Frequently Asked Questions

I have a question about an item that I would like to order

Please feel free to contact us about any items in our store. Just send an email to support@heso.co.uk with your question and the associated product.


How should I care for my product?

Acrylic items just need a wipe with a damp cloth to remove any dust. Do not use anything more abrasive in case the acrylic is scratched. Cake toppers should be carefully wiped with an antibacterial wipe to remove any food remains.

Wooden items are finished with multiple coats of a protective “Danish Oil” to provide resistance from water, heat and alcohol. It is easy to reapply a similar finish in the future if the items are used a lot. This is more relevant to practical items such as Coasters rather than decorative items which are just on display and should be good for life. “Danish Oil” can easily be obtained in most DIY shops.


How should I remove the protective film from the mirrored acrylic?

The best way is simply to use your fingernail to raise a corner, then carefully peel it off. You don’t need to, and we wouldn’t recommend using a sharp edged item, as this may scratch the acrylic.


I’m worried that my name won’t fit the product

We pride ourselves on our customer service and helpfulness. If you are worried then please send us a message before ordering, we may have a creative solution that would work rather than just squishing all the text in.


I’m looking for something similar but not quite what you are offering in your shop. Could you help?

We would love to! Please let us know and we will do our best to help if we possibly can.


Can you send the gift directly to the recipient?

We would be happy do so. Please provide clear instructions as to the delivery details for the recipient and whether you want the invoice to be included or not.


I have made a mistake in the personalisation details for my order, what should I do?

Please contact us immediately should you realise this is the case. We would happily amend the order at no cost if it hasn’t been produced. If the item has already been produced, we will let you know and we can discuss the options.


What if there is a fault with my order?

Please contact us immediately if there is a fault or you have received the wrong item via support@heso.co.uk before your return the item. To ensure that this can be processed as fast as possible, please provide the original order number and also pictures of the fault.


What if I receive a damaged item?

If your order arrived damaged, please contact us immediately via support@heso.co.uk. Please provide the original order number and also pictures that show the damage including the packaging and the delivery note. Heso design cannot be held liable for postage costs for orders returned without prior agreement.


Do you accept returns?

Heso Designs want you to be 100% satisfied with the products that you order. However, for any personalised items we are not able to accept returns or exchanges if you have made a spelling mistake or provided other incorrect information. Other than that, if you are not satisfied then please contact us, then return the item within 14 days for an exchange or full refund. To return the item, this will need to be in the original condition and the original packaging. It is your responsibility to ensure the safe return of the item so we do recommend you use a recorded delivery service.


Can I cancel my order?

Please contact us immediately if you need to cancel you order. Unfortunately, once the order has been produced we cannot cancel it.


Please give us your feedback

We are here to help you. Having happy customers is one of the main reasons we run this store, so if you are not entirely satisfied with your order or the service you have received from Heso Designs, do please let us know by sending your feedback to support@heso.co.uk. We will do our best to resolve any issues.


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