At Giftera, every creation is a bespoke masterpiece, just like your order. We conduct rigorous quality checks before every dispatch to ensure your personalised gifts arrive in pristine condition.
Our guarantee policy (replacement or refund) is valid for 30 days from the date you receive your parcel, in accordance with the UK Consumer Rights Act.
1. Eligible Claims (Accepted)
We are committed to offering a free replacement or a full refund in the following scenarios:✔️ Covered by our guarantee:
- Damaged Product: The item arrived broken, scratched, or has a clear manufacturing defect.
- Personalisation Error: The text, image, colour, or size does not match the design you approved during checkout.
- Dispatch Error: An item is missing from your parcel, or you received a product meant for another customer.
- Lost Parcel: The tracking status shows "Delivered" but you have not received anything (subject to providing an official loss confirmation from the courier).
2. Ineligible Claims (Rejected)
Due to the highly personalised nature of our bespoke products, we unfortunately cannot accept returns or issue refunds in the following situations:❌ Not covered:
- Customer Errors: Spelling mistakes, or errors in selecting the size, model, or colour when placing the order.
- Incorrect Delivery Details: If the parcel is lost or returned to us due to an incomplete or incorrect address or postcode provided by you.
- Change of Mind: Personalised goods cannot be resold and are therefore exempt from the standard right of withdrawal under UK Consumer Contracts Regulations.
- Late Claims: Any request made after the 30-day window following delivery.
3. How to Make a Claim
For a swift resolution, please contact our team via our Contact Page or email us directly at support@giftera.co.uk, providing:- Your order number.
- Clear photos or a short video showing the defect or production error.
Average Processing Times
- Replacement Production: Dispatched according to the standard timeframes for the original product.
- PayPal Refund: 3 to 5 working days.
- Credit/Debit Card Refund: 5 to 10 working days (depending on your card issuer).
⏱️ Modifications & Cancellations
As soon as your order is placed, it is sent straight to our workshop for preparation. Therefore, we can only offer a strict 1-hour window for any amendments or cancellations.
Once this time has passed, production will have already begun and no changes can be made. If you need to request an urgent change within this first hour, please email us immediately with the subject line "URGENT: Order #[Your Order Number]".
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