Refund policy
Returns & Refunds
At Flourish Store Gifts, we want you to be completely happy with your purchase. As a personalised gift shop, most of our products are made to order, which means our returns policy differs from standard retailers.
Personalised Items
Because personalised items are custom-made specifically for you, we are unable to accept returns or offer refunds unless the item arrives damaged, defective, or incorrect. This is in accordance with the Consumer Contracts Regulations 2013, which exempt bespoke and personalised goods from the standard 14-day cooling-off period.
Non-Personalised Items
For non-personalised items, you may return the product within 14 days of receiving it, provided it is unused, in its original condition, and in its original packaging. To initiate a return, please contact us at support@flourishstoregifts.com with your order number and reason for return.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of receiving your order at support@flourishstoregifts.com. Please include:
- Your order number
- A clear photograph of the damage, defect, or partially damaged packaging especially if it arrived that way on delivery.
- A brief description of the issue
We will arrange a replacement or full refund at no additional cost to you. You do not need to return the damaged item unless we specifically request it.
Incorrect Orders
If we have made an error with your personalisation (e.g. wrong name, wrong colour, wrong design), please contact us within 48 hours of delivery and we will correct the order at no additional cost.
If the error was made by you when placing the order (e.g. a spelling mistake in the personalisation box), we are unable to offer a free replacement, but we will work with you to find a solution at a reduced cost, where applicable.
How Refunds Are Processed
Refunds are processed to the original payment method within 5–10 business days of approval. You will receive an email confirmation once your refund has been issued. Please note that your bank or payment provider may take additional time to process the refund to your account.
Return Shipping Costs
For defective, damaged, or incorrect items, we will cover the return shipping costs. For all other eligible returns, the customer is responsible for return shipping costs.
Late or Missing Refunds
If you have not received your refund within 10 business days of our confirmation email, please check with your bank or payment provider first. If you still have not received it, contact us at support@flourishstoregifts.com and we will investigate.
Contact Us
For all returns and refund queries, please email support@flourishstoregifts.com with your order number.