FAQs
Products
1. Are all your products handmade?
Yes, each product is carefully handmade, which means slight variations may occur and make every piece unique.
2. Can I customize my order?
Most products can be personalized with a name and, in some cases, color preferences.
3. Will my product look exactly like the photos?
We try our best to maintain consistency, but as each piece is handmade, minor variations may occur.
4. Are your products suitable for gifting?
Absolutely. Our products are designed to make thoughtful gifts for babies, children, and special occasions.
Ordering
1. How do I place an order?
You can place your order directly through our website or contact us for assistance.
2. What information do you need for personalization?
Simply provide the name and any color preferences (where applicable) when placing your order.
3. Can I make changes after placing my order?
Changes can only be accommodated before work on your order has begun. Contact us at the earliest and we will surely try to accommodate your request
4. Do you accept custom requests?
If you have a specific requirement, feel free to get in touch on our Whatsapp +971561404791 and we’ll let you know if it’s possible.
5. Can I use multiple discount codes on my order?
Please note that you can only apply one discount or promotion code per order. If you enter multiple discount codes, the last one entered will be applied and any prior codes will be disregarded.
Processing & Delivery
1. Do you offer express orders?
If you need an item urgently, please contact us on whatapp +971561404791 before placing your order and we’ll do our best to help. Express orders will have an additional charge however
2. What do I do if I realise I put the wrong address/contact details?
Please message us on whatsapp on +971561404791 with the order number and correct details as soon as you can so we can amend these with our courier. In some cases, it may be too late, and the item may be at a depot, in which case you will have to organise a collection or a re-delivery. We will always work as hard and as fast as we can to ensure you get your order as quickly as possible.
3. Do you deliver across the UAE?
Yes, we deliver across the UAE.
4. Do you ship internationally?
Please contact us to check international shipping availability for your location.
5. What are your various delivery and processing timelines ?
● Story boxes- next day
● Personalised item- 2-3 days processing time
● Curtain ties/ frames- 3-5 days processing time
● Name garlands- 12-14 days processing time
Once the order is ready, the transit time varies depending on the location:
● Dubai 1-2days
● Other emirates- 2-3 days
Returns & Exchanges
1. Can I return a personalized item?
Personalized items cannot be returned or exchanged unless there is an error on our part.
2. What should I do if my order arrives damaged?
Please contact us within 24 hours of receiving your order and share photos so we can assist you.
3. Can I cancel my order?
Orders can only be cancelled before production has started, you will however get store credit in case of cancellation that needs to be used within 2 months.
4. What happens if I am not satisfied with my order?
We endeavor to keep all our customers happy and to provide the utmost best service. If you are unhappy with your purchase, please send an email to pebblesandpatches.ae@gmail.com with as much information as possible. We will be able to offer you a refund as per our Refund Policy stated here. Due to the nature of personalised items, they are not eligible for refund or exchange, unless the personalisation has been done incorrectly.
5. What if my items are damaged or incorrect?
If you have received a damaged or incorrect item, please contact our support team at pebblesandpatches.ae@gmail.com with a photo of the damaged, or incorrectly shipped item, along with the order number
Bulk & Event Orders
1. Do you take bulk orders?
Yes, we accept bulk orders for birthdays, baby showers, school events, and other celebrations.
2. Is there a minimum quantity for event orders?
Minimum quantities may vary depending on the product. Please contact us for details.
3. How far in advance should I place a bulk order?
We recommend placing bulk orders as early as possible to ensure availability and timely delivery. However, we do need a minimum of 12 days for any bulk order.