Refund policy
Refunds & Returns Policy
This policy explains your rights and our procedures regarding returns, refunds, and delivery for all orders placed with our store.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
Your Right to Cancel
You have the right to cancel your order and return items for any reason within 14 days of receiving your order.
Eligibility for Return
To be eligible for a return under the 14-day cooling-off period, all items must be:
- Unused and in their original condition
- In their original packaging (including tags and labels)
- In a resalable condition
How to Return an Item
Please contact us by email within 14 days of delivery to request a return. Once your return is approved, you will have 14 days to send the item back to us.
Non-Returnable Items
We regret that we cannot accept returns for:
- Personalised or custom-made items
- Sale or discounted items (unless faulty or damaged)
Return Shipping Costs
You are responsible for the cost of returning items, unless the goods are faulty, damaged, or incorrectly supplied.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please contact us within 14 days of delivery. Please provide clear photos of the item and the packaging. We will offer a full refund, replacement, or exchange where appropriate.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund. Approved refunds will be processed to your original method of payment within 14 days. Funds usually appear in your account within 3–10 working days, depending on your bank or payment provider.
Lost or Delayed Orders
If your order has not arrived by the estimated delivery date, please contact us. We will investigate with the courier and provide a suitable solution.
Incorrect Delivery Address
Please carefully check your delivery address before completing your order. We are not responsible for orders shipped to an incorrect address provided by the customer.
Changing Your Delivery Address
You may change your delivery address within 30 minutes of placing your order by contacting us via email or phone.
After 30 minutes, we cannot guarantee that the address can be changed, as the order may already have been processed and handed to the courier.
Contact Us
Email: info.ddvgiftstudio@gmail.com
Phone: +44 7851 512384
We’re always here and happy to help.