Delivery

We dispatch all orders from the UK. Personalised items are made to order, so please allow 2-3 working days for us to prepare your piece before it ships.

UK delivery
Standard delivery: £3.99 — typically 3-5  working days
Free standard delivery on all UK orders over £40

Returns

Personalised and made-to-order items

Personalised items are created specifically for you and cannot be resold. For this reason we are unable to accept returns or exchanges on personalised items where you have simply changed your mind. This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempt bespoke and personalised goods from the standard cancellation right.

Please check your personalisation details carefully before completing your order — spelling, initials and character choices are reproduced exactly as entered.

You are responsible for the cost of returning items, TheGiftMaison will not cover this cost.

Non-personalised items

If your item is not personalised, you may cancel your order within 14 days of receiving it. Let us know within that period, then return the item to us within a further 14 days, unused and in its original packaging. We will refund the purchase price and standard delivery cost within 14 days of receiving the item back. Return postage is at your own cost unless the item is faulty.

Damaged or faulty items

If your order arrives damaged, or develops a fault, we will put it right — this applies to personalised items too.

Please contact us with a photograph within 14 days of delivery for damage in transit, so we can resolve it quickly and raise it with our courier.

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund, and this right is not limited to 14 days.

How to contact us

Email thegiftmaison1@gmail.com  with your order number and, where relevant, a photograph of the issue. You can also fill the form on the contact us page.