FAQs
About Us
Since 2008 we have been creating handmade gifts, made to order and personalised with your details to make each one unique. Working with talented illustrators and craftsmen in our studios by the coast in North Devon, UK, we create bespoke gifts to capture your special memories, in art, stone, terracotta and books.
Our illustrations of houses, people, cars, places and pets are drawn by hand and printed with your choice of beautiful watercolours, simple line or block colours for a cool, contemporary look. We engrave natural river pebbles, slate and terracotta pots, with your choice of heartfelt message. Our range of award-winning personalised children’s books, printed with our gorgeous illustrations and your own unique story, make perfect gifts from little ones to Mummy, Daddy and Grandparents.
Product Information
The sizes we offer depend on each product. For our illustrations, terracotta and stones, we recommend checking the product page for the most accurate and up-to-date measurements. Most of our products are available in different sizes. Here is a brief overview of sizes to expect:
Illustrations:
We offer a wide range of different styles of illustrations across a variety of sizes as follows-
•Small - Mount size - 25.5x25.5cm (10x10”). Image size - Approx 15x15cm (6x6”)
•Large - Mount size - 25.5x30.5cm (10x12”). Image size - Approx 18x23cm (7x9”)
•Extra Large - Mount size - 38.8x38.8cm (approx 15x15”). Image size - Approx 28x28cm (11x11”)
A select few illustration products are available in:
•Long - Mount size 21x42cm (8.2x16.5")
Books:
Size: 21cmx 25cm (8.25 x 10.8")
Outdoor Terracotta:
We offer a beautiful range of stylish engraved pots. Here is a brief overview of the sizes available:
•Small pot designs - 13.5cm (5.3") high by 18cm (7")
•Large pot designs - 19cm (7.5") high by 18cm (7")
•Window pot designs - 13cm high (5.1") by 32cm (12.6") long
Indoor Terracotta:
Available in a choice of four beautiful glazed colors.
•Small - 11.5cm (4.5") high by 11.5cm (4.5")
•Large - 13.5 cm (5.3") high by 13cm (5.1")
Pebbles:
•Small (approx length 7-10cm/ 2.7-3.9")
•Medium (approx length 11-13cm/ 4.3-5.1")
•Large (approx length 13 cm+/5.1"+)
Slates:
10cm (3.9") x 10cm (3.9")
Our engraved items, such as terracotta and pebbles, can be personalised completely. If you'd like your engraved product to be completely bespoke, please email us at [email protected] for more information. We offer a variety of engraving styles which can be found on each product, with some having 'fixed text' to go with your personalisation, and others having beautiful icons and/or floral designs to compliment the text.
For our illustrations, we have a variety of styles to best suit the occasion and image. These range from simple line-detailed illustrations to full watercolour detailed ones. Most of our illustrations can be personalised further with your chosen text on them, making them a truly special and memorable gift. We can illustrate people, pets, buildings and landscapes, but if you're unsure which option your photo would fall under, please do send us an email at [email protected], and our team of artists will be happy to advise.
We also have a range of beautiful personalised books with a large variety of eye-catching and fun designs to suit different ages.
•Our illustrations can be either framed or unframed. Unframed illustrations arrive mounted, so you can pop them in your choice of frame or even leave them unframed if you'd prefer.
•Our pebbles are natural, so they will be perfect either outdoors or indoors.
•Our terracotta pots are frost-proof, but we recommend keeping them off the ground during Winter. If you order seeds/compost, there will be instructions on how to plant them.
•Our indoor pots are glazed and are only suitable for indoor use.
•Our personalised books are available in a choice of either Hardcover or Softcover.
Our illustrations vary in style. We offer styles such as a simple line drawing for a more 'sketch-like' look. We also have styles with a block coloured background, to bring a contemporary artistic feel to the piece. We also have full, detailed illustrations with various brush styles and thickness, with the option of full, detailed watercolour with a sketchy background. There is also the option to add skin tone to some of our People Portraits.
Our pots are of different dimensions and have designs with a variety of fonts and styles. Please look at each product to see the differences.
For our pebbles, we offer small, medium, or large. Some of our pebbles can be engraved with an extra symbol, such as a heart or pawprint.
Here at Letterfest, our dedicated team of artists and customer service agents are more than happy to help you find the perfect product for your occasion and recipient.
•If you have a particular idea for a pot or pebble, our engraving team will be able to recommend and advise which product would work best for you.
