Your Surprise26 reviews
This score is based on 26 genuine reviews submitted via BritainReviews since 2018.
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I won’t be buying from them again. I ordered a personalised praline heart thinking it was proper Belgian chocolate, but when the parcel arrived it smelled odd and a bit off. I checked the ingredients and, unbelievably, it listed powdered chicken protein. Powdered chicken. My sister is vegetarian so the whole thing was immediately useless and, well, gross. I emailed for a refund and said they should label "not suitable for vegetarians" up front — that seems obvious to me — but they refused and offered a 20% voucher instead. No thanks. The chocolate didn’t taste like real Belgian stuff either, more like cheap chocolate with a weird after-smell. Annoying and an expensive mistake. My advice: check the ingredient list before you click, and expect to be disappointed.
Lovely boxes, mind the dates
I ordered months ahead with our wedding date (26 May) printed on each, but the chocolates that arrived had a best-before of 26 March. No one flagged it up in advance, which would have been useful. I reached out to customer service and, frustratingly, was told they’d supplied an in-use date so there was nothing they could do. Not ideal. Despite that, guests commented on the packaging and the Toblerone was a nice touch — so I’m glad the look and theme worked. For anyone reading: don’t order ages ahead; leave it until a month before. Compared to other firms I’ve used, their style is great but timing and support need work.
Kitchen-table moment
the tracking looked messy, PostNL didn’t seem to have it in their system and a customer service reply was oddly curt, made me roll my eyes. But when it turned up everything mellowed out. The thing feels properly well made, weighty in a comforting way, the fabric is soft straight away and the hardware doesn’t feel cheap. Using it day to day — commuting, popping to the shop, carrying my laptop and a water bottle — it’s been a real pleasure; pockets are sensible, straps sit right and it handles drizzle with no drama. I did have to chase for updates, true, but in the end I was pleasantly surprised and have already told a couple of people where to get one.
Half decent delivery, poor follow-up
I spotted the engraved pen on their website after a colleague mentioned it in passing — looked the part and I thought it would make a tidy leaving present for my boss. It arrived surprisingly fast, actually; that was the first pleasant surprise. Then I opened the box and the engraving was a mess, the gold fill patchy and faint, so it wasn’t fit to give. I emailed straight away for an exchange but got nothing back, nada. A few days later they emailed asking for a review — which I left, bluntly — and only after that did anyone reply. They said it might have been a packaging problem, which didn’t ring true to me, but they did offer to send another pen free of charge. Trouble was, I didn’t have time to wait for a replacement, so I asked for a full refund. At first they offered 20%, then after more pushback I got 40%, but crucially they excluded the shipping cost from that calculation. It felt like they were more interested in saving money than fixing the issue properly. The small relief — and the moment I actually felt satisfied, oddly enough — was when I finally saw the 40% refund hit my account and a short apology in an email. Not great, but at least they acknowledged the mistake and put some money back. I wouldn’t call it a proper fix, but that bank entry was the point where I stopped chasing them and could move on. If you need something decent and on time, the delivery’s fine; if you need customer service that actually sorts things out, don’t hold your breath.
Personalized book for Mum's Mother's Day gift
I bought my Mum a customised book for Mother's Day and she absolutely adored it! The book was really nicely done and the personal details made it extra special. The only problem was that I couldn't see every page before buying it, which would have been useful. Still, it was a brilliant experience and I'll definitely be telling my friends about it!
Valentine's Day gift order
I recently bought a Valentine's Day gift from this company, and it was a complete disaster. They ended up delivering it to the wrong address, so I had to spend ages trying to contact both the company and the delivery service to fix the mix-up. When I finally received the gift, I have to admit that the chocolates were nice, but that's pretty much the only positive thing I can say. The whole thing was a nightmare, and it's not something I'll forget easily. The one good thing was the customer service, which turned out to be pretty good in the end after all the trouble. But would I recommend this place? Definitely not.
Small leather bag with name print
I recently ordered a small leather bag with my name printed on it, which I thought was pretty cool. I was really excited when I received the order confirmation email and it indicated that the print was supposed to be accurate. However, when the bag finally arrived, I was disheartened to see that the name was printed upside down and not even centred! I was really looking forward to using it, so this was a major letdown. I've already reported the issue to the company and now I'm just waiting to hear back from them.
Mother's Day gifts
I’ve ordered loads of great gifts from this shop. The things they sell always look fantastic and really well made. I bought some stuff for me and my mum for Mother’s Day and she was over the moon with them. The prices are really reasonable as well. And to top it off, the delivery only took about 4 days which is brilliant. I would definitely rate it 5 stars!
Engraved glasses, Christmas presents
I ordered two engraved glasses as Christmas gifts recently. But when we opened the second glass in the new year, we found scratches on the base. I got in touch with customer service straight away and I was really pleased with how quickly they replied. They were so apologetic and helpful, and within just 20 minutes, they had arranged to send out a replacement glass. I was really impressed with their level of care and would definitely consider using this company again in the future.
