01. Standard Product Returns

For standard, non-personalised products, we offer a voluntary 30-day returns period from the date of delivery.

To qualify under this additional policy:

• Contact us within 30 days of delivery.
• The item must be unused and in its original condition.
• Include original accessories and packaging where reasonably possible.
• Provide your order number or proof of purchase.

02. Personalised & Custom-Made Products

Many of our products are created especially for you using names, photographs, messages, logos or unique designs.

Examples include:

• Personalised and engraved doormats
• Custom mugs and drinkware
• Engraved slate and wooden coasters
• Personalised keyrings and wallets
• Custom aprons, bags and accessories
• Personalised house signs
• Other bespoke personalised gifts

Products made to your specifications or clearly personalised are generally excluded from the statutory change-of-mind cancellation right.

We therefore do not normally accept change-of-mind returns for these products.

03. Personalisation Details & Errors

Please check all personalisation details carefully before placing your order.

• Names and spelling
• Dates and special messages
• House numbers and addresses
• Uploaded photographs and artwork
• Selected colours, sizes and designs

We normally produce personalised items using the details supplied at checkout.

If the information you supplied contains an error, we cannot normally offer a free replacement or refund solely because of that mistake.

If we have made an error, we will put it right in accordance with your consumer rights.

04. Damaged, Faulty or Incorrect Items

Every order is prepared with care, but occasionally something may go wrong.

If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.

Please include:

• Your order number
• A description of the issue
• Photographs, where available
• Your preferred contact details

Photographs are helpful but are not required to exercise your statutory rights.

05. Order Cancellations

If you need to cancel or amend an order, please contact us as soon as possible.

For eligible standard products, your statutory cancellation rights apply.

For personalised or made-to-order goods, we may be able to cancel or amend your order before production begins. This cannot be guaranteed.

Once production has started, cancellation or amendment may no longer be possible.

Your rights concerning faulty or misdescribed goods remain unaffected.

06. Refunds & Processing

Once your return has been received, we will review it and confirm the outcome.

Approved refunds will normally be issued to your original payment method.

• For statutory change-of-mind cancellations, refunds are made within 14 days of receiving the returned goods or evidence of their return, whichever is earlier.
• Where required by law, the original basic delivery charge will be refunded.
• Additional charges for upgraded delivery are generally not refundable beyond the basic delivery cost for a change-of-mind cancellation.
• Your payment provider may take additional time to display the refund.

For returns under our additional voluntary 30-day policy, approved refunds will be processed promptly following inspection.

07. Return Postage

For change-of-mind returns, customers are responsible for the direct cost of return postage, provided this was disclosed before purchase.

If a product is faulty, damaged or incorrect due to our error, we will cover reasonable return costs where legally required.

Please contact us for return instructions before posting an item.

08. Delivery & Shipping

We aim to make sending gifts affordable and convenient.

Available delivery options and charges are displayed at checkout before purchase.

Next-day delivery availability may depend on the product, order time, production requirements, delivery location and working days.

Personalised products may require additional production time before dispatch. Next-day delivery does not necessarily mean a personalised item will be produced and delivered the following day.

Applicable exclusions and estimated delivery dates will be communicated before purchase.

09. Natural Materials & Variations

Some Gifts Unseen products are manufactured using natural materials, including wood, slate and coir.

Natural variations in grain, texture, shade and surface characteristics may occur.

These characteristics are not automatically considered defects. All products must nevertheless match their descriptions and applicable quality standards.

10. How to Request a Return

To request a return, refund or replacement, contact us at:

sales@giftsunseen.com

Include your order number, the product concerned and the reason for contacting us.

We will review your request and explain the next steps.

For statutory cancellations, you may notify us using any clear statement of your decision to cancel. A specific form is not required.

11. Your Consumer Rights

This policy operates alongside your rights under applicable UK consumer legislation, including:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Nothing in this policy excludes or restricts your statutory consumer rights.