Frequently Asked Questions

How can I check the status of my order?

You can find all your orders listed in your Order History in the My Account Tab. The last 15 orders will be displayed and each one will show an order status, as follows:

Order StatusDefinition
Order Received We have received your order and sent you an order confirmation email. It is possible to amend your order at this stage if you act quickly! Just click on the order number and use the drop down menu to change any details or to cancel your card.
Sent Your order has been despatched as requested, click on the order number for more details.
On Hold There was a difficulty with your order and it has been held back from despatch by our customer service team. Check your registered email account for further details.

Why hasn't my card arrived yet?

All our cards are despatched from our production facility in Dubai. These cards are then collected by Aramex Courier Services on the evening of despatch. Once the cards have been despatched, we are unable to control the delivery process, however we will do whatever we can to rectify any problems caused by delayed delivery.

Please remember that whilst we aim to delivery all single cards ordered prior to 2.00pm on the day of order, within 24 hours, approximately 10% of cards take longer than 24 hours and depending on the size and amount of cards you order, may take several days to arrive, particularly during peak periods.

Please make sure you allow enough time for your cards to arrive - have a look at our delivery information to find out more. It's always better for a card to be 1 day early than 1 day late. It’s also a good idea to check the order status in order history.

If you card has still not arrived after the delivery times stated have passed please contact us and we will organise for the card to be reprinted.

Can I use International text or foreign languages?

We are currently only able to support Standard English text. Therefore, although the site may show the text on the preview, it may not print as submitted.

I’ve noticed a mistake! Can I change my order?

You can change (or cancel) your order providing it hasn’t already been printed. Go to your Order History in the My Account tab and check the order status. As long as the status is Order Received then you can change or cancel your order – just click on the order number in question and select an option from the drop down menu on the right of the screen.

When you cancel a card the cost of this card will be credited back to your Camel Cards account or credited to your credit card to be used on future orders.

If the status displays anything other than Order Received then unfortunately it’s already in the system - click here to contact us and we’ll do our best to sort it out for you.

I’d like to order more than one copy of the card I just designed. How do I do that?

You can order as many copies of each design as you’d like. If you are sending them back to yourself. The place to do this is in the shopping basket. Next to the card information, simply click on the ‘Quantity’ field and you’ll be prompted to enter the number of cards that you’d like to order. Note that it is not possible to change the quantity if you are sending the card directly to the recipient.

Can you remind me to order a card for my friend/relatives Birthday?(This facility will be coming shortly.)

We have an Email Reminder Service, where you can add birthdays and important occasions to your calendar. We will send you an email reminder in advance of any occasion you require. You can also set how many days in advance you would like the reminder to be sent.

Simply click on the My Account tab, and select Email Reminder Calendar, then Add New Reminder.

Please note that as each account holder sets up email reminders, they are sent automatically, unless you stop them. You can update your reminders by logging onto your account and clicking on the Email Reminder Calendar.

How can I save my card?

  1. You can add a card to your Favourites. To do this, click on the star on the right hand side of the card (a box will come up saying "add to favourites". To access the cards, click on "my account", then "my favourites".
  2. To save it in your basket, keep pressing the next step button, until you reach the check-out page. It doesn't matter what address you enter, as once the card is in your basket, you can edit everything, i.e. the front, inside, size, delivery info. etc. until you press check-out. Any card in your basket will stay there until you checkout and pay for it or remove it manually.

I’ve forgotten my username/password!

When registering with us you will have chosen a password - for security reasons, we don't keep a record of passwords but we can email you a new one.

Just click on Forgotten Password in the Login/Register tab and enter your email address. You should receive an email from us containing a new password and you will be able to login once again - make sure you enter your new password accurately as all passwords are case sensitive.Your password reset email may end up in the junk mail section of your email so make sure to check there.

Once you’ve logged in successfully, you can change your password at any time by clicking on My Account at the top of the screen, then the Account Details Menu and selecting Change Password.

Your username is in most cases the email address you registered with. If you cannot remember this or need further help, please Contact Us.

