Frequently Asked Questions

Frequently Asked Questions

WHY AM I NOT RECEIVING EMAIL CONFIRMATIONS?
If you're confident you entered your email address correctly, it may be that your junk mail/spam filter doesn't like our email address. Some web-based email services such as Yahoo, Google and Hotmail block emails from unknown senders, so check your junk and spam mail folder. You may also need to add us to your address book to ensure our emails arrive in your inbox.

WHY HAS MY ORDER BEEN CANCELLED?
Unless you have asked us to cancel your order, we only ever cancel orders when we run out of a particular item. If this does happen, please accept our apologies. We hope we can help you find a suitable alternative, and you will be refunded via your original method of payment. Please allow a few working days for the funds to reflect in your account.

RETURNS AND REFUNDS:
Our returns policy lasts for 30 days from the date of order. If 30 days have elapsed since the purchase/order date, unfortunately, we cannot offer you a refund or exchange.

For a full refund, you will need to return your order in its original new condition, with all the undamaged packaging, accessories and instructions, if applicable, along with the invoice or receipt as proof of purchase within 30 days of placing your order. Please note, sale items are non-returnable. Please email us before retuning an order to us.

We may ask you to return your order direct to our supplier, who will then confirm its condition with us along with its packaging, accessories and instructions, if applicable. All being well, we will then process your refund.

There are certain situations where only partial refunds are granted, for example, if the item is not in its original condition, is damaged or has missing parts or for reasons not due to our error.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed and a credit will be applied to your original payment method within seven working days.

It’s really important to us that you’re happy with your order. In the unlikely event you need to return it to us, please email the Customer Support Team who will be happy to assist you. Once we have given you approval and instructions, please return your item by recorded delivery or with a certificate of posting to:

I HAVE NOT RECEIVED MY REFUND
During busier times, for UK orders, please allow 10 working days from the date you returned your items before contacting us about your refund. We expect most parcels to be refunded within 7 working days of reaching us but please note that this does not include your bank's processing time. We will email you to let you know when your refund has been processed 

WHAT’S YOUR POSTAL ADDRESS FOR A RETURN
Return an item to us:

Returns Dept
Unusual Designer Gifts Ltd
2 The Old School House
Stane Street
Ockley
Dorking 
Surrey
RH5 5TH
United Kingdom

ORDERING INFORMATION

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
Yes, You need to set up an account or check out as a guest.

I'VE FORGOTTEN MY PASSWORD:
Click the forgotten password link under our login section to reset your password or continue shopping.

WHAT IS YOUR EMAIL ADDRESS
You can email us with a question; some customers like to copy and paste the email address so here it is as normal text and not an active link: info@unusualdesignergifts.co.uk

HOW WILL MY ORDER BE PACKAGED?
Depending on the size of your order, your parcel may arrive in a polybag envelope or a cardboard box. Please note we do not currently offer a designated gift-wrapping or gift receipt service.

CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?
You may change or cancel an order before we send you a dispatch email by contacting the Customer Support Team. If the order is dispatched, please refuse the order at the point of delivery or contact us by email for instructions.

HOW DO I REDEEM A PROMOTIONAL OR DISCOUNT CODE?
Enter the discount or promotional code in the discount code box on the delivery address section of the checkout and click the 'APPLY' button. You will then see the discount applied to the total. Cost of your order, but excluding delivery charges.

HOW DO I CONTACT UNUSUAL DESIGNER GIFTS WITH A QUESTION?
You can contact the Unusual Designer Gifts Customer Support Team for any general question or anything to do with your order.

WHAT ARE YOUR ACCEPTED METHODS OF PAYMENT?
We accept: Visa Credit, Visa Debit, Visa Electron, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Amazon Pay, PayPal and Klarna (Pay Later).

KLARNA:
You can now purchase an item if it is over £30 on our website and pay in three equal instalments or in 30 days, with no interest and no fees, select Klarna at the checkout. Learn more

CAN I ORDER ANYTIME?
Yes, you can order online 24/7, 365 days a year. Closed for customer support on weekends and public holidays.

