Absolutely shocking customer service - don’t waste your time or money. Bought a present for Father’s Day with apparent ‘royal mail 48 hour shipment’ on Wednesday - it’s now Monday and it’s still no... See more
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See what reviewers are saying
I purchased a throw with pictures of my mother’s parents brothers and wives & sister & husband. Also herself and my Father & her children and grandchildren. This was the best present to of given my mo... See more
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I bought a custom placemat and have been infinitely happy with it ever since. The price also seemed quite reasonable, shipping was quite expensive but thats par for the course. I am definitely going t... See more
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In this e-shop i found beutiful and original thinks, even you can make your own design with personal photos and greetings, I like it! The ordering process Is very simple And easy to make the right ord... See more
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Company details
Written by the company
Make people feel special There’s something powerful about making someone feel truly seen. With a gift that says: “I know you. I’m thinking of you.” That moment – when someone smiles, laughs, or gets a little emotional – that’s what we’re here for. Because it’s never just about what you give. It’s about what it means. Since 2005, we’ve been helping people create moments that matter. With personal gifts made with care – designed to leave a lasting impression. Sometimes funny. Sometimes heartfelt. But always thoughtful. Always personal. We believe attention makes all the difference. In how we design, wrap and deliver. Because every detail matters. Every gift is part of a bigger story. Will this make someone feel special? That’s the question we ask ourselves every day. It guides how we think, how we create, and how we grow. Because when someone feels truly special, something beautiful happens: A connection is made.
Contact info
Gouwepoort 3, 4301 RZ, Zierikzee, Netherlands
- info@yoursurprise.com
- www.yoursurprise.nl
4.1
Great
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
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Keep away from this company
Very disappointing experience.
The company cancelled my order without my authorization, delayed the shipment because of their own mistake, and has repeatedly ignored my emails. Despite cancelling the order themselves, they have still not refunded my money or provided a clear resolution.
Mistakes can happen, but poor communication, keeping a customer's money while failing to resolve the issue, and a complete lack of accountability are simply unacceptable. I would not order from this company again.
July 10, 2026
Unprompted review
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Your Surprise? More like my surprise.
Wow, where to even begin? I spent about an hour designing my perfectly curated and thoughtful chocolates for my father-in-law for Father's Day. I'm a busy mom, so taking an hour out of my day to do something like this isn't easy. My chocolates arrived on my selected day (no complaints there!), but to my surprise, I was met with a box of melted faces amidst praline sludge.
While my son was eating his lunch, I managed to squeeze in a little chat with a Your Surprise agent who only cared to get rid of me and blamed me for my oversight (not their UX designer) for not adding their "cooling box" to my cart. Circling back to the busy-mom part, ehm, if I had seen this or known it was essential to my order, I obviously would've added it. Duh.
In any case, this agent was throwing everything at me:
"I can give you a 20% refund off this order!"
"I can resend your order... but it'll arrive after Father's Day."
"What about a voucher for your next order?"
And finally, "How about a 50% refund?"
I was so done with this conversation that I just agreed to 50% out of pure mental exhaustion. It's not even about the money; I just wanted my silly little chocolates, and if I couldn't get that, where's my full refund?
I've worked in customer care for 10 years and would never be as stingy or as unempathetic as this company is.
June 19, 2026
Unprompted review
Reply from YourSurprise
Dear Le,
Thank you for sharing your feedback, and I apologize for the disappointment with your order. It is certainly frustrating to receive a damaged gift, especially after spending so much time personalizing it for Father's Day.
Our goal is always to deliver your items in perfect condition. While we do offer cooling elements during the warmer months, we recognize that this option needs to be as clear and accessible as possible in our checkout process to prevent situations like this.
I also apologize for your experience with our chat support. Negotiating refunds is not the standard of service we aim to provide, and I understand why the conversation was frustrating.
Since the partial refund does not fully resolve the issue, we would like to receive an email and discuss the topic further. Unfortunately, I am not able to find your order back in our system based on the given name here. My apologies!
If you would like to discuss the topic further, please contact us. I am sure we will find a solution together!
