Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Wooden and Engraved Products

Wood is a natural material so each piece is wonderfully unique in its own way. Knots and markings occur naturally and do add to the charm of the product. Additionally, when it is being engraved, each wooden piece can reveal either a darker or lighter engraving depending on the grain. Please note that this is a natural feature and not a fault.

Returns and Refunds

In the event that you are not satisfied with your order, we can accept a return for personalised products if the item is faulty. Where this is the case we will send out a replacement or offer a refund for this order, including delivery. If an order has arrived faulty or damaged please send us a photo showing the fault/damage. We regret that we cannot offer returns on unwanted items that have been personalised. This is in line with Long Distance Selling Regulations governing the sale of personalised products. Please email us on: [email protected]

Right to Cancel

You have the right to cancel this contract prior to the product entering the production process, as per your statutory rights. If you wish to cancel, please let us know via email ([email protected]) as soon as possible. Please note, orders that have been personalised cannot be cancelled once they have entered the production process.

Change to Personalisation

Misspelling? Change of mind? Forgotten that important bit of punctuation? If you have any change of personalisation please contact us via email ([email protected]) as soon as possible with the change. Please note, orders that have been personalised cannot be changed once they have entered the production process.

Change of Address

We’ve all been there, ordered in a hurry and put your mum’s postcode down instead of your own (doh!). If you have put down the wrong postcode or need to change the address completely, no worries, contact us via email ([email protected]) as soon as possible. Please note, if orders have been printed we will not be able to change the address.

Upgrading to Express

Picked the wrong delivery option when ordering? Or you suddenly realise the wedding was this weekend, not the following? No dramas, contact us via email ([email protected]) as soon as possible and as long as the order hasn’t left us we can upgrade the delivery for you.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

In the unlikely event of you receiving a damaged product, you should notify us by email ([email protected]) within 48 hours of receipt of the goods.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In the event that you are not satisfied with your order, we can accept a return for personalised products if the item is faulty. If an order has arrived faulty or damaged please send us a photo showing the fault/damage. Once we have the image we will be able to deal with your query.

If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item by email ([email protected]).

We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g batteries) are not covered for replacement during ‘normal’ use.

My order has not arrived

Please allow 5 working days from dispatch for the delivery of ordered items. If the items are still not delivered after this time, please contact us by e-mail at [email protected] or by using the Contact Us page on the website. Please provide us with the original order number as reference.

We will then investigate the non-delivery with the relevant delivery service provider used.

Complaints

If you are not satisfied with the way in which we have handled the refunds, changes & cancellations of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact us by e-mail at [email protected] or by using the Contact Us page on the website or by post at Complaints, The Gift Gazebo, 87 Woodcroft Road, L15 2HG

If you have any questions about our returns or cancellations policy, please do contact us by emailing [email protected]