WHY AM I NOT RECEIVING EMAIL CONFIRMATIONS?
If you're confident you entered your email address correctly, it may be that your junk mail filter doesn't like our email address. Some web-based email services such as Yahoo, Google and Hotmail, block emails from unknown senders, so check your junk mail and spam folder. You may also need to add us to your address book to ensure our emails arrive in your inbox.

DO YOU SHIP INTERNATIONALLY?
Yes, we currently ship to the UK (of course!) Europe, USA, Canada and Australia.
We can ship to other countries, please email us in advance of placing an order. Please note that European orders will arrive within 10-14 working days (due to Brexit delays), whilst outlying areas may take longer. 

We operate on a Delivered Duty Unpaid basis (DDU). This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid locally on delivery of your order. These charges are set by the customs authorities for the destination country and you may also need to provide additional information to clear your order. If in doubt, please contact your local customs authority for more information.

WHY HAS MY ORDER BEEN CANCELLED?
Unless you have asked us to cancel your order, we only ever cancel orders when we run out of a particular item. If this does happen, please accept our apologies. We hope we can help you find a suitable alternative, and you will be refunded via your original method of payment. Please allow a few working days for the funds to reflect in your account.

WHY HAVE YOU REQUESTED MY TELEPHONE NUMBER AT THE CHECKOUT
Our couriers now require a mobile (preferably) or landline phone number so they can notify you of your delivery window by text. Adding your phone number is now obligatory at the checkout when you order with us. Please note we will only use your phone number in connection with fulfilling your order.

IS YOUR WEBSITE SAFE AND SECURE?
We take online security extremely seriously. Any pages that need you to enter personal details are secured using EVSSL certificates ensuring the strongest encryption. We use Shopify Payments who are the largest webstore platform in the world. Alternatively, you can use Paypal depending on your payment preference during the checkout process. Your information and card details are never stored on our website or system. We also screen all card payments for fraudulent orders, so don't worry if you ever get a email or call from us regarding your payment, we're just performing extra security checks.

COLOUR ACCURACY OF OUR PRODUCT IMAGES
We always endeavour to ensure that our product images are as accurate and true to life as possible. However, in most cases, our suppliers provide our images, which is standard practice with most online retailers. Therefore, along with everyone else displaying online images, we cannot guarantee the exact colour accuracy of a product all of the time. Please note that in particular, lifestyle images taken in a real life environment are sometimes subject to fluctuations in the colour of the ambient light so the true product colour may vary slightly from the displayed images. In the vast majority of cases we never have issues with colour accuracy, but we just wanted to make you aware that colour is very subjective and dependant on your screen, tablet or phone.

WHAT ABOUT WEBSITE ACCESSIBILITY?
Our commitment to accessibility: Unusual Designer Gifts Limited is committed to inclusion and accessibility. We work hard to make sure everyone is welcome to our online store and put great emphasis on ensuring our accessibility and accommodate our customers’ needs. We strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly, however this is something we cannot control.

Please contact the Customer Support Team if you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that requires improvement. Please state “Disabled Access” in the subject line and provide a description of your feedback. This will help us identify usability issues and discover new solutions to further improve the accessibility of our site.

Our Customer Support Team are available from Monday - Friday (9:00am – 5.00pm GMT) to answer any questions, offer advice and assist you with placing your order by telephone.  

Delivery Information

COVID-19:
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers. Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority. We encourage our customers to use their home address for delivery, wherever possible. All our carriers will operate a contact-free delivery service which means that you won’t be required to sign for any parcel that’s delivered. We hope that you understand and appreciate the measures that we have implemented are to protect you and our carrier staff.

Our deliveries are operating normally, but if your order is time critical, a Birthday gift, for instance, please put a note in the 'Add A Note To Your Order' box in the Shopping Bag page of the checkout giving us the date it is required by, so we are aware there is a particular deadline.

PRODUCT AVAILABILITY:
If for any reason beyond our control, we are unable to supply a particular product, we will notify you as soon as possible and either offer you a similar product or issue you a refund.

DELIVERY TIMINGS AND COSTS:
Currently, we deliver within the UK mainland and islands, Europe, USA, Canada and Australia. Items over 1kg or bulky items will display their individual delivery costs at the checkout.

