Got A Question?

We’ve got your questions sorted here

If you’re looking for Delivery and Returns info – be sure to take a look here 

So, what exactly is UnderWraps? + -

UnderWraps is gift-finding tech platform that helps busy folk find awesome, thoughtful gifts with none of the shopping hassle. We do this by combining personal gift shoppers, a clever bit of tech, and a unique Gift Collection that celebrates independent makers and up-and-coming designers, all in one place.

How does it actually work? + -

Our mission is to take your ideas about your gift recipient and find them unique gifts from our talented makers and designers without you trawling the shops or the internet. To do that we usually like to have a chat on the phone first to get to know you (yes a real live chat, we’re not a faceless tech company).

Here’s how it usually works from beginning to end:
– You sign up and add your first gift-recipient as part of the sign-up process
– We have a quick call with you to get to know you and more about your recipients
– When a gift-occasion gets near we email you 3 weeks before with your three gift recommendations from our Gift Collection
– You select and purchase your final gift (or feedback to us so that we can refine your recommendations)
– We arrange delivery of your final gift, beautifully gift-wrapped to you or direct to your gift-recipient
– We text you on the day to remind you of the recipient’s big day so you can text or call them too.

Then next time the gift occasion comes up we’ll have new recommendations all ready and remind you well in advance once again.

Do I have to speak to someone? + -
We don’t have to, it just makes our recommendations more likely to hit the spot first time if we do. Our mission is to take your ideas about your gift recipient and find them unique gifts from our talented makers and designers without you trawling the shops or the internet. Having a call to begin with is just a great way to get to know you and your ideas and it only takes ten minutes (if that!).
Can I add multiple gift-recipients to my UnderWraps account? + -

Absolutely, in fact the more the better – that way we’ll take care of all the remembering for you.

You can load up as many gift-recipients as you like (we call them Important People) and add multiple Important Dates for each of them too. That way we’ll be able to get all your gift recommendations ready well in advance.

Can I add multiple special dates for each person? + -

Absolutely and you can manage different gift orders for each one too – all from your Dashboard

Do I get the gift delivered direct to me at home/work or direct to the recipient? + -

It is totally up to you, we can do whatever is easier for you. You can save different delivery addresses to your account and by gift-recipient so life is made easier there too.

For those items going direct to your gift recipient we can gift wrap many items (it always says on the product page) and we never put paperwork with prices into the box!

How do I cancel / amend an order? + -

When you make a gift selection, and make payment, that order is then confirmed. At that point we will liaise with the relevant independent maker or designer to order your gift. Once that it done, the ability to cancel very much depends on the item you chose as cancellation and refund policies have to be different for certain types of products (i.e. personalised products cannot be returned). However, the specific product page will make this very clear, so you’ll always be in the know.

For flower bouquet deliveries, you are able to cancel up to 3 working days before the day of delivery. 

For PANIC BUTTON orders, it will be processed straight away so we are unable to make changes.

Will you send anything without me knowing? + -

Certainly not – how would you take all the credit then?

We process payment individually for each order and you control that 100%. When we see an Important Date coming up for you we’ll organise your gift recommendations based on the information we know about your gift-recipient and send you an email so you can finalise your gift choice and add you personal message. Once you’ve done that your order is processed. Plus we’ll send you a text on your day as a reminder too.

Where can you deliver? + -

With our courier friends, we can deliver 98% of the UK including Northern Ireland, the Scottish Highlands and Islands (*excluding next day and same day ‘PANIC BUTTON’ orders). Unfortunately we cannot deliver to the Channel Islands, Isle of Man, Isle of Wight or the Isles Of Scilly. Delivery to remote areas may incur additional charges, but you will be notified of these at the time of booking.

PANIC BUTTON orders can be delivered within the M25 only.

How quickly can you deliver? + -

A large majority of our Collection is available to order 3 working days before the delivery day at the usual £4.95 deliver rate (for Mainland UK – other delivery options are available).

If you’re cutting it a bit fine this time then try our PANIC BUTTON option to see gifts we can organise in a shorter time frame (the list is always getting longer!). For PANIC BUTTON orders we also have a number of bouquets that can be ordered up to 12.30pm and delivered that same day within the M25! 

Can I send internationally? (international delivery) + -

We know that having loved ones abroad makes sending gifts on those important dates even more difficult. Whilst we can’t offer international deliveries everywhere we can help – so just drop an email to team@underwraps.co and we will look into it for you.

What payment cards do you accept? + -

We work with the trusted payment processor Stripe – so we accept all major credit and debit cards, including American Express

Do you gift wrap? + -

Wrapping a gift is just another one of life’s chores isn’t it?! The majority of our items can be giftwrapped and each product page will give you the specific details. Just select the gift-wrap option (or tell your personal shopper) on the product page before you get to the checkout.

How are your gifts delivered? + -

Well that depends on what gift you choose as we have a specially curated group of suppliers, designers and makers in the Gift Collection sending your gift from all over the country; but rest assured what your order will be well packaged so it arrives in tip top condition.

Specifically for flowers, we work with a team of couriers who deliver them by hand within 24 hours of them being hand-tied.  They are packaged in special boxes to protect them in transit too.

Can I include a personal message with my order? + -

Of course! With every order you have the chance to add a personal message which will be added to a small gift card to accompany the bouquet.

What if the recipient is not in and I sent it direct to them? + -

The courier will leave a calling card for the recipient notifying them of the attempted delivery and a proposed new delivery date. If this date is not convenient then the recipient can contact the courier depot and re-schedule an alternative delivery date or arrange collection.

If you wish to leave the gift with a neighbour or in a safe place you can add a ‘safe place’ when you add the recipients address but this is at the discretion of the courier.

What is a ‘safe place’ for delivery? + -

For some product (such as flower bouquets) when you order we ask that you suggest a ‘safe place’ so that the courier can leave your parcel in case your recipient is not in at that time. Without a safe place the courier may not be able to deliver your parcel on the specified day. Ideally your safe place should be dry and secured from public access but still easily accessible to our courier. Typical examples include a shed, greenhouse or porch. You can add these details on the checkout page.

Where is my order? + -

Your Dashboard will show you the Scheduled Gift orders that are confirmed and getting ready for delivery. You will receive a text message on the day of delivery as a reminder of the big day, and a confirmation email when it has been delivered. If you need help with tracking the delivery you can contact us on help@underwraps.co  

My order has arrived damaged - what do I do? + -

Within 24 hours of delivery please contact us at team@underwraps.co with the following details: Your name and registered email, plus the delivery name and delivery address, and photos of the damage.

I noticed something wrong on the website / platform - what should I do? + -

We’re still young and always making changes to improve our platform and our service so it’s really helpful to let us know if you spot something wrong (or weird!). Just drop us an email at team@underwraps.co with the details and a screenshot of what you saw too if possible.

Still got a question?

Contact the UnderWraps team on team@underwraps.co