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Returns Policy

Cancellation

You can cancel your order within 72 hours of placing it. After that, cancelled orders incur a fee of £2.99.

The majority of our products are made-to-order, and so we purchase supplies based off your requirements. The cancellation fee has been put in place to cover any costs we might have incurred since you placed your order. If you have any further questions about this, you can email customerservice@gift-luxe.com.

To cancel an order, simply:

  1. Log into your account and go to My Orders: www.gift-luxe.com/my-account/orders/
  2. Click the “Cancel” link on the right-hand side.
  3. Select the item(s) you want to return, and click “Submit Cancellation”.
  4. We will then cancel your order, and contact you if there are any issues with our cancellation.

Refunds & Exchanges

If you are unhappy with your order for any reason, we are more than happy to grant you a refund or exchange. Items must be unused and in their original packaging.

However, please note that we do not issue refunds or exchanges for the following, unless they are faulty:
– Personalised items
– Underwear
– Perishable items, such as food and beverages
– Gift Cards (see out Gift Card Terms & Conditions)

For details of how to return or exchange an item, see below.

To return or exchange an item, simply:

  1. Log into your account and go to My Orders: www.gift-luxe.com/my-account/orders/
  2. Click the “Refund” link on the right-hand side.
  3. Select the item(s) you want to return, and the reason for your return/exchange. Give any further details, if necessary. If you want an exchange, let us know the size, colour, and/or other attributes required. Click the “Submit Request” button.
  4. We will then review your request, and contact with you with how to return your item(s). Please note, customers will be responsible for the cost of returning items, unless faulty.
  5. Upon receipt of the item(s), we will issue your refund/exchange within 5 working days.
  6. Please note, refunds may take up to 5 working days to appear in your account. Exchanges will incur the standard production and delivery times, and we will dispatch your exchange using the same delivery method you originally selected.

Refunds will be issued within 5 working days of receipt of your returned items.

Please note that funds may take a further 5 working days to appear in your account.

We work with the most reliable shipping providers in the world, to ensure that your orders reach you promptly and securely. However, on occasion, parcels may be delayed in transit, or get lost. At such times, we will do everything we can to track down your parcel and ensure it reaches you as soon as possible.

If your order arrived after 28 days since it was dispatched, email us at customerservice@gift-luxe.com. At that point, we will be happy to issue you a refund, along with our sincere apologies.

Please note, we do not consider items as lost until 28 days after they were scheduled to arrive.

We accept no liability for delays with the delivery provider.

If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. See our Returns Policy for more information. We always try to ensure that the images of products on our website are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.

Gift Cards cannot be returned or refunded, except in accordance with your legal rights. Gift Cards cannot be exchanged for cash or transferred for value (see our gift voucher terms and conditions).