Returns & Refunds Policy

We hope you love your purchase, but if something isn’t right, we’re here to help. You can return items within 30 days of delivery for a refund or exchange, subject to the conditions below.

How to Return an Item

Please return your item in its original condition, including any packaging, instructions and accessories, if applicable. Please include a copy of your dispatch note and a note stating what the problem was with the item and whether you’d like a refund or exchange. We suggest you return any item to us with tracked delivery, just in case it goes missing in transit. Please keep a note of the tracking number.

Return Address

Returns Dept
Unusual Designer Gifts Ltd
14 Osprey Close
Marchwood
Southampton
Hampshire
SO40 4XJ
United Kingdom

Refund Timescales

Once we’ve received and inspected your return, we’ll process your refund within 7 working days. Refunds will be made to your original payment method. Please allow up to 10 working days for it to appear in your account.

Non-Returnable Items

The following products are non-returnable and not eligible for refunds, exchanges, or credit notes:

  • Made to order, personalised and bespoke products including cushions, lampshades, aprons, runners, tablecloths, picture frames and illuminated wall art (unless faulty)

  • Light bulbs and all electrical accessories

  • Reed diffusers and candles

  • Lampshades with cellophane removed

  • Sale items (unless faulty)

  • Items not returned in a resalable condition

     

  • All Playing Card Picture Frame products (unless faulty)

  • All LED Mansion wall art products (unless faulty)

Please ensure you are happy with your choices before placing an order.

Exchanges

If exchanging for a higher-priced item, we’ll request additional payment. If exchanging for a lower-priced item, we’ll refund the difference minus any shipping costs.

Faults, Damages and Missing Parts

Please check your order within 48 hours of receiving it.

Report any faults such as:

  • Damaged glass or ceramics

  • Scratches, marks, or defects

  • Missing parts or fixings

After 48 hours, we’re unable to accept responsibility or provide replacements free of charge. Please store items safely and check them on arrival.

For lighting products: electrical faults are covered under a one year guarantee, and don’t need to be reported within 48 hours.

We cannot accept returns or complaints for cosmetic damage after installation, please ensure all products are thoroughly inspected prior to installing, fitting or hanging.

If you receive an item that’s damaged or faulty, please contact us immediately and send clear photographs of the fault or damage. We will arrange a free return or replacement and cover any shipping charges.

Large or Bulky Items

If a large or heavy item arrives damaged, please email us with clear photographs of the damage. We’ll arrange collection and a full refund or replacement.

International Returns

International customers may return items using a tracked courier service. Mark the package as "Returned Goods" to avoid additional customs charges. If returning a faulty item, we will refund your return costs.

Our Promise

We are a small dedicated team and we put care into every order. While some items are non-returnable, we will always try to put things right in the rare case that something goes wrong.

We also ask for kindness and understanding in line with our Zero Tolerance Policy – our team are here to help and always aim to resolve any issues fairly.

Your statutory rights are not affected.

Need Help?

If you have any questions or need assistance, contact our Customer Support Team at info@unusualdesignergifts.co.uk or via our Contact Us page.