FAQs - Frequently asked questions

At makeyour.com, we believe in the power of personalization and exclusivity, but above all, in the value of quality. All the products we offer are private label, which means we work directly with artisan producers who customize our products without labeling them with a traditional "brand."

Our unique approach offers numerous advantages:

Instead of working with a traditional distribution model, where various intermediaries take their margins, we purchase directly from our producers. This means we can offer a broader budget and more favorable terms than traditional buyers. By following this method, our producers not only have a larger budget to invest in production but also have the assurance that they won't be commercially exploited, which has a significant impact on the quality of our products. We are highly selective in choosing our producers and only collaborate with a limited number of partners with whom we build long-term relationships. This strategy contributes to the consistency and high quality of our products.

Moreover, our approach allows us to invest more in the product itself rather than in marketing. A concrete example of this is the budget allocated to our wineries for the grapes used in our wines. By providing them with a larger budget, they can be more selective during the harvest, which has a significant impact on the quality of the wine. As an end customer, you will receive a higher quality bottle of wine for the same average purchase price.

Our partners are predominantly small to medium-sized producers who have a true passion for their products. They appreciate being able to fully focus on the production process without worrying about distribution, marketing, and sales – aspects that are often not their strong suit.

At makeyour.com, you are not just purchasing a product; you are investing in a piece of craftsmanship that is produced with passion, attention to detail, and respect for the producer. Every product we sell is unique, personalized, and of the highest quality.

Yes! You can save your design both at the design stage or in the shopping basket for later. This allows you to make changes or complete the order later if required. In your account, you can find all your designs under your designs and you can also give them a specific name so that you can quickly find the correct design.

Yes, by default you can choose from our templates that you can personalise in our online tool but you can also upload your own design via the "upload your own design" functionality at the design stage of the ordering process. To create your own design externally, you can find the necessary instructions and source files via the following link.

Yes, in the shopping cart, you can click on the "duplicate" button to duplicate an existing design and if required convert it into another product.

When placing your order, you can select the option to add an image to your design via the plus at the bottom of the design tool. A 2nd option is to already select a collage label when selecting your template that you wish to personalise. This is because these are templates specifically designed to provide an image in the design.

When placing your order, you can select the option to add a scratch label to your design via the plus at the bottom of the design tool. A 2nd option is to already select a scratch label when selecting your template that you wish to design. This is because these are templates specifically designed to provide a scratch layer in the design.

When placing your order, you can select the option to add a qr code to your design via the plus at the bottom of the design tool. A 2nd option is to already select a qr code label when selecting your template you wish to design. This is because these are templates specifically designed to provide a qr code in the design.

Yes, it is possible to use your basic template to create several custom templates at once with, for example, a specific name, number or date on each product. To do this, you can use the "Text variations" feature of our tool in the product design canvas. Please note that it is only possible to customise one variable per product and that this functionality is only available during the initial phase of the design process. If you save the design and modify it later, this functionality is technically no longer available.

Yes, once you have designed your product you will be given the option to add a gift box. Upon shipment, your product will also already be sent in the gift box.

For sure! Your ordered product will reach the lucky one as a nice present.

That is perfectly possible! When you place your order, you will find this option in the optional extras section of the ordering process.

Yes! When you place your order, you can indicate at the checkout that you would like to pick it up from us (Industriepark 13, 9031 Drongen). In this case, you will receive an email with the time when you can pick up your order. Pickup is always possible on weekdays between 9 am and 5 pm.

Yes, during the ordering process you can provide a different address for delivery than the billing address. If you enter the details of the third-party recipient at this address, the shipment will be delivered there.

If you would like us to deliver your order on a later date, please send an email to [email protected] stating your order number and the preferred delivery date. If the order is not yet in production or processing and we can process your email in time, we will reschedule the delivery of your order to the desired date. In most cases, this process goes smoothly, but we cannot guarantee it 100%. This is because the order is automatically processed during the next production cycle (every weekday at 9 am), and we need to manually process customer emails. Please also note that if there are any delivery delays, we can only deliver on Monday, Tuesday, Wednesday, Thursday, and Friday, excluding certain holidays. If you have any questions or concerns, please feel free to contact our customer service at [email protected].

No, everything is done via e-mail! So no need to worry if you send the package directly to the lucky recipient, they will not see an invoice or order form.

If you're having problems placing an order, that's very frustrating. The ordering process is designed to make your experience as smooth as possible, but for technical reasons, it can occasionally be a bit harder to complete the order. This is very annoying and we are happy to help.

Did you happen to create an account through Facebook registration? This sometimes causes problems that can be solved by creating a new account via email registration on a different email address.

If this hasn't been successful for some time, we've found that it's often possible to solve the problem with one of the following tips:

• Try on a different device or browser
• Create a new account with a different email address
• Don't order the product again from your account, but recreate it.

