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
Order not received and reported returned; refund has been requested.
“Never received my order. Have been told it was returned to them.”
Happy with delivery and products; gift recipient was pleased.
“I have shopped on the Danish side and I am happy with both the delivery and my products.”
Customer experienced rude, uncaring support and will not buy again.
“Very bad service. Careless rude support.”
Shipment reached destination country but local delivery failed and was poorly handled.
“shipment arrived at the destination country, but no delivery made”
Engraved glasses arrived poorly packaged and names were barely visible.
“you could barely see the name on them, small and transparent!”
Advent calendar delivery delayed and phone support was rude.
“Ten days later called to ask for update and the cheeky thing on the phone stated I should have bought one sooner.”
Engraving was poor and customer service offered an insufficient refund.
“the engraving was very badly done”
Order was late, refunds delayed and customer service poor.
“Never received my order despite it being over a week late.”
Personalised brownie bottles lacked ingredients and instructions; service was inadequate.
“to find no ingredients or instuctions on the bottle”
Delivery was late and customer service was noisy and unhelpful.
“customer service really do suck.”
My all time personalized gift shop. My recent purchase was a personalized leather wallet and socks that I gifted my husband during our anniversary. I was very delighted when I received the gifts, everything was well crafted. It looked better than I expected; much thanks to the customer service team for being keen on details. Nothing was amiss. The wrapping was exceptional and the delivery was fast. My husband loves the gifts and my small son says he wants a similar package for his birthday. I can only say I got value for my money which is the reason I will order from you again and again.
Consistently accurate, high-quality items with reliable delivery and good resolution.
“The best site I have ever shopped from.”
Recipient received wrong item; replacement arrived late and refund was denied.
“They didn't refund the money and send a replacement 1 week after her bday.”
International Mother's Day order failed and customer service was unhelpful and defensive.
“label was created but not yet in the system”
Order couldn't be cancelled when Black Friday sale began and support was dismissive.
“I tried to cancel my order after finding out about the sale but it was too late”
Company refused to correct mistakes in an order.
“Company not willing to rectify mistakes.”
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.