I don't know where all these negative reviews are coming from. Of course orders will be delayed, everything is custom made to the character and name you decide on. I have bought two jute bags from them in the past, and found the customer service second-to-none! Even before they added the baby option, I emailed back in 2014/2015 for this as an option and they did it for me. Fast forward to my daughter who's now 7 and loves all things personalised, we have had a power bank, jute bag and a beach towel from them. The beach towel has been dispatched today so I can't speak for that but the bag she loves and the power bank has held up extremely well. I've also ordered one of their platinum jute bags, and they've been so good at keeping in contact - again that's yet to be dispatched but I do think patience is a key factor when ordering something so bespoke to you. Also, I talk about patience but it's never been more than a few weeks for me and it's never overrun it's estimated delivery date. Thanks Claireabella, I've been a customer since around 2012 and I will continue to be one, now with an obsessed daughter in tow!