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
Ordered internationally from home and recipient received the gift successfully.
“I'm very satisfied with your service.”
Website was easy to use and product quality exceeded expectations.
“Quick, easy and good quality”
Website was easy to use and product quality exceeded expectations.
“Website was easy to use, product quality is good and delivery exceeded expectations.”
Personalised recipe book ordered for Christmas never arrived and excuses unsatisfactory.
“Ordered a personalised recipe book on the 13th of December and still haven't received it”
Product arrived on time, well presented and high-quality.
“The product arrived in good time and was nicely presented on a box.”
Product arrived promptly, well presented, and of good quality.
“The product arrived in good time and was nicely presented on a box.”
Printed products were poor quality and refund was refused.
“Shocking company. The prints are on poor quality paper”
Company listed New Zealand delivery despite apparently not delivering there.
“If you don't deliver to a NZ or do not want to, you should not include it, on the drop down list of countries!”
International orders to Canada incur excessive customs and tariffs.
“Do not order if you’re from Canada - it will cost more than double your order by the time customs/tariffs are paid”
Cutlery looked better than pictured and the box was nice.
“I thought they are more beautiful than the picture”
Good engraving options, secure packing and prompt delivery.
“Quality of wine glasses is really good & very reasonably priced.”
Reliable custom t-shirts and exemplary customer service resolved sizing issue.
“Their customer service is exemplary!”
Good service and communication; mistake corrected free of charge.
“The service was great, The communication was excellent”
Customer service refused to acknowledge misleading 3D mock-up issues.
“Customer service wouldn’t acknowledge it”
Ordering, delivery and product quality were smooth and satisfying.
“I have always been pleasantly surprised.”
Easy ordering, quick delivery and a good quality end product.
“Easy order / delivered quickly / efficient.”
Fast delivery and delightful magnets which my mum loved.
“These were absolutely delightful and my mum loved them”
Customer service quickly rearranged delivery and were very helpful.
“your customer service team were quick to rearrange delivery”
Received chocolates with earlier best-before date and no helpful contact.
“I was very disappointed to receive Toblerone bites with March 26 best before date.”
Product was high quality, delivered quickly, and reasonably priced.
“Very good quality, fast delivery, nice prices”
Personalised Toblerones arrived as pictured; minor assembly required.
“They came as displayed in the pictures.”
Custom suitcase arrived perfect with a cat photograph as requested.
“I asked for a customized suite case and it’s absolutely perfect.”
Name was applied with cheap stickers and started coming off.
“I paid 50 francs for a name that was poorly stuck on with cheap stickers.”
Easy website and photo upload; pleased with product and delivery.
“Easy to use website, uploading photos was simple, great products.”
Pendant photo was faded, missing chain, and poor quality.
“Picture is so faded, not clear at all. No chain with it.”
After-sales team resolved wrong delivery and I received parcel.
“The after sales service has been amazing.”
Custom clock arrived exactly as requested and met expectations.
“It arrived exactly as I requested.”
Chocolates smelled odd and contained powdered chicken protein.
“powdered chicken protein!!?!!”
A terrible-quality product was sent and no refund has been provided.
“Still no refund forthcoming”
Plate delivered was plastic despite expectation of ceramic and felt mis-sold.
“The plate came today, and it’s PLASTIC!!?”
High import duties made US orders far more expensive than expected.
“$65 order with $95 in import duties to the US.”
Birthday gift not delivered after expected date and review writing restricted.
“its not been delivered event after 4 days :D.”
Personalised Christmas presents ordered were not received in time.
“Order but not received, personalised Xmas presents that it’s too late for now.”
Never received the ordered gift and no communication followed, chargeback initiated.
“Never received the intended gift ordered for a birthday.”
Product arrived slightly late but customer service communicated regularly and helped.
“Customer service kept in contact regularly to update me.”
Order tracking showed courier never received parcel and communications were unhelpful.
“when I track the courier company states they never received it.”
Order placed in August 2024 still not received by mid-December.
“Order August 3 /2024 and until today dec 15/2024 still not received”
Birthday gift likely lost with no tracking updates and unhelpful service.
“tracking is not updated over a week.”
Personalised bags arrived in inconsistent sizes and names were peeling off.
“came in different sizes (wasn’t clear from the website) and also name is peeling off.”
Keyrings looked great and customer care promptly arranged a replacement.
“spoke to customer care at Your Surprise and they were great promised to sort out”
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.