The Login page keeps coming up blank

We require session cookies to be allowed on the browser you are using to login and customise cards. If you do not have session cookies turned on you will not be able to see the cards and when you try and login or register the page will just come back blank each time.

You can turn the session cookies on for our site in Internet Explorer by following these steps:

  • in the Internet Explorer menu bar click on 'tools' and 'internet options'
  • select the third tab along labelled 'privacy'
  • press the sites or edit button and type www.camelcards.com
  • press save / ok or done and close all the internet options windows
  • shut down and reopen all internet explorer browsers so the changes take effect

Please Note: McAfee Anti-Virus may also cause similar problems on the site, please see the McAfee Anti Virus question.

How do I get past the address stage?

When you get to the address page, all you need to do is click on your chosen address, (which is in bold orange text), and it will automatically take you to the next step. There is no ‘Next step’ button on this page.

I am having Technical Difficulties

If you receive an unexpected error message or something strange happens while you are using the site, please make note of the following points and Contact Us. The more information you can give us, the quicker we will be able to identify the problem.

  • Where were you on the site?
  • What were you doing immediately before the problem occured?
  • If you received an error message what did the complete text say?
  • Can you take a screen shot of what happened?
  • Does this happen repeatedly on all cards or just one card?

Before going live, new functionality on the site is checked thoroughly with as many combinations of Internet Browser and Operating Systems as possible. However, there are thousands of combinations and sometimes problems slip through the net. If this is the case, we will try to fix the error as quickly as possible. There are a few very old and rare browsers that we just can't support because they don't have enough functionality to allow the site to work. In these cases we recommend upgrading to a newer browser. It's easy and free and it will make it easier viewing all sites not just ours.

Why am I having difficulty with a photo upload card?

We have some very specific restrictions on images that can be uploaded and this may be why you are having difficulty. Images must be in JPEG format to upload to the site, any other format such as Word Documents and PDFs will not be accepted. For best results we suggest that you make the image dimensions approximately 1000 pixels for the smallest edge of your photos. We print images at 300DPI (Dots Per Inch) so if you are scanning the image we recommend you use this setting.

If you try to upload a photo that has a lower resolution or image size, we will still accept the image but will give you an on screen warning that the image may not print very well.

If you continue to have problems uploading an image, the best thing would be for you to email the image(s) to help@moonpig.com and we will be able to upload it onto the correct card and place it in your shopping basket for you to customise.

Please make sure you include the following in your email:

the image(s) you wish us to upload and where you would like them positioned if it is a multiple photo upload card the card number the email address you are registered with a postal address the despatch option (direct to recipient, or back to you with a blank envelope)the type of the card you require (small, standard or large) a phone number we can contact you on

I am having problems on the site using my Mac

Unfortunately we do find that some customers who view the site using Internet Explorer on a Mac experience difficulties.

We recommend that you try using the Mac standard browser Safari, or a free downloadable browser such as Firefox to access the site as this may alleviate your difficulties.

If you are in the middle of ordering a card and experience problems selecting an advance despatch date, simply select any despatch date and place the card in your shopping basket. Once a card is in your basket it is saved and you will be able to Contact Us to alter the date (just make sure the card remains in your basket - do not press checkout).

If you are in the middle of ordering a card and are unable to select an address for a recipient, we suggest you use the back button on the site and select the mailing option to have the card sent back to you with a blank envelope. You should then be able to continue the order through to your shopping basket. Once a card is in your basket it is saved and you will be able to Contact Us to alter the despatch address (just make sure the card remains in your basket - do not press checkout).

I get a Session Error while trying to order

All Internet Browsers - such as Internet Explorer - have time out functions. When you login to Camelcards.com you start a session on the site. If your session remains inactive for a period of time, normally about 20 minutes, you will unfortunately lose the card you are working on. Sessions are used for security purposes - especially when logging in and when accessing sites such as Internet Banking.

