Order Information

Personalised items

Details of how to personalise an item, including the information required and any character limits etc are shown on the product page.
Please double check your personalisation - how you type it will be how it appears on the product, including spacing & punctuation.
Remember to inclue any 's if required, and that both these and spaces will all count towards any character limit (if applicable).
Please do not include accents, special symbols or emojis as some of our processes will not allow this.
If you didn't add the personalisation or upload a photo for the item on your order, please email us with the relevant information.
Items which are personalised, bespoke or made to your specific requirements are non-refundable, unless damaged or faulty.
Your statutory rights are not affected.

Loyalty Points

As a registered customer you will automatically collect Loyalty Points on every purchase you make. You will earn 1 point for every complete £1 spent, each point you earn is worth £0.01 and is valid for 12 months from the date of issue. You can use your loyalty points against any purchase subject to a minimum use of 25 points. Your available points will be shown during the checkout process, and if selected will reduce the payment required. Any points not used will automatically expire after 12 months. Loyalty points have no cash value, and can only be used against a purchase.

Payment options

We accept payment by all major credit & debit cards, Paypal and BACS bank transfer. We do not store your card details as the payment is processed through a secure server at Paypal. For payments by bank trasfer our bank details for will be provided on competing the checkout process.

shipping & delivery

Royal Mail service updates:

The latest service updates from Royal Mail can be seen here. These are usually updated daily, and show which delivery depots and areas that are experiencing delays in collecting, processing and delivering mail, along with any other updates affecting deliveries, eg: adverse weather conditions or industrial disputes.

They continue working to collect, process and deliver the UK’s mail, but despite their best endeavours it is likely some areas of the country will experience some level of disruption at some stage. While they work to keep any delays to a minimum, local issues such as COVID-related self isolation, high levels of sick absence, resourcing, or other local factors, some deliveries may be delayed. In those cases delivery routes are rotated to minimise the delay to individuals. Targeted support is given to those delivery offices affected to restore service to normally as quickly as possible. Thank you for your patience and understanding.

Restricted items

Some items are restricted for sale in the UK and cannot be sold to persons under 18 years of age. Typically these include items such as knives or gift items containing alcohol. You may be required at the point of order and delivery to confirm or provide proof your age.

Your delivery

The delivery cost is calculated based on the weight of your order. The available delivery options and costs can be seen in your shopping basket. For orders over £50 delivery is FREE to UK mainland addresses.

Your order will be delivered depending on its size/weight either by Royal Mail or by courier delivery Monday to Friday. To ensure you have received your parcel, couriers will request a signature for proof of delivery; therefore select a delivery address which is most convenient for you.

Subject to availability, orders received with a cleared payment in full before 2pm will usually be despatched the same day (Monday - Friday); orders received after 2pm will be despatched the next working day.

All orders are packed in boxes and packaging sized so your items are well-protected and special care is taken to protect fragile objects. Most of our items are too large to fit through a letterbox, so will require someone to accept delivery. If you choose Royal Mail delivery, you may end up having to collect your order from your local sorting office, if there is no-one available to accept your package.

We will notify you if there is a delay in processing your order. Orders over the quantity held in stock will usually be despatched in 7-10 days, and if known at the time of ordering, this will be shown on the item details page. We may also at our discretion, hold your order, if some items are out of stock, but we are expecting further stock to be available within the next 5-7 days.

NOTE: Personalised products are made to order. For items we personalise on site, please allow 2-3 working days depending on the method of production. These items can be identified by having our 'Diletto' logo as the Brand on the product page. Any other personalised item which is not branded as 'Diletto is personalised by and despatched direct from the manufacturer, the product details page will give estimated delivery times for the item. If you need your item by a specific date, please let us know when you order, if there are any problems in meeting your deadline, we will contact you to discuss the options available.

lost items

In the event that your order doesn't arrive when expected, please contact us.

For Royal Mail deliveries:

Expected delivery for 1st class post is 1-2 days after posting and for 2nd class post is 3 - 5 days after posting.
You can track your delivery using their website: https://www.royalmail.com/ - just enter the tracking reference from your despatch confirmation.
Royal Mail allow up to 10 working days after the expected delivery date (excluding Bank Holidays & weekends) before they consider an item lost. We cannot act until this period has lapsed.
If you received a card from Royal Mail about a delivery, you should arrange for redelivery or collect it from your local sorting office. Details of how to do both of these will be on the card.
Royal Mail keep items for 18 working days before returning them to us if not collected.

For courier deliveries:

Each consignment has a unique reference which you can track on the courier's website - your despatch confirmation will have the courier details and your consignment reference.