Absolutely shocking customer service
Absolutely shocking customer service - don’t waste your time or money.
Bought a present for Father’s Day with apparent ‘royal mail 48 hour shipment’ on Wednesday - it’s now Monday and it’s still not arrived. I have contacted Royal Mail and they said they still have not received the package. Tried contacting customer service to be told it’s not their problem.
Completely ruined a first Father’s Day.
June 22, 2026
Unprompted review
Reply from YourSurprise
Hello Emma,
We are truly very sorry for this situation. We know how important the first Father's Day is and we deeply apologise both for the delay in shipping and for the customer service response, which in no way reflects our standards.
We want to make it right immediately. We invite you to contact us directly in private or through our official channels, providing your order number: we will immediately check what happened with the courier and proceed with an immediate resolution or a full refund.
Kind regards,
Francesca | YourSurprise
Beautiful gloves speedy delivery My son…
Beautiful gloves speedy delivery My son was delighted with his gift
June 11, 2026
Unprompted review
Reply from YourSurprise
Dear Barbara,
Thank you so much for your wonderful 5-star review!
We are absolutely thrilled to hear that your son was delighted with his new gloves and that the delivery was nice and speedy. That is exactly what we aim for!
We hope he enjoys wearing his gift for a long time to come. Have a lovely day!
Warm regards,
Grace - YourSurprise
Very happy with everything!
Very happy with customer service, product and delivery. Have ordered products before and will do again. Thanks en bedankt!
May 22, 2026
Unprompted review
Reply from YourSurprise
Hi Kristin,
Wow, thank you so much for your lovely review and the 5-star rating!
We are absolutely thrilled to hear that you are very happy with our customer service, the product, and the delivery. Creating happy moments is what we love to do, and knowing that you've ordered with us before and will do so again truly makes our day.
Thank you for your confidence in YourSurprise! We can't wait to help you with your next gift.
Kind regards, Grace - YourSurprise
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Good customer service
Positive ordering, communication, customer service, packaging and product looked wonderful. Despite a fault in the product (tearing away backpack handle after just a couple of weeks use), they efficiently resolved this with a replacement delivered promptly free of charge.
May 8, 2026
Unprompted review
Reply from YourSurprise
Hi Shari,
Thank you so much for taking the time to share your experience with us!
We were honestly a bit gutted to hear that the handle of your backpack didn't hold up as it should, that definitely shouldn't happen after just a couple of weeks. Our apologies for this.
But we are happy that our customer service team was able to jump into action and get a replacement sent out to you so quickly.
We hope to welcome you back soon and enjoy your backpack :)
Kind regards,
Angel | YourSurprise
Great quality personalised puzzle which…
Great quality personalised puzzle which came very speedily. My grandson loved it! Thank you
April 22, 2026
Unprompted review
Reply from YourSurprise
Dear Sharon,
Thank you so much for your wonderful 5-star review! We are thrilled to hear that your grandson loved his personalised puzzle and that it arrived so quickly.
Making someone's day a little more special is exactly why we do what we do. We hope your grandson has hours of fun putting it together!
Best regards,
Susanne - YourSurprise
Misleading product presentation
I was disappointed with my order. The product images and order confirmation clearly showed the photo magnets as a single connected square, which is what I expected to receive. Instead, they arrived as nine completely separate magnets. While the product description mentions separate pieces, the main images are misleading and create a different expectation. Unfortunately, this could not be resolved afterwards. I would recommend making the product presentation clearer to avoid confusion for future customers.
April 29, 2026
Unprompted review
Reply from YourSurprise
Hi Jane,
Thank you for your review and for sharing your honest feedback. We're sorry to hear that the photo magnets weren't quite what you expected.
We understand the confusion; if the images show a single square, that is naturally what you expect to receive. While the set is designed as nine individual magnets, we clearly missed the mark in communicating that visually.
We are going to look into our product presentation and images to ensure it's immediately clear that these are separate pieces. We appreciate you bringing this to our attention. Despite the misunderstanding, we hope you can still find a nice spot for the individual magnets!