UK MAINLAND - STANDARD DELIVERY 3-5 WORKING DAYS (USUALLY QUICKER)

  • Up to 1kg is £4.95. Heavier items display delivery charges at the checkout.
  • Monday to Friday service delivered between 8.00 am and 7.00 pm, approximately, excluding Sundays's and public holidays.
  • Orders are normally delivered within 3-5 working days, usually quicker, outlying areas and the UK Islands may take longer. Recently, some heavier or very bulky items may experience longer delivery times due to COVID-19 and our couriers. Unfortunately, this is beyond our control, but we will keep you updated by email.

ISLE OF MAN - STANDARD DELIVERY 5-7 WORKING DAYS

  • Up to 1kg is £10.00. Heavier items display delivery charges at the checkout.
  • Monday to Friday service delivered between 9 am and 5 pm excluding weekends and public holidays.
  • Orders will usually arrive within 5-7 working days. Currently they may be slower as Covid-19 is impacting on our normal delivery times to the outlying islands.
  • We do not deliver heavy or bulky items, such as large mirrors and furniture to the Isle of Man and other outlying UK islands.

    EUROPE - STANDARD DELIVERY 5-7 WORKING DAYS

      • Up to 1kg is £20.00. Heavier items display delivery charges at the checkout.
      • Monday to Friday service delivered between 9 am and 5 pm excluding weekends and public holidays.
      • Orders will usually arrive within 5-7 working days. Currently slower at present as Brexit is impacting on our normal delivery times, outlying areas may take longer. Allow up to 14 working days for delivery to Greece and the Greek Islands.

      USA, CANADA & AUSTRALIA - STANDARD DELIVERY 7-10 WORKING DAYS

      • Up to 1kg is £40.00. Heavier items display delivery charges at the checkout.
      • Orders will arrive within 7-10 working days, outlying areas may take longer.
      • We operate on a Delivered Duty Unpaid basis (DDU). This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid locally on delivery of your order. These charges are set by the customs authorities for the destination country and you may also need to provide additional information to clear your order. If in doubt, please contact your local customs authority for more information.

      UK DELIVERIES - ADDITIONAL INFORMATION
      Your UK mainland delivery should reach you within three to five working days, although generally it is quicker. Some of our products are dispatched directly from our trusted third party manufacturers or suppliers and may take a longer to reach you. In any event, we will update you with the progress of your order.

      Our couriers prefer a mobile number so they can notify you of your delivery window by text. Please note we will only use your number in connection with fulfilling your order.

      Depending on the size, weight, and value of your order, it will either be sent via Royal Mail or with one of our courier services and they normally require a signature on delivery. (please see COVID-19 contact-free delivery service update above). Whenever possible, we will send you an email with the tracking information. Please note some of our suppliers do not give us tracking data.

      OVERSEAS DELIVERIES - ADDITIONAL INFORMATION
      For overseas orders import duties and taxes may be applied when the delivery reaches its destination. Unfortunately, we have no control over these charges and we cannot predict their amount. We are not responsible for any tax, import duty or customs charges you may incur in your country or state so please check with your local customs office for further information before placing your order.

      Customers wishing to purchase products from Unusual Designer Gifts Ltd for delivery into countries and states outside the UK should satisfy themselves that the products comply with the relevant regulations and legislation in the country to which the products are to be shipped.

      Unusual Designer Gifts Ltd cannot be held responsible for any delays, any inconvenience, or for any non-delivery, that may arise if the products are held, whether temporarily or permanently, at point of entry into any other country or state outside the UK.

      In the event you are asked to pay any tax, import duty or customs charges by the courier on delivery of the product and decline to do so, the item may be returned to us. Any local tax, import or customs charges and any return delivery charges for the product will be deducted from you refund. We will then itemise these amounts in an email.

      Likewise, Unusual Designer Gifts Ltd cannot not be held liable for any additional costs, or losses, arising from any such delays or non-delivery, nor be held liable for any local import duties, taxes, or other incidental charges or fees, that may be imposed upon any products on entry into any country or state outside the UK.

      ORDER DISPATCH:
      We aim to dispatch all orders within two working days of the order being placed, usually quicker. Delivery times may be affected if there are stock availability problems or other unforeseen circumstances but we will notify you if this is the case and keep you updated.