•If you have an image that you'd like to double-check before ordering one of our gorgeous illustrations or would like advice on which style to go for, you can send this over to us to take a look. Please email us at [email protected] with any queries, ideas or images.
Illustrations:
Each illustration starts with a hand-drawn digital sketch based on your photo, which is then enhanced by our talented artists, adding unique details and personal touches. We never use AI or filters—just authentic craftsmanship from our team. The final artwork is then printed on high-quality, acid-free artist paper.
Books:
Every book features beautifully illustrated characters with fun-filled designs, and are printed with the option of Hardcover or Softcover. For every single book we sell, we have committed to planting a tree. We have partnered with Eden Reforestation to be part of the climate solution on a global scale. Check out edenprojects.org to see the difference you are making.
Terracotta/Pebbles & Slates:
Our indoor glazed round pots are engraved by hand with your personalised message in a choice of 4 colours. Our handcrafted outdoor terracotta pots are designed to add a personal touch to your home, garden, or as a thoughtful gift. Each pot is made from high-quality terracotta, engraved with your unique message, name, or design. Our pebbles and slates are also engraved by hand in our Devon engraving studio.
All our illustrations include a 'Digital Proof'.
The proofing service gives you the ability to preview your illustration before it is printed and dispatched. Here, you can check that it looks how you envisioned, and that the text (if requested) is perfect.
The digital proof is sent to you via an email from [email protected]. Please keep an eye on your junk/spam as it may land there!
A 'magic link' will be included in the email, which takes you to the Proof Portal where your proof will be ready for you to check. We use a watermark for proofing purposes, but you can see the illustration in its entirety and zoom in to double-check parts.
On the portal, you can either click 'Approve' if you are happy with everything and your order will be sent to print, or click 'Request Changes' if there's anything you'd like to be tweaked/amended. All of the amendment comments you provide will be reviewed by our artists, and once amendments have been completed, we'll email you again to let you know that the portal has been updated. You can then 'swipe' through your proofs if there is more than one to compare and ensure you are happy before dispatch.
We require high definition images to work with as low resolution photos may be very pixelated/blurry when zoomed in. A high definition image will ensure the best quality for your custom products.
If you'd like to change the frame colour or add a frame after you've placed your order, please email us at [email protected] as quickly as possible.
If your order hasn't already been sent to print, we will be able to invoice to add a frame or change this for you. If your order has already been sent to print, unfortunately, it would be too late to add/change this.
We usually ask to draw from one primary photo in order to achieve the best results for your illustration, but we welcome any reference images that may help our artists capture your desired detail(s). If you do have a special request, please email us at [email protected], and our senior artists will be able to advise.
We usually only offer the dimensions listed on the product page for our illustrations. However, if there is a specific size you'd like, please email us at [email protected] to discuss further.
If you would like to change the image you provided after seeing your proof, please email us as quickly as possible at [email protected].
We don't currently have the option to fully preview your book before purchasing, but we are working on this for the future.
We do have 'The Story' and 'Tips On Writing The Story'. 'The Story' is the whole contents of the book, with brackets for the sections that you fill in. Here, you can ensure that the answers are correct for the story and that they make grammatical sense.
'Tips On Writing The Story' gives you all of the hints and tips you need to know. Our dedicated bookcheckers read through each story and amend tenses, etc, but will not usually amend your spelling or the content of your answer. If you're unsure about your book, please email [email protected], and we'll be happy to help.
Occasionally, after your order has been placed, we may have a question about the content of your book, so please keep an eye out for any emails from us.
Unfortunately, we don't currently have the option for you to add your own photo to our personalised books. We do, however, have various options for your book character. You are able to choose hairstyles, skin tone, etc, to represent the recipient/person in the book. We also have books dedicated for twins, with personalisation for 2 characters.
We have a delightful Personalised Twins Story Book specifically designed for twins, which allows you to incorporate both names into one book. Please follow the link provided to view the product and place your order. We hope you find it perfect for celebrating the unique bond between twins!
Most of our pots are fully customisable depending on letter count and icon preference. If you'd like to double-check your idea, please email us at [email protected], and we will be happy to assist.
While we understand that you might have a preference for specific seeds to accompany your pot, our ability to accommodate such requests is subject to stock availability. In some cases, seeds are selected at random, depending on what is available at the time of dispatch. We appreciate your understanding in this matter.
Orders & Shipping
All our products are made bespoke, with love and are entirely personalised. Each type of product has different production times. You can check the estimated production time for your purchased item on the product page.
