Your item will arrive in a metallic bubble envelope. If you require gift wrapping of an item please contact us directly as this is an extra charge. Gift messages will be printed on Etsy forms. We cannot hand write gift messages at this time.

Since leaving the EU Pepper Letter Ltd is not responsible for any customs and VAT due on the purchase. The buyer is responsible for this payment. Customs fees will vary from Country to Country. Any buyer from the EU will be responsible for paying import VAT before delivery of their goods. This is currently 20% of the purchase price and is collected at checkout. USA Customers are not affected.

UK Standard postage (Free) is sent by Royal Mail 48 hour post. There is no tracking available for this. The code linked to your order is for delivery confirmation only. This method is used to keep the costs down for the customer.

UK buyers, if you require tracked shipping please purchase the special delivery option.

If the customer inputs an incorrect address we are not responsible for reshipping charges and this cost will be passed on to the customer. As items are personalised we are unable to offer refunds if an incorrect address is provided.

For all international shipments we use a tracked courier. We are not able to send any shipments out via standard untracked methods.

We are not responsible for customs delays or charges.

If the customer inputs an incorrect address we are not responsible for reshipping charges and this cost will be passed on to the customer. As items are personalised we are unable to offer refunds if an incorrect address is provided.

We are unable to offer returns or exchanges on all personalised items unless the item arrives damaged.

Where a buyer states an item has arrived damaged, the item(s) must be returned for inspection by our team. Refunds/exchanges are processed at the discretion of our store. If it is determined items have been damaged intentionally by the customer, there will be a fee to ship items back out.

We will use our expertise to place the monogram in the best position on our croc products. This may vary slightly from product images due to the natural breaks in the pattern.

We can currently process personalisations on one line, consisting of 9 characters of either English letters both upper and lower case, numbers, the heart symbol, and the punctuations "&" and full stop.

On all our cases we will emboss your monogram exactly as you type this, so please make sure your embossing is correct. If an error has been made please get in contact with us within an hour of ordering to change your request.

We will also select the font size based on the number of characters/product size.

If you have a specific request please get in touch.

Please note due to screen resolutions the colour of the case may vary slightly.

As a seller we are not responsible for any further customs charges upon receipt of your item.

It doesn't happen very often but unfortunately some items may be subject to customs delays that we are not responsible for.

Please ensure you carefully check that you have ordered the right size case. On all personalised items we are unable to accept exchanges if the wrong size case is ordered.

In 2019 Germany’s Packaging Act VerpackG came into effect, imposing requirements on online retailers selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).

Our Company Pepper Letter Ltd is registered at the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR) with registration number DE2505021609742. My Dual System Licensing partner for the collection, sorting & recycling of the packaging is ACTIVATE by RECLAY.

As a consumer please ensure that all received packaging is disposed of in the right recycling containers, Blue for all paper & cardboard and Yellow for all plastics.