Always Perfect Guarantee

Our promise: always a gift that brings joy

At YourSurprise, it’s all about creating your perfect gifting moment. Because only a truly perfect gift makes someone feel genuinely special. That’s why we stand 100% behind our products, our designs, and the high quality of our printing. We make sure your gifting moment is a complete success, because we know how much it means to you. If something unexpected goes wrong with your gift, we’ll put it right straight away.

Whether something goes wrong on our end, or you accidentally made a typo or picked the wrong photo: we’ll send you a new gift quickly and easily, free of charge. No fuss with returns.

Made a typo by mistake or picked the wrong photo?

A typo in a name, choosing the wrong size, or a photo that isn’t quite aligned? Even if you make a mistake by accident, we’ll make sure your gift still turns out perfectly. We’ll reprint, engrave, or embroider your gift once completely free of charge. Just get in touch with us within 14 days of receiving your order and send us a photo of the gift. We’ll sort it out for you right away!

A quality issue, product fault, or printing error?

We guarantee the high quality of all our gifts and prints. In the unlikely event of a quality defect, product fault, or printing issue, we’ll send you a free replacement right away. On top of that, all our products come with a 1-year guarantee (and even 2 years on our suitcases).

No hassle with returns

Something not entirely to your liking? In most cases, you won’t even need to send the gift back. A clear photo of the product or defect is all our customer service team needs to resolve things for you on the spot.

What to do if something isn’t right?

Get in touch with our customer service team via email within 14 days of receiving your gift. Take a clear photo of the gift or the printing error. This helps us see what happened right away so we can get things sorted for you quickly.

Handy tips for a perfect result

Avoid errors during the design process with these simple checks:

• Double-check your text and spelling. Re-read names, dates, and your personal message carefully before completing your order. Take a moment to check your chosen font and colour too.
• Keep an eye on photo quality. Not quite sure? Feel free to drop us an email with your photo before ordering, and we’ll happily check if it’s suitable.
• Check the design area in the editor. Make sure your photos and important details stay safely inside the design frame. This prevents anything from being cut off during production.
• Check your photo if it has a transparent background. Some products can’t print transparency, which means the background will automatically turn white. If you see a white background in the editor, that’s how it will print.
• Pick a font size and style that stay easy to read. Very small text or delicate fonts might appear less sharp when engraved or printed than they do on screen.
• Designing on your phone or in dark mode? Colours and backgrounds can look different on a phone screen or in dark mode compared to real life. Where possible, preview your design in light mode or on a larger screen so you see exactly which colours and backgrounds will end up on your gift.
• As a final step, review the full preview carefully. The preview you see is final and guides production; we won’t be able to make any changes to your design once placed. Please check your text, cropping, and background thoroughly before checking out.