FAQs
If you have any questions about ordering, delivery & returns or product information, please see our frequently asked questions below, or click the contact button at the bottom of this page to get in touch.
Help with Ordering
Please let us know as soon as possible if you need to make a change to your order so we can amend the order before it's dispatched. Once an order has been dispatched we're unfortunately not able to make any changes.
Please click here to email us about changing your order
Change delivery address
If you need to change the delivery address on your order please let us know as soon as possible so we can amend it (don't forget to let us know if the delivery name needs to be changed as well).
Change billing address
Unfortunately we're not able to change the billing address as this is linked to the payment provider.
Please note: PayPal automatically copies the delivery address to the billing address (we have no control over this, it's just something they do to speed up the checkout process). However, we don't include any pricing or billing details with our orders as so many of them are gifts, so rest assured the recipient won't see it (and of course PayPal have the correct billing address in your PayPal account, so it won't affect the payment).
Change items on the order
If you need to add or change items in your order, please let us know as soon as possible.
Add or change a gift message
To add or make changes to a gift message, please email us the message text and we will add it to your order if it hasn't been dispatched.
Change delivery service
If you'd like to change the delivery service on your order, please let us know as soon as possible so we can advise the options available to you.
Cancel order
If you need to cancel your order, please get in touch as soon as possible so we can action this before it is dispatched.
We are always happy to cancel and refund an order as long as it hasn't been dispatched.
Please click here if you wish to cancel an order
Once an order has been dispatched we regret it's not possible to cancel it, but you are very welcome to return it to us for a refund.
You can add a gift message on the product page before adding the item to the basket (this means that if you're buying more than one gift, they can each have a separate gift message). We will hand write your gift message on an Angel & Dove gift card with a white envelope.
Can I add or change a gift message after I've placed my order?
To add or make changes to a gift message after an order has been placed, please email us the message text and we will add it to you order as long as it hasn't been dispatched.
We are happy to provide a VAT invoice if you require this for your business records.
Please click here to request a VAT invoice
If you're a business operating in the funeral industry, a charity, hospice or NHS Trust, you may be interested in our Wholesale Store.
Delivery & Returns
You'll find a link to the delivery tracking in our dispatch notification email. Alternatively, you can login to your Angel & Dove account where you'll be able to see the status of your order and delivery tracking.
When can I expect my delivery?
Orders are dispatched the same day if ordered by 2pm UK time (Monday to Friday excluding bank holidays). Orders placed after 2pm are dispatched the next working day.
Standard Delivery - 3-4 working days
Express Delivery - 1-2 working days
For international orders, please click here for expected delivery timings.
The tracking says delivered but I can't find my order
If the tracking shows your order as delivered, please check in case it's been left in a safe place (e.g. behind a wheelie bin, in a porch or garage), with a neighbour, or has been taken in by another member of your household, as this is often the case when an order appears to have gone astray. If you still can't find it, please contact us so we can assist further.
Need more help?
If you need more help with your delivery, please click here to contact us.
To find out more about our UK and International delivery options, please click here.
We can ship to Northern Ireland but we're not currently able to ship to the Republic of Ireland / EU from our website.
However, we can ship to Ireland / EU from our Etsy store (as Etsy collects the EU VAT at the checkout).
Yes, we offer Standard and Express international delivery options.
Standard International Tracked Delivery - This tracked air mail service takes around 7-10 working days.
DHL Express Courier - This fast, tracked courier service with a signature on delivery takes 2-3 working days to the USA, 2-4 working days to Canada, and 3-5 working days to Australia and NZ.
For more information on international delivery costs and timings, please click here.
We have a no fuss returns policy. Simply return the item in unused condition within 30 days of delivery. Return shipping is paid by the customer unless a product is damaged or faulty.