Kind regards,
Angel | YourSurprise
Personalized LINDT
This is the first time in YourSurprise. I am very satisfied and happy with the kindness and professionalism. There was a problem with the gift for my Mom, and they immediately solved it without having a problem with me. My Mom was satisfied with my present. I recommend people to use YourSurprise.
April 20, 2026
Unprompted review
Reply from YourSurprise
Hi Donatella,
What an incredibly nice message to read! Thank you very much for your compliments about our service and professionalism.
Of course, it is always a bit of a shock when something isn't quite right with a gift for your mother, but I am super happy that we were able to resolve this immediately and without any worries for you. That is exactly what we stand for!
On behalf of the entire team, we wish your mother lots of enjoyment with her gift. Hopefully until next time!
Kind regards, Grace - YourSurprise
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I paid extra to get my personalised…
I paid extra to get my personalised item on the 24th,but it has not even been dispatched - and this was just a regular print on a paper card - not a specialty item. I regret ordering from them.
April 23, 2026
Unprompted review
Reply from YourSurprise
Hi there,
we sincerely apologize for the delay and your disappointment with the item, we want to help you right away.
Please send us an email with your order number so we can help!
Kind regards,
Francesca | YourSurprise
Bought a bracelet for my boyfriend
I bought a bracelet for my boyfriend’s birthday, it was really pretty and all but I am disappointed in the quality :(. The string doesnt stay neat, you can see it stickning up over the whole bracelet from under the pearls😔. He only got too wear it one day until it was damaged and he could feel it like itching because the string got destroyed from just wearing it. The Same day the bracelet broke.
April 24, 2026
Unprompted review
Reply from YourSurprise
Hi Isabelle,
Thank you for your Feedback, we are so sorry to hear that the bracelet was not up to our standard. May you please contact us via e-mail then we can look for a solution together.
Kind regards,
Antonia | YourSurprise
Highly Recommend
Ordered a pair of sliders for my sister but they broke after a little while. I got in touch with Your surprise and was attended to straight away. They sent me a new pair of sliders which my sister was delighted with because she loved them. I have bought many products here and haven't been disappointed. Highly recommend
March 31, 2026
Unprompted review
Reply from YourSurprise
Dear Emer,
Thank you so much for your kind words and for sharing your experience!
We are very sorry to hear that the first pair of sliders didn't last as long as they should have, but we're thrilled that our team was able to resolve this for you quickly. It’s wonderful to know your sister is delighted with her new pair!
We truly appreciate your loyalty and your recommendation. Knowing that you’ve enjoyed many of our products means a lot to us.
We look forward to helping you with your next surprise!
Best regards,
Susanne - YourSurprise
I had a really positive experience with…
I had a really positive experience with YourSurprise. Due to my own mistake, I entered an incomplete address for my order, and I was worried it might not arrive. However, their team responded very quickly and helped resolve the issue in an efficient and professional way.
Thanks to their support, the delivery was successfully completed, and everything arrived perfectly. On top of that, the gift itself was beautiful and of great quality — it truly exceeded my expectations.
I really appreciate their responsiveness and customer service — they made a stressful situation much easier. Highly recommended!
April 16, 2026
Unprompted review
Reply from YourSurprise
Hi Camila,
Thank you for sharing your experience with us. We understand that mistakes can happen during the ordering process, and we are pleased that our team was able to resolve the address issue quickly for you!
Quality and service are our top priorities, so we are thrilled to hear the final product exceeded your expectations.
Hopefully see you next time! 🎁
Kind regards,
Lisa | YourSurprise
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I tried to place an order but it did…
I tried to place an order but it did not recognise a uk postcode (problems with no other companies - correct address) I called about it but the person I spoke to was unhelpful first of all spoke in a different language- finally after painful call she just said "email us because the person who can help is not here at moment" I did this 4 days later still no response- I WOULD NOT USE THIS COMPANY-useless and unreliable- I know they are based in Netherlands - just order from elsewhere- they are not safe to use
April 13, 2026
Unprompted review
Reply from YourSurprise
Hello Rebecca,
Thank you for sharing your feedback. We sincerely apologize for the technical difficulties with your UK postcode and the delay in our email response. As our main office and production are based in the Netherlands, we strive for seamless international support, and it's clear we failed you this time. Please rest assured that your data is safe and we never sell personal information; we simply want to help you create something beautiful.