      DELIVERY NOTES AND COURIERS:
      A Delivery Note detailing the products supplied by Unusual Designer Gifts Ltd will be stored in one of your delivered parcel/s, and this is your proof of delivery.

      If our courier attempts delivery at the delivery address, specified in the order, or as a fall-back attempts delivery with a neighbour but cannot deliver the products, the courier will retain the products and will leave a calling card with a Customer Services telephone number for you to call in order to arrange re-delivery. Please note that the courier company can only arrange a specific re-delivery date, and cannot arrange a specific re-delivery time.

      The courier will only attempt to deliver the products on up to two separate days, after which a further delivery charge may become payable. The products will be returned to our Dispatch Depot if they have not been collected from the courier. For returned orders only the cost of the products ordered is refunded less the cost of returning the order.

      AGE VERIFICATION FOR BLADED PRODUCTS:
      As you may be aware, certain provisions of the Offensive Weapons Act 2019 (OWA) have now come into force. One of the main outcomes of the OWA is to prohibit the online sale and then delivery of blades to people under 18 years of age. Unusual Designer Gifts Ltd is based in the UK and is governed by UK law

      We only sell Flint and Flame chef kitchen knives for cooking and preparing food. Under UK law it is illegal to sell any knife to anyone under the age of 18. 

      IF YOU ARE UNDER 18, DO NOT BUY A CHEF KITCHEN KNIFE FROM THIS WEBSITE, even if it is as a gift for someone else. You will be required to prove that you are 18 or over prior to the dispatch of the order.

      We take age verification checks very seriously as we are governed by the Offensive Weapons Act 2019 which details how age verification checks must be conducted. It is a legal requirement that we see identification / proof of age with any purchase that contains an over 18 item, in particular, our range of Flint and Flame chef knives. This has to be shown prior to your order being dispatched. We will NOT dispatch any order without the required age verification checks being performed in advance.

      What we require: 
      Acceptable forms of ID to prove that you are over 18 include:

      • A photo of your driving licence.
      • A passport.
      • Birth certificate. 

      Once you have completed the age verification check you will not have to do it again for future orders.

       

      Shipping and Delivery Policy

        

      SHIPPING AND DELIVERY POLICY:
      Unusual Designer Gifts Ltd ("we" and "us") is the operator of
      (unusualdesignergifts.co.uk) ("Website"). By placing an order through this website you will be agreeing to the terms and conditions below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

      GENERAL:
      Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

      SHIPPING COSTS:
      Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for the shipping cost to the customer.

      INTERNATIONAL DELIVERY TIMINGS:
      International shipping times vary based on the destination. If you require an estimated shipping time for your order, please contact us via email with details of your order and the destination for further information.

      COVID-19 AND BREXIT DELAYS:
      Our deliveries are operating normally, but if your order is time critical, a Birthday gift, for instance, please put a note in the 'Add A Note To Your Order' box in the Shopping Bag page of the checkout giving us the date it is required by, so we are aware there is a particular deadline.

      PRODUCT AVAILABILITY:
      If for any reason beyond our control, we are unable to supply a particular product, we will notify you as soon as possible and either offer you a similar product or issue you a refund.

      DELIVERY DESTINATIONS:
      Currently, we deliver within the UK mainland and islands, Europe, USA, Canada and Australia. Items over 1kg or bulky items will display their individual delivery costs at the checkout.

      UK DELIVERIES:
      Your UK mainland delivery should reach you within three to five working days, although generally, it is quicker. Some of our products are dispatched directly from our trusted third party manufacturers or suppliers and may take a longer to reach you. In any event, we will update you with the progress of your order, wherever possible. We use different couriers depending on the weight, size and destination of the parcel. 

      Our couriers prefer a mobile number so they can notify you of your delivery window by text. Please note we will only use your number in connection with fulfilling your order.

      Depending on the weight, size, destination and value of your order, it will either be sent via Royal Mail or with one of our courier services and they normally require a signature on delivery. (please see COVID-19 contact-free delivery service update above). Whenever possible, we will send you an email with the tracking information. Please note some of our suppliers do not give us tracking data.

