Frequently Asked Questions

Here are answers to the questions we expect most often as The Fortis Gift House prepares and sends your gift.

Where do you deliver?

We currently deliver within the United Kingdom. Available delivery services and charges are shown at checkout.

What does delivery cost?

UK standard delivery is free on orders £20+ after discounts, or £3.99 below £20. Express delivery costs £6.99. Standard delivery usually takes 3–5 working days after dispatch; express delivery usually takes 1–2 working days after dispatch.

What multi-buy offers are available?

Buy 2 or more products and save 10%, or buy 2 or more eligible Halloween!, Bewitched and Spook! candles and save 15% on those eligible candles. Offers apply automatically in the cart or checkout and cannot be combined with other discounts. Shopify applies the best eligible offer.

How quickly will my order be dispatched?

We aim to prepare and dispatch orders within 2–4 working days. Personalised gifts may take a little longer during busy periods. If a different timescale applies, we will show it on the product page or contact you.

Can I send a gift directly to the recipient?

Yes. Enter the recipient’s delivery address at checkout and check the name and address carefully before paying.

Can I add a personal message?

Where a product offers personalisation, enter your message on the product page before adding the gift to your basket. Please check names, spelling, punctuation and capital letters carefully because we prepare the message from the text you submit.

Can I change a personalised message after ordering?

Contact us immediately at info@thefortisgifthouse.com. We will help where we can, but once personalisation has begun we cannot guarantee that changes or cancellation will be possible.

Can I return a gift?

Eligible non-personalised online purchases can normally be cancelled within the statutory cancellation period. Gifts made or personalised to your specifications cannot normally be returned simply because you change your mind. Your statutory rights still apply if an item is faulty, damaged, not as described, or we make an error.

What if my order arrives damaged or incorrect?

Email info@thefortisgifthouse.com with your order number and details of the problem. Photographs of the item and outer packaging can help us resolve transit damage quickly, but providing photographs does not limit your statutory rights.

Will my gift include pricing?

Our gifts are intended to be sent directly to someone special. Product pricing is shown during purchase and in the purchaser’s order communications; we do not intentionally include a retail price label as part of the gift presentation.