Big important promises

Terms and Conditions

At I Promise we believe in saying it simply. So here's the legal bit, as clearly as we can put it. If you've got any questions please get in touch at

1. Introduction

These are the terms and conditions for the use of (I Promise). By using I Promise or by buying an I Promise product (an I Promise) you confirm that you have read these terms and conditions and agree and adhere to them completely. If you do not agree to these terms and conditions, we would ask that you do not use I Promise.
We may update or change these terms and conditions without notice so please check this page if you are coming back to the site for the latest version.

2. Trading details

Whenever you buy an I Promise, you will be contracting with I Promise Ltd, a limited liability company incorporated in England under company number 08620906.
Registered office: Peel House, Upper South View, Farnham, Surrey, GU9 7JN
Email address:
Telephone number: 01252732220
VAT registration number: 168057783

3. Ordering from us

3.1. Product description and appearance
We take all reasonable steps to make sure that we show I Promises to you accurately and with correct prices. However, in video and pictures, especially illustrations, in both our marketing material off the site and on the site there may be occasions when I Promises vary from their actual appearance in colour, typeface, layout, size and design. I Promise imagery is sometimes displayed in an aesthetic manner (e.g. mood shots) and may not necessarily be in conformance with the actual appearance of such products. Specifically although we have tried to make sure colour is represented in as faithful a ways as possible we have no control over your personal computer, mobile or tablet device and their settings and therefore disclaim any reasonable discrepancies between I Promises on the site and the actual product. It may also be the case that during our product development we change design elements, including icons used on the cards and site and while we do our best to keep these up to date there may be differences at times between marketing material and actual products. I Promise disclaims all representations and warranties that the content or information on our site is accurate, complete, up-to-date or does not infringe any third party rights.
3.2. Placing your order
When you place an order with I Promise (by choosing an I Promise, personalising it and buying it through our site), we will send you an email acknowledging your purchase. This will confirm your order but is not an acceptance of your order, which only takes place when we send you your I Promise. A 'purchase contract' is therefore made between you and I Promise when we send it to you, rather than at payment. This means in the event of cancelling your order, or if we cannot accept your order, no 'purchase contract' will have been made.
Occasions when we will be within our rights to not accept an order would include:
3.2.1 If, unfortunately, we do not have any stock on which to print your I Promises.
3.2.2 Where we cannot get the authorisation for your payment.
3.2.3 If there has been an error in the price or product description.
3.2.4 If the order for your I Promise contains copyrighted materials for which you have not obtained the permission.
3.2.5 If the order for your I Promise contains personalised material that is judged by us to be threatening, obscene, defamatory, seditious, in breach of confidence or discriminatory on the bases of sexuality, gender and/or race.
3.2.6 If your order for a personalised I Promise contains content that is damaging to the good reputation of I Promise, its staff or contractors.
3.2.7 If your order for a personalised I Promise contains content contains competitor brand names as defined by us.
We reserve the right to cancel your I Promise order at any time and issue a complete refund. This does not affect your statutory rights.
3.3. Personalising your cards and gifts
All I Promises are unique due to the personalisation each one receives from you. Therefore there are elements of I Promises over which we have no control. Therefore, we would urge you to double-check your I Promises are correct to your specification before submitting your order.  While our software will detect empty forms throughout the process, it may be the case that through typos or other mistakes I Promise cards are created without the intended or correct message. Additionally, while we provide a comprehensive list of recommended promises through our Promise Recommendation Database, we cannot guarantee that these are free from errors either. In short, we cannot be held responsible for any errors you determine after submitting your order. On creating your promises should any content be copy and pasted from external sources we cannot guarantee that special characters will be faithfully reproduced in print. 
While we will take reasonable steps to adjust erroneous personalisation in time we cannot offer refunds once materials have been printed, as we will have incurred printing costs through our third party suppliers. 
3.4. Ordering multiple gift products and cards
I Promises are generally bought one at a time so we have designed our site to do this. Therefore it is not possible to buy more than one I Promise at any one time. Instead we ask that you simply buy one I Promise and then restart the process if you wish to buy more. While we will take reasonable steps to deliver I Promises together this may not always be possible, so there may be occasions when multiple I Promises are delivered separately.
If you have a large order of identical I Promises we would be delighted to help you with this. Do get in touch at
3.5. Payment
I Promise lets you pay for your I Promises using credit or debit cards supported by PayPal.

