Reviews split between enthusiastic praise for personalised gifts and repeated breakdowns in delivery and support. Many customers describe a smooth order process, straightforward photo uploads, and products they were happy with. Others report parcels that never arrived, tracking that stopped updating, and refunds they say were refused. Overall, feedback swings between very high satisfaction and sharp service failures.
Examples from available reviews (May 2019 – Feb 2026).
Order failed to arrive and company refused a refund.
“Most frustrating experience.”
Jigsaw print was fuzzy and the image was barely visible.
“the picture was all fuzzy could barely see the image!”
Personalised throw restored cherished memories for their mother with dementia.
“I truly can’t thank YourSuprise enough.”
Ordering was simple and customer service resolved a delivery issue quickly.
“they immediately followed it up and I had my parcel within a few days.”
Most negative comments focus on parcels that were not collected or never delivered, along with tracking that stopped moving. Several reviewers describe handovers to couriers that did not complete and later arguments over refunds. On the positive side, some customers mention quick help, successful re-deliveries, and useful follow-up after purchase.
Complaints about value appear less often, but stand out when they do, and are frequently linked to import duties and customs on international orders. Other concerns include receiving the wrong item, getting only a partial refund, or products customers felt were not described accurately. A small number of reviewers point to fair prices paired with good quality.
Customers often say the website is easy to use, with a simple photo upload process. Several reviews mention quick checkout and accurate tracking when orders run normally. A smaller group notes unclear size guidance or product choices that felt misleading during selection.
Quality issues commonly involve weak print results, colour changes, scratched or stained items, and names or stickers that peel off. Many other reviews, though, praise clean engraving, attractive packaging, and photos that match what they expected. A few reviewers also report food or material problems they found unacceptable.
Some customers mention steady updates and support that quickly rearranged deliveries. Others describe rude or dismissive responses and staff who would not accept problems with production mock-ups. Several reviews point to different outcomes depending on who handled the case.
Feedback shows a sharp split between five-star, emotional gift moments and one-star failures in fulfilment. Positive reviews focus on on-time delivery and personalised items that felt meaningful. Negative ones describe lost parcels, slow fixes, and disputed refunds, which heavily shape overall impressions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (76) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 2026
Package delayed and not delivered, courier choice blamed.
“Sitting here on the 16th without any package.”
Package delayed and not delivered, courier choice blamed.
“Sitting here on the 16th without any package.”
Custom suitcase photos were pixelated and print looked like a frame.
“the photos on the suitcase s we're very pixelated”
Custom suitcase photos were pixelated and print looked like a frame.
“the photos on the suitcase s we're very pixelated”
Order failed to arrive and company refused a refund.
“Most frustrating experience.”
Order failed to arrive and company refused a refund.
“Most frustrating experience.”
Valentine's order did not arrive despite promised delivery and tracking claims.
“It is now evening of the 13th and nothing has arrived”
Company failed to deliver and refused to refund a missing Valentine's order.
“They will take your money and not send what you have ordered.”
Shipping failure by GLS meant I didn't receive my personalised Valentine's gift.
“I ended up without a Valentine’s gift due to GLS”
Shipping failure by GLS meant I didn't receive my personalised Valentine's gift.
“I ended up without a Valentine’s gift due to GLS”
Positive work experience and a smooth personalised gift purchase.
“everyone is so dedicated, hardworking, and genuinely friendly.”
Positive work experience and a smooth personalised gift purchase.
“everyone is so dedicated, hardworking, and genuinely friendly.”
Jigsaw puzzle arrived quickly and exceeded expectations.
“The gift was better than I expected, the service was outstanding.”
Jigsaw puzzle arrived quickly and exceeded expectations.
“The gift was better than I expected, the service was outstanding.”
Order arrived on time with accurate tracking and satisfied recipient.
“the tracking was spot on.”
Order arrived on time with accurate tracking and satisfied recipient.
“the tracking was spot on.”
Bright pink image printed incorrectly as green and grey.
“print came out green and grey”
Bright pink image printed incorrectly as green and grey.
“print came out green and grey”
Chose a colourful picture intended for printing for a Valentine's gift.
“I ordered for a valentines chose a picture that was most colourful lots of pink so would better for printing”
Fast shipping but the personalised lamp arrived scratched and stained.
“the article came scratched and with some stains on the glass.”
Fast shipping but the personalised lamp arrived scratched and stained.
“the article came scratched and with some stains on the glass.”
Order still not received after nearly two months waiting.
“still havent received order been nearly 2 months waiting”
Order still not received after nearly two months waiting.
“still havent received order been nearly 2 months waiting”
Consistently excellent products and reliable delivery timing.
“Excellent products and top quality every single time!”
Product quality is excellent and deliveries are reliably on time.
“Excellent products and top quality every single time!”
Photo throw rekindled memories and was deeply appreciated.
“I truly can’t thank YourSuprise enough.”
Personalised throw restored cherished memories for their mother with dementia.
“I truly can’t thank YourSuprise enough.”
Jigsaw print was fuzzy and the image was barely visible.
“the picture was all fuzzy could barely see the image!”
Personalised umbrella was a very emotional and well-received gift.
“She cried when she opened it, she loved it so much.”
Personalised umbrella was a heartfelt, well-received farewell gift.
“She cried when she opened it, she loved it so much.”
Good product quality and prompt response resolved a stuck parcel.
“When I had trouble with my parcel getting stuck I reached out and they immediately followed it up”
Ordering was simple and customer service resolved a delivery issue quickly.
“they immediately followed it up and I had my parcel within a few days.”
Purchased a lovely item for mum's 80th, expecting delight.
“Lovely item...purchased for my mum's 80th Birthday”
Item appeared lovely and expected to delight mother on her birthday.
“Lovely item...purchased for my mum's 80th Birthday”
Prompt responses and consistently excellent product quality over years.
“Always prompt with responses and deliver excellent quality products.”
Customer service is prompt and product quality consistently excellent.
“Always prompt with responses and deliver excellent quality products.”
Multiple orders arrived on time and as expected; very satisfied.
“Many things bought from here, all came on time and as we expected!”
Multiple purchases arrived on time and met expectations.
“Many things bought from here, all came on time and as we expected!”
Wrong size mug sent and only partial refund offered.
“they sent me the wrong size mug - wouldn't refund me, only the difference.”
Ordered internationally and recipient in Austria received the gift successfully.
“I'm very satisfied with your service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
YourSurprise is an online retailer focused on personalised gifts and customised products. It sells photo-printed items, engraved glassware, custom textiles, and novelty gifts for birthdays, anniversaries, and seasonal occasions. Customers upload images and text in a web-based configurator and can pick packaging or gift options at checkout. The company ships within the country and internationally, with standard and tracked delivery options.