Refund policy
Returns Policy
We hope you love your purchase, but if something isn't quite right, we're here to help.
Returns
We offer a 30-day returns policy, which means you have 30 days from receiving your order to request a return.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- Returned with any tags attached
- Returned in its original packaging where possible
- Accompanied by proof of purchase
To arrange a return, please contact us at info@thealphabetgiftshop.co.uk with your order number and reason for return. We will provide instructions on how and where to return your item.
Items sent back to us without first contacting us may not be accepted.
Unless an item is faulty, damaged or incorrect, return postage costs are the responsibility of the customer.
Your Right to Cancel
If you have purchased an item online, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, you must notify us within 14 days of delivery. Once you have notified us, you have a further 14 days to return the goods to us.
This right does not apply to personalised or bespoke items.
Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt and contact us as soon as possible if your item is damaged, faulty or incorrect.
Where appropriate, we will offer:
- A replacement
- A repair
- A refund
If an item is confirmed to be faulty, damaged or incorrect, we will cover the cost of return postage.
Photographs may be requested to help us assess the issue.
Non-Returnable Items
We cannot accept returns for:
- Personalised or custom-made products (unless faulty)
- Food and drink products
- Fresh flowers or plants
- Opened beauty, cosmetic or personal care products
- Earrings and other pierced jewellery items, unless faulty
- Gift cards and gift vouchers
If you are unsure whether an item can be returned, please contact us before sending it back.
Sale Items
Sale and clearance items may be returned in accordance with this Returns Policy unless specifically stated otherwise at the time of purchase.
Where an item has been clearly marked as non-returnable, this will be stated on the product page or at the point of sale.
Nothing in this policy affects your statutory rights in relation to faulty, damaged or incorrectly described goods.
Exchanges
The quickest way to exchange an item is to return the original item and place a new order once the return has been approved.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method.
We aim to process refunds within 5–7 working days of receiving the returned item, although it may take additional time for your bank or card provider to make the funds available.
If more than 15 working days have passed since your refund was approved, please contact us at info@thealphabetgiftshop.co.uk.
In-Store Purchases
For purchases made in one of our shops, we are happy to offer an exchange or gift card within 30 days of purchase, provided the item is unused, in its original condition and accompanied by proof of purchase.
Refunds for change-of-mind purchases are not normally available for items bought in-store.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly described goods.