Refund policy

Thank you for shopping with Giftbox Direct. Giftbox Direct is owned and operated by Dedoland Ltd., a company registered in England and Wales. We want every customer to be happy with their order, so please read our return, refund and cancellation policy below.

Personalised and Made to Order Items

Most of our products are personalised, customised or made to order. Because these items are created specifically for you, they cannot usually be returned, exchanged or refunded unless they arrive damaged, faulty, incorrect or not as described.

Cancellations

  • If your order has not yet entered production, you may contact us to request a cancellation and full refund.
  • Once your order has entered production, we may not be able to cancel it because personalised items are made specifically for each customer.
  • If an order has already been dispatched, it cannot be cancelled.

Damaged, Faulty or Incorrect Items

Please contact us as soon as possible if your item arrives damaged, faulty, incorrect or not as described. We may ask you to provide photos of the item and packaging so we can review the issue.

If the issue is confirmed, we will offer a suitable solution, which may include:

  • A replacement item
  • A partial refund
  • A full refund
  • Return instructions where required

When We Cover Return Postage

Giftbox Direct will cover return postage or provide an appropriate solution if:

  • We sent the wrong item
  • The item arrived damaged or defective
  • There is a clear quality issue with the product
  • The customisation does not match the details you provided

Customer Errors

Please check all personalisation details carefully before placing your order. We are not responsible for errors provided by the customer, such as spelling mistakes, incorrect names, incorrect dates, wrong photos or incorrect delivery details.

Non Personalised Items

If your order includes a non personalised item, you may contact us within 14 days of delivery to request a return. Items must be unused, in their original condition and returned in suitable packaging. Return postage for unwanted non personalised items is the customer’s responsibility unless the item is faulty or incorrect.

How to Request a Return, Replacement or Refund

To request help with an order, please contact us with your order number and a clear description of the issue. If the item is damaged, faulty or incorrect, please include photos where possible.

Refund Processing

If a refund is approved, it will be processed back to the original payment method. Please allow time for your bank or payment provider to process the refund.

Contact Us

If you have any questions about returns, refunds or cancellations, please contact us:

  • Email: info@giftbox.direct
  • Business name: Dedoland Ltd.
  • Website: giftbox.direct