I have lost my log in details, what do I do?

Go to the login page and you will see 'I have forgotten my password'. Tap on this and you will be taken to the password reset page. Enter your email address and tap on 'Retrieve My Secret Question' which will bring up your security question. Enter the answer to your secret question and tap 'Reset Password'. Note that your answer is case sensitive and it will not be accepted if you get it wrong. The App will then change your password to be the same as your answer to the security question. We strongly advise that you change this password to something more memorable as soon as possible.

I can't log in to the App, what do I do?

Before contacting us, please make sure that you are entering the correct email and password, and that your password is in the correct case. If you are still having problems then either complete the Contact Us form, email us directly at customer.service@funkypigeon.com and we will be more than happy to help.

How do I personalise a greetings card?

With our simple step by step process it is easier than ever to personalise and create the card you want. Using the Next and Back buttons you will be taken through the full process and this makes it easier to view and alter each part of your card. To summarise, the steps to creating your own personalised card are:

Choose Personalised Cards from the menu

Choose the card range you want - Birthday, Thank You, Kids etc

Select the card from within the range by sliding your finger up and down the shelf, then tapping on the selected card to load it.

If you have chosen a photo upload card tap on the photo area to add the photo.

Now personalise the cover text by pressing on the pencil.

Next press the next button and fill in your inside text

Choose the card size and number of cards you want

Select your delivery options

Choose a postage option, despatch date and select your delivery options

Once the product is in the basket, press the edit gift button to add chocolates, stamps and gift cards (UK only)

And finally, process your payment using our secure checkout facility.

When you personalise the inside of your card, if you want to ensure that your card prints exactly how you want then use the 'return' button to tell the system when to start each new line. If you do not use 'return' and type continuous text instead then when the text is sized to fit the card (square, A4, A5 or A6) the layout may not be exactly as you want.

How do I personalise a postcard?

As with greetings cards, we have developed an easy, step-by-step process to help you produce your personalised postcards.

Choose Postcard from the menu

Choose the postcard range you want - General, Moving House, Invitations etc

Select the postcard from within the range by sliding your finger up and down the shelf, then tapping on the selected card to load it.

If you have chosen a photo upload card tap on the photo area to add the photo

Now personalise the cover text by pressing on the pencil.

Next press the next button and fill in your inside text

Choose the card size and number of cards you want

Select your delivery options

Choose a postage option, despatch date and select your delivery options

Once the product is in the basket, press the edit gift button to add chocolates, stamps and gift cards (UK only)

And finally, process your payment using our secure checkout facility.

How do I add my photograph to a Photo Upload card?

Our App accepts photos from the camera roll, facebook or you can take a new picture and upload it straight into your personalised card. If you want to keep the photo on the device then first take the picture using the camera then use the Funky Pigeon App to upload the photo from the camera roll into your chosen card.

Can I get a blank envelope with my greetings card?

If you choose to have the card sent back to you it will arrive in an outer envelope with a blank envelope inside, ready for you to either send on or deliver by hand.

Can I send cards to someone other than myself?

If you would like to send the card direct to the end recipient, please choose this option on the 'Addresses" screen. You can then either choose one of your existing contacts to send the card to or enter a new recipient using the plus button on the orange direct line.

What are the different payment options that I can use?

Prepay; £10 minimum with £2.50 bonus credit. You can also select £20, £30 or £40 and you can add this to your account at any time. Choose the 'Pigeon Prepay' option in 'My Account'. The benefit of Prepay is that with every top up you make, we add extra bonus credit to your account.

Pay with a Debit/Credit card; simply enter your payment details into the secure form when prompted at the checkout. We accept most popular credit and debit cards.

Why am I having payment problems?

If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it's often easy to enter a wrong CV2 / security code or expiry date. If you get the problem then contact us and we'll assist you. If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know about the problem. If the page is stuck on 'processing payment' and nothing is happening it may be that the payment has failed due to a time-out error. This is when your browser drops the connection during your payment, and does not give the payment page enough time to process the transaction. You can always email us to check if the payment has been successful or you check yourself by going to 'My account', followed by 'Order History'. If the card is there at the top of your Order History list, then the order has been successful. If for any reason the payment has failed, your order will remain in your basket so you will not lose your order.

