You can track the progress of your order by following the steps below:

1. Check your inbox: As soon as your bespoke items are dispatched, we will send you a confirmation email containing your tracking information. Please ensure you check your spam or junk folder just in case.
2. Log in to your account: If you have a Giftera account, simply sign in to view your current status and monitor your delivery's journey.
3. New to Giftera? If you didn't create an account during checkout, you can easily do so now. Visit our [Create Account] page, enter the email address used for your order, and activate it via the link in your inbox. You will then be able to access your tracking details.
4. Get in touch: If you cannot find your tracking details or need further assistance, please visit our Contact Page or reach out to Jennie and the team at support@giftera.co.uk. We are always happy to help.

Please allow a short period for the tracking information to update once your parcel has been dispatched."

When you place an order with Giftera, you will automatically receive an email confirming that we have successfully received it. If this email hasn't arrived in your main inbox, we kindly ask you to check your spam or junk folder.

Additionally, if you created an account during checkout, you can sign in to your profile on our website at any time to view your order history and check its current status.

If you have placed an order but still cannot locate your confirmation, there may have been a typo in the email address provided or a slight issue with the transaction. Please do not hesitate to reach out to Jennie and our support team at support@giftera.co.uk, and we will look into it and assist you immediately.

If you haven't received your order confirmation email, please try the following steps:

• Check your spam or junk folder: Automated confirmation emails can sometimes be filtered there by mistake.
• Double-check your details: A minor typo in your email address during checkout is the most common reason for missing emails.
• Allow a little time: Occasionally, network delays can cause emails to take a short while to arrive. Please allow a couple of hours.
• Get in touch: If you still cannot locate the email, the address provided might have been incorrect. Please contact Jennie and our team at support@giftera.co.uk so we can update your details on our system and resend your confirmation.

⚠️ Important: If you are unsure whether your order went through successfully, please reach out to us before placing a new one to avoid being charged for duplicate orders.

When you visit a specific product page, you will find all the available colours, product details, and a sizing chart. To view the exact measurements, simply click on the 'Size Guide' link located just below the price on the right-hand side of the page.

If you are unsure about which size to choose or need any further assistance, please don't hesitate to email us at support@giftera.co.uk.

For further details about our items—such as size guides, available colours, and material types—please refer to the specific product descriptions on our website.

If you have a specific question about a product or need further assistance finding the perfect bespoke gift, please don't hesitate to contact Jennie and our support team at support@giftera.co.uk.

If you need to amend your order, please reach out to our customer support team as quickly as possible. Because our items are bespoke, changes can only be made depending on the current status of your order. Here is what you need to do:

• Contact us immediately: You must reach out to Jennie and our team at support@giftera.co.uk within a strict 1-hour window of placing your order.
• Provide the details: To speed up the process, please include your order number and clearly state the exact changes you require (such as adjustments to custom text, size, or colour).
• Wait for confirmation: Our team will review your request and confirm whether the amendment can still be applied before your item goes to print.

⚠️ Please note: Once your order has entered the production phase (which happens shortly after the 1-hour window), we can no longer make any changes. As the item is custom-made specifically for you, we cannot offer a refund or replacement in this instance. Furthermore, please be aware that amending an order might occasionally add a slight delay to your estimated delivery time.

You can cancel your order within 1 hour of placing it. Once this timeframe has passed, your bespoke items will have already entered production, and we can no longer guarantee or accept any amendments or cancellations.

To cancel your order, please contact us via our live chat feature, reach out to our customer support team, or email Jennie directly at support@giftera.co.uk using the exact subject line: 'Cancel My Order - #[Your Order Number]'.

You can change your delivery address within 2 hours of placing your order. To request an address update, please contact us via our live chat, reach out to our customer support team, or email Jennie directly at support@giftera.co.uk.

⚠️ Please note: It is usually not possible to amend your delivery address after this 2-hour window, as your bespoke parcel will have already been processed for dispatch. Additionally, please be aware that changing your delivery details might occasionally result in a slight delay to your estimated delivery time.

Delivery charges depend on several factors, such as the weight and dimensions of your parcel, the selected shipping method, and your delivery address. The exact shipping cost will be calculated automatically for you at checkout.

Great news: We offer free delivery on all UK orders over £70!

Please note that shipping rates may occasionally vary during special promotional events. If you have any questions regarding our delivery options, please don't hesitate to reach out to Jennie and our team at support@giftera.co.uk.

It is completely normal for your items to arrive in separate parcels. Here is why:

• Availability & Workshops: Your bespoke items may be produced in different facilities. To ensure you receive your order as quickly as possible, we dispatch each item as soon as it is ready.
• Packaging Requirements: Certain products (such as fragile ceramic mugs or canvases) require specific protective packaging to prevent damage in transit, which differs from how we package apparel like t-shirts.
• Production Times: If one item in your order takes slightly longer to personalise and produce, we won't hold up the rest of your order. We will dispatch the completed items immediately.
• Delivery Charges: Rest assured, you will only ever pay for shipping once at checkout, regardless of how many separate parcels we send!

Every parcel will have its own tracking number so you can monitor its journey. If your remaining items do not arrive within 5 to 7 working days of the first delivery, please contact Jennie and our support team at support@giftera.co.uk so we can assist you.

If your tracking link appears to be inactive, please try the following steps:

• Check for typos: Ensure you have entered the tracking number exactly as provided, without any accidental extra spaces.
• Allow a little time: It is quite common for it to take between 24 and 48 hours for the courier to physically scan the parcel and update their online tracking system, even after your bespoke item has already left our production facility.
• Get in touch: If your tracking status remains stuck or hasn't updated after a couple of days, please don't hesitate to reach out to Jennie and our team at support@giftera.co.uk. We will happily look into it and contact the courier on your behalf.

