1. General Information
At Giftera, every creation is a bespoke masterpiece. Your order is custom-made, subjected to rigorous quality checks, and carefully packaged to reach you in pristine condition. We partner with trusted UK logistics providers (such as Royal Mail, Evri, and DPD) to ensure a prompt and secure delivery directly to your door.
The total time to receive your parcel is divided into two stages:
- Production Time: Includes creating your bespoke design, printing, quality assurance, and order preparation.
- Dispatch Time: The transit time from our production facility directly to your address.
Estimated Delivery Time = Production Time + Dispatch Time
2. Estimated Delivery Times
The timeframes below are expressed in working days. They vary depending on the type of product ordered:
⚠️ Peak Seasons: During busy gifting periods (Mother's Day, Father's Day, Christmas, Valentine's Day...), processing and transit times may be slightly extended. We highly recommend placing your orders as early as possible during these seasons to guarantee a timely arrival.
3. Delivery Charges
Shipping costs are calculated transparently at checkout. They depend on the weight and dimensions of your parcel, the destination address, and any active promotional offers on our store.
4. Lost Orders & Address Issues
Parcel lost in transit
If your tracking status hasn't updated for more than 14 consecutive days (excluding major incidents reported by the courier), we will automatically dispatch a replacement order at our expense.
Marked as "Delivered" but not received
If the tracking shows your parcel as delivered but you haven't received it, we kindly ask you to first check with your neighbours or any safe spaces around your property. If the parcel remains missing, you must contact the courier to report the loss. An official written confirmation from the courier stating the loss is mandatory. Once you forward this document to Jennie and our team via our Contact Page or directly at support@giftera.co.uk, we will proceed with a replacement. Without this proof, no refund or replacement can be issued.
Incorrect address or postcode
Made a mistake when entering your delivery address or postcode? You have a 2-hour window after placing the order to contact us. Beyond this timeframe, the production of your bespoke gift will have already begun, and the details can no longer be amended. If the parcel is lost or returned due to an incorrect address, we cannot offer a free replacement or refund. However, our support team can assist you with a goodwill gesture to place a new order.
5. Frequently Asked Questions (FAQ)
Why isn't my tracking number working?
Don't worry, the courier can take between 24 and 48 hours to scan the parcel and activate the tracking link. If no information appears after 48 hours, please feel free to reach out to our team.
Why are my items dispatched separately?
To ensure the fastest possible delivery, your items may be dispatched in separate parcels if they require specific packaging (e.g., a fragile ceramic mug vs. a t-shirt) or if they originate from different production lines.
Can I change my delivery address?
Yes, but only within 2 hours of placing your order. Contact Jennie and the support team immediately via our Contact Page or email us at support@giftera.co.uk. Once the personalisation phase has started, modifications are unfortunately no longer possible.
Support Hours: Mon - Fri, 9:00 AM - 6:00 PM (UK Time)
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