Returns & Refunds
Personalised things are made just for you, so the rules are a little different. Here they are, plainly.
Last updated: 1 September 2026
Personalised items
Almost everything we sell is personalised — printed with a name, a photo or wording you chose. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to your specification or clearly personalised are not covered by the usual 14-day right to change your mind. Once we have started making your order we cannot resell it to anyone else.
This does not affect your rights if something is wrong with the item — see below.
Changing or cancelling an order
If you spot a mistake, email hello@giftella.uk straight away with your order number. If we have not started printing we will happily change or cancel it and refund you in full. Once printing has started we usually cannot.
Spelling and what you typed
We print exactly what you type, including capital letters and spacing, and exactly the photo you upload. Please check your preview carefully before adding to the basket — what you see on screen is what we print. We cannot refund an item because a name was typed incorrectly, though we will always try to help if you contact us quickly.
If your order is faulty, damaged or wrong
You are covered by the Consumer Rights Act 2015. If what arrives is faulty, damaged in the post, or not what you ordered, you have 30 days to tell us and ask for a refund. After 30 days we will repair or replace it.
Email hello@giftella.uk with:
- your order number,
- what is wrong, and
- a photo of the item or packaging.
A photo is usually all we need — you will not normally have to post anything back. If we do need the item returned, we will pay the postage.
Non-personalised items
If you buy something from us that is not personalised, you have 14 days from receiving it to change your mind, and a further 14 days to return it. It needs to be unused and in a resaleable condition. Return postage is yours to pay unless the item was faulty.
How refunds are paid
Refunds go back to the card or payment method you paid with, within 14 days of us agreeing the refund. Your bank may take a few more days to show it.
Still not happy?
Email hello@giftella.uk and tell us what has gone wrong. We read every message ourselves and will do our best to put it right.