Return Policy

Everything You Need to Know

RETURNS AND EXCHANGES
I gladly accept returns and exchanges. 
Contact me within 14 days of delivery.
Dispatch items back within 14 days of delivery.
Eligible returns are accepted for up to 30 days.

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In order to arrange a return, please contact our customer service team as soon as possible and within 14 days of delivery. You must inform us in writing with the order number, the product number or name and the reason for the requested return. Returned parcels must be packaged securely with all the items in that product included. Any additional costs from delivery or returning the product that are not agreed beforehand with Gifting Queen Ltd are not covered under our cancellation policy.

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Once we have received a returned order, the items returned will be checked and any agreed refunds, credits or exchanges will be made within 14 days of return receipt. For any returned product that is not faulty (or we found it to be not faulty), we will refund to you what you paid for the product (including delivery), less an administration fee if Gifting Queen Ltd return service is used. The administration covers the return delivery costs and the administration time to process the return and includes VAT.  For returned orders that were faulty, no administration charge will be deducted from the refund. 

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CANCELLATIONS
I don't accept cancellations as all of my gift hampers and handmade items are made to order, however, please contact me if you have any problems with your order.

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If we are unable to complete your order, we will inform you of this as soon as practicable and cancel your order. You will not be charged for the order (and if payment has been taken, it will be refunded to you).

Cancellation can be made by us where we are unable to, or it is not commercially reasonable for us to, complete the order. This may include (for example) where we have identified a material error in the price or description of the product(s) shown on the website (whether due to software errors or otherwise), because items are out of stock, because we are unable to meet a delivery deadline you have specified, because (for international deliveries) the import duties or costs which we are notified off are unreasonable, or for other unexpected reasons that we could not reasonably plan for.

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ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE
The following items can't be returned or exchanged. Due to the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

• Custom or personalised orders

• Personalised and Branded goods

• Bespoke Gift Hampers

• Perishable products (like food or flowers)

• Digital downloads

• Jewellery (for health/hygiene reasons)

• Intimate items (for health/hygiene reasons)

CONDITION OF RETURN
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

PERISHABLE ITEMS
Some of our gift hampers contain perishable goods. Please be aware that chocolate can begin to melt at temperatures of 21 degrees C or 70 degrees F.  As such, please be aware that the weather of the dispatch location (Birmingham, UK) and the destination location as well as the storage used by the third-party courier services can affect perishable items. Therefore, we recommend that you consider the time of year as well as the associated locations when choosing your gift.

We do offer upgraded shipping options within the UK for next day delivery which is recommended for all perishable items. We reserve the right to delay shipping on Fridays during the months of March through October as an added protection against product melting in transit. We cannot be held responsible for incorrect shipping information provided by the customer, COVID-19 delays, extreme weather fluctuations, Peak Shopping Period Delays (Valentines, Mother's Day, Father's Day, Black Friday, Cyber Monday, Christmas etc.) or failed delivery attempts resulting in perishable goods being spoilt.

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INCORRECT SHIPPING INFORMATION
During the fulfilment process, we do our best to contact you if we happen across an “undeliverable address.” We define an “undeliverable address” as one that is not recognized by the courier shipping system, and therefore would not be delivered by the courier upon reaching the location. However, Gifting Queen Ltd. is not responsible for incorrect shipping information provided by the customer. As a result, if an undeliverable address or inaccurate shipping information is provided, Gifting Queen Ltd. is not responsible for the unreceived item.

If the courier is unable to deliver an order based on inaccurate information provided by the customer, the package may be disposed of by the courier. In the instance that the customer would like the package to be redelivered, they must place a new order.

If the courier is unable to deliver an order based on inaccurate information provided by the customer, the package may be returned to me, the sender, by the courier. In the instance that the customer would like the package to be redelivered, they must pay for the additional shipping cost.
 

RETURNS

If you are not completely satisfied with an item you have purchased for any reason then you are entitled to return the order for a refund. Please contact us first to advise of any problems

Please note this policy excludes all our flower products, confectionery or food products with a use by date as these are perishable goods and exempt from this legislation, as well as all personalised items. We will consider refunds if there has been an error on our part but this excludes where we have had to amend a personalisation due to not being given the correct details on the order. Please contact us for details.

If an individual item is faulty then please contact us to arrange an exchange.

If you wish to return an item, please provide a note outlining your reasons for the return and send the product with all warranty cards, manuals etc. in the original box to:

Gifting Queen Ltd.
175 Blackberry Lane
Sutton Coldfield
West Midlands
B744JH

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PLEASE INCLUDE YOUR ORDER REFERENCE NUMBER AND FULL NAME AND ADDRESS.

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Gifting Queen does not compensate for any costs incurred in returning items.

Orders can be cancelled by emailing us via our contact us section. Once your order status has been changed to shipped we are unable to amend any delivery details.

We will immediately replace any damaged products provided that we are notified within 7 days of your receipt of the goods. If we cannot replace the defective item we will offer an alternative or refund you in full once the item is returned to us. We will also refund your postage cost in returning the product to us if necessary.

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YOUR RESPONSIBILITIES

We can only make a delivery to the address you request on the order. We are not able to guarantee the item will be delivered to the person named on the order. It is your responsibility to ensure the recipient knows the gift is coming on the day requested. This is especially the case for deliveries to large businesses or hospitals. We will guarantee the item is delivered to the address given. Any problems with orders not arriving with the recipient must be reported within 48 hours of the requested delivery date or we will be unable to help in sourcing the shipment.