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Frequently Asked Questions

My Order

Can I order over the phone?

We always suggest placing an order online but if you’re unable to do so then we’re more than happy to accept orders over the phone. Please feel free to give us a call on 0151 494 9412 

How will I know you received my order?

You will receive an order confirmation email, generally immediately after placing the order but always within 12 hours. If you have not received an order confirmation email please feel free to get in touch with our sales team. Before getting in touch, please make sure to check your email junk folder.

When will my payment be deducted?

Your payments will be taken when you place your order.

How can I retrieve my order number?

You order number will be on the order confirmation email you receive upon placing your order. If you created an account prior to checking out you will also find your order history in the “My Account” area accessible via the icon on the top right of your screen (next to the bag icon).

If you cannot locate your order number please feel free to get in touch.

Can I add items to an existing order?

Unfortunately not. The best way to proceed will be to place a second order. If you get in touch with us we may be able to arrange shipment of both orders at once meaning you may be entitled to a refund on one delivery charge.

Can I cancel an order once it has been placed?

If we have not yet dispatched your order then we will be able to cancel it at your request. If the order has already been dispatched then you are of course still entitled to return the goods. You can review our returns policy here.

How do I redeem a gift voucher, discount or special offer?

If you enter your desired items into your basket and proceed to checkout you will find an area above the “place order now” section to enter your personal discount code.

How can I purchase an online gift card?

You can buy digital gift cards here. Please note that gift cards purchased online are for online use only and will not be accepted in store.

Once you’ve placed your gift card order our sales team will be in touch to provide a PDF copy of the gift card.



Payments

What payment methods do Utility accept?

We accept the following credit and debit cards : Mastercard, Maestro, Visa, American Express. We also accept payments via Paypal, Amazon Pay and Bank Transfer.

Are my payments / card details secure?

All credit card payments are processed through SagePay which utilises a high-powered security system. 

At Utility, we take care to protect your privacy and secure your information. We will not disclose your personal details to any third parties. We use SagePay to keep your information safe and inaccessible to other Internet users.

When will my payment be deducted?

Your payments will be taken when you place your order.

How do I redeem a gift voucher, discount or special offer?

If you enter your desired items into your basket and proceed to checkout you will find an area above the “place order now” section to enter your personal discount code.

How can I purchase an online gift card?

You can buy digital gift cards here. Please note that gift cards purchased online are for online use only and will not be accepted in store.

Once you’ve placed your gift card order our sales team will be in touch to provide a PDF copy of the gift card.



Deliveries

What delivery options do you offer in the UK?

Our standard delivery option is a next working day (on in stock orders placed before 12pm) service to UK mainland addresses through DPD couriers. 

For greetings cards and some smaller items we do offer a cheaper deliver alternative. This delivery option is £1.50 and delivery is carried out by Royal Mail. 

I can’t see Royal Mail as a delivery option. What’s wrong?

If Royal Mail delivery is not displayed as an option at checkout this means the item(s) in your basket does not meet the criteria for RM delivery.

What are the delivery charges and how long will it take?

Our standard delivery option is a next working day (on in stock orders placed before 12pm) service to UK mainland addresses through DPD couriers. The cost of this service is £4.95 

 What happens if I’m not at home when you deliver my order?

DPD couriers will email / text you on the morning of delivery with an estimated 1 hour delivery slot. If for any reason you are not available to take delivery of your order, you can contact DPD directly to rearrange the delivery for a different day or notify their courier of a safe place to leave your order.

To contact DPD you can use the link provided in their email / text.

How can I check if my parcel has been dispatched yet?

When we dispatch your order, we will send you a dispatch confirmation email to the email address you provided during the checkout process or which your account is registered to. 

If the delivery option you selected allows tracking the parcel, this email will also include a tracking number.

Can I track my order?

The possibility to track orders varies depending on the delivery option you choose, and also on size, weight and destination of the parcel.

Tracking is not available for Click and Collect services (however for Click and Collect orders you’ll receive an email to advise you that your parcel is ready to collect in store).

What countries does Utility deliver to?

We currently deliver to 150 countries. If you’d like to check whether we deliver to your country you can do so by proceeding to checkout and looking for your country on the delivery country dropdown.

How much does it cost to deliver to my country?

The cost of delivery to addresses outside of the UK mainland is dependent on the item(s) you select and also the country we’re delivering to.

The delivery cost will be automatically calculated and displayed at checkout once you’ve entered your delivery details.

 

 

Returns

How do I return an item?

 If you are not completely happy with your purchase you can notify us of your intent to return the item(s) within 14 days of delivery and return it within 30 days of delivery for a full refund.

Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used. For a full description of how to return products for a full refund, see our returns policy.

Can I return my online order to one of your stores? 

Yes, all items that you purchase online through www.utilitygift.co.uk can be returned back to a Utility gift store. Please see our returns policy here.

Can I return products purchased at one of your stores, to your warehouse?

No, store purchases can only be returned to one of our gift stores. You can locate your nearest Utility gift store here.

 

 

Careers

How can I find out about job vacancies?

You’ll find all of our current vacancies on our careers page. If we don’t currently have active vacancies you are still more than welcome to send us your CV to [email protected] for us to have on file next time we’re hiring.

Do you offer temporary sales assistant vacancies?

We do offer temporary positions in our gift stores. If you’d like to enquire about a temporary sales assistant position please email us at [email protected]

Can I send samples of greetings cards?

Please send a PDF sample sheet of designs to our buying assistant [email protected] or send a small selection of hard copy samples to the following address :

15 Skyhawk Avenue

Dakota Business Park

Liverpool

L192Qr

Please note : if you require the samples back please include a S.A.E

Do you commission artwork?

Utility have an in-house design team and buy from trade shows and design studios which we have established relationships with. Unfortunately our design team do not accept design submissions at this time.

If you would like to join the design team here at Utiltiy, keep your eye on our careers section.

 

 

Next Working Day Delivery

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Delivering to 150 Countries

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Gift Wrapping Service

Available to add at checkout for £2.50