Once your order has been dispatched, you will receive an email with the tracking information. Please allow a few hours for the tracking link to update once you receive it. If you haven't received an email with the courier and tracking number after the estimated dispatch date, please reach out to us with your order number at [email protected], and we will be happy to look into this.
You can keep track of your order's dispatch and delivery status through the tracking link provided. If you haven't received a tracking link yet or if there have been no updates on the Royal Mail website, rest assured we will send you the tracking link as soon as it's available.
Please allow a few hours for the tracking link to update once you've received it. In case the tracking shows the order has been delivered to an incorrect address, please contact us so that we can arrange to resend it to the correct address at the earliest.
If you arranged for a redelivery and it has not been delivered yet, or if there are any delays reported in the tracking, please be patient as it should be with you shortly. Should there be significant delays beyond the expected delivery date, especially for cases such as gifts for specific occasions, we will strive to resolve the issues and dispatch the replacements promptly.
Please allow a few hours for the tracking link to update once you receive it. In case the tracking shows the order has been delivered to an incorrect address, please contact us at [email protected] so that we can arrange to resend it to the correct address at our earliest convenience.
If you arranged for a redelivery and it has not been delivered yet, or if there are any delays reported in the tracking, please be patient as it should be with you shortly. Should there be significant delays beyond the expected delivery date, especially for cases such as gifts for specific occasions, we will strive to resolve the issues and dispatch the replacements promptly.
Delivery times are calculated after processing the order and are subject to change, so please check product pages when ordering.
Illustrations:
•£3.00 Royal Mail 48 Tracked (Estimated 2-3 days)
•£6.95 Royal Mail 24 Tracked (Estimated 1-2 days)
Books:
•£3.99 Royal Mail 48 Tracked (Estimated 2-3 days)
•£7.99 Royal Mail 24 Tracked (Estimated 1-2 days)
Terracotta/Pebbles/Slates:
•£3.95 Royal Mail 48 Tracked (Estimated 2-3 days)
•£5.95 Royal Mail 24 Tracked (Estimated 1-2 days)
International Shipping:
We offer international shipping to select countries. Shipping costs will be calculated and displayed at checkout. Please note that international shipments may incur additional customs and import fees, which are the responsibility of the customer.
Shipping Address:
Please ensure all shipping information is accurate. We are not responsible for delays or lost packages due to incorrect shipping addresses.
Contact Us:
If you have any questions or concerns regarding shipping, please contact us at [email protected].
If you sign up for our newsletters, keep your eye out for promotions that include free shipping offers.
We aim to keep you informed about the delivery timescales for your order throughout the process. If you've placed an order, you can expect a production time within a certain date range, and upon completion, your order will join the queue to be dispatched.
Should you have a special occasion or an urgent need like a birthday or anniversary, make sure to communicate this with us as soon as possible at [email protected], and we will do all we can to expedite the process and meet your requirements. If your order is particularly urgent, please discuss special delivery options to ensure timely arrival.
All of our products are custom-made. Orders are processed within 2-3 business days (excluding weekends) after receiving your order confirmation email. Check the individual product page for up-to-date delivery times, as this is subject to change based on the product chosen. You will receive another notification when your order has shipped.
Delivery times are calculated after processing the order. We use Royal Mail for domestic shipping and FedEx for international shipping to ensure your order is delivered in the most efficient manner. Please note, international delivery times will vary depending on the worldwide location. For mainland UK shipping addresses, for standard shipping, we use Royal Mail 48 Tracked with an estimated 2-3 days delivery time after your order has been processed. For Express shipping, we use Royal Mail 24 Tracked with an estimated 1-2 days delivery time.
If you have any questions or concerns regarding shipping, please contact us at [email protected]
For mainland UK, we offer shipping via Royal Mail Tracked 24, meaning if you have a last-minute gift, we've got you covered. Royal Mail aim to deliver within 24 hours of dispatch if express shipping is selected. If you urgently need your order, please do email us at [email protected] and we will do our utmost to ensure we have this dispatched as quickly as possible.
Unfortunately, we only ship our pebbles and pots to the UK and the US. All of our other products can be shipped to most worldwide locations. Delivery will be calculated at checkout depending on the products and location. Please note that international shipments may incur additional customs and import fees, which are the responsibility of the customer.
