Frequently Asked Questions
Find answers to common questions about ordering, personalisation, delivery, and custom requests. If you need more help, please contact us.
Quick help
Check an existing order or send us a bespoke request using the links below.
For general support, use our Contact page and include your order number where relevant.
We normally reply within 1–2 business days.
Orders & Personalisation
How do I personalise my order?
If the product asks for personalisation, enter the requested name, wording, age, date, or other details before adding it to your cart. On designs marked optional, leave the box blank to receive the design exactly as shown.
Can I request a custom design?
Yes. Use our Custom Orders enquiry form to send your idea, event date, wording, quantity and inspiration. We’ll review the details and confirm what is possible, the price and timescale before you order.
Can I see a proof before my order is made?
Proofs are available on selected custom orders. If you would like a proof before production, please mention this when ordering or contact us before placing your order.
Can I send an inspiration image for a custom order?
Yes. Our Custom Orders form accepts one JPEG, WebP, HEIC, PDF or SVG file up to 20 MB. For several images, combine them into one PDF or include a Pinterest, Instagram or cloud-storage link.
Can I change my order after placing it?
If you need to make a change, please contact us as soon as possible. We can only make changes before production begins.
What happens if I enter the wrong personalisation details?
Please double-check all spelling, dates, and wording before placing your order. We make items based on the information submitted, so we may not be able to replace or refund personalised items due to customer errors.
Production & Delivery
How long does it take to make my order?
Our items are made to order and are usually dispatched within 1–2 working days. During exceptionally busy periods, we will contact you if we expect a material delay.
How long does delivery take?
After the 1–2 working day production time, free Royal Mail 2nd Class delivery usually takes 2–4 working days. Royal Mail 1st Class usually takes 1–3 working days, and Tracked 24 aims for the next working day but is not guaranteed.
Where can I find my order-status link?
Use the View your order button in your order-confirmation or dispatch email. If you checked out using the same email as your Edition Works account, you can also sign in and open the order there. Please check your junk or spam folder if the email is missing.
Which delivery services include tracking?
Royal Mail Tracked 24 includes tracking to the delivery point. Standard Royal Mail 1st Class and 2nd Class do not provide full live, end-to-end tracking, so their order page might only show that the order has been dispatched.
Why isn’t my 1st or 2nd Class delivery showing tracking updates?
This is normal for ordinary Royal Mail 1st and 2nd Class delivery. These services may not receive another scan between dispatch and delivery, so a lack of live updates does not mean that your order has not been posted.
When should I contact Edition Works about a delayed delivery?
For Tracked 24, check the Royal Mail tracking first and contact us if there has been no tracking progress for three working days after dispatch, or immediately if it says delivered but cannot be found after checking your safe place and neighbours. For standard 1st or 2nd Class, contact us if the order has not arrived within seven working days of dispatch. Please include your order number and delivery postcode. Royal Mail’s formal missing-item investigation window can be later, but we will explain the next step. Contact Edition Works or read our Shipping Policy.
Do you offer UK delivery?
Yes. Free Royal Mail 2nd Class delivery is available for UK orders, with faster paid options shown at checkout.
Do you offer international shipping?
International checkout is temporarily unavailable while we complete tracked regional shipping and customs setup. We will update the website before additional markets are activated.
Can I order for a specific event date?
Yes, but please order as early as possible. If your event is coming up soon, contact us before ordering so we can confirm whether your date can be met.
Products
What are your cake toppers made from?
Each product page states the material used. Most of our current card toppers are made from approximately 1–2 mm glitter or mirror card. Acrylic and wooden designs will be clearly identified when available. If you need help choosing a finish or size, please contact us before ordering.
Are your items reusable?
Many toppers can be kept as a keepsake and reused if they remain clean, dry and undamaged. Handle delicate lettering by the stem or base, store the topper flat, and do not wash or soak card designs. Follow any additional care instructions shown on the product page.
Are your products food safe?
Our cake toppers are decorative items. Only the intended support stem should be inserted into the cake; keep the decorative section away from food, moisture and open flames. Remove the topper before cutting or serving the cake.
Will my topper look exactly like the photos?
We photograph our finishes as accurately as possible. Screen settings, lighting and reflective materials can make colours appear slightly different, and small variations may occur because each topper is personalised and made to order.
Returns & Refunds
Can I return a personalised item?
Because personalised items are made to order, we do not usually accept returns unless the item arrives damaged, faulty, or incorrect.
What if my order arrives damaged or incorrect?
Please contact us as soon as possible after delivery with your order number and clear photos of the issue, and we will work with you to resolve it.
Can I cancel my order?
Orders may only be cancelled before production has started. Once work has begun on a personalised item, cancellation may not be possible.
Contact
How can I get in touch?
You can contact us through our contact page or email hello@editionworks.com.
How quickly will you reply?
We aim to respond within 1–2 business days.