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.

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 3 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
For returning an item to us our postal address is:

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 and PayPal.

CAN I ORDER ANYTIME?
Yes, you can order online 24/7, 365 days a year.            

Weekends and Public holidays
Closed for customer support but you can order online anytime.

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 Europe, USA, Canada and Australia and of course the United Kingdom. Please note that European orders will arrive within 5-10 working days, whilst outlying areas may take longer. We ship to the USA on a Delivery Duty Unpaid (DDU) basis in 7-15 working day, depending on location. Prices are exclusive of all taxes and duties.

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.

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 three 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.

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 you order by telephone.  

Delivery destinations, timings and costs

Currently, we deliver to the UK, Europe, USA, Canada and Australia.

Items over 1Kg or bulky items will display their delivery costs at the checkout.

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

  • Up to 1kg is £4.95.

  • Monday to Friday service delivered between 7.30 am and 6.00 pm excluding weekends and public holidays.

  • Orders delivered within 3-5 working days, (but usually quicker), outlying areas and the UK Islands will take longer.
  • Delivery to the Scottish highland (including AB/PH postcodes) and Islands of Scotland, Northern Ireland, Isle of Man and the Isles of Scilly will incur a surcharge which will be automatically displayed at the checkout. Deliveries to these outlying regions will often take longer to arrive.

ISLE OF MAN STANDARD DELIVERY 3-5 WORKING DAYS

  • Up to 1kg is £7.95.

  • Monday to Friday service delivered between 9 am and 5 pm excluding weekends and public holidays.

EUROPE STANDARD DELIVERY 5-7 WORKING DAYS

  • Up to 1kg is £10.

  • Monday to Friday service delivered between 9 am and 5 pm excluding weekends and public holidays.

  • Orders will arrive within 5-7 working days, sometimes earlier, but outlying areas may take longer. Allow up to 14 working days for delivery to Greece and the Greek Islands.

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

  • Up to 1kg is £15.

  • 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.

General shipping information:
Your UK delivery should reach you within 3 to 5 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 little 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. Whenever possible we will send you an email with the tracking information.

Shipping Policy Terms and Conditions
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 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.

Delivery terms - 
Transit time (Domestic orders)
Shipping times take approximately 3 to 5 working days after the day of dispatch (but are often much quicker). We use different couriers depending on the weight, size and destination of the parcel.

Transit time (International orders)
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.

Warehouse dispatch
We aim to dispatch all orders within 24 hours of the order being placed. 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 of delivery address
To change the delivery address, we are usually able to change it up to 6 hours before the order is due to be dispatched, but this can sometimes cause short delays in delivery.

Items out of stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

Delivery time exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

Tracking notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels damaged in transit:
If the parcel is clearly damaged before opening the package, please reject the parcel from the courier and get in touch with our customer service department. If the parcel has been delivered without you being present, please contact customer service with the next steps.

Process for parcel damaged in transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for 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.

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. 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.

      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.

      Refund timescale: 
      For a full refund, please return your order in its original condition, with its undamaged packaging and all accessories and instructions, if applicable, to us within 30 days of the order date. 

      Exchanges: 
      Exchange your purchase for a different colour variation or size within 30 days of purchase. Items received outside of our 30 day return period will be returned to you.

      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 and a credit will be applied to your original payment method.

      Refund timescales:
      Returns will be processed within seven working days, usually quicker although this may vary during busier periods. 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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