Step 1: Initiation of Return
Contacting Customer Support: When you contact our customer support team to initiate a return due to a faulty, damaged, or incorrect item, we begin the process immediately.
Information Gathering: Our team collects all necessary information to assess the situation, including your order details and the nature of the issue.
Step 2: Assessment and Authorisation
Prompt Assessment: We strive to assess the issue promptly, typically within 24 working hours.
Authorisation: If the return is authorised based on our policy, we will guide you on the next steps, which may include returning the item to us.
Step 3: Return and Inspection
Return Shipping: You will be responsible for returning the item to us, following the instructions provided.
Secure Packaging: Ensure that the item is securely packaged to prevent further damage during transit.
Inspection: Once we receive the returned item, we will conduct a thorough inspection to verify the reported issue.
Step 4: Refund or Replacement
Refund: If your claim is approved, we will initiate the refund process within 1 week from the moment your claim is accepted.
Replacement: If you requested a replacement, we will process it as quickly as possible, depending on product availability.
Step 5: Bank Processing
Bank Timeline: Please note that the time it takes for the refund to appear in your bank account as a credit can vary but generally takes 2-5 working days.
Bank Policy: The processing time also depends on your bank’s policies and procedures.
Step 6: Communication
Customer Notification: Throughout the process, we will keep you informed about the progress of your return or refund.
Resolution Confirmation: You will receive confirmation once the refund or replacement is processed.
Our Commitment
We are committed to providing a smooth and efficient process for returns and refunds while ensuring the quality of our personalised gifts. Our goal is to address your concerns promptly and provide a satisfactory resolution.
If you have any questions or require further information about the status of your return or refund, please don't hesitate to contact our customer support team. We are here to assist you.