If you receive a session error while ordering a card on the site unfortunately it means that the card you were working on is lost, unless you have already reached the shopping basket. The best thing to do is to use your browser's back button and copy and paste the text you customised into a separate document, such as Word. When you access Camelcards.com again, find the card you were customising and personalise the card again. Once a card is in your shopping basket it will be saved and you will be able to come back to it at any time.

If you continue to have problems the best thing to do is place an un-customised version of the card in your shopping basket. You can do this by completing the order process and not customising the text. Once a card is stored in your basket it is saved and you will be able to use the 'edit front' and 'edit inside' buttons to customise the card.

Why can I not see a preview of my card?

We have two places on the website where you are given the option of viewing a preview as the card will print.

The first of these previews comes straight after you have customised your card. If you cannot see this preview, rather than losing all the hard work you have done the best thing is to continue with the card you are ordering until you get to the shopping basket. When you get to the shopping basket you will see a small thumbnail of the card and you can click on Preview Card to see a large preview.

If you are still unable to see a correct preview of the card, please Contact Us and we will be able to assist you. Just make sure the card remains in your basket - do not press checkout!

How can I pay?

We accept all major Debit and Credit cards: American Express, Master Card, Switch, Maestro, Solo, Visa, Visa Debit, Delta, Connect or Electron.

How much do the cards cost?

Cards cost 29 AED, delivery in the UAE is 14AED via Aramex (Guaranteed Delivery)

Why am I having payment problems?

If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you still have no luck, contact us and we’ll assist you.

If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know the difficulty.

If 3D secure panel does not load try pressing the refresh button. Also if the page is stuck on ‘processing payment’ and nothing is happening it may be that the payment has failed due to a time-out error. This is when your browser drops the connection during your payment, and does not give the payment page enough time to process the transaction. The site is most compatible with a fully updated and recent browser. We would advise using a different browser if this problem persists. You can always call us to check if the payment has been successful or you check yourself by going to ‘My account’, followed by ‘Order History’. If the card is there at the top of your Order History list, then the order has been successful.

“Card Not Authorised” – If you receive this message, don’t panic! It doesn’t necessarily mean you have insufficient funds in your account. To combat internet fraud banks and credit card companies have introduced a series of automatic checks which can easily be falsely triggered. For example if you enter the same number several times in quick succession this will trigger a velocity check because the system thinks you are trying to hack the card. Either try another credit card or leave the order in your shopping basket and come back to the site in two hours. After two hours the lock on your card will be released. Come back to your Camelcards shopping basket and try to process the payment one more time and if you still have a problem contact us.

Is entering my Credit Card Details online safe?

All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Check out our Privacy and Security Policy if you’d like to find out more.

Once you are happy with an order in your shopping basket, press the checkout button and select if you want to join our Prepay Club or just pay for that order. After making this selection you will be taken to a secure page to enter your credit card details. Different browsers show the page security in different ways but you should be able to see a padlock somewhere on the screen to represent this and the URL will change from HTTP:// to HTTPS://.

If you’re still worried about security you may want to take advantage of our Prepay facility – you pay some money into your Prepay Account, we’ll give you extra credit free and you can spend it all whenever you like! Check out our Prepay Club for more info.

Our Customer Service team is here to help so if you need any more information, please Contact Us.

I have a promotional code how does it work?

From time to time we release promotional codes for discounts. When we do this, a promotional code box will appear on the checkout page.

Currently we are not offering any promotions so please check the validity and origin of the code you have before you contact us.

If I order a card will the recipient know who sent it?

When you order a card to be despatched direct to the recipient, there will be no notification of you as a sender unless you add it when customising the card. If the recipient contacts us wanting to know who sent the card we will not release this information, however we will offer to pass on any comments via email to the person who ordered the card.

Do you offer e-cards?

Unfortunately we are not an e-card company. We do offer an online preview service, but you would need to order a physical card before this option is made available.

Payment and Personal Details Security

Security is an important priority for us and we are committed to protecting your privacy. We are registered as required under the Data Protection Act 1998 and we use the most up-to-date technology available to protect your personal details. To avoid the risk of computer fraud, your credit card number is not stored in our system at any point in the payment process. Please see our privacy and security policy for further information.

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