If your order has been marked as delivered but you haven't received it, please check the tracking to see if there is a delivery photo or a note to say where the delivery was made. Alternatively, Royal Mail leave a red calling card through your letterbox if your delivery has been made to a neighbour, a safe place, or if you weren't in and need to reschedule. If you are unavailable when delivery is attempted, Royal Mail will try again the next working day. If you still haven't located your order, please reach out to us at [email protected], and we will be happy to assist.
You are able to edit and add things to your order before you have completed the checkout process. If you'd like to amend or add things to your order after it has been placed, please contact us as quickly as possible at [email protected]. We will check the current status of your order and will strive to make any changes required if we are able to.
If you need to change the contact email for your order, please email us with your order number as quickly as possible at [email protected]. We rely on your email address to send your digital proof over and may need to reach out to you with questions regarding your order (such as checking the spelling for your engraving/book), so please ensure this is correct for your order. If you haven't heard from us with dispatch information after the estimated dispatch date, please check the email address for your order. If it is incorrect, we will be able to send the order confirmation and tracking emails retrospectively to the correct email.
If you need to update the billing information for your order, please email us at [email protected] with your order number and new billing address. We will be able to manually change this on our system, provided the order hasn't yet been dispatched. If your order is a gift, we can also exclude the receipt/invoice from the package altogether.
If your order is a gift and you'd like to exclude the invoice/receipt, we would be more than happy to do this for you. Please write in the customer comments at the checkout that you would like it to be excluded. Alternatively, if you have already placed your order, please email us at [email protected] and we will action it as long as your order hasn't already been sent to the dispatch team.
If you'd like to add a gift message to your illustration order, please pop this in the customer comments section, and we will send a card with the gift message on. If you've already placed your order, please email [email protected], and we'd be more than happy to add it, provided your order hasn't yet been dispatched.
If you'd like to change the shipping address after you've placed your order, please email us at [email protected] as quickly as possible. If your order hasn't already been sent to dispatch, we will be able to change this for you.
If your order has already been sent to dispatch, unfortunately, it would be too late to change the address.
Depending on which stage your order is at, we may be able to change the shipping method. If your order hasn't been sent to dispatch yet and you'd like to upgrade to Express delivery, please email us at [email protected], and we will send an invoice and upgrade when payment has been made.
Similarly, if you'd like to downgrade from Express to Standard, please do let us know, and we will amend and refund the difference.
If your order does not arrive by the date you required it, despite correct timing indications on Facebook ads or other communications, please reach out to us. Upon verifying your situation, we will check if your order is in line to be dispatched and provide updates on delivery to ensure that it reaches you as soon as possible. In cases where there is a tight deadline, please let us know immediately, and we will make every effort to meet your needs or discuss alternative solutions.
Here is a list of accepted methods of payment:
•Mastercard
•Amex
•Maestro
•Visa
•Shop Pay
•PayPal
•Klarna
•Google Pay
•Apple Pay
Please see the information following this link
https://help.shop.app/en/shop/shop-pay-installments/overview
You can purchase an E voucher/gift card via our website. Our E gift cards are perfect for giving a gift to someone when you'd like to add a personal touch, but you're not sure what to get them. You can choose from either a book, an illustration, or a sitewide voucher. The E Gift cards are sent via email, making them a great choice for loved ones whom you are unable to gift to in person.
Our E vouchers/gift cards are sent via email and contain instructions on how to use them.
Yes, we offer bulk/corporate discounts. If you order over 5 + multiple products, please reach out to [email protected] so we can tailor a package that fulfils your needs.
The best way to find discounts and promo codes is by signing up for our newsletter. We will occasionally send emails with exclusive discount codes just for you, as well as a 'first order' discount. It's also a great way to keep in the loop with our exciting new releases, changes and news. It is totally free to subscribe, and you can unsubscribe at any time.
Please copy and paste the code into the discount code box exactly as it is written on the checkout page, and make sure there are no spaces before or after the code. If it still isn't working, we will be happy to help you - our email is [email protected]
If you've realised that you forgot to apply a discount code after placing an order, there's no need to worry. We're happy to assist with applying the discount retrospectively at [email protected]. Please provide us with the order number and the discount code you intended to use. Once we verify the code's validity, we will issue a partial refund corresponding to the discount amount. The refund is processed back to the original form of payment, and it might take a certain date range for the bank to complete the process.