Print a return shipping label though Evri
Please click below to start a return (enter retailer name: Angel & Dove)
https://www.evri.com/return-a-parcel
Alternative return method
If you prefer to use a different postal service, you can return the item to our office address below:
Angel & Dove Ltd
Unit 6 Oriel Court
106 The Green
Twickenham
TW2 5AG
Please use a tracked postal service and include your name and order number so we can process your refund as quickly as possible.
If you need any assistance with your return, please click here to contact us.
We are so sorry that your order didn't reach you in perfect condition. If you have received a damaged or faulty product, please send us a photo and let us know the date you need it by, and we will arrange for a replacement to be sent out straight away.
Product Information
What size are your memory books?
We offer two sizes of memory books as follows:
A4 Memory Book - 31 x 21cm (12 x 8.5 inches) landscape format
A5 Memory Book - 22 x 15cm (8.5 x 6 inches) landscape format
What colours are available?
Our memory books are available in Ivory (cream) with black text or Black with silver text. We also offer signs to match our memory books in ivory or black, which are perfect for creating a memory table at a funeral or celebration of life.
What is the paper like?
Our memory books contain thick ivory artist-quality cartridge paper, so you can write on both sides of the page with no bleed through. The pages are unlined so you can use them for writing, drawing, or for sympathy cards, photos or other mementos such as an order of service or thank you cards. The robust spiral spine means it can be laid flat on a table for ease of writing.
Can your memory books be customised?
Due to the metal block embossed print technique used on the textured hard-back covers, it's not possible to customise or personalise the cover design. However, there is a space on the first inside page where you can add a name, as shown in the product photos.
How do I tie the bow on my memory book?
We recommend adding the bow after the book has been completed to keep the ribbon in perfect condition. This video shows you how to tie the ribbon so it looks its best - http://bit.ly/memory-book-bow
Are these memory books exclusive to Angel & Dove?
Yes, we designed them ourselves and they are made in England.
Can your balloons be filled with helium?
Yes, our funeral balloons are suitable for helium or air inflation.
If you want the balloons to 'float' they will need to be inflated with helium. Most party shops offer a helium inflation service or you can buy a disposable helium canister on Amazon or eBay and inflate them yourself.
As latex balloons are more porous than foil balloons (which are actually made from plastic and aren't biodegradable), they should be inflated on the day that you plan to use them. If you need to inflate them in advance, there is a product called Hi-Float which coats the inside of the balloon, enabling it to stay afloat for several days. Party shops will usually offer Hi-float as an add-on service, or you can buy it on Amazon if you're inflating the balloons yourself.
Do you sell balloon string?
Yes we sell biodegradable paper string and cotton baker's twine. We don't sell traditional plastic curling balloon string as it's not biodegradable.
What colours are available?
Our You Are Loved and Forever In Our Hearts balloons are available in White, Red, Yellow, Blue, Purple, Pink and Rainbow Mix. Our In Loving Memory and Celebration of Life balloons are only available in White.
Are your balloons biodegradable?
Our professional-quality balloons are made from natural rubber latex which comes from the sap of the rubber tree and is 100% biodegradable. Please always dispose of balloons responsibly - we say treat them in the same way that you would biodegradable food packaging.
Balloons are great for decorating a venue or memory table. However, we don't support funeral balloon releases - if you wish to release something into the air, we recommend using our Bubble Mix Favours instead. These are popular with adults and children alike, and create a lovely opportunity for guests to gather and watch the bubble 'kisses' drift up into the sky and float away.
Can I add a gift message?
Yes, we can include a free handwritten gift message on an Angel & Dove gift card. Or you may wish to have it written on a card from our selection of sympathy cards.
Do you offer gift wrapping?
Our sympathy gifts are beautifully presented in ether a gift box or gift bag, which is included in the price.
Can I send a gift directly to the recipient?
Yes, simply add the recipient's name and address as the delivery address at the checkout, and don't forget to add a gift message so they know who the gift is from. Take care if using express payment methods such as PayPal or ApplePay as they may add your own address by default.