Frequently asked questions

It's a unique way of showing your appreciation - saying thank you - to anyone who's made a positive difference to the lives of those around them. You get to say thanks anonymously and they receive a beautiful certificate, complete with personalised message… all because they deserve it!

Because we think they're more intriguing that way. Of course, once someone has received a Gratificate and started asking around to see who sent it, there's nothing to stop you from putting your hand up. Or not. It's up to you how mysterious you want to be.

In that case, it's important you give them the heads up that something special is coming. If you know your recipient well, then you'll know how much to divulge in advance so that it has the desired, uplifting effect when they receive it.

The Sentiment includes the following:

• Gold foil embellishment on the crest and all four corners of the Gratificate
• Cover letter, welcoming your awardee to the club
• Accompanying envelope in the same style as the letter
• Standard postage

The Experience adds more luxury including:

• Embossed gold foil on the crest and all four corners of the Gratificate
• Spot UV varnish to highlight its intricate, floral patterns
• Prestigious cover letter on shimmering paper, with a fine-linen texture, headed with a gold foil and debossed crest
• Accompanying envelope, fastened with a stately wax seal
• Standard postage

The Honour adds:

• The Gratificate mounted in a frame of your choosing (note: this option will be available soon).

Not at the moment, but if this is something you'd like to see in the future, drop us an email to contact@deservedit.co.uk. We've got big plans for our Gratificates, so you never know…

Not right now - we're just concentrating on giving everyone a unique way to express their gratitude to friends, family or anyone who's positively affected their lives in some way. If you think we should be doing something else, just let us know by using our feedback form. We'd love to hear from you.

Afraid not. We need you to create an account to record important information to do with each Gratificate, including your payment details, who it's going to, as well as that all-important message.

You don't need to. The Gratificate has been designed to handle all of that for you, so all you need to think about is what you want to say. We recommend creating your message with a word processor like Word or Pages and then pasting it into the message box using Ctrl + V (Windows) or Cmd + V (Macintosh).

We offer various methods of postage - choose the one that stands the best chance of arriving on the day of your choice, just as you would any online delivery. (And if you're sending it to someone you live with, keep an eye out, so that if it arrives early you can squirrel it away…). The date on the Gratificate will be the date the order was placed, so if you would like something different please email us at contact@deservedit.co.uk immediately after placing your order, quoting your order number.

If you're sending a Gratificate to someone in the UK, 2nd class postage is included as standard in the cost of your chosen Gratificate.  You can also upgrade to the tracked or signed for option offered by Royal Mail. If you're sending overseas, you still have some choices - it's just a little more expensive. All postage costs are clearly laid out when you order your Gratificate. (Note that in some countries it's not possible to track an item all the way to the door - see the Royal Mail Country sending guide for more details).

You can buy Gratificates using VISA, American Express or MasterCard.

Once you've created your Gratificate and added it to the basket you'll see the option to add your coupon code. Type it into the Coupon code field and then click the Apply coupon button. For more details please go to deservedit.co.uk/vouchers.

Codes are not case-sensitive but there are several things you can check

• make sure you've typed the code correctly paying closer attention to zeros, ones and fives to ensure they're not the letters o, i, l, or s or the other way round
• make sure there are no spaces at the start or the end
• make sure the code is valid for the product you're trying to buy
• check the expiration date if it has one
• make sure the code doesn't just apply to first time orders
• still having problems? Drop us an email to contact@deservedit.co.uk

This error message is typically generated by your own bank and you should contact them to find out what's happened.

So long as you have cookies enabled in your browser (most people do) once a Gratificate has been added to your basket it stays there until you complete your purchase or decide to remove it.

Once we've received an order and payment has been cleared, we'll send out an email to the address on your billing details to confirm your purchase. These emails go out pretty quickly so if you haven't received one, please check your SPAM folder in case it's ended up there. If you're concerned that your order hasn't gone through, please email us at contact@deservedit.co.uk.

So long as we haven't started to print the Gratificate - yes. To cancel an order, just email us at cancelorder@deservedit.co.uk quoting your order number. Remember that each Gratificate is unique, so if we have begun printing, we won't be able to offer you a refund.

We've worked hard to create the special print effects that make Gratificates something you'll be proud to display, but if you think something's not right with yours, get in touch with us contact@deservedit.co.uk and we'll do our level best to help.

If it's someone you know well, we'd expect it to come up naturally in conversation; but each one also comes with a Unique Gratificate Identifier (UGI) which the recipient can register on our website. When they do, you'll get an email to tell you that it's arrived safely. However, they still won't know who you are, unless you decide to reveal yourself.

If that's the case, we'd suggest you send it to their work address if you know the company they work for; alternatively, perhaps you can - subtly - ask a mutual friend for their home address. If you still haven't had any luck, please email us at contact@deservedit.co.uk or via our Contact Form and we'll try and do some detective work on your behalf. We'll need at least a phone number or valid email address for the person and we can't guarantee that they'll give us the information, even if we can find them. We'll let you know either way.

Understood. But you're not giving them the information, you're giving it to us, and we'll keep it secure on our server and never reveal it to anyone else, except the postman of course. It will only be used to post the Gratificate and never shared with the sender. In that way they remain anonymous and your details remain private. Just fill in the Submit Details form on the website and we'll do the rest.

No - but we'd love it if you did. By setting up an account, you can not only let them know you've received the award and add a personal note of appreciation, but you can also keep track of any other Gratificates you receive - and start sending some of your own to pass on your appreciation to the special people in your own life.

We'll be sorry to see you go, but if you're sure you want to leave us just send an email to contact@deservedit.co.uk telling us that you'd like your account deleted and we'll do it for you. It's a full deletion too (not a de-activation) so all your details and any stored gratificates will be removed. If you decide to come back, you'll need to set up a new account from scratch.