If these solutions do not help, please send an email to [email protected] so our staff can assist you further. It would be helpful if you could include the following information in this email:

• Summary of the error
• Did you create a brand new design and are trying to order it?
• Are you trying to customize and order an inspiration or collection item, but it doesn't work?
• Have you created and saved a design and are now trying to add it to the shopping cart?
• Attach a screenshot of the step before the error and the error message itself.

This way, our team can work on your issue specifically.

Fortunately, in 99.9% of cases, the ordering process goes very smoothly!

If you have a question or need help, you can always contact us via e-mail to [email protected]. If applicable, you can always mention your order number or other details so that our people can help you in a targeted way. Rest assured that you will receive a quick reply.

We accept various payment methods to make it convenient for our customers. You can pay on our website using the following payment methods:

• Bancontact 
• KBC Payment Button 
• Belfius Direct Net 
• Credit Card (Visa, MasterCard, and American Express) 
• PayPal 
• Apple Pay 
• Klarna Pay Now 
• iDEAL 
• Sofort Banking

Choose the option that suits you best during the checkout. We strive to make the payment process as simple and secure as possible.

Si vous pensez que quelque chose s'est mal passé pendant le paiement, il est important de vérifier d'abord votre compte bancaire ou votre relevé de carte de crédit.

Si l'argent n'a pas été retiré de votre compte, il se peut que le paiement n'ait pas été effectué. Dans ce cas, vous pouvez essayer d'acheter à nouveau l'article sur notre site web. Si le problème persiste, contactez-nous et nous ferons de notre mieux pour vous aider.

Si le montant a été débité de votre compte, mais que vous n'avez pas reçu d'e-mail de confirmation de notre part et que le statut de votre commande est "échoué", cela peut indiquer un délai d'attente pendant le paiement. Bien que le montant ait été débité de votre compte, il se peut que le paiement ne nous soit pas parvenu. Dans ce cas, le montant du paiement échoué sera automatiquement remboursé sur votre compte dans un délai de 1 à 2 jours ouvrables. Si vous ne recevez toujours pas votre argent après cette période, ou si vous avez d'autres questions ou préoccupations, n'hésitez pas à contacter notre service clientèle. Nous sommes prêts à vous aider et à répondre à toutes vos questions.

Confirmation emails are automatically sent to the email address you used to place the order. If you haven't received it yet, please check your spam folder. You can always find all the information about your order through your account on our website. If you have any doubts or questions, please feel free to contact our customer service by email at [email protected].

Unfortunately, this is not possible. However, you can still find all the information about your order through your account on our website. You can also send an email to [email protected] with your order number and your question, and we would be happy to assist you further.

As long as the production of your order has not started or has not yet been completed, this is not a problem. Via your account, you can check the status of your order and, if production of your order has not yet started, you can click on "Adjust your design" after having clicked on "View Details" in the order overview. In that case, you can make minor changes to the design, such as adjusting the position of the text or correcting a typographical error. However, the specific composition of a product or your order can no longer be changed.

As long as the production of your order has not yet started or been completed, this is not a problem. Via your account, you can check the status of your order and, if the production of your order has not yet started, you will be able to click on "Adjust your design" after you have clicked on "View Details" of the order. In that case, you can make minor adjustments to the design, such as adjusting the position of the text or correcting a typo. However, the specific composition of a product or your order can no longer be changed.

For sure! Your ordered product will reach the lucky one as a nice present.

As this is a personalised product, shipping takes a little longer than a regular product. However, we do our best to make your personalised product as quickly as possible. And despite the personalised nature of our products, we still have a delivery time within 1 to 3 days depending on the ordering time and delivery location. When you place your order, you will always see the exact expected delivery date. You can virtually assume that this will be the exact time of delivery, but it can happen that our couriers have a delay. In that case, we will always try to inform you as best we can.

No, everything is done via e-mail! So no need to worry if you send the package directly to the lucky recipient, they will not see an invoice or order form.

The invoice for your order will follow automatically via email after the order has been processed. We automatically send it to the e-mail address on which we received the order. If you have missed it, you can always find the invoice of each order via your account on our website in the summary of your order.

Unfortunately, it is no longer possible to change the details of a formatted invoice. An invoice is automatically generated on the basis of the data received when the order is placed. Once the invoice has been created with this data, we can no longer change it as the invoices of our orders are also used when clearing our products for customs & excises. It is therefore very important to fill in the data correctly when placing the order.

Since all our products are personalized products, it is not possible to return them. However, if you have a problem with your order, please contact us at [email protected]. We will be happy to find a solution for you as soon as possible. Your satisfaction is important to us. We do our utmost to provide you with perfect service.

