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Returns

At giftedtoyou we ensure that all items are in the perfect condition when they leave us. In the unlikely event that a physical gift is faulty or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. 

Reporting a problem

If for any reason you are not happy with your giftedtoyou order, please contact our Customer Service Team at orders@giftedtoyou.co.uk. You will need to quote your order number, and the email address that you have registered with. We aim to acknowledge any complaint within 24 hours, and will do our best to resolve it within 3 days. We may ask you to take a timed photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item, which will be at our cost.

Please note: because flowers are perishable, we need to be informed of any problem with your order within three days of delivery to give us the best chance of resolving the issue. We will, at our discretion, consider issues raised after three days, but reserve the right to refuse a refund or replacement. For peace of mind, please note that all of our flowers benefit from a 5-day freshness guarantee from despatch date and are delivered with comprehensive care instructions for all varieties of flower that we supply.

Returning products and issuing refunds – flowers

If you receive damaged flowers or they fail to arrive, please contact us immediately so that we can arrange to re-send on the next available delivery date or a full or partial refund. 

It is not our policy to offer both a refund and a resend. Where flowers have been damaged we will normally ask for photographs clearly showing the problem so we can use them to determine what is going wrong with our system or our couriers. Refunds cannot be given for flowers that have died quickly, unless we believe there to be a genuine problem. It is important that flowers are cared for correctly. Putting them by heat sources or draughts, or failing to change the water will damage them. We include instructions and flower-food with all our arrangements. All flowers should normally last five days or longer, although this varies by variety. In some circumstances, flowers are sent in bud will not be fully open when they arrive. However, they should open once they have settled at room temperature.It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered. We need to be informed of any issues within three days of the delivery to give us the best chance of successfully resolving the issue.

Returning products and issuing refunds – other than flowers

If there an item that is faulty, we will ask you to return it to us within three days of receipt. You can contact our Customer Service Team for a Freepost returns address and packaging. Your right to return items to us in accordance with these terms and conditions is in addition to any other statutory rights you may have.If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

 

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