12 9AW

Refunds and Cancellations

Am I able to change my order once it has been placed?

To ensure fast dispatch and delivery, unfortunately we are unable to edit or change and product order or address once and order has been placed. If you need any assistance once you have placed an order, please contact our Customer Service Team.

Am I able to cancel or return my order?

Unfortunately, we are unable to accept returns or cancellation of order on personalised product. If your personalised card does not arrive or arrives damaged, faulty, or not to specification then please contact Customer Service for a replacement or refund.

In terms of non-personalised product, you may cancel an order at any time before your order is delivered and up to 14 days afterwards. To cancel a non-personalised order please contact our Customer Service Team. Please have your name, email address and order number available. You can email our Customer Service Team at enquiries@shop.boofle.co.uk or telephone us on 01924 436320. Alternatively, please contact us in writing:

UK Greetings Ltd

Boofle eCommerce Team

Mill Street East

Dewsbury

WF12 9AW

If you cancel your non-personalised order, you will receive a full refund of the price paid for the product(s) in accordance with our Refunds policy plus the cost of standard delivery.

We ask that you return the product(s) to us within 14 days after the day of notifying us of the cancellation, in the same condition in which you received the order. Please include a note of your name email address and order number inside the parcel. Unfortunately, we cannot cover the cost of the return.

We recommend you obtain and retain proof of postage.

Can my personalised order be rejected?

In line with our Terms and Conditions we have an Online Duty of Care to make sure that our customers and their recipients do not receive unwanted written or photo content. Any photo or text upload cards of a sexual, abusive, or criminal nature whether photographed or in illustrated form or presented in written forms, are not permitted and we reserve the right to not fulfil such orders. Please refer to our Terms and Conditions for full details.

Get In Touch

I have a query not covered by the FAQs...

 If you have another question that has not been covered in our FAQs, then please let us know. Our Customer Service team are available 9am to 5pm Monday to Friday (excluding Bank Holidays). We aim to respond within 48 hours, however at peak times such as Christmas then please note we experience higher than normal enquiry volumes and may need longer to respond.

Correspondence is responded to in the order in which it arrives, so if your circumstances change, please call us to let us know.

Contact Us:

Email: enquiries@shop.boofle.co.uk

Telephone: 01924 436320

Post: UK Greetings Ltd, Boofle eCommerce Team, Mill Street East, Dewsbury, West Yorkshire WF12 9AW