4. Supply and pricing of goods

4.1. Supply of Goods
Currently all our I Promises are supplied and despatched from the UK by a variety of in house and third party production facilities.
4.2. Prices and sales tax
All prices shown on the website include sales tax at the current rate if applicable. Specific details regarding sales tax are outlined below:
The price of goods includes VAT at the prevailing rate.
4.2.1 We may at times offer voucher codes for the reduction of a price on an I Promise. We reserve the right to withdraw these at any time. Voucher codes cannot be used when buying sale items and only one may be used per order, per person, per household. 
4.3. Postage and packaging charges
At I Promise we include postage and packaging charges in our prices stated on the site. However, there may be additional costs for I Promises that need to be sent Next Day Delivery or abroad, i.e. outside of the UK. These prices will be shown separately during the process. We reserve the right to change our postage and packaging prices with no notice.
4.4. VAT Receipts
In most cases your email order confirmation will have all the information needed for a simplified VAT receipt in line with the recommended guidelines. However, if you need a Full VAT invoice, these are available by email to Please allow up to 15 working days for these to be sent.

5. Delivery

We invented I Promise because we wanted to make the special occasions in people's lives even more special. Therefore, it's really important that everything arrives on time for that special occasion. However, unless you opt for Next Day Delivering within the UK we do not have any control over the speed of your delivery and therefore advise leaving a reasonable amount of time to receive your goods. We are not liable for any I Promises which are not received in time on standard delivery or because of errors in the delivery address.

6. Returns

As I Promises are all unique we cannot accept returns and cannot offer refunds unless the product is reasonably different from your order. If you feel that this is the case please contact where we will help you as best we can.

7. Use of 'Promises'

We reserve the right to use, modify and market any 'promises' - the personalised parts of an I Promise - you submit to the site while making your I Promise. We may use submitted promises in our Promise Recommendation Database to improve the overall site experience; marketing materials, social media, internal and external presentations to show the various types of personalised promises that are available; and in any other products we sell. We will, of course, anonymise any promises with personal information. By using the site you agree that all submitted promises are the intellectual property of I Promise. 

8. I Promise fulfilment 

While we provide the tools, inspiration and manufacturing process to make a personalised I Promise, we cannot be responsible for making sure the giver fulfils one, more or all of the promises that our recommendation software has suggested or that you have written on the site ('suggested or created'). We disclaim any and all responsibility for the negative outcome of any promises undertaken, this includes any harm, offence, damages or disappointment received as a result of an I Promise suggested or created on the site. 

9. Liability

I Promise shall not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when the purchase contract was formed. 
Nothing in these terms and conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence or wilful misconduct.
I Promise will not be held responsible for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure arises from any cause which is beyond our reasonable control. 
I Promise does not make any warranty that the web site is free from infection by viruses or anything else that has contaminating or destructive properties despite all our reasonable attempts to safeguard you from that. I Promise will only be liable for loss up to a maximum total of the price of the product purchased in respect of any claim.

10. Privacy

In using I Promise you may be asked at to give us information about yourself, about the person for whom you are purchasing a gift and your financial details needed to process payment for your I Promise. We may store some of this information on our databases for a legal period. We do not sell, trade, or rent your personal information to third parties and take all reasonable steps to protect it. All your information can be organised in the account section.

11. Governing Law

These conditions are governed by and construed in accordance with the laws of England. We both agree to submit to the exclusive jurisdiction of the courts of England.