Are my personal details secure?

Security is extremely important to us and we are committed to protecting your privacy. We are registered as required under the Data Protection Act 1998 and our site is protected by the latest security and antivirus software. We do not sell or give away any customer details to any third party company unless you explicitly give permission.

I've noticed a mistake; can I change or cancel my order?

Please contact us using the Contact Us form, email us directly at customer.service@funkypigeon.com and we will be more than happy to help. Please note that if your order has already been processed and sent to our printing department we may not be able to change or cancel your order.

What is the despatch date?

The despatch date is the day we POST the item and NOT the day it will be delivered and your order is likely to arrive much faster if you use a postcode in your address.

Can you post products abroad?

We can send cards, notebooks and posters to any address worldwide but please ensure you leave ample time for delivery especially in the lead up to Christmas. Please see Delivery Options section for details of our postal prices. As with all addresses you enter, please ensure that full and accurate details are included.

When will my order be sent?

If you placed your card order before 5pm we promise to despatch it the same day. If your order was placed after 5pm it will be sent the next working day unless it is a Friday where it will be sent Monday (excluding Bank Holidays). Gift and flower orders are not applicable to the extended cut off hours for same day posting. We reserve the right to revert back to our original 2:00pm cut off same day despatch during seasonal peaks such as Christmas, Valentine’s Day, Mother’s Day & Father’s Day. You can also specify a date for us to despatch the card so that it arrives when you want but please allow for possible delays especially at busy times.

My order still hasn't arrived!

All our cards are sent First Class via Royal Mail who undertake to deliver 93% of first class items the next day with the rest possibly taking up to 5 working days to arrive. If you have still not received your card after 5 days please email us directly at customer.service@funkypigeon.com and we will be more than happy to help.

What are the delivery options that I can choose from?

Postage Option Price
Standard First Class £0.85 - £1.20
UK Next Working Day £6.75
UK Next Working Day Before 9am £12.95
Airmail Rest of World £1.50 - £3.75

How much do your Cards cost?

The price of our cards is shown as you choose your card size. However, the prices are:

Card Type Price
A5 card £3.29
A4 card £5.99
Square Cards £3.29
A6 card £1.79 - £1.99
Postcards £0.99

A breakdown of the price, along with any discount details and P&P costs is always displayed in your shopping basket before you checkout.

Why does my Order Confirmation not show the correct personalisation?

When receiving confirmation emails please be aware that the image you see is a template design and does not always include all of the personalisation details. This does not mean that the product you have ordered will be wrong.

My order has arrived and is incorrect

At FunkyPigeon.com we hope that every customer is happy with the quality of their order. However if there appears to be a problem with your order please contact the customer services team as soon as you are aware of it. We will need your order number and registered email address to resolve any queries you can have so please include this in your communication. If you also include information about the fault then this will help with a speedy resolution.

How do I track my order?

Please visit the website where all of your order information is saved in your Account under the section Order History. This section will show you the progress of your order until Despatch. If you selected and paid for a Next Working Day delivery these orders can be tracked using the Royal Mail tracking number. Please email customer services to obtain this tracking code.

Will all the items in my order be despatched together?

If your order only contains cards and you have selected “Send Back to Me” then YES they will all be placed in one package and despatched together. If your order contains different Gifts or any other printed products then NO they will not be despatched together. Many of our items are despatched from separate locations therefore we cannot guarantee that all items will arrive together.

I logged into facebook but cannot find the logout

When you log into Facebook through the app we will store that information securely and privately so that you don't have to do it again. This is to try and make your experience as quick as possible. If this is not to your liking please login to Facebook on your computer and select "account settings" on the left of this page you will find a tab entitled "apps" then find the "funkypigeon" app and remove it.

The App isn't working properly?

If you are having difficulty using the App or have received an error message please check the following;

Is your wifi or 3G connection still functioning properly - check to see if other Apps are operating as normal on your device.

