General FAQ - Frequently Asked Questions
Do you ship worldwide & how much does shipping cost?
No - at the moment we only ship to the USA, the UK, Australia, New Zealand, Canada and some selected European countries. We offer free shipping with tracking to all customers in these countries with a purchase value of 35 GBP/40 USD or more. For single items under this value, it depends on the country and can be viewed during the checkout process.
Where do you ship from?
At Personelly, we focus on local production for the fastest delivery and the highest quality. For this reason we produce at multiple locations, such as the United States, the United Kingdom and Australia.
What are the shipping and processing times?
Since each product must be custom made to the customer, the production of your item will take approximately 2-5 business days.
Delivery time (including production time):
United Kingdom: 5-7 business days
United States: 5-11 business days
Canada: 6-11 business days
Australia: 5-17 business days
New Zealand: 5-17 business days
Ireland: 8-12 business days
Germany: 4 - 7 business days
Austria: 5 - 8 working days
Benelux countries: 6 - 9 working days
France: 4 - 7 working days
Rest of Europe: 6 - 10 working days
Please note that we do not produce and ship on weekends. In exceptional cases, there may be increased delivery times.
Where can I find my tracking number?
When your items are shipped, you should receive an automatic notification from the system via email giving you a tracking number.
If you didn't receive one or if the tracking number doesn't work, don't worry. Just contact us and we will solve the problem. Send us an email at info@personelly.com and we will be happy to help you!
Can I cancel or change my order after I have made a purchase?
Unfortunately, we can not cancel or change your order, because it is automatically and immediately after posting the payment (even for orders with Klarna) automatically forwarded to production. This process is technically fully automated and takes place within a very short time. The print data of your order is generated and fed directly to our printing machines in complex processing steps. Since your order is already in the production process, I can not cancel or change the print for technical reasons. You can try to contact us at info@personelly.com
How can I return or exchange an item?
If your order is defective or incomplete, our return policy is valid for 30 days from the date of delivery of your order. You can find the sample letter for this on our cancellation policy, which you can then send to us at the email info@personelly.com
What types of payment methods do you accept?
We accept Visa, Mastercard & American Express and Paypal.
What happens if the item I ordered arrives broken or damaged?
We will make it right! You can request a refund or exchange/voucher. Please contact us at info@personelly.com
I am missing items from my order
It is possible that the items you ordered were shipped to different locations from different warehouses.
We guarantee and make sure that your package will reach you. If you find that your package has NOT arrived within the timeframe stated on our shipping FAQ, please contact us at info@personelly.com and we will make sure everything is taken care of!
Unexpected delays
In some cases, delivery may take longer than the standard shipping times listed above. External factors can cause shipping delays, such as international customs clearance, holidays, or illnesses we cannot control. Please contact us if your package is taking too long to arrive and we will assist you as soon as possible.
