Returns & order problems
You are not charged for an invitation gift that is declined or left unclaimed.
If you added money to your account beforehand, the unused funds remain yours. Billing shows funds set aside for pending gifts and those released when an invitation ends.
Gifts sent directly to an address are paid at checkout and follow the normal cancellation and returns policy.
Yes, you can cancel an eligible ordinary-gift order before delivery. For changes or personalised orders, email us as soon as possible so we can check whether preparation or production has started.
Include your order reference and what you want to cancel or change. An eligible cancellation does not need a reason, special form or our approval. We confirm requested amendments separately.
For personalised orders, we refund in full if we can stop before incurring costs we cannot recover. If production has started, we explain what can still be stopped and refunded.
Yes, for eligible ordinary gifts. Tell us within 14 days, counted from the day after the gift is received (or the last item, if it arrives in parts), then send the gift back within another 14 days. This applies to personal and business purchases.
Email hello@giftoncue.com with your order reference and the item you want to return.
We will send the return address and packing instructions.
Post the item back within the return period and keep proof of postage.
You pay return postage for a change of mind. You can open and inspect the gift; use or damage beyond that may reduce the refund.
Personalised items, quickly perishable gifts and certain opened hygiene-sealed goods have exceptions. A standard gift is still eligible if it came with a personalised card; the card itself is excluded.
For a change-of-mind exchange, return the item for a refund and place a new order. Faulty or incorrect items follow a separate process, and your statutory rights are unaffected.
Personalised Swag and cards cannot be returned for a change of mind. If they are faulty, damaged or do not match your order, we will put it right.
A standard gift sent with a personalised card can still be returned; only the personalised card is excluded.
For cancellation before production, email us as soon as possible. We will check what can be stopped and refunded.
Personalised products, fresh flowers and gifts that spoil quickly cannot be returned for a change of mind. Some hygiene-sealed products are also excluded once the seal is broken.
We identify relevant exceptions before purchase. Not all food or dried flowers are excluded, and opening ordinary packaging does not prevent a return.
You can still contact us for a remedy if any of these items arrive faulty, damaged, spoiled or incorrect.
Email us with the gift reference, a description and photos if possible. We will arrange the appropriate refund, replacement or other remedy and cover any necessary return postage.
Either the purchaser or recipient can contact us. Keep the item and packaging while we check whether a return is needed.
Your rights for faulty or incorrect items are separate from the change-of-mind return window.
We aim to process refunds within 48 hours of receiving the return or proof of postage, whichever comes first. Refunds go back to the purchaser’s original payment source; bank processing can take longer.
For eligible change-of-mind returns, the maximum processing time is 14 days from that point. If no return is needed, the 48-hour aim and 14-day maximum run from your cancellation request. Other legal deadlines may apply to faulty-goods refunds.
Card payments return to the original payment method, purchased funds to your paid balance, and promotional credit as credit. Purchased funds remain refundable to the original payment method.
For a whole eligible change-of-mind return, we also refund standard delivery, but not an express upgrade. For a partial return, we refund any reduction in the delivery cost.
Contact us with your gift reference and we will investigate with the courier. You can see the latest tracking in your account.
If tracking says delivered, the courier may have left a safe-place note or delivered to reception. Tell us if you still cannot find it and we will follow it up.
If the gift is lost or we miss an agreed essential date, we will explain the refund or other remedy available for your order. Delivery estimates do not limit your legal rights.
The courier’s tracking usually explains how to arrange redelivery or collect the parcel. Contact us if it has been returned or you need help arranging another delivery.
We cover redelivery costs caused by our own or the courier’s error. If the extra cost comes from an incorrect address or missed collection, we agree it with the purchaser before resending.
We will offer you an alternative or a refund. We only substitute a gift or change its price with your approval.
This can happen if stock changes before an invitation is accepted or an order is confirmed. We will explain any effect on the delivery date.
Email hello@giftoncue.com. Both senders and recipients can contact us for help with a gift or order.
Include your gift or order reference and a short description. For a damaged or incorrect item, photos help us resolve it.
For a complaint, use the same email address and tell us what remains unresolved. Complaints are escalated to the owner when needed.
We aim to reply within one working day, Monday to Friday, excluding UK bank holidays.
For an urgent change or cancellation, include your order reference and the change you need in your email.