Through your account on our website, you can change the order and delivery address as long as the order has not yet been processed. If the shipment is already in processing or being processed, it may not be possible to change the address details during the initial shipment. If the order is already being processed or processed and shipped, please send an e-mail to [email protected] with the correct delivery details and your order number. If possible, we will adjust these and contact you as soon as possible.

If the delivery is made to your home, we recommend that you be present to receive the order. If you cannot be present, you can also opt for direct delivery to a pickup point in Belgium. You can leave instructions at the door for the driver, who will try to deliver the shipment as much as possible according to these instructions. If the driver cannot deliver the shipment on the first attempt, he will always check if it is possible to deliver the shipment to one of your neighbors or the nearest pickup point.

If the track&trace code you received does not work, there are several possibilities:

• either it has only just been created and you have to wait a while for it to be active with our carriers
• or we had to create a 2nd shipping label during shipment due to a practical reason (weight of shipment, shipment details, technical failure). In this case, you should have received a 2nd track&trace email.
• Or there is a problem at the carrier with your shipment. If you have any doubts or questions, you may always contact our customer service via email to [email protected] so that they can help you further.

If you cannot find your track&trace code, you can always find it via your account on the website under your orders after the order has been sent.

Once your parcel has been collected from us, the track & trace will be updated after the first scan at PostNL & Fedex. Shipments are collected from us daily at the end of the day and the first scan at the carrier will normally take place in the evening or at night. If there is a delay at the carrier and the parcel has not been further processed by the carrier after collection, the track&trace will unfortunately remain on the same status, despite the fact that it did leave us. Fortunately, processing at PostNL & Fedex runs very well and delays are very rare. Additionally, any delays are resolved quickly.

It is therefore unusual and worrying if a shipment has not received an update on the track&trace after 2 working days. In that case, we advise you to contact our customer service department via e-mail ([email protected]), stating your order number and shipment number. Then we can start an investigation for you and find out what went wrong with the delivery so that you can receive your shipment soon.

When a package receives a return scan, it is automatically returned to us. Unfortunately, at that point we can only wait for the package to arrive. Once we receive it, we can schedule a new shipment.

With this type of scan, it is very important to check whether all the provided address details are correct. If this is the case, the new shipment should not pose a problem. If indeed an error was made in the order, we would like you to provide us with the correct delivery details. Since the original order included only one shipment, you will need to pay again for the second shipment. We will send you a payment link with which you can easily solve this problem.

In this case, the carrier has often delivered the shipment to one of the neighbours. We recommend that you check with your neighbours in the first instance. If the shipment is not found, you can always send an e-mail to our customer service department at [email protected] with your order number and tracking number so that we can start an investigation with the carrier. Please note that in these cases we will continue to follow up the shipment closely until it is delivered correctly.

Although we have less than 0.3% damage cases with our shipments every year, thanks to high-quality packing materials and methods, unfortunately, on rare occasions your shipment may still be damaged in transit.

Shipment delivered damaged
If the shipment is delivered but damaged, it is important to send us an email to [email protected] with your order number and shipment number and a picture of the received shipping box with the shipping label visible and a picture of the damaged goods. This is because with this information, our people can take the necessary steps to help you as soon as possible.

Shipment not delivered but damage reported on the track&trace
If the shipment has not been delivered but you see a report on the track&trace of damage, it is important to send us an email to [email protected] with your order number and the shipment number so that our people can do the necessary to help you further as soon as possible.

Yes, given the larger volumes, there are separate rates as a B2B customer, contact us and we will provide you with more information and our rates or take a look at the following page and request a quote or create a B2B account.

Our business customers can place an order with a B2B account and choose to pay via bank transfer at the time of payment. You will then receive the invoice and can make the payment. Due to the personalized nature of our products, production starts as soon as we have received the payment.

Yes, it is possible to use your basic template to create several custom templates at once with, for example, a specific name, number or date on each product. To do this, you can use the "Text variations" feature of our tool in the product design canvas. Please note that it is only possible to customise one variable per product and that this functionality is only available during the initial phase of the design process. If you save the design and modify it later, this functionality is technically no longer available.

Absolutely. It is possible to personalize the gift boxes with your own design. Please remember that a minimum volume of 100 units is required due to production limitations for such orders.

For orders from our business customers, it is fully possible to work with individual product delivery. You can order your products with a B2B account and opt for individual delivery. The best way to do this is to send us an email with your order number and we will send you a template in which you can specify the addresses where the products should be delivered. You then pay a small amount per shipment, depending on the weight and the country of delivery, including shipping costs, protection material, shipping box, and handling charges.

By default, we offer our current range of products and strive to provide a wide selection. Customizing a product is possible; however, please note that there is a minimum volume requirement of 500 units, depending on the specific product, for custom recipe creations.