FAQ’s

POPULAR QUESTIONS

 

WHAT IS YOUR RETURNS POLICY?

UK, EU AND USA RETURNS, EXCHANGE AND REFUND POLICY

  • 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 within 14 days of receiving it. This applies to full price and sale purchases.

  • We may sometimes ask you to return your order direct to our supplier, who will then confirm its condition along with its packaging, accessories and instructions. They will then confirm the condition of the item with us, and all being well, we will then swiftly process your refund.

  • You can exchange your purchase for a different colour variation or size within 28 days of purchase. Items received outside of our 28 day return period will be returned to you and no refund will be made.

  • Returns will be processed within three working days; this may vary during our busier periods.

  • You’ll be refunded to your original method of payment.

  • Please allow 5-10 working days for refunded payments to appear in your account.

  • Item returns that are received without the original product packaging, instructions and accessories or not in new resalable condition, will be returned to you and no refund will be made.

  • 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 your account.

DO YOU SHIP INTERNATIONALLY?
Yes we currently ship to Europe, USA and of course the UK. Please note that orders will arrive within 5-7 working days, whilst outlying areas may take longer. We ship to the USA on a Delivery Duty Unpaid (DDU) basis. Prices are exclusive of all taxes and duties. 

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 Limited
6 Cadogan Place
Station Road
Liphook
Hampshire
United Kingdom

 

 ORDERING 

 

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You’re able to set up an Unusual Designer Gifts 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.

CAN I PLACE AN ORDER BY TELEPHONE?
Yes, we are very happy to take telephone orders, please call us: Monday - Friday (9:00am – 5.00pm GMT)

Within the UK: 01428 481146
Outside the UK: +44 (0) 1428 481146

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 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, Visa Debit, Visa Electron, Mastercard, American Express, Maestro, Prepaid Visa Cards, Paypal, and Applepay

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

Order by phone:
We are very happy to take your order over the telephone, as we know some people like the more personal touch and still like to speak to a human being! Please have the product details, delivery information and payment card ready.

Call us: Monday - Friday (9:00am – 5.00pm GMT)
UK: 01428 481146
Outside UK: +44 (0) 1428 481146

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 and of course the UK. 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

FREE delivery on all UK mainland orders over £75

Delivery costs to the UK, EU and USA

UK MAINLAND STANDARD DELIVERY

3 - 5 DAYS 

£4.95

EUROPE 

5 - 10 DAYS 

£25.00

USA ONLY (Up to 2Kg)

7 - 15 DAYS

£40.00

 Currently, we do not deliver worldwide except to the UK, Europe and the USA
 Heavy and bulky items will display delivery costs at the checkout

UK STANDARD DELIVERY 3-5 DAYS

  • £4.95 or FREE delivery on all UK mainland orders over £75
  • Monday to Friday service delivered between 7.30am and 6.00pm excluding weekends and public holidays.
  • Orders delivered within 3-5 working days, outlying areas may take longer.

EUROPEAN STANDARD DELIVERY 5-10 DAYS

  • £25 or FREE delivery on all EU orders over £350
  • Monday to Friday service delivered between 9am-5pm excluding weekends and public holidays.
  • Orders will arrive within 5-10 working days, outlying areas may take longer. Allow up to 14 working days for delivery to Greece and Greek Islands.

USA STANDARD DELIVERY 7-15 DAYS

  • Up to 2kg - £40
  • Orders will arrive within 7-15 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 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.

RETURNS AND REFUNDS

 

HOW DO I RETURN AN ONLINE ORDER
Return your online order to us within 14 days of receiving your order for a full refund. Exchange your order for a different colour or size within 28 days of purchase. Returned items that are received without the original product packaging/instructions/accessories or are not in a new resalable condition will be returned to the customer and no refund will be made.

RETURNS ADDRESS:
Returns Dept, Unusual Designer Gifts Ltd, 6 Cadogan Place, Station Road, Liphook, Hampshire, United Kingdom

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.

Because we know a large proportion of items bought from us are intended as gifts, carefully open your order, without ripping 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 that 1 kg and you are returning it via Royal Mail please send it back with full tracking and keep the receipt/tracking number safe. This will be helpful in case the parcel goes missing or is damaged on its return to us.

HOW DO I RETURN LARGE OR HEAVY 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 be happy to assist you.

CAN I RETURN A PERSONALISED ITEM?
We cannot accept any returns for unwanted personalised items, which are exempt from distance selling regulations. No exceptions, sorry!

UK, EU AND USA RETURNS AND EXCHANGE POLICY

  • For a full refund, please return your online order in its original condition, with its undamaged packaging and all accessories/instructions, etc. if applicable, to us within 14 days of receiving. This applies to full price and sale purchases.

  • Exchange your purchase for a different colour variation or size within 28 days of purchase. Items received outside of our 28 day return period will be returned to you.

  • Returns will be processed within three working days; this may vary during busier periods.

  • You’ll be refunded to your original form of payment.

  • Allow 5-10 working days for refunded payments to appear in your account.

  • Item returns that are received without the original product packaging/instructions/accessories or not in new resalable condition, etc. will be returned to the customer and no refund will be made.
  • International returns: You can return your order using any trackable postal/courier service; you'll need to cover the postage costs yourself. Please mark your parcel as ‘Returned Goods’ to avoid being charged any further duties.

  • 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 your account.

Send us a message

Back to Top