Ordered a personalised mug, it arrived without the requested initials. Trying to contact them was a nightmare as the number on the site was unobtainable. Ended up speaking to someone in the shop who said he would send me an email with a link and I needed to send a photo. The email never arrived and their email link didn't work. Eventually managed to communicate via their 'award winning' ? Customer services chat box. I was told that a replacement would be sent out asap. It arrived 3 days later, alas still no personalisation. Contacted them again and was told a replacement would be sent, 2 days later it arrived, yes it had been personalised but you needed a magnifying glass to see the initials which were placed just above the logo. I contacted them yet again and requested a refund. I received £16.99 when I had actual cost to me had been £20.98. This company is absolutely useless! Go elsewhere!