If something isn’t right.

Personalised items and changing your mind

Because personalised products are made to your specification, they do not normally qualify for the statutory 14 day change of mind cancellation right. This includes a product made with your chosen names, dates, wording or photograph.

That does not affect your rights if the item is faulty, damaged on arrival, not as described or different from what you ordered. Personalised does not mean no rights and no refunds.

Please check spelling, dates, photographs, size and other choices before ordering. Where we correctly reproduce a mistake in the information you supplied, we are not required to provide a free replacement solely because of that mistake. We remain responsible for errors caused by us, our website or our production process.

Changing or stopping a personalised order

Contact us immediately. We will check whether we can amend or stop production, but we cannot guarantee a cancellation window. Sending a request does not mean it has been accepted. We will confirm what is possible and explain any proposed cost before you decide.

If we agree to cancel and refund an order as a goodwill arrangement, we will confirm the amount and process it without undue delay. This does not limit any separate legal entitlement to a refund.

Faulty, damaged or incorrect items

Your products must be of satisfactory quality, fit for purpose and as described. For qualifying faulty or incorrect goods, you normally have a short term right to reject them for a full refund during the 30 days after delivery. You can choose a repair or replacement instead where appropriate.

After that initial period, repair or replacement will normally be the first remedy. A price reduction or refund may be available if that remedy is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience. We will explain the remedy that applies rather than insist on a replacement where you are legally entitled to a refund.

For the relevant remedies, a fault appearing within six months is generally presumed to have been present on delivery unless that is inconsistent with the circumstances or we can show otherwise. Rights can continue beyond six months. This is not a six month warranty limit. Damage caused by misuse, or ordinary wear and tear, is not itself a product fault.

Please contact us as soon as reasonably possible after noticing a problem. Photographs of the item and packaging are helpful where available, but we will agree another way to assess the issue if needed. You do not lose statutory rights merely because you did not contact us within 24 or 48 hours or no longer have the original packaging.

Where a return is needed for faulty, damaged or incorrect goods, we will provide a prepaid label, arrange collection or reimburse reasonable return postage. Please avoid handling broken glass and contact us for safe instructions. We will not require you to make an unsafe return.

Once we agree you are entitled to a statutory refund for rejected faulty goods, we will make it without undue delay and within 14 days. We refund the original payment method unless you expressly agree otherwise. We do not require you to accept a credit note instead of a refund you are entitled to.

Items that are not personalised

An ordinary product does not become exempt simply because it is printed after you order or you choose a standard size, colour or frame. For an eligible item, you may cancel from placing the order until 14 days after the day you receive it. For a single order delivered in separate parts, the applicable period normally runs from receipt of the last part.

Tell us clearly by email, post or another contact method that you wish to cancel. You can use the cancellation form below, but do not have to. Then send the goods back within 14 days after telling us. You do not need our permission to exercise a statutory cancellation right.

For a change of mind return of a nonfaulty item, you pay the direct return postage. Handle it only as you reasonably need to in a shop to check its nature, characteristics and functioning. Use suitable protective packaging. We may deduct a genuine reduction in value caused by unnecessary handling, but we do not charge a restocking fee.

For cancellation of a whole eligible order, we refund the goods and any standard outward delivery charge. Standard delivery is included in our price, so we do not deduct a hidden standard postage cost. Where you chose the £6.95 speedy option, the extra above standard delivery is not normally refundable for a change of mind cancellation. Different rights apply where the goods or delivery service were not properly supplied.

We refund without undue delay and within 14 days after being told of the cancellation, but may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier. This withholding does not apply where we have offered to collect the goods.

Where to send a return

Our returns address is:

Please include your name and order reference or other purchase details. Contact us for help with the best return method, particularly for a fault or a fragile item.

Do not send a return directly to the manufacturer or to an address printed on delivery packaging unless we expressly instruct you to do so. Here’s A Gift is responsible for handling your customer claim.

Missing or late deliveries

Contact us if your order has not arrived by the agreed period. We will investigate with the delivery provider and explain the next step. We do not make your legal remedy conditional on the courier first paying our claim. Your cancellation and refund rights for late or failed delivery are explained in our Terms and Conditions and also apply to personalised goods.

Optional cancellation form

You can send this form for an eligible order. You do not have to use it.

This form does not create a change of mind cancellation right for an exempt personalised item. It does not restrict any rights concerning a fault, an incorrect order or failed delivery.