Returns, refunds & cancellations

Contact Lovely Gifts

Email contact@lovelygifts.uk or call +44 1908 883461. Include your order reference and a description of the problem. If possible, send clear photographs of the item and any relevant packaging; tell us if you cannot provide photographs.

Personalised gifts and changes of mind

Goods made to your specifications or clearly personalised are normally excluded from the statutory change-of-mind cancellation right. For these goods, we do not offer returns or exchanges simply because you change your mind or select the wrong size or colour. Please check your choices before ordering.

This exception does not apply just because a standard product is made after an order is placed. It does not affect your rights if your gift is faulty, damaged, incorrectly supplied or not as described.

Damaged items and production errors

Our production partner Printify offers a reprint or refund for qualifying damage or manufacturing errors reported to it within 30 calendar days of delivery, normally without a return. Please report problems to us promptly so we can raise the supplier claim in time.

We will arrange an appropriate remedy, which may be a replacement, repair or refund, according to your statutory rights. The supplier's reporting window does not limit your rights against Lovely Gifts, and a supplier's refusal does not by itself decide your claim.

Cancellation or changes before production

Contact us as soon as possible if you need to change or cancel a personalised order. We will check whether it can still be stopped or changed. Production may already be under way, so we cannot promise cancellation or changes. We will explain the position before agreeing any additional charge.

Goods with a statutory cancellation right

For eligible online purchases, tell us you are cancelling within 14 days after delivery and send the goods back within the following 14 days. A clear email or letter is sufficient; you do not have to use a particular form.

Where this right applies, we refund the goods and the standard outward delivery charge. We may withhold the refund until the goods arrive back or you provide evidence of posting, whichever is earlier, and will refund within the applicable 14-day period. A lawful deduction may apply for handling beyond what is needed to inspect the goods.

Where a statutory change-of-mind cancellation right applies, you pay the direct cost of returning the goods. We cover reasonable return costs for faulty or incorrectly supplied goods. A model cancellation form will be provided before paid ordering opens.

Returning an item or reporting a delivery problem

The return address and instructions will be provided with your parcel. If they are missing or unclear, contact us before posting an item so we can give you the appropriate return address. Our business correspondence address is not a confirmed parcel returns address, and you should not send goods directly to Printify. This request does not make a statutory cancellation or claim dependent on our approval.

Contact us about a parcel that is late, missing or returned to sender. We will investigate and explain the next step and any remedy due. We remain responsible for resolving your order with you.

Policy basis

This draft follows Printify's refund and return guidance, adapted for purchases from Lovely Gifts and UK consumer rights. Your refund is handled by Lovely Gifts; Printify's merchant balance arrangements do not apply to you.