Our aim is to ensure you have a great shopping experience, enjoy the personalised gift you’ve purchased. 

Therefore, if for any reason you’re not happy with your purchase, please tell us immediately so we can resolve whatever concern that you may have. We want you to be happy.

Before we go into the nitty-gritty of returns, we want you to know that we’ re sad that you’re not 100% satisfied with the items you received, and will work with you to make the returns so easy!

Return Policy

If your item is damaged, defective or in any way different to what you’ve ordered we will issue a replacement or a refund right away for you, unfortunately due to the nature or personalised items we aren’t able to accept the item as a return if you’ve changed your mind.

Return Conditions

To be eligible for a return, the product must be received by us in the same condition that you received it in.

Return Instruction

Please contact us immediately with your request. We will provide some instructions about returns and exchanges of the item(s).

After we receive your item, we will inspect the item(s) and send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds are issued through the same payment method. It may take between 5 and 10 business days to get your money back- depending on your payment method.

Shipping

To return your product, you should contact us to be provided with a mailing address.

Buyer is responsible for shipping costs for returning your item.

Order Cancellation

We try to process orders quickly to ensure items are shipped as soon as possible if you need to cancel your order we need to be notified as soon as possible, if the item has already been dispatched we are unable to cancel the order.

Please wait until item arrives and contact us.

Please read more on shipping here

Communication

We value communication! The entire return process is a hassle- please we encourage you to contact us so we can resolve whatever issue/concern you may have. Use the form below or send email to sales@presentlysurprised.co.uk