      INTERNATIONAL IMPORT DUTIES AND TAXES:
      For overseas orders, import duties and taxes may be applied when the delivery reaches its destination. Unfortunately, we have no control over these charges and we cannot predict their amount. We are not responsible for any tax, import duty or customs charges you may incur in your country or state so please check with your local customs office for further information before placing your order.

      Customers wishing to purchase products from Unusual Designer Gifts Ltd for delivery into countries and states outside the UK should satisfy themselves that the products comply with the relevant regulations and legislation in the country to which the products are to be shipped.

      Unusual Designer Gifts Ltd cannot be held responsible for any delays, any inconvenience, or for any non-delivery, that may arise if the products are held, whether temporarily or permanently, at point of entry into any other country or state outside the UK.

      In the event you are asked to pay any tax, import duty or customs charges locally by the courier on delivery of the product and then decline to do so, the item may be returned to us. Any local tax, import or customs charges and any return delivery charges for the product will be deducted from your refund. We will then itemise these charges and amounts in an email to you.

      Likewise, Unusual Designer Gifts Ltd cannot not be held liable for any additional costs, or losses, arising from any such delays or non-delivery, nor be held liable for any local import duties, taxes, or other incidental charges or fees, that may be imposed upon any products on entry into any country or state outside the UK.

      DELIVERY NOTES:
      A Delivery Note detailing the products supplied by Unusual Designer Gifts Ltd will be stored in one of your delivered parcel/s, and this is your proof of delivery.

      COURIER DELIVERIES:
      If our courier attempts delivery at the delivery address, specified in the order, or as a fall-back attempts delivery with a neighbour but cannot deliver the parcel, the courier will retain the parcel and will leave a calling card with a Customer Services telephone number for you to call in order to arrange re-delivery. Please note that the courier company can only arrange a specific re-delivery date and cannot arrange a specific re-delivery time.

      The courier will only attempt to deliver the products on up to two separate days, after which a further delivery charge may become payable. The products will be returned to our Dispatch Depot if they have not been collected from the courier. For returned orders only the cost of the products ordered is refunded less the cost of returning the order.

      AGE VERIFICATION FOR BLADED PRODUCTS:
      As you may be aware, certain provisions of the Offensive Weapons Act 2019 (OWA) have now come into force. One of the main outcomes of the OWA is to prohibit the online sale and then delivery of blades to people under 18 years of age. Unusual Designer Gifts Ltd is based in the UK and is governed by UK law

      We only sell Flint and Flame chef kitchen knives for cooking and preparing food. Under UK law it is illegal to sell any knife to anyone under the age of 18. 

      If you are under 18, DO NOT BUY A CHEF KITCHEN KNIFE FROM THIS WEBSITE, even if it is as a gift for someone else. You will be required to prove that you are 18 or over prior to the dispatch of the order.

      We take age verification checks very seriously as we are governed by the Offensive Weapons Act 2019 which details how age verification checks must be conducted. It is a legal requirement that we see identification / proof of age with any purchase that contains an over 18 item, in particular, our range of Flint and Flame chef knives. This has to be shown prior to your order being dispatched. We will NOT dispatch any order without the required age verification checks being performed in advance.

      What we require: 
      Acceptable forms of ID to prove that you are over 18 include:

      • A photo of your driving licence.
      • A passport.
      • Birth certificate. 

      Once you have completed the age verification check you will not have to do it again for future orders.

      ORDER DISPATCH:
      We aim to dispatch all orders within 48 hours of the order being placed. Delivery times may be affected if there are stock availability problems or other unforeseen circumstances but we will notify you if this is the case and keep you updated. Our warehouse operates Monday to Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

      CHANGE TO DELIVERY ADDRESS:
      To change the delivery address, we are usually able to change it up to 12 hours before the order is due to be dispatched, but this can sometimes cause short delays in delivery.

      TRACKING UPDATES:
      Upon dispatch, customers will receive a tracking number or link, where available, from which they will be able to follow the progress of their delivery based on the latest updates made available by the courier company.

      PARCEL DAMAGING IN TRANSIT:
      If you find the exterior of parcel is clearly damaged in transit before opening it, please reject and do not sign for it. Then get in touch with our customer service department for further information. If the parcel has been delivered without you being present, please contact customer service with the next steps. We will process a refund or send you a replacement as soon as the courier has completed their investigation into the damaged parcel claim.

