Terms and conditions

Ordering

1. Build your item and add it to your cart.
2. At checkout, check the review screen: your text exactly as we'll make it, prices, the delivery fee for your location, the delivery date, and the total. You can still change anything.
3. Tick to accept these terms and to confirm you're 18 or over, then place your order. That's when we accept it.
4. We email you your order and a link to your order page.

Your order may be cancelled or amended free of charge until your payment is received in full: see Cancelling.

Every order gets an invoice with its own number. It's on your order page, and a printed copy comes in your parcel.

Orders over QAR 1,000 (delivery included) need an ID check. Upload a photo of the front of your Qatar ID (or your passport if you don't have a Qatar ID) on your order page, never by email or WhatsApp. You may cover all but your name, photo and date of birth.

We start once we have your payment and the photo. A photo that comes after your payment (or after the day we agree another way to pay) moves your delivery date back by the number of days it came late. No photo within 7 days of paying (or of agreeing another way to pay)? We cancel and refund in full. See our Privacy notice.

You must be 18 or over. If someone under 18 orders without a parent's or guardian's permission, we may cancel and refund to the account that paid. If the ID photo shows you're under 18, we cancel, refund that account and delete the photo the same day. If you falsely confirm you're 18 or over (for example with someone else's ID), we may claim the cost of anything we've already made for your order.

Your text

You choose the text we print and are responsible for it, so use only text you have the right to use (not someone else's brand, for example). We make it exactly as your order page shows it, without checking it with you again or asking whose name it is.

We may refuse text that is offensive, unlawful, or against Qatar's culture or religious values. We then cancel the order free and refund you.

Our products

Each product page shows the item and its price; our lanyard, key ring and clicky pages also show warnings. Items from our “More” section carry this warning: small parts – choking hazard. Sizes, care and all warnings are on Product safety.

Some pictures are drawings. Colours on screen and made-to-order items vary slightly, but a different colour from the one you ordered is a fault.

If an item becomes unavailable after you order, we tell you, cancel the order free and refund you.

Prices and fees

Prices are in Qatari riyals (QAR), with no VAT in Qatar. Extra letters or beads show their price on the product page. The review screen's total, delivery included, is what you pay, and it doesn't change after you order.

The delivery fee depends on the distance to your delivery location: see Delivery. The courier may not ask you for anything more.

Payment

Pay in one of these ways, or another way we agree with you in writing. We charge no fee for any of them, and prices and delivery fees are the same however you pay.

1. Card, when checkout offers it, on our card payment provider's secure page. Your card details never reach us.
2. Fawran, from a bank account in Qatar.
3. Bank transfer to our QNB account. It can take 1 to 2 working days to reach us.

For Fawran or bank transfer, your order email and order page show the amount, our Fawran alias, IBAN or both (whichever we offer), and your payment reference. Put the reference in the transfer note.

Send the full total: your own bank's charges are yours. If less arrives, we ask for the rest before we start.

Your order is confirmed and we start making it once your payment reaches us (and, for orders over QAR 1,000, your ID photo), or as we agreed with you. We email you when your payment arrives.

We hold your items until your payment deadline. Card: 24 hours after ordering. Fawran or bank transfer: 3 banking days after ordering (Sunday to Thursday, except Qatar bank holidays). If your payment hasn't reached us by then, your items are no longer held and may sell out, but we don't cancel your order: it stays open, we email you (or message you if we have no email), and you can still pay with the same details and reference. We start making it once your payment arrives; anything that sold out meanwhile we make for you, or we tell you before we start, and you can then cancel it with a full refund. Until you pay you can still cancel it free of charge on your order page. This doesn't apply if we've recorded on your order another way to pay that we agreed with you.

If an order is cancelled (by you, or by us as these terms allow), any payment that reaches us for it is refunded in full.

Delivery

We deliver in Qatar only, by courier. Standard delivery is one fee for the whole order and depends on the distance to your delivery location. It is shown at checkout before you order; without an exact location, we charge the fee for the longest distance. Your order arrives by the date we give you (see below).

When checkout offers Express, it costs QAR 50 per parcel of up to 10 items and arrives within the number of delivery days checkout shows. The fee and the date show before you order.

If the courier can't deliver to your location, we tell you, and you may cancel for a full refund, delivery included.

Delivery days are every day except Friday and public holidays in Qatar. The delivery time starts when your payment reaches us: we count the delivery days from the day after the day you pay, whatever the time of day. Before you pay, checkout shows your date if you pay today. Your delivery date is fixed when your payment arrives (by card, at once; by Fawran or bank transfer, the day it reaches our account), and it shows on your order page. Some items are made to order when we have none ready. Checkout then says so and how many days it adds: calendar days, counted before the delivery days, and already included in the date shown. Some items are marked “Reserve yours”: you pay now and we deliver by the date shown on the item and at checkout, instead of the usual delivery days. A cart with a reserved item arrives together by that date. Working days (for our replies and refunds) are Sunday to Thursday, except public holidays in Qatar.

