Help & FAQs

Pear Tree Personalised is a specialist personalised gift and homeware website.  It is owned and operated by Mulberry Bush Ltd, an established mail order childrens's toy and personalised gift company.  See our About Us page for details (and some photos!).

If you have an account with us, once you are logged in, you can:

• View or edit your Details
• View or edit your Addresses
• View Previous Orders
• View or delete Back in Stock Notifications
• View or edit Birthday Reminders
• Amend your Password

If you've ordered before as a Guest, your details are not retained on our website.  To place a new order you will need to enter your address details again, as before - or create an account.

If you have an account with us, you can log in here. 

If you have an account but you think you may have forgotten your password, you can reset your password here.  You will be sent a password reset email.  If you can't find your password reset email, please be sure to check your email's Spam or Junk box.

Note that if when you bought from us previously you checked out as a Guest we will not have retained your details.  You now either checkout as a guest again or create an account.

If you wish to Sign or Log Out from your account you can do this from the menu at the top of the screen.  Depending on the type of device you are using, follow the following steps:

Desktop devices, eg PCs, Macs, wider tablets:

• Click on Account at the top of the screen.  The icon looks like this:

• Now click or tap on Sign Out, at the bottom of the list

Phones and most tablets:

• Click or tap on the Menu icon at the top of the screen.  The icon has three horizontal lines and looks like this:

• You will now see a menu of categories or links on the left of your screen.  Scroll down the menu until you see "Account".  Then click/tap on the "Plus" icon next to Account:

• Now click or tap on Sign Out, at the bottom of the list

If you are using a PC or device that other people may also use (eg in a library), we recommend that you log out after you have placed your order.  But note that after a period of inactivity you will automatically be logged out. 

We offer a number of different delivery options:

• Standard Delivery (free* for orders £75 or over and £3.99 for orders under £75) - typically around 10 days, but see individual items for personalised delivery times.
• Express Delivery* (£6.99) - select this service and we will despatch you order on a Next Day Delivery service just as soon as your items have been personalised.
• Overseas Delivery
• Customer Collection

*UK mainland only, excludes Highlands & Islands. 

Please see our Postage & Delivery page for full details, conditions and restrictions.

The best way to keep up to date with all our latest offers is to subscribe to our email newsletter.  We promise not to go over the top and send too many emails, but this really is the best way to hear about offers and deals.  

Please subscribe to our email newsletter by scrolling to the bottom of this web page. Enter your name & email address, you can unsubscribe at any time by unticking the email newsletter box in My Account or clicking the Unsubscribe button on any email.  

For details about Mulberry Bush sales, new products and all the latest exciting offers, please subscribe to our email newsletter.  You can do this by scrolling to the bottom of this web page. Enter your name & email address.

You can unsubscribe at any time by unticking the email newsletter box in My Account or by clicking the Unsubscribe link on any email newsletter you receive from us. 

We accept payment with the following payment methods:

• Credit or Debit Card (Visa or Mastercard)
• Paypal
• ApplePay
• GooglePay
• Cheque / Postal Order
• BACS (contact us for details)

All the personalised items we make are made to order, and as such are not able to accept returns.  Please see our Returns Page for details

Whilst we check all the items we send, sometimes things can go wrong.  In the first instance, please do not return the item to us.  Let us help resolve the problem for you.  Please phone or email us as soon as possible and we will advise how we can best help. 

It will help us to help you if you can give us the following information:

• Your name, address, postcode & telephone number
• Your order number
• A detailed explanation of the problem, including photos if possible.

Often we can resolve issues without the need for the original faulty item to be returned.  Please note, we are unable to refund returns postage costs unless we have agreed this with you before you return your item. 

Please see our returns page for further details.

Click to see our Terms & Conditions.

See our Privacy Statement and how we comply with GDPR regulations here: Privacy Statement & GDPR

Yes - rest assured, our website is secure.  When you order through the Pear Tree website we comply with the latest Internet Standard encryption technology to protect any personal data that you enter (TLS v1.3).  You will see the padlock sign (or your browser's equivalent) at the top or bottom of your browser window, the first part of our URL will change to https (from http) and (dependent on your browser), the title bar will change colour, when you are in the secure area of our Website.

To be able to take payments online by Credit or Debit Card the Pear Tree website has to pass strict PCI DSS security tests, conducted by an outside certification agency, on a quarterly basis.  No payment or payment card details entered in connection with an order are stored on our website, nor in any database.

Cookies used to be just a Friday afternoon treat we'd all look forward to!  Now they also have a meaning in the world of websites.  To find out a bit about these type of cookies, how we use them on our website and the implications of either allowing or not allowing them, please click here. 

If you wish to review and amend your cookie settings on our website, please click to change your cookie settings.

Mulberry Bush recycle boxes when sending orders and we comply with the WEEE Regulations.  Further details can be found here

If our website doesn't behave as you would expect, the first thing to try is refreshing your web browser (cache) - on a PC you can do this by pressing Ctrl & the F5 keys simultaneously.  See our Browser Guide for more information.  If you're still having problems, please don't hesitate to phone us, we'd be happy to help.

If you've not found the answer to your question in this FAQs list - or if just want some help or advice - please do give us a call on 01403 802802 or email us at [email protected].  We'd be delighted to help!

See near the top of this list of FAQs for our opening hours.