Frequently Asked Questions
Frequently Asked Questions
Got a question? We've got you covered. If you can't find the answer you're looking for, drop us a message at support@longlakecreations.com and we'll get back to you as soon as we can.
ORDERING
Do I need to create an account to place an order? No, you can check out as a guest. However, creating an account means you can track your orders and view your order history more easily.
Can I make changes to my order after placing it? As all of our items are made to order, we begin production quickly after your order is placed. If you need to make a change, please contact us immediately at support@longlakecreations.com and we will do our best to help. We cannot guarantee changes can be made once production has begun.
I've made a mistake with my personalisation — what do I do? Please contact us as soon as possible at support@longlakecreations.com. If we haven't started production yet, we will do our best to amend it. Unfortunately, if your item has already been made we are unable to offer a replacement or refund for customer errors, so please double-check all spelling, capitalisation and dates carefully before placing your order.
Can I order without personalisation? Most of our products require personalisation as they are designed to be unique to you. If you have a specific request, please get in touch before ordering and we'll see what we can do.
PERSONALISATION
How do I add my personalisation details? Simply fill in the personalisation field on the product page before adding to your basket. Please check all details carefully — we make each item exactly as entered.
What format should I use for names and dates? Please enter names and dates exactly as you would like them to appear on your item. We will match the capitalisation you provide, so if you'd like "Smith" rather than "SMITH" please enter it that way.
Can I request a font or style different to the one shown? Our designs are created in a specific style to keep everything looking consistent and premium. If you have a special request please contact us before ordering and we will let you know if it's something we can accommodate.
Can I see the proof before my order is made? We don't currently offer proofs as standard, but if you have a specific query about how your item will look, please get in touch before placing your order and we'll be happy to help.
PROCESSING & DISPATCH
How long will my order take? All of our items are made to order. Processing times are as follows:
- Standard items (gift boxes, vests, accessories, etc.) — 5–7 working days before dispatch
- Robes and robe sets — up to 14 working days before dispatch
- Orders containing a robe — up to 14 working days as your order will be dispatched together once everything is ready
We always aim to get your order to you as quickly as possible and in many cases, it may arrive sooner.
I need my order urgently — can you help? We will always try our best to help with rush orders. Please contact us at support@longlakecreations.com before placing your order, and we'll let you know if we can accommodate your timescale.
How will I know when my order has been dispatched? You'll receive an email with your tracking details as soon as your order has been posted.
SHIPPING & DELIVERY
How much is delivery? Standard delivery is £4.95. Delivery is free on all orders over £100.
How long does delivery take once dispatched? Once dispatched, delivery is typically within 2–3 working days via tracked post.
Do you ship internationally? We currently ship to the UK only. If you are based outside the UK please contact us at support@longlakecreations.com before ordering and we will do our best to help.
Can I track my order? Yes — all orders are sent via tracked post. You'll receive your tracking details by email once your order has been dispatched.
My order hasn't arrived — what should I do? If your order hasn't arrived within 10 working days of your dispatch notification, please contact us at support@longlakecreations.com and we will investigate with the courier on your behalf.
RETURNS & REFUNDS
Can I return my order? Because all of our items are made to order and personalised, we are unable to accept returns or exchanges unless your item arrives damaged, faulty or incorrect.
My item arrived damaged — what do I do? We're so sorry to hear that. Please contact us within 14 days of receiving your order at support@longlakecreations.com with your order number and a photo of the issue and we will resolve it as quickly as possible.
How long do refunds take? If a refund is approved, it will be processed back to your original payment method. Please allow up to 10 working days for this to appear, depending on your bank or card provider.
PRODUCTS
Are your items made to order? Yes — every item in our store is made to order especially for you. This means no two items are exactly the same, and everything is created with care just for your order.
What materials do you use? Our clothing items are made from 100% cotton with black HTV lettering. Our hard accessories such as gift boxes, champagne flutes and jewellery boxes, are personalised using permanent vinyl. Some items use DTF printing for more intricate designs.
Do you offer gift wrapping? Our gift boxes come beautifully presented and ready to give. If you have a specific gifting request please get in touch, and we will do our best to help.
Do you offer bulk or wholesale orders? If you're looking to place a large order - for example for a hen party or wedding - please contact us at support@longlakecreations.com before ordering and we'll discuss options with you.
CONTACT
How can I get in touch? You can reach us at support@longlakecreations.com — we aim to respond to all enquiries within 1–2 working days.
What are your working hours? We are a small independent business and aim to respond to all messages within 1–2 working days, Monday to Friday.