Refund and Returns Policy

What we can accept

Items must come back unused and in original packaging. Anything that cannot be sold again is not eligible.

• Candles, mugs and drinkware are returnable only unused and unwashed, with any wrapping intact.
• Assembled gift boxes and baskets must be returned complete. A box missing one component cannot be resold and will not be accepted.
• Pieces carrying a fixed engraving or a fixed initial are stock items, not made to order, and are returnable on the same terms as anything else.

Starting a return

1. Returns begin with an email to support@giftonra.shop. We confirm the authorisation within two business days; please do not send anything before that.
2. Pack the item in its original packaging, with the authorisation reference enclosed, and post it to the address we give you.
3. Return shipping is the customer’s responsibility for discretionary returns, and ours where the order was wrong or damaged.
4. Money goes back the way it came, within five business days of the return being received and inspected. The original shipping fee is retained on discretionary returns.

Faulty or incorrect goods

Faulty goods are refunded in full or replaced, at your choice, and we pay the postage both ways.

Exchanges

We do not process exchanges as a single transaction. Return the original item for a refund and place a new order for the replacement; that way the second item is reserved from stock immediately rather than waiting on the first parcel reaching us.