Personalized notebooks and a bamboo water bottle
The personalised notebooks I ordered were absolutely perfect, ideal as gifts for our teachers. The bamboo water bottle I bought for Father's Day went down a treat too! However, there was a slight problem with the first delivery as one item was missing. Luckily, after I reported it, the missing item was quickly sent to me using express delivery and everything turned out fine in the end. In general, I highly recommend this website for one-of-a-kind and personalised gifts.
Personalized gift
I'm really chuffed with the personalized gift I got from this company. The product was even better than I'd hoped for, and the service was top-notch. I'm based in Kosovo and needed a gift for a friend who'd just finished chemotherapy in hospital. Being able to send a special gift from so far away really meant a lot to me. I appreciate the great service and flexibility this company provided.
Second order, happy with quality
I'm absolutely thrilled with the products I got in my latest order from this website. The prints were top-notch and the final product went above and beyond what I was expecting. I'd definitely suggest this website to anyone in need of personalised gifts. If you're stuck on what to get your loved ones, I'd recommend checking out their website for some ideas.
Personalized book purchase
I bought a personalised book from this company and honestly, I was really let down by the quality. The book was full of mistakes, and when I contacted customer service for help, all they offered was a measly 20% discount on another book. It felt like they were just trying to make more money, rather than fixing their errors. The way they treated me was really bad and unfair. I wouldn't suggest this company to anyone.
Customised gift purchase
I was really let down by the service I received. I tried to get help several times but didn't get it when I needed it. My delivery was way behind schedule and it still hasn't been sorted out a month later. It seems like the company's logistics are a bit of a mess and not very reliable.
Late delivery, damaged package
I bought something from a company not too long ago, but I was really disappointed with the whole thing. They said it would arrive before Christmas, but it only turned up in April. And when it did finally arrive, it was in a right state - all dirty and damaged, and some things were missing that were meant to be in there. I got in touch with them to complain, but all they did was refund me for the postage. It was a nightmare, honestly, and I feel like they really took advantage. I hope they sort themselves out and do better in the future.
Personalized items, great quality
I was just browsing online for some cool things and came across this fantastic website that sells personalised items. I had previously ordered some cool espresso cups from them, which were absolutely amazing. So, I decided to buy more items from them. I've purchased personalised goods from different places in the past, but this website is definitely the best. Even though my order had to be shipped all the way from a place called the Netherlands, it only took a week to arrive! Honestly, I can't fault my experience in any way and I am really excited to order more items from them. I wish I could show you how wonderful everything looks, but unfortunately, I can't post pictures here.
Gift for special couples
I've just ordered two gifts for some special couples and I was really happy with how easy the ordering process was and the lovely packaging and design. I was after something that would show the message "you're a special couple," and both couples were really impressed and loved the gifts. They were so different and unique, really standing out from the usual gifts. I'll definitely use this company again and would definitely recommend it to anyone looking for a special and amazing gift.
Customized gift order
I bought a personalised gift from this website not long ago, and I was really impressed with the service all in all. The gift came quickly and was just as it was described, which put a big smile on the recipient's face. The only hiccup was that the website showed the location as Australia, even though all orders actually come from the Netherlands. This mix-up made me doubt the legitimacy of the purchase, so I left some negative feedback. But once I found out the real shipping location, I changed my feedback to positive.
T-shirt too small, got bigger size
I ordered a really cool personalised T-shirt, but when it arrived, it turned out to be way too small! I was really disappointed, but then they sent me a bigger one really quickly, which was awesome. The customer service was really nice and helpful. Thank you so much!
Lost order, Exceptional Service, Christmas Delivery
My order got lost when it was being delivered, but I was really happy with the amazing help I got from the customer service team. They quickly sorted out a new order for me without charging me anything extra, making sure it got to me before Christmas. I was so thankful for their quick and efficient help, and couldn't have hoped for a better service.
About Your Surprise
Your Surprise is a company that offers a wide range of personalized gifts. Founded in 2005 in The Netherlands, the company has expanded its operations to Belgium, Germany, France, and the UK. Your Surprise has received awards for its excellence, including the prestigious "de Thuiswinkel Award" for the best webshop for household items. Their goal is to strengthen personal relationships through thoughtful gifts. They offer a variety of products including personalized clothing, beauty products, flowers, chocolates, calendars, and more. Customers can also find popular brands like Apple and Samsung, as well as beloved characters from Dutch and Belgian culture. If you have any complaints or feedback, you can reach out to Your Surprise through their website's contact form. Share your experience with Your Surprise to help others make informed decisions before making a purchase.
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Contact Information
Gouwepoort 3
4301 RZ Zierikzee
Netherlands
Categories Your Surprise
Online shopping | Merchandise Reviews & Experiences
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Last update: October 2025
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Review with most votes
This is the something I never
I never knew that such kind of website or organisation exist. It was my father's birthday and I was looking forward to do something special for him. Unfortunately something came... Read onBy: Edgar Morris