Shipping & Delivery Policy

Please read this policy carefully before placing your order. By completing your purchase, you acknowledge that you have read, understood and accepted this policy.

1. Production and Delivery Times

All our products are made to order. Each order must therefore be produced before it can be handed over to the carrier.

The estimated total delivery time is calculated as follows:

Delivery Time Calculation: Production Time + Shipping Time = Estimated Delivery Date

2. Estimated Delivery Times

The delivery times stated below are estimates and are not guaranteed delivery times, unless an express delivery guarantee is specifically provided for a particular order.

Business days generally exclude weekends and applicable public holidays.

Delivery times may vary depending on the destination, carrier, customs procedures, weather conditions, order volume, or any other circumstances reasonably beyond our control.

3. Carriers and Shipping Methods

The carrier and shipping method may vary depending on the destination, product, parcel weight, dimensions and logistical requirements.

Applicable shipping charges will be displayed at checkout before you complete your order.

Unless otherwise stated at checkout, customs duties, import taxes, brokerage fees and any other charges imposed by the destination country are the responsibility of the recipient.

4. Order Verification and Processing

The customer is responsible for checking the accuracy of all information provided when placing an order, including:

• Selected product;
• Personalisation details;
• Quantity;
• Recipient's name;
• Full delivery address;
• Flat, apartment, unit, suite or building number, where applicable;
• Town/City;
• County/State/Province/Region;
• Postcode;
• Country;
• Telephone number or other contact details required for delivery.

An order may enter production shortly after payment is received. Once production or processing has started, changes and cancellations may no longer be possible.

Address Changes

A request to correct the delivery address may be submitted within 2 hours of placing the order.

An address change is only effective once it has been confirmed by our customer service team.

After this period, the order may already be in production or being prepared for dispatch. Any requested change will depend on the current status of the order and may result in additional charges or delays.

Once the parcel has been handed over to the carrier, any address change will depend entirely on the carrier's available options and procedures. Additional charges or delays may apply.

5. Incorrect or Incomplete Address

The customer is responsible for providing an accurate and complete delivery address.

We are not responsible for failed deliveries, delays, returns, additional charges or losses resulting from an incorrect, incomplete, outdated or undeliverable address provided by the customer.

If a parcel is returned because of such an address, a refund, replacement or free re-shipment is not guaranteed.

At our sole discretion, we may offer a re-shipment subject to the following conditions:

• The customer provides a complete and correct delivery address;
• The customer pays an additional fee equal to 50% of the original order value before replacement production or dispatch begins;
• This fee remains applicable even if the original parcel is lost while being returned;
• The replacement shipment will only be initiated after payment has been successfully received and the new address has been confirmed;
• A new production and shipping timeframe will begin from confirmation of the replacement shipment;
• Re-shipment is offered as a discretionary commercial solution and is not guaranteed.

If the customer declines the applicable fee, no free replacement is owed where the issue resulted from an incorrect or incomplete address provided by the customer.

6. Order Tracking

Once your order has been dispatched, tracking information may be provided to you.

Tracking information may not appear immediately. Depending on the carrier, the first tracking event may take 24–72 business hours to appear after the parcel has been handed over to the carrier.

A temporary lack of tracking updates therefore does not necessarily mean that the parcel has been lost.

If no tracking information is available or no update has appeared for more than 48 hours after dispatch, the customer may contact our customer service team so that we can check the status of the shipment.

Tracking information is managed by the carrier and may experience temporary synchronisation delays.

7. Delivery Delays

The delivery times provided are estimates and do not constitute a guaranteed delivery date.

A delay may result from, but is not limited to:

• Carrier delays;
• Extreme weather conditions;
• Natural disasters;
• Customs clearance;
• Incorrect or incomplete shipping information;
• Address verification;
• Transport disruptions;
• Public holidays;
• Unusually high order or shipment volumes;
• Customs or regulatory requirements;
• A parcel being lost or misrouted; or
• Any other circumstances reasonably beyond our control.

If the estimated delivery timeframe has passed, please contact our customer service team with your order number and, where available, your tracking number. We will check the status of your shipment.

Exceeding the estimated delivery timeframe does not automatically entitle the customer to a refund or replacement.

8. Lost Parcels or No Tracking Updates

A parcel with no tracking update for more than 21 days may be considered lost for the purposes of our delivery procedure.

