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RETURNS & REFUNDS

General

We want you to love your order. Because every item is personalised and made to order, we can’t accept returns for a change of mind. But if something isn’t right or broken, we’ll put it right as quickly as possible.

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Here are all the points you need to know about refunds. If you are not sure, just send us an email and we will be happy to help.

Personalised Items

  • No change-of-mind returns on personalised goods.

 

  • If your item is faulty or arrives damaged, we’ll help promptly with a replacement, remake, or refund.

 

  • Please send a message within 48 hours with a photo of the damaged item.

If your order arrives damaged

To help us sort it fast, please contact us within 48 hours of delivery with:​

  • Your name and order number​​

 

  • A short description of the issue

 

  • Photos of the item, the fault/damage, and the packaging (inside & outside)

If you discover a fault later

Please report any manufacturing fault within 30 days of delivery.


After 30 days, we’re unable to accept new fault reports.

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Note: The Personalised Gift Cove will not be held responsible for any faults reported after 30 days. This does not affect your statutory rights.

What happens next

  • We’ll review your message and photos quickly.
     

  • If we need the item returned, we’ll let you know and provide instructions.
     

  • We’ll then arrange a replacement, remake, or refund as appropriate.

Helpful notes & exclusions

  • Personalisation is created exactly as provided; spelling or wording supplied by the customer isn’t considered a fault.
     

  • Minor variations in colour/brightness may occur between screens and real materials.
     

  • Care matters: damage caused by misuse or not following care guidance, e.g., soaking, harsh scrubbing, isn’t covered.

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