What happens if the product arrives damaged? #
If an item arrives broken or faulty we do not generally need you to return it as it incurs extra costs which are unnecessary. Please email our customer service team with the order number, including images of the damaged/ faulty items. Once reported, we will be able to send out a replacement order or offer a full refund.
What happens if the product goes missing? #
If you believe an item has gone missing, we have a few steps we ask our customers to make before contacting our customer service team. Please note Royal Mail is not trackable and we do not offer a recorded service.
The first thing we ask customers to do is to wait a certain time frame before contacting us.
| Zone | Courier | Maximum delivery Time (Not including the date of dispatch and bank holidays) |
| UK Mainland | Royal Mail | Allow 10 working days |
| Trackable Courier | Allow 3 working days | |
| Europe B (Non-EU Countries) | Royal Mail | Allow 20 working days |
| Trackable Courier | Allow 7 working days | |
| ROW | Royal Mail | Allow 25 working days |
| Trackable Courier | Allow 10 working days |
If the order hasn’t arrived after the maximum time, we would also request that the customers check with their local sorting office to ensure that the delivery has not been left for collection.
Once these steps have been followed, please email our customer service team with your query and we will aim to get it resolved as quickly as possible.
We aim to reply to most emails on the day we receive them so if you don’t hear back from us in a couple of days please email again. We are available Monday to Friday 9.00 – 4.00.
What if the customers changes their mind? #
If the customer is returning the item due to them changing their mind, we do request that you contact us with the order number so that we know to expect this return and your customer marks the box clearly with the order number and their name.
Once the item has been returned to us in original conditions we will refund you the cost of the item, but NOT the shipping charge or cost of transport in either direction. Dropship sales from GiftSite are business to business.
Please note that any general returns,requests for replacement items or credits (due to breakages or items omitted from your order), must be made within 3 weeks from the date of dispatch for all UK Mainland orders, 4 weeks from date of dispatch for all none UK Mainland and European orders and 5 weeks from the date of dispatch for all other countries.