      PARCEL LOST IN TRANSIT:
      We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

      ORDER CANCELLATIONS:
      If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

      INSURANCE:
      Parcels are insured for loss and damage up to the value as stated by the courier.

      CUSTOMER SERVICE:
      For all customer service inquiries, please submit an inquiry at contact us

          Returns and Refunds Policy


          General information on returns:
          Our returns policy lasts for 30 days from the date of order. If 30 days have elapsed since the purchase date, unfortunately, we cannot offer you a refund or exchange.

          For a full refund, please return your order in its original new condition, with all its undamaged packaging, accessories and instructions, if applicable, along with the invoice or receipt as proof of purchase within 30 days of receiving it. Please note, sale items are non-returnable.

          We may ask you to return your order direct to our supplier, who will then confirm its condition with us along with its packaging, accessories and instructions, if applicable. All being well, we will then process your refund.

          There are certain situations where only partial refunds are granted, for example, if the item is not in its original condition, is damaged or has missing parts or for reasons not due to our error.

          Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed and a credit will be applied to your original payment method within seven working days.

          It’s really important to us that you’re happy with your order. In the unlikely event you need to return it to us, please email the Customer Support Team who will be happy to assist you. Once we have given you approval and instructions, please return your item by recorded delivery or with a certificate of posting to:

          Our returns address:
          Returns Dept
          Unusual Designer Gifts Ltd
          2 The Old School House
          Stane Street
          Ockley
          Dorking
          Surrey
          RH5 5TH
          United Kingdom

          Because we know a large proportion of items bought from us are intended as gifts, carefully open your order, without damaging the packaging and inspect the product. Please keep all the original packaging, instructions, accessories and anything else that was in the box. If the item is relatively small, for example, less than 1 kg and you are returning it via Royal Mail, please send it back with full tracking and keep the receipt/ and tracking number safe. This will be helpful in case the parcel goes missing in transit or is damaged on its return to us.

          Returns made directly to one of our trusted suppliers:
          We may ask you to return your order direct to one of our suppliers, who will then confirm its condition regards its packaging, accessories and instructions, if applicable. All being well, on their confirmation, we will then process your refund. Please allow seven working days to process the refund.

          Heavy or bulky items:
          If your order is very large or heavy, like a games table, for instance, and you need to return it, please email the Customer Support Team and we will arrange for a collection.

          Personalised items:
          We cannot accept any returns for unwanted personalised items, which are exempt from distance selling regulations. No exceptions, sorry!

          Sale items: 
          Sale items are non-returnable or refundable

          Exchanges: 
          Exchange your purchase for a different colour variation or size within 30 days of purchase. Please do not return an item without contacting us first.

          Confirmation of a returned item:
          Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed with seven working days and a credit will be applied to your original payment method.

          Refund timescales:
          Returns will be processed within seven working days. All refunds will be made to your original payment method. Please allow 5-10 working days for refunded payments to appear in your account. This is because we immediately initiate your refund to our payment platform, Shopify Payments, and they then make a refund to your original payment method. This two-stage process can sometimes account for the slight increase in time for the funds to reach your account. Refunds made via PayPal, Google Pay, Apple Pay and Amazon Payments may be quicker but do vary in timescale and are beyond our control.

          Late or missing refunds (if applicable) 
          If you haven’t received a refund, please check your bank or card account again. 
          Then contact your bank or card company as it may take longer than expected before your refund is credited to your account.

          Exchanges:
          We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@unusualdesignergifts.co.uk

          Return costs:
          You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

          Exchange location:
          Depending on where you live, the delivery time for your exchanged product may vary according to your location.

          Trackable receipt and insurance:
          If you are returning an item, we advise you to use a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a trackable shipping receipt.

          Damaged packaging: 
          Returns that are received without the original product packaging or damaged packaging, missing instructions or item accessories or are not in a new resalable condition will be returned to the customer and no refund will be made.

          International returns: 
          You can return your order using any trackable postal or courier service. You will need to cover the postage costs yourself. Please clearly mark the outside of your parcel as ‘Returned Goods’ to avoid being charged any further customs duties.

          Multiple returns: 
          Please note, we monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of the account.

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