If we haven't delivered your order by the end of its delivery date, you can cancel it free of charge on your order page until it goes out for delivery, and get a full refund, delivery included, even if we've started making it. Once it's out for delivery, message us: see Cancelling.

Give a correct address and a phone the courier can reach. You can change the address free until dispatch: message us.

You can ask at checkout for the parcel to be left at your door, at reception or with building security. A parcel left where you asked counts as delivered.

We try to deliver once, at the agreed time: the delivery date we gave you, or the time the courier arranges with you. If that fails or you refuse the parcel, we keep your order for 30 days to arrange a new delivery with you. A new delivery attempt normally costs your order's delivery fee again; we tell you the amount before we book it. If the courier misses the time or doesn't really try, the next attempt is free and the 30 days don't start.

If we hear nothing from you in those 30 days, we close the order as refused or not collected, and we no longer keep the item. If you tell us you don't want the parcel, we close the order then instead of waiting the 30 days. Personalised items and items from our “More” section aren't refunded. Clicky items are refunded at the item price. In a mixed parcel, each item follows its own rule. The delivery fee is never refunded, whether the parcel was refused or not collected.

This never affects damaged, faulty or wrong items, or your rights when an order is late: see Cancelling.

Cancelling

Orders may be cancelled or amended free of charge until your payment is received in full: your order is then confirmed and we begin making it. We confirm this by email.

To cancel before then, tap “Cancel order” on your order page while it shows, or message us. Anything you had already sent us is refunded in full.

After your payment is received in full, your order can no longer be cancelled or changed, unless it is late (see Late delivery below). A parcel you refused or didn't collect: see Delivery.

Until your payment is received, “Change order” on your order page puts your items back in your cart; when you place the new order, we cancel the old one. The price and delivery date of the new order may differ.

Ordered through a private link we sent you? It can be cancelled the same way. To amend it, message us on Instagram.

By placing your order, you agree to this instead of the 3-day right to cancel in Qatar's e-commerce law (Article 57).

Late delivery: if we haven't delivered your order by the end of the delivery date fixed when you paid, you can cancel it free of charge, even if we've started making it. Until it goes out for delivery, tap “Cancel free of charge” on your order page, or message us. Once it's out for delivery, message us: if it still hasn't arrived 30 days after that date through a delay on our side, you can cancel it for a full refund, delivery included (Qatar's e-commerce law, Article 58). This includes personalised items, and we refund everything you paid, delivery included, the way you paid. If we're running late, we email you a new date, but that doesn't move the first one. Delays on your side don't count: we couldn't reach you, you refused the parcel or asked us to wait, or your bank transfer or ID photo reached us late.

Returns

Items are not returnable or exchangeable for a change of mind, whether personalised or not.

Faulty or incorrect items are always remedied: see Damaged, faulty or wrong items.

Damaged, faulty or wrong items

Any faulty or incorrect item, including personalised items, must be reported within 7 days of delivery (or of noticing a fault that shows later) and will be remedied. This covers an item that arrives damaged or isn't what you ordered or described. It also covers one that isn't safe or up to standard, doesn't do its job, or has text we misspelt (different from your order page).

To report it, tap “Report a problem” on your order page, or message us, with photos. Keep the item and its packaging. We collect it, or refund your postage if you post it.

You choose the remedy: a free replacement, a free repair or a full refund, delivery included. If a repair or replacement takes more than 15 days, we lend you a substitute free, or refund you if you prefer. Parts we replace in a repair are covered for at least 3 months from when you get the item back.

We don't give a separate warranty. Your legal rights are not affected.

Shown as delivered but nothing came? Tell us soon, ideally within 3 days. If it was lost before it reached you, we replace it or refund you, as you choose.

Refunds

Refunds go back the way you paid, with no fee taken off. We never make you take store credit.

1. Card: back to your card, automatically.
2. Fawran: to the account you paid from, within 3 working days.
3. Bank transfer: to the account you paid from, within 5 banking days.
4. Another way we agreed: the same way, or to your bank account if you prefer, within 5 banking days.

These times start when we cancel or agree the refund, or, if later, when your payment, the IBAN we asked for or your returned item (once checked) reaches us.

If we need your IBAN, we ask by email: never send bank details on WhatsApp. We delete your email with the bank details once you're refunded.

Your rights and the law

Nothing in these terms reduces your rights under Qatar's Consumer Protection Law (Law No. 8 of 2008) or Electronic Transactions and Commerce Law (Decree-Law No. 16 of 2010). Qatar law applies, and Qatar's courts decide any dispute. You can always go to the Ministry of Commerce and Industry first: see Complaints.

These terms are in Arabic and English. If they differ, the Arabic applies.

Changes to these terms

We may update these terms. Your order follows the version you accepted when you placed it; the date at the top shows the latest.