Frequently Asked Questions

OREDERING A PRODUCT:
When you are using a screen and hover over a product, a dark blue + icon will appear. If you click the + icon it adds the item to you shopping bag. If you are using a smart phone or tablet, the + icon is always displayed.

ADD A NOTE TO YOUR ORDER:
If your order is time critical, a Birthday gift, for instance, please let us know 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 deadline.

PRODUCTS AVAILABILITY:
We try to maintain accurate stock at all times but occasionally there may be a stock discrepancy due to one of our suppliers not updating us properly. Whilst we constantly check stock levels, this is sometimes beyond our control. If this occurs it means we will not be able to fulfil your order immediately at the time of purchase. We will then contact you about whether you would prefer to put the item on back order and wait for it to come into stock or we can issue you with a full refund.

SHIPPING COSTS AND DISCOUNT CODES:
Shipping costs are calculated during checkout process based on the product weight and destination of the order. The delivery cost will be displayed and any discount code you applied at that point will show your discount along with the final purchase amount. You will receive an automated confirmation receipt email immediately after you pay and complete your order.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?:
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 robust cardboard box.

GIFT WRAPPING:
We do not currently offer a site wide gift wrapping service. We can, however, arrange to have some of our products gift wrapped for you. Please contact us if you would like this and we can send you a link to purchase the gift wrapping service as a separate order.

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.

HOW DO I CONTACT UNUSUAL DESIGNER GIFTS WITH A QUESTION?:
You can email the Customer Support Team for any questions regarding a product, ordering, returns or just to say hello! Alternatively, call us on 01306 252775 or text or WhatApp us on 07377 063708.

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 - PAY LATER - NO INTEREST - NO FEES:
You can now purchase an item if it is over £30 in value and pay in three equal interest free instalments or in 30 days. No interest - No fees. Please select Klarna as a payment option 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?:
WE NOW SHIP WORLDWIDE
Orders will arrive within 5-17 working days depending on the country. 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 HAVE YOU REQUESTED MY PHONE 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?:
Yes! We take online security extremely seriously. Any pages that need you to enter personal details are secured using EVSSL certificates ensuring the strongest and secure encryption. We use Shopify Payments who are the largest eCommerce website platform in the world to process all the major payment cards. You can also pay with PayPal, Amazon Pay or Apple Pay at the checkout. 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.

CUSTOMER SUPPORT:
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 online or by phone. 

Returns:

RETURN TIMESCALES:
Our returns policy lasts for 30 days from the date you receive your delivery. If 30 days have elapsed since the delivery date, unfortunately, we cannot offer you a refund or exchange. No exceptions, sorry!

RETURN AN ITEM FOR AN EXCHANGE OR REFUND:
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 a copy of the dispatch note as proof of purchase. Please include a note stating you wish to make the return for a refund or an exchange and let us know what you wish to exchange your item for. All items must be returned to us within 30 days of delivery to receive an exchange or refund, less any postage and packaging we incurred.

MADE TO ORDER OR PERSONALISED ITEMS:
Made to order or personalised items are non refundable unless faulty on our part and we must be notified within 30 days if there is an issue.

EXCHANGES:
If you need to size up or exchange for a more expensive item, an additional payment will need to be made. We will contact you if this is the case. If you need to exchange for a less expensive item, we will refund the difference less the delivery charge.

SALE ITEMS:
Sale items are non-returnable.

CONFIRMATION OF RECEIVING YOUR RETURN:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If it is approved for a refund, we will process it and a credit will be applied to your original payment method within seven working days or less.

RETURN AN ITEM TO OUR SUPPLIER:
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. On receiving their confirmation, we will then process your refund to your original payment method.

LARGE, HEAVY OR BULKY ITEMS:
If your order is large or heavy, like an item of furniture, for instance and needs to be returned due to it being damaged on arrival, please email the Customer Support Team and we will arrange for a collection. IMPORTANT, please remember to take detailed pictures of the damaged packaging and/or item, in close up and at a distance to show the scale and perspective of the damage.

FAULTY ITEMS:
In the very unlikely event you receive a defective or damaged item, we will arrange a free collection and after inspecting it, will either replace it free of charge including the delivery cost of the replacement or refund you in full. 100% NO QUIBBLE GUARANTEE.

PAYMENT FOR RETURNS:
For all returns, you will be required to arrange and pay for the return of the item which is not refundable, unless the item is faulty. We suggest you send the item by recorded delivery, registered post, special delivery or tracked courier. When returning an item, we strongly recommended that you obtain proof of posting and insurance. This will assist you in tracking any shipment which is reported as lost, damaged, mislaid or otherwise undelivered. If the items is very large or heavy please contact us first.

DAMAGED OR MISSING PACKAGING/ACCESSORIES:
Returns that are received without the original product packaging or have damaged packaging, missing instructions, parts, accessories or have sustained marks, scratches, etc, and are therefore not in a new resalable condition will be returned to the customer and no refund will be made.

RETURN PAYMENT METHOD:
Please note that refunds will be made to the 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.

INTERNATIONAL RETURNS:
You can return your item using any trackable postal or courier service if you require an exchange. You will need to pay for the return costs yourself. Please clearly mark the outside of your parcel as ‘Returned Goods’ to avoid being charged any customs duties at the border. If the item is faulty, we will replace or refund you as per the terms above.

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.

DELIVER CHARGES:

UK MAINLAND
STANDARD DELIVERY SIGNED FOR 3-5 WORKING DAYS

It depends on the products weight and size, but most deliveries are now either two or three working days, unless it is a made to order item.

  • Up to 1kg is £4.95. Heavier or bulky items display delivery charges at the checkout.
  • Monday to Friday deliveries 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 may take longer. 

ISLE OF MAN
STANDARD DELIVERY SIGNED FOR 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 very heavy or bulky items, such as large glass mirrors and furniture to the Isle of Man and other outlying UK islands.

    EUROPE
    STANDARD DELIVERY SIGNED FOR 5-7 WORKING DAYS

      • Up to 1kg is £20.00. Heavier items display delivery charges at the checkout.
      • Monday to Friday service delivered between 8 am and 6 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.

      NEW SERVICE >> WORLDWIDE
      STANDARD DELIVERY INTERNATIONAL SIGNED FOR 5-15 WORKING DAYS

      • Up to 1kg is £45.00. Heavier items display delivery charges at the checkout.
      • Orders will arrive within 5-15 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 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 your 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 KNIFE 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 KITCHEN KNIFE FROM US, 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.

      Contact Us

      LANDLINE NUMBER TO CALL US:
      Within the UK: 01306 252775

      From outside the UK: +44 (0)1306 252775

      MOBILE NUMBER TO TEXT, WHATSAPP OR CALL US:
      Within the UK: 07377 063708

      From outside the UK: +44 (0)7377 063708

      To text or WhatsApp us, simply add our mobile number to your phone contacts and we will appear on your contacts list.

      EMAIL ADDRESS:
      Please use the email form provided. although some customers like to copy and paste our email address directly, so here it is: info@unusualdesignergifts.co.uk

      RETURNS ADDRESS:
      Returns Dept

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

      OUR GUARANTEE:
      It’s really important to us that you’re 100% happy with your order. In the unlikely event you need to return it, please contact us for advice and we will be very happy to assist you. Rest assured we will deal with your return in an efficient and timely manner.