Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at


If you have a complaint with APG Personalised, please first try to resolve the dispute via the contact us page or by emailing: Hopefully any issues will be resolved promptly and to your satisfaction, however, should you fail to reach a satisfactory resolution you can use the European Commission’s Online Dispute Resolution at: in order to identify an Alternative Dispute Resolution (ADR) body to settle the dispute. This is a cheaper and less formal alternative to seeking a claim via the court system.

Most items on APG Personalised are unable to be returned due to their personalised nature.
Where items have been supplied without personalisation and are able to be resold, returns are accepted in accordance with law.

To initiate a return please do so within 14 days of receipt of your goods by email or the contact us page, we provide this model withdrawal form at: EU Model Cancellation Form but you are not obliged to use this.

The price of the item and shipping will be refunded within 30 days of receipt of your goods or evidence that the item has been shipped back. We are unable to cover the costs of returning your goods.

Further information can be found in our detailed Return & Refund Policy.


Buyers are responsible for any customs and import taxes that may apply. APG Personalised is not responsible for delays due to customs.

It is always a good idea to keep this in mind potential customs delays in mind when placing your order for a certain date. 


All our orders are personalised therefore you will be required to enter your personalisation in order to add any of our items to your cart.

Custom orders can be requested and we will do our best to accommodate any requests. You can also feel free to get in touch with any future product ideas.