A parcel that has been officially declared lost by the carrier may also be treated as a lost parcel.

After reviewing the available information, we may, depending on the circumstances, offer:

• A re-shipment of the affected product; or
• Another appropriate commercial solution, such as a 100% discount code for a new order, with a value not exceeding 20% of the original order value.

The solution offered will depend on the circumstances of the case and the information provided by the carrier.

Where a replacement shipment is approved, a new production and shipping timeframe will apply.

9. Tracking Shows “Delivered” but Parcel Not Received

If the tracking information shows that the parcel has been delivered but the customer has not received it, the customer should first:

1. Check the area around the delivery address, entrances, mailrooms, reception areas and other safe locations where the parcel may have been left;
2. Check with household members, neighbours, building management or reception staff;
3. Contact the carrier to request further information or proof of delivery;
4. If the parcel remains missing, contact our customer service team with the order number and tracking information.

Carrier records and proof of delivery may be used to determine the outcome of a delivery dispute.

A free replacement shipment is not automatically provided when the carrier confirms delivery. Official confirmation of loss or other appropriate evidence provided by the carrier may be required before a free replacement is approved.

The customer should report this type of issue as soon as possible after discovering that the parcel has not been received.

10. Delivery Attempts and Collection Points

If the recipient is unavailable, the carrier may, in accordance with its delivery procedures:

• Make another delivery attempt;
• Leave the parcel in a safe place;
• Deliver the parcel to a neighbour;
• Leave the parcel at a collection point; or
• Take any other action permitted under its delivery procedures.

The customer is responsible for monitoring the tracking information and following the carrier's instructions.

Where a carrier has properly attempted delivery or made the parcel available for collection in accordance with its procedures, this situation does not, by itself, constitute a failure on our part to ship or deliver the order.

11. Returned or Undeliverable Parcels

Where a parcel is returned or declared undeliverable, the applicable procedure depends on the reason for the return.

If the return results from an incorrect, incomplete or undeliverable address provided by the customer, the provisions of Section 5 apply.

In other circumstances, we will review the information provided by the carrier and determine, based on the circumstances, whether a replacement or another solution may be offered.

Where a parcel is already being returned, a new shipment generally cannot be arranged until the situation has been confirmed and, where necessary, the parcel has actually been returned to our facility.

If a parcel is lost during its return because of an incorrect or incomplete address provided by the customer, a refund or replacement may not be available.

12. Multiple Shipments

A single order may be shipped in multiple parcels.

This may be necessary, for example, when:

• Products are manufactured at different facilities;
• Products require different manufacturing processes;
• Different packaging requirements apply;
• Weight or dimensions require different shipping methods; or
• Items become ready for dispatch at different times.

Each parcel may have its own tracking number and may be delivered on a different date.

Receiving only part of an order therefore does not automatically mean that an item has been lost.

If the estimated delivery timeframe has passed and one or more items are still missing, please contact our customer service team.

13. Customs, Taxes and Import Duties

International shipments may be subject to customs inspections, import duties, taxes, brokerage fees or other charges imposed by the authorities of the destination country.

Unless otherwise stated at checkout, such charges are the responsibility of the recipient.

Customs clearance times vary between countries and are outside our direct control. We therefore cannot guarantee that shipments will be free from delays caused by customs procedures.

14. What to Do If Your Order Has Not Arrived

If your order has not arrived within the estimated delivery timeframe:

1. Check the tracking information;
2. Verify the delivery address shown in your order confirmation;
3. Check with household members, neighbours, reception staff or other persons authorised to receive the parcel;
4. Check whether the parcel has been redirected to a collection point;
5. Contact the carrier where further information is available;
6. Contact our customer service team if the issue remains unresolved.

When contacting us, please provide your order number and, where available, your tracking number.

15. Liability and Limitations

We make reasonable efforts to manufacture and dispatch orders within the estimated production and shipping timeframes.

However, unless an express delivery guarantee specifically applies to your order, production and shipping times remain estimates only.

We are not responsible for delays or delivery problems resulting from circumstances reasonably beyond our control, including carrier operations, customs procedures, weather conditions, transport disruptions, periods of exceptionally high demand or incorrect information provided by the customer.

Nothing in this policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.

Need Help?

If you have any questions regarding your delivery, please contact our customer service team. Where possible, please include your order number and tracking number.

Our customer service team generally responds within 24 hours.

Email: support@giftera.co.uk