Try closing and re-opening the App - this may help to dislodge any glitches which have occurred.

Your mobile device may have a memory issue. If it's a Apple device, double click the device Home button and you will see recently used Apps plus those still running in the background. Press and hold on one of the App icons to display the standard Apple deletion indicator (a circular 'no entry' sign). Tap on the indicator to remove Apps (note that this does not remove them from your device, just from memory). Try Funky Pigeon once again. Android users should navigate to their settings / applications / manage applications / Funky Pigeon App / Force Stop. Then restart the app.

If you have checked everything and still cannot locate the source of the problem please contact us using the Contact Us form, email us directly at customer.service@funkypigeon.com and we will be more than happy to help. To help us resolve the issue, please include the following information;

What task were you performing?

What did the error message that you received say? Try to capture a screen shot of the error if possible (On iOS and Samsung Galaxy devices, use the Home and Power buttons simultaneously to take a screen shot)

What device you are using, the version of the Apple/Android operating system (iOS users: Settings\General\About\Version) (Android users: Settings/About phone/Software information) and the version of the App (use the Info button).

I have ordered cards on the website but they are not shown when I use the App to view my account

We do not have the same range of products on the App as we do on the website. Because of this we have decided that only orders placed via the App can be viewed on the App. Note that all orders can be viewed on the website.

I have added Prepay credit to my account using my mobile device but this is not shown when I check back on the website

Your new credit has been added to your account but you will need to go to another page e.g. dashboard then back to my account for it to load.

Will my Card & Gift be sent together?

Unfortunately we are not able to send cards and gifts together as many Gifts are despatched from a separate location to our cards.The only exception to this rule is if you order a Non Personalised Gift with your Card purchase. In this case the cards and gifts are packed and despatched together. All personalised gifts will be despatched separately.

Why can’t I use my Prepay Account Balance to pay for my Gift?

Prepay can be used to purchases all Cards and Gifts with the exception of Flowers & Gift Cards

Why can I not proceed to order a Gift without completing a Gift Message?

All of our Gifts are sent with a Gift message as part of our service. This means that if you send a Gift directly to the end recipient they will know who the Gift is from.

I have ordered a Gift from your site, why has the Status in my Order History not updated?

Many of our gifts are supplied by external companies and we are not yet able to automatically update the status of your order. If you are at all concerned about the delivery of your order please refer to our Delivery Times or Contact Us and we will be happy to help.

What are reminders and how do they work?

Always sending belated Birthday cards? Forgotten your anniversary five years running? With our Reminder service you will never have to worry again. Simply enter your special dates into your Reminder calendar (in Your Account section) and we will send you a reminder leaving you plenty of time to arrange your card and gift. It’s simple to use and a free service to all our customers.

How do I use a Promotional Code?

All promotional codes need to be entered in the box at the basket stage and the discount will be applied to your order. Please note that only one Promotional code can be used per order and Promotional codes cannot be used in conjuction with other offers. If for some reason your code doesn’t work, please check the expiry date. If it is still valid then contact our Customer Service team who will be happy to assist.

How do I create a PIN?

The first time you log in you will be asked if you would like to create a PIN. You’ll need to enter the same PIN twice to confirm it. From this point on you will be able to quickly log in to the app using just the PIN.

If you answer ‘No’ to creating a PIN but later decide you would like to use PIN login, you will need to delete and reinstall the app. The first time you log in after reinstalling you will receive the prompt to create a PIN.

I’ve forgotten my PIN

If you’ve forgotten your PIN then click ‘Forgotten PIN’ on the login screen. After confirming your email and password you’ll be able to create a new PIN.

How do I change my PIN?

If you’d like to change your PIN you can do so using the ‘Forgotten PIN’ button on the login screen. After confirming your email and password you’ll be able to create a new PIN.

Using PIN login with multiple devices

If you are using more than one mobile device to log into the app you will need to use the same PIN on each one. If you choose a different PIN then you’ll be able to log in using the newer device, but you won’t be able to access the app on your old device until you update the PIN to match the new one.