We would love to make this right. Can you please send us a new email, since we cannot find the details based on only your name.
Looking forward hearing from you!
Kind regards,
Lisa
I extremely loved my cook book!
I extremely loved my cook book! Personalized photo is so beautifully created and the book is good quality. The email communication was kind. Thanks to all your team for this wonderful experience!
April 17, 2026
Unprompted review
Reply from YourSurprise
Hi esinnperisi ,
thank you so much! We are thrilled you love the cookbook quality and the personalized photo.
We will pass your kind words on to our team.
Happy cooking!
Francesca - YourSurprise
Absolutely love my personalised cabin…
Absolutely love my personalised cabin bag
Such a unique gift, the cabin bag is also really nice, has essential spinny wheels, very roomy, lightweight and secure locking.
Im absolutely thrilled with it
April 3, 2026
Unprompted review
Reply from YourSurprise
Hi Dee,
Thank you so much for your wonderful review! We are absolutely thrilled to hear that you love your personalised cabin bag.
It’s great to know that the features like the "spinny wheels" and the lightweight design are hitting the mark for you. We agree it makes for such a unique gift!
Enjoy your travels with your new personalized companion!
Kind regards,
Grace - YourSurprise
Reply from YourSurprise
Olá Maria Inês,
Muito obrigado pela sua adorável avaliação, realmente nos fez sorrir!
Mais uma vez, obrigado por tornar o nosso dia especial!
Atenciosamente,
Equipe yoursurprise
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Excellent gifts and fast delivery
They have many products and I am happy that I found them. Everything was perfect each time. However, I would have liked to find more wines on the website this time. I have looking for something special, a German wine, but I couldn't find. Maybe I haven't searched carefully. Anyway, the surprises they make are just perfect, very good quality and a very fast delivery. Each time I could do, on my turn, a surprise to my friend. And I have to recognize, that is much simplier to send from the site than send a bought gift from Romania to Germany. If I have to give a grade for the whole process, I will give a 100+ with greetings. Highly recommend.
March 27, 2026
Unprompted review
Reply from YourSurprise
Dear Simona,
Wow, a 100+ grade! Thank you so much for such an incredible and heartwarming review. We are thrilled to hear that our service makes it so much easier for you to surprise your friends in Germany all the way from Romania. That is exactly why we do what we do!
Regarding your search for a specific German wine: we appreciate the feedback! While we carefully curate our wine selection to ensure the best quality for personalization, we are always looking to expand. I will certainly pass your request for a "special German wine" along to our product scouts.
It’s wonderful to know that, despite that, everything from the quality to the fast delivery was perfect for you. We look forward to helping you create your next "perfect surprise" very soon!
Best regards,
Susanne - YourSurprise
BE WARNED
BE WARNED - it is not possible to get your image/text etched with a clear background despite every picture on their website indicating you can. As I have now discovered they do say this at the very bottom of their website but this is incredibly misleading - I will be seeking a refund but don't be fooled like I was.
April 5, 2026
Unprompted review
Reply from YourSurprise
Hi Philip!
What a shame to hear that the engraving didn't turn out as you had imagined. Of course, we want your gift to be a great success!
Feel free to send us a message, and we'll be happy to take a look with you at what went wrong and how we can best help you.
Best regards,
Rink - YourSurprise
A very reliable website
A very reliable website. I have ordered stuff from them, it was always on time and good quality. The prices aren't bad either.
April 2, 2026
Unprompted review
Reply from YourSurprise
Hi Shlomit,
Thank you so much for your kind words and the 5-star review! We are thrilled to hear that you find our website reliable and that your orders have consistently arrived on time and with the quality you expect.
It’s great to know you're happy with our pricing as well. Making your special moments extra memorable is what we strive for!
We look forward to helping you with your next surprise soon.
Kind regards,
Grace - YourSurprise
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