If your discount code isn't working, please double-check that the code has come directly from Letterfest and that it hasn't expired. Please copy and paste the code into the discount code box exactly as it is written, and make sure there are no spaces before or after the code. If it still isn't working, we will be happy to help you - our email is [email protected]
Returns & Exchanges
Although every effort is made in trying to get your parcel to you in perfect condition, sometimes damages do occur. You must let us know within 48 hours of receipt of your item if it has been damaged in transit or if it is faulty. Wherever possible, please email us at [email protected] with images of the damage so we can investigate with our courier. We will send a replacement for damaged goods immediately.
Personalised goods have been made specifically to your requirements and are only refundable if damaged or faulty. We do try and show lots of photos of each product and give full descriptions of sizes, etc so you know what to expect. The colours displayed on the website are a close representation, but slight variations in the actual goods may occur. As all of our items are made by hand, small variances may occur in each finished article.
With our illustrations, we keep all artwork on file, so if you have made a mistake on your order and need a replacement, please get in touch.
If we have made a mistake, we will send a replacement immediately, free of charge. If your item is framed, the clips on the back can be opened, and the new mounted print can be easily popped in.
With all illustrations, if you cancel your order after seeing the proof, we will refund the order minus a cost of £15.
Regarding the engraved pebble products, due to their nature, each pebble is slightly different. They are various sizes (on average about 7cm), shapes (oval-ish!) and colours (shades of plum-grey). Please note this is a natural product, so pebbles will vary in size, colour, shape and texture. We think this is part of their charm as each one is unique, but please be aware that the photograph is an example only, and your pebble will be different. Shapes can be irregular, and there are sometimes marks and fissures that occur naturally in the stone. As we engrave each pebble individually, the size of the text or image sometimes varies according to the size of the pebble. Occasionally, when pebbles knock together, they leave small white marks on the surface - this is superficial and can be removed with a damp cloth.
Please do email us at [email protected] with any issues or worries - we are here to help!
Returns address - Letterfest Unit 1 Chivenor Business Park, Braunton, EX314AY GB
Unfortunately, we are unable to accept returns due to all of our items being completely bespoke. If your order is damaged or faulty, please email us at [email protected] within 48 hours of receipt of the goods, and we will be happy to help.
If your order is damaged or faulty, please email us at [email protected] within 48 hours of receipt of the goods, and we will send a replacement out to you. If you have made an error on your order, we keep the artwork on file so can produce a replacement at a discounted cost.
Due to all of our items being completely bespoke, we cannot process cancellations once the order has been made. With illustrations, if you cancel your order after seeing the proof, we will refund the order minus a cost of £15. We also offer amendments and a redraw option with a new image for a fee. If you want to discuss further, please email us at [email protected], and we will be happy to help.
We're really sorry to hear this, please email us at [email protected] as quickly as possible with images of the item received. We will investigate immediately and have the correct item sent out to you as quickly as possible.
We're really sorry to hear this, please email us at [email protected] as quickly as possible with your order number. We will investigate immediately and have the missing item(s) sent out to you as quickly as possible.
Although every effort is made in trying to get your parcel to you in perfect condition, sometimes damages do occur. You must let us know within 48 hours of receipt of your item if it has been damaged in transit or if it is faulty. Wherever possible, please email us at [email protected] with images of the damage so we can investigate with our courier. We will send a replacement for damaged goods immediately.
Accounts, Memberships & Subscriptions
By signing up for our newsletters, you'll be the first to hear about exciting news. Whether it's new products, exclusive discounts or gift inspiration, you won't want to miss out. We are a part of the Thoughtful Marketing Movement, and will send an email with the option to opt out of occasions if this is a difficult time for you. You can also unsubscribe from our newsletters at any time.
Work With Us
Here at Letterfest, we create meaningful, magical personalised gifts for just about anyone. Our customers' stories are told through our design and handmade products, ranging from personalised children's books to engraved terracotta garden pots. We have something for every occasion and interest.
If you want to earn extra money and help spread some personalised magic, let’s work together!
If you would like to work with us, then please Click Here and apply.
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Contact
Letterfest - Award Winning Personalised Gifts
Creative Business of the year 2011 - WINNER
Best Customer Service 2012 - WINNER
Gift of the Year 2015 - SHORTLIST
Best Children’s Gift 2016 - WINNER
We produce everything to order, so please contact us if you have a bespoke request. View out entire range of collections here.
Email: [email protected]
Tel: 01271 861825
Address:
Letterfest, Unit 27, Chivenor Business Park. Barnstaple. Devon EX31 4AY