Returns and cancellations

Gift on Cue is operated by Stride World LTD, registered in England and Wales, company number 16865108. Our registered office is 5th Floor 167-169 Great Portland Street, London, England, W1W 5PF. Our VAT number is GB519988916.

For orders, returns or complaints, email hello@giftoncue.com. For privacy questions, email privacy@giftoncue.com.

We aim to reply within one working day, Monday to Friday excluding UK bank holidays.

If something hasn't been resolved, please tell us you'd like to make a complaint so we can review it properly. Unresolved complaints will be escalated to the owner.

Please contact us for return instructions before sending anything back. Our registered office is not the return destination for orders.

For ordinary gifts, you have 14 days from the day after you or your nominated recipient receives the goods to tell us you would like to return them. You then have another 14 days to send them back. This applies to business and personal customers. For a single order delivered in parts, the period starts after the last relevant item is received.

Email hello@giftoncue.com with your order details. You can also cancel an eligible order before delivery. You do not need to give a reason. Any clear cancellation request is enough. Your cancellation does not depend on waiting for our approval.

You pay the return postage when you change your mind. We will provide the return address and packing instructions. You can open and inspect an item as you would in a shop. If an item has been used or damaged beyond simply checking it, we may reduce the refund to reflect its reduced value.

Products made with your logo, name or design can't be returned simply because you change your mind. If they arrive faulty, damaged or don't match your order, please contact us and we'll put things right.

An ordinary gift remains eligible for return when it comes with a personalised card. The personalised card itself is excluded from change-of-mind returns.

Contact us as soon as possible if you need to cancel. Personalised orders may go into production shortly after payment, so cancellation isn't always possible. If we can stop your order before incurring costs we cannot recover, we will refund it in full. Otherwise, we will explain what can still be stopped and refunded, taking account of costs we can recover.

Fresh flowers and gifts that spoil or expire quickly can't be returned simply because you change your mind. If they arrive damaged, spoiled or don't match your order, please contact us and we'll put things right.

This exception does not automatically apply to every food product or to dried flowers. Relevant exceptions will be explained before you buy.

For health and hygiene reasons, some sealed products can't be returned simply because you change your mind once their hygiene seal has been broken. We'll clearly identify these products before you buy. This doesn't affect your rights if the item is faulty, damaged or incorrect.

Opening ordinary packaging does not, by itself, prevent a return.

Contact us as soon as possible with your order details and photos where possible. Either the purchaser or recipient can ask for help. We will arrange the appropriate refund, replacement or other remedy and cover any necessary return postage. We will tell you whether the item needs to be returned.

These reporting requests do not shorten your legal rights. Our change-of-mind exceptions do not remove rights relating to faulty or misdescribed goods.

We aim to process refunds within 48 hours once we have the returned goods or evidence that you have sent them back, whichever comes first. For eligible change-of-mind returns, we will process the refund no later than 14 days from that point. Your bank or payment provider may take longer to show it in your account.

If there are no goods to return, or we do not require a return, we aim to process the refund within 48 hours and will do so no later than 14 days after you tell us you are cancelling an eligible order. Different legal deadlines for faulty-goods remedies still apply.

If you return an entire eligible order because you changed your mind, we also refund the original standard delivery charge. Any extra paid for express delivery is not included in that change-of-mind refund.

For a change-of-mind return of part of an order, we refund the returned eligible items and retain the original delivery charge where the delivery cost is unchanged. If the applicable delivery charge is reduced, we refund the difference. Faulty, incorrect or undelivered goods are handled separately according to the remedy owed.

Refunds go to the purchaser's original payment source. Card payments go back to the original payment method. Purchased account funds go back to the paid balance and remain refundable; promotional credit goes back as promotional credit. Free promotional credit is not refunded as cash.

For ordinary change-of-mind exchanges, return the item for a refund and place a new order. This does not replace your rights to a replacement or other remedy for faulty goods.

Your statutory rights are unaffected. If the law gives you additional cancellation or refund rights, those rights apply.