Delivery & Returns

UK Mainland Delivery Times

We generally personalise & despatch all orders within 24 hours.  Larger bulk orders will have a longer lead time depending upon the size of the order.

Please allow approximately 1-6 working days (excluding weekends and public holidays) for delivery from date of despatch depending on which delivery service you have selected. (options are available during checkout)

If you are in the UK and have not received your item within 6 working days of completion of your order, you should notify us as soon as possible so we can resolve the delay.

Delays are usually caused by the Royal Mail postal service so most of the time, given a few extra days, the packages arrive safely.

Bank Holiday Shipping - Orders placed over the bank holiday weekend will be shipped on the following Tuesday, as there will be no postal service operating on the Monday bank holiday. If you are placing an order please be aware of this. Post will be back to normal from the Tuesday.

International Deliveries

We ship worldwise to many destinations. International delivery prices are automatically calculated at the checkout for you.

Tax is calculated and included in the price advertised on the website, where applicable. If you are not in the UK, there may be additional import duties depending on the value of the order and the destination country laws. Please check with your local taxation authority before placing orders.

International Delivery Times

Orders sent via International Airmail outside the EU can take between 14-28 working days to arrive.

Orders sent via International Express Airmail are estimated to take 5-10 days, however due to customs checks in the destination country, delivery times may be considerably longer.

If you are an international customer and you have not received your order after 28 working days, please contact us so we can resolve the delay for you.

Please note: Even though international orders generally take 7-21 days they can take up to 28 working days to arrive. This may be due to packages passing through International Customs checks.  We have no control of delays of this nature. Until this period has passed we cannot reship orders unless we know for certain that they are lost, stolen or damaged.

If there are issues with your delivery address this can delay packages even longer so please make sure all delivery details are clear.

Please note: Very occasionally, international customers may be subject to a customs charge which is out of the control of Custom Gift Co.  It is the responsibility of the customer to settle these charges upon receipt of the goods. We can accept no liability for these charges.

Additional Delivery Details

Delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver within estimated timescales.

If a delivery attempt has been made and a card has been left you must contact the courier direct.

 

Returns/Replacements/Cancellations

You reserve the right to cancel your order for any item purchased on the web site (except personalised items, as these are purchased to order and are non refundable) for a full refund within seven days after receipt of the item. However, you must take reasonable care of the items and must return them in their original packaging and without use.

In the case of Customised items, engraved items, items which have been ordered in specially at your request, and Limited Edition items, these items are non-refundable and a replacement will be offered if faulty.

If you wish to return your items for a full refund you must inform us via email through the Contact Us page. Please make sure you state your order number in the email. You are responsible for the return delivry costs.

All items must be returned in their original packaging otherwise we are unable to refund the order and it will be returned back to you.

CustomGiftCo.com reserve the right to deduct delivery charges from any refund should we deem necessary.

 

Faulty Goods

If you receive a faulty or damaged item you must notify us within 7 days of receipt and we will refund (in the case of non personalised items), replace or exchange the item. When faulty goods are returned we will refund the return postage you have paid but we will only bear the cost of standard recorded postage up to £5

Personalised Items

Personalised items are usually dispatched within 24hours.

We do not offer full refunds on items which have been personalised, for goods which are damaged or faulty we can only offer a replacement or an exchange.

Engraved items cannot be refunded as they have been personalised to your specification. In the case of delivery of a faulty or damaged item we will happily replace the item for you.