I placed an order for a family member and then realised I had put the wrong name on the personalisation. I emailed in a panic asking for either a change or to cancel my order, but didn’t hold up much hope. Shannon replied stating that the name change was not a problem but would not show up on the invoice. Overwhelmed with appreciation I emailed back thanking them for not only the change but the quick response (within 12hrs). Just amazing customer service which is very much appreciated by a menopause great aunt ordering gifts for Xmas!! Thank you Thank you!! ☺️

Edit: the customer service team were very attentive to my review and have been very helpful in getting me a replacement. Very unhappy - ordered two backpacks for my nephews. One is great, one is very small and flimsy - something a toddler will likely break in a day. The wording on the front looks cheap and overall just not like a great product (baring in mind this one was more expensive). I spoke to support and they said they could do nothing as it was personalised. Baring in mind, the website does not state you cannot return personalised items. I understand it’s personalised and it could not be resold but surely if a product does not match what is expected you’d be able to return it? It’s Christmas time, now one of my nephews gets a great backpack and the other gets a small flimsy item which he won’t even be able to fit anything in. Support stated sizes are on the website, however all backpacks are branded as ‘mini’ or ‘medium’ - which you could then come to the assumption if they are mini they’re the same size and if they’re medium they’re the same size. This clearly isn’t the case and needs to be made more clear. Very annoyed and frustrated as I was going to repurchase a bigger backpack, but now I will not be I’ll be shopping somewhere else.

Bought a shelf and bookcase. The personalisation on the bookcase door was vertical instead of horizontal. A replacement was sent within days. The furniture looks amazing in our nursery!!

I have placed multiple orders over the years and have always found the products to be of high quality, very cute and without issues with delivery etc. This is the first time I have needed to contact customer services regarding the personalisation of a gift given to us and the agent Dorota was very helpful and resolved my query very swiftly. Thank you!

Aleksandra from management was prompt and clear in her response to my email. Thank you.

I received my order of a personalised teddy, backpack and wooden puzzle but unfortunately the bath robe was missing. I emailed them and was amazed to get a response within 10 minutes on a Saturday!!! A couple of emails later and I was informed my item had been sent express delivery courtesy of My 1st Years. Lawrence did it again and provided hands down the best customer service I have ever received, especially considering I wasn’t expecting a reply until after the weekend!! The items are exceptional too. Such good quality and absolutely adorable. Anytime I need a similar gift I won’t even bother looking elsewhere. I can not recommend highly enough.

Well reading the reviews how helpful Lawrence has been and making other peoples Christmas was certainly not my experience. . All my goods arrived without personalisation and despite the order confirmation clearly stating the goods that would be personalised, none of the goods arrived personalised. Lawrence spent more time trying to find excuses and eventually told me only the last item on the order was to be personalised. Their ordering system is very misleading, when does personalised mean not personalised? However even this item was not personalised and Lawrence had the cheek to tell me the item was out of stock and refunded me £3 for the non personalisation. I now have a bundle of Christmas presents for my granddaughter’s first Christmas with no personalisation and Lawrence could not care less!

Good customer service response, a big thank you to LAWRENCE for his help.

I had a purchased a rucksack that was unfortunately faulty, the stitching had come away in two areas. I contacted my 1st years and they were so helpful! The reply was extremely quick and I now have a replacement rucksack on the way. I wasn’t expecting that at all! Other big companies can be so awkward and do bare minimum but 1st years have been excellent. I spoke to Lawrence who was very good.

Lawrence at Customer Support provided a first class service. I’d missed adding my granddaughter’s name to the doctor kit, so contacted the company. Lawrence responded within 24 hours, saying he’d manually fixed the problem. This has made a little girl’s Christmas present so much more personal. Thank you so much, Lawrence!