Frequently Asked Questions

This Delivery Policy explains how GyftBox products are produced, dispatched and delivered.

It should be read alongside our Terms & Conditions of Sale and Returns & Refund Policy.

GyftBox currently delivers within the territories displayed during the checkout process.

Available delivery destinations may change from time to time depending on operational and commercial requirements.

If delivery to your location is unavailable, this will normally be indicated before you complete your purchase.

We use carefully selected postal and courier providers appropriate to the destination and the product being delivered.

The delivery service used for your order may vary according to:

• destination
• product type
• delivery speed selected
• package size
• operational requirements

Many GyftBox products are personalised to order.

Estimated production and dispatch times will be shown during the ordering process where possible.

Production will normally begin once:

• payment has been authorised
• all information required to complete the order has been received

Orders containing incomplete or incorrect information may be delayed until clarification has been received.

Any delivery dates or times provided by GyftBox are estimates unless expressly stated otherwise.

Although we aim to dispatch and deliver orders within the estimated timescales, delays may occasionally occur due to factors outside our control.

GyftBox is not responsible for delays caused by postal operators, courier companies, customs authorities or circumstances beyond our reasonable control.

Customers are responsible for ensuring that the delivery address provided is complete and accurate.

GyftBox cannot accept responsibility for delays, losses or additional costs resulting from incorrect or incomplete delivery information supplied during the ordering process.

If an address error is identified before dispatch, we will make reasonable efforts to amend the order where possible.

If delivery cannot be completed because:

• the recipient is unavailable
• the address is incorrect
• the parcel is refused
• the parcel is not collected from the delivery provider

the delivery provider may attempt redelivery, return the parcel to GyftBox or dispose of it in accordance with its own procedures.

Where a replacement delivery is requested, additional delivery charges may apply unless GyftBox is responsible for the failed delivery.

Where tracking is available, customers may receive tracking information after dispatch.

Proof of delivery supplied by the delivery provider may be used to confirm successful delivery.

If a parcel appears damaged on arrival, customers should:

• inspect the contents as soon as reasonably possible
• retain all packaging where practical
• notify GyftBox promptly if any damage is identified

We may request photographs or other reasonable evidence to assist our investigation.

If an order has not arrived within the expected delivery period, customers should contact GyftBox as soon as reasonably possible. We will investigate the delivery with the relevant delivery provider and take appropriate action.

Where GyftBox is responsible for delivery and the product has been lost or has not been delivered within the period required by applicable consumer law, the Customer will be entitled to the remedies provided by that law. Depending on the circumstances, this may include replacement, reproduction of a personalised item or a refund.

Nothing in this section affects your statutory rights.

Where international delivery is available:

• delivery times may be longer
• customs procedures may apply
• local taxes or import duties may be payable
• customs delays are outside GyftBox's control

Customers are responsible for complying with local import requirements unless otherwise stated during checkout.

Consistent with our Environmental & Sustainability Policy, GyftBox aims to:

• minimise unnecessary packaging
• use recyclable packaging materials where practical
• reduce the use of plastics where practical
• work with delivery partners that support responsible environmental practices where reasonably available

Delivery may occasionally be affected by circumstances beyond our reasonable control, including:

• severe weather
• transport disruption
• industrial action
• customs delays
• natural disasters
• government restrictions
• widespread technology failures
• supplier disruption

Where possible, GyftBox will keep affected customers informed.

GyftBox Ltd, registered office:

Redlake Cottage
North Wootton
BA4 4HQ

Email: admin@gyft-box.com

This Returns & Refund Policy explains your rights and the process for returning GyftBox products and requesting refunds.

It should be read alongside our Terms & Conditions of Sale and Delivery Policy.

Document reference GB-POL-006 · Version 1.0 · Owner: Directors, GyftBox Ltd · Reviewed annually · Classification: Public · Last reviewed August 2026.

GyftBox is committed to resolving refund and return requests promptly, fairly and consistently.

Our aim is to provide excellent customer service while ensuring that personalised products are treated appropriately under consumer protection legislation.

Nothing in this Policy affects your statutory rights.

If you wish to cancel an order, please contact GyftBox as soon as possible.

Where an order is for a product made to the Customer's specifications or clearly personalised, the statutory right to cancel a distance contract may not apply.

Where no statutory cancellation right applies, GyftBox may nevertheless agree to cancel an order before production has commenced and provide a full refund.

For products to which statutory cancellation rights apply, those rights remain unaffected by this Policy.

Most GyftBox products are made to the Customer's specifications or clearly personalised.

These products are not subject to the statutory right to cancel or return simply because:

• you have changed your mind
• you no longer require the product
• an event has changed or been cancelled by a third party
• incorrect information was supplied during the ordering process
• the product differs only in minor ways from website images

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Where an error has been made by GyftBox during production, we will work with you to put matters right.

If your order:

• arrives damaged
• contains a manufacturing fault
• differs materially from what was ordered
• contains an error introduced during production by GyftBox

please contact us as soon as reasonably possible.

We may ask you to provide:

• photographs of the product
• photographs of the packaging
• your order number
• a brief description of the issue

Customers are entitled to the remedies provided by applicable consumer law where a product is faulty, not as described or does not otherwise conform to the contract.

Depending on the circumstances, this may include repair, replacement, reproduction of a personalised item, a price reduction or a refund.

Nothing in this section affects your statutory rights.

Customers are responsible for checking all personalisation details before placing an order.

Where a product has been produced using information supplied by the customer, GyftBox is not responsible for errors including:

• spelling mistakes
• incorrect names
• incorrect dates
• incorrect addresses
• incorrect event details
• other information submitted during the ordering process

Where practical, we may offer a replacement product at a reduced cost.

If an order has not arrived within the expected delivery period, please contact GyftBox as soon as reasonably possible.

We will investigate the delivery with the relevant delivery provider.

Where GyftBox is responsible for delivery and the product has been lost or has not been delivered within the period required by applicable consumer law, the Customer will be entitled to the remedies provided by that law. Depending on the circumstances, this may include replacement, reproduction of a personalised item or a refund.

Nothing in this section affects your statutory rights.

Where a refund is approved, it will normally be made using the original payment method used for the purchase.

Refunds will usually be processed as soon as reasonably possible following approval.

The time taken for funds to appear may depend upon your payment provider.

GyftBox products may be offered through approved ticketing platforms, venues or other commercial partners.

Unless stated otherwise during the purchasing process, GyftBox manages customer refund requests relating to GyftBox products.

Some commercial partners may operate additional terms relating to the sale of their own products or services.

Refunds are not automatically available because an event, experience or third-party service has been changed, postponed or cancelled.

The rights available in those circumstances will depend upon the terms applying to the relevant event or experience provider.

Where possible, GyftBox will work with customers and partners to achieve a fair outcome.

Refunds or replacements may be refused where:

• the product has been deliberately damaged after delivery
• the issue results from misuse
• reasonable evidence requested to investigate the claim has not been provided
• the claim is fraudulent
• the request falls outside applicable legal rights

Each request will be considered on its individual circumstances.

Nothing in this Policy excludes or limits any statutory rights available under applicable consumer protection legislation.

Where legislation provides greater rights than this Policy, those statutory rights will apply.

GyftBox Ltd, registered office:

Redlake Cottage
North Wootton
BA4 4HQ

Email: admin@gyft-box.com