Frequently Asked Questions

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1. General
2. Order Related Enquiries
3. Deliveries
4. Payment & Charges
5. Returns & Refunds
5. Partnering with
7. Spreading the word about
8. Work with us

1. General

What are your opening hours?

Our phone lines and instant messaging service are open from 9.30am - 6pm Monday to Friday. You can email us at any time using the contact form on the website or by emailing

How do I update my account details?

Manging your account is easy. Simply click on ‘Your Account’ at the top of the page, and select the appropriate option from the menu. From here you can change your personal details, your card details, change your password, track your orders and much more. Make sure you click ‘Save’ after making your changes.

How do I sign up for the newsletter?

You will see an orange box titled ‘Unforgettable Newsletter’ at the bottom of every page of the website. You can input your email address and click on the tick to sign up to our newsletter.
Your preferences can be managed at any time by logging into your account.

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2. Order Related Enquiries

Can I order over the phone?

Yes you can! One of the Unforgettable team would be delighted to place an order for you over the phone. Please note that we are unable to take Paypal payments over the phone.

Can I amend or cancel my order?

You can amend or cancel your order if it has not yet been dispatched. Please contact us as soon as possible in order to do this as products are often dispatched within 24 hours. Once your order has been dispatched, you will need to return your order for a replacement or a refund. View our returns policy by clicking here.

Can I buy in bulk?

You are at liberty to buy as little or as much as you wish from Unforgettable. If you are ordering over 10 of the same item, please call us on 020 3322 9070 so that we can help make the process as easy as possible.

Can I order without creating an account?

Yes you can. You can check out as a guest and still place an order. We recommend creating an account so that you can track your orders, proceed through the shopping basket faster and participate in our online community.

If an item is out of stock online can I still order it over the phone?

Yes you can. We will liaise directly with the supplier to find out when we can get it shipped to you.

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3. Deliveries

How do I find out delivery information for my order?

Delivery information can be found on the product page, on your confirmation email and bly logging in to Your Account and clicking on My Orders.
Alternatively, you can contact us and our customer service team will be happy to assist you.

What happens if I miss a delivery?

This is dependent on the courier the supplier uses to deliver, but please contact us for further information.

Can I have my order delivered to a different address to my billing address?

Yes you can! When you take your shopping basket through to the checkout, you will be asked to enter your delivery information. If you have an account, you will be able to store multiple addresses for speedier checkout.

Will the items I order arrive together?

Products are sent from multiple locations and may therefore arrive separately. Please allow a little extra time before contacting us.

Can you deliver internationally?

We can accommodate international delivery on a number of products. Please contact us for more information.

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4. Payment & Charges

When am I charged for my order?

You payment will be processed instantly as soon as you confirm your order at the checkout.

Which payment options do you accept?

We accept:

• Paypal
• Maestro UK
• Mastercard
• Solo
• Visa
• Visa Debit
• Visa Electron

We do not currently accept:

• International Maestro
• American Express
• Diners Club
• Laser Cards

How much does delivery cost?

Delivery costs £4.95 per order, regardless of how many items you purchase.
International delivery costs will vary.

Can I pay for an order with a card that's not in my name?

Yes you can! Simply add the card to your saved credit cards when you make a purchase or by clicking on ‘Your Account’ at the top of any page on the site. You can also create a label for the card so that you can quickly distinguish between your saved cards.

How can I get a copy of my receipt?

You will be emailed an invoice as soon as your order has been processed.

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5. Returns & Refunds

How long do I have to return an item and what condition must it be in?

You have 30 days from the date on which you receive your item to contact us and request a return or exchange. The item must be in its original condition, i.e. the condition it was in on delivery.

Do I have to pay the delivery charge for returning my product?

This will vary depending on which supplier has sent you the product. Please contact us for further information.

Are there items I cannot return?

The following items are non-returnable; unless damaged, faulty or not as described:

· Products that have been personalised for you
· Made to order products
· Perishable or wearable items such as incontinence pads
· Check returns information at the bottom of each product page

How long will it take for me to be refunded?

Once your refund is processed, it will take approximately 3-5 working days to reach your account. Please contact your bank for further information.

How do I request an exchange or refund for a faulty or damaged item?

Please call or email customer services to confirm a return address within 30 days of receipt. You will be required to send the item back. Upon receipt of the item, we will be able to issue you with an exchange or refund.

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6. Partnering with

I have a product that would be appropriate for to sell. What are the next steps?

Great, we’d love to hear from you! First, you can send a brief proposal and product description to our Your email will then be forwarded to our products department who will contact you within 2-3 business days.

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7. Spreading the word about

How can I spread the word about

You can find icons for all the main social media sites on all the pages of our website, namely; Facebook, Twitter, Instagram, Google+, Pinterest as well as the option to share via Email. By clicking on the icons you can share the page, article or product you are viewing at the time. At the very bottom of each page there is also a heading that reads 'Connect', under this heading there are the same icons for all the main social media sites, by clicking on them you can easily follow our page on each of the sites and keep up to date on all our latest news!

Do you have any leaflets or posters I can use to publicise

We will be printing materials in 2016. You can contact us to be put on our mailing list and be one of the first to receive our materials.

Do you have a brochure I can order or distribute?

We are currently in the process of developing an Unforgettable brochure which is set to be released next year. We are using the next 6 months to collect data, understand what our most popular products are and gather your feedback on what you like and don't like. Once we have this information we will be able to improve our product descriptions and tailor the brochure accordingly. We would be delighted to let you know when we have a brochure in print. You can contact us we’ll add you to our waiting list.

Can someone from Unforgettable attend or present at my event?

If you send a description of your event and what you are looking for to, we will be able to pass on your request and confirm if someone is able to attend your event.

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8. Work with us

I'd love to join the team. What are the next steps?

Great, we’d love to hear from you! Send us over an email about yourself and what you would like to bring to and we will be back in touch within 2-3 business days.
You can view all job vacancies by clicking on the job vacancies button at the bottom of every page.

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