If your tracking shows your parcel has been delivered but you cannot find it, please follow these steps:

• Check your tracking details: Review the delivery confirmation for any specific notes. If it is marked as 'Delivered', we recommend contacting your local post office or the courier directly, as they can provide precise information regarding the drop-off location.
• Verify your address: Double-check the delivery address on your order confirmation to ensure it is 100% correct.
• Search your property and ask neighbours: Couriers often leave parcels with a neighbour, a building manager, or in a designated 'safe place' (such as behind a planter, in the porch, or in a garage).
• Still no luck? If the address is correct and you have checked with your neighbours, please reach out to Jennie and our team at support@giftera.co.uk with your order number.

Please note: If the parcel was delivered to an incorrect address provided during checkout, we can arrange for a replacement; however, the costs for the new production and dispatch will be the customer's responsibility.

If your bespoke item arrives faulty or does not match your original order, please email us clear photographs demonstrating the issue to support@giftera.co.uk.

Once we have reviewed your request, Jennie and our team will promptly offer the most suitable solution: either dispatching a free replacement or issuing a full refund.

To help us resolve your issue as swiftly as possible, please email Jennie and the team at support@giftera.co.uk with the following details:

• Your order number: Essential for us to quickly locate your purchase in our system.
• Clear photographs or a short video: Please clearly show the faulty or incorrect item, including the original packaging and shipping labels if possible. This visual evidence is strictly required for us to validate your claim with our production facility.
• Your full delivery address: This helps us double-check if any delivery complications were caused by an incorrect address provided during checkout.

Our team will get back to you shortly. Once the issue is verified, we will promptly arrange for a free replacement to be dispatched or issue a full refund.

All approved refunds will automatically be credited back to your original method of payment.

If you paid by credit or debit card, the funds will be processed and sent to your bank within 5 to 10 working days following the approval of your cancellation or refund request.

Please note: If you have any questions regarding exactly when the funds will appear on your account statement, we kindly advise contacting your bank or card issuer directly, as processing times can vary between different financial institutions.

If you wish to arrange an exchange, please reach out to Jennie and our team at support@giftera.co.uk.

⚠️ Please note: As every Giftera creation is bespoke and made-to-order specifically for you, we can only accept exchange or refund requests if the item arrives with a major issue. These include:

• The item differs significantly from the product description or the preview you approved.
• It was damaged during production or in transit by the courier.
• It does not match your original order details (e.g., an incorrect product type, colour, size, or design).

Important Note on Colour Tolerance: Please allow for a potential 20% variance in colour between the image displayed on your screen and the actual physical product. This is a standard industry tolerance due to varying lighting conditions during photography and differences in individual monitor or phone screen settings.

No, there is no need to return the faulty or damaged item to us to receive your refund or replacement.

As every Giftera product is bespoke and personalised specifically for you, it cannot be restocked or resold. We kindly ask that you dispose of or recycle the faulty item safely.

⚠️ Please bear in mind: We can only issue refunds or replacements for errors made on our end (such as manufacturing defects or damage in transit). Unfortunately, we cannot take responsibility or offer a refund if the issue stems from an error outside our control—such as a spelling mistake made by the customer when entering their custom text during checkout.

To ensure your shopping experience is as smooth and convenient as possible, we accept a wide range of fully secure payment methods:

• Credit & Debit Cards: Visa, Mastercard, Maestro, American Express (Amex), Discover, Diners Club, and UnionPay.
• Digital Wallets & Express Checkout: PayPal, Apple Pay, Google Pay, and Shop Pay.
• Flexible & Regional Payments: Klarna and Bancontact.

Please note: We do not accept personal cheques, direct bank transfers, or cash on delivery (COD).

If your card payment is declined at checkout, please don't worry. Here are the most common reasons and how to resolve them:

• Double-check your details: Ensure your card number, expiry date, and security code (CVV) have been entered correctly without any typos.
• 3D Secure Authentication: Your bank may require you to verify the transaction via their mobile banking app or an SMS code (OTP). Please ensure you have completed this additional security step.
• Insufficient funds or exceeded limits: Please check that you have adequate funds in your account and haven't reached your daily spending limit.
• Security block: Your bank might temporarily hold the transaction as a precaution if it appears to be an unusual purchase. You may need to contact them directly to authorise the payment.
• Technical glitch: If all details are correct, it may simply be a temporary connection issue. Please wait a few moments and try again, or select an alternative express checkout method such as PayPal or Apple Pay.

If the issue persists, please don't hesitate to reach out to Jennie and our team at support@giftera.co.uk — we are always happy to help.

Absolutely! We want your shopping experience to be as flexible and convenient as possible.

Want to spread the cost? We have partnered with both Klarna and PayPal (Pay in 3) to let you split the price of your bespoke gifts into interest-free instalments. It’s a fantastic, budget-friendly way to order your personalised items today and pay over time.

How to use it: Simply choose either Klarna or PayPal at the checkout stage, log in to your chosen account, and select the instalment option to get started.

Absolutely. The security of your personal and financial information is our absolute priority. >
Our store uses state-of-the-art SSL (Secure Sockets Layer) encryption technology to ensure that all your transaction data is fully protected. Furthermore, we never store your credit or debit card details on our own servers. All payments are processed entirely through secure, industry-leading payment gateways, giving you complete peace of mind while shopping for your bespoke gifts at Giftera.