Shipping & Returns

How quickly will my order be dispatched?

Our dispatch times vary from 1 working day to 5 working days depending on the product that you order. You will find the estimated dispatched time of your product on each product page. Our dispatch times vary because of the different processes we use when personalising your items. If you order several different types of product we may dispatch them in more than one parcel so that items ready sooner are sent out to you earlier.

When will I receive my order?

This will depend on how long the dispatch time for your item is and which delivery option you have chosen at checkout. Please make sure that you check the available delivery options for the product you are ordering on the product page. You can log in to you account at any time to see the status of your order and whether it has been dispatched.

What delivery options are available?

PLEASE NOTE : All estimates are Working days and does not include Weekends or Bank Holidays.

Where is my order, it should have been here by now?

Please double check the dispatch and delivery estimates for the product and service that you have ordered. If you think that your order is past these estimates please contact us and we will assist you in receiving your order. You can log in to your account at any time to check the status of your order. If we have been trying to contact you for any reason you will also find the details of that here.
Timescales for the delivery of all products are approximate. We do not accept responsibility for the delay of shipping under any circumstances. Please note that we will need to wait 21 Days from dispatch before we can track an item that has not arrived at it's destination, unless ordered with our Next Working Day Service.

Do you offer a Next Day Delivery Service?

Yes we do, but please check the individual product pages to see if your item is eligible for Next Working Day Delivery. Your delivery will be made by a courier who will require a signature. We do not accept liability for items not received when you have supplied an incorrect address. We reserve the right to amend delivery dates in the event of unexpected circumstances. In these circumstances you will be informed and have the right to cancel where a full refund will be provided.

Orders placed after 1pm on Friday will be dispatched on the following Monday (or the next working day in the case of a bank holiday) 

My next day ordered hasn't arrived, can I have a refund?

In very rare unforeseen circumstances orders may be delayed in the delivery network which are out of our control. Therefore in these circumstances we will offer a refund based on the delivery service which was provided. Full refunds will not be provided where we have shown proof that your order was dispatched into the delivery network in time scales as promised.

What is your policy on Cancellations and Returns?

Returns Policy

We are confident that you will be happy with your purchase but if for whatever reason you wish to return your items you can take advantage of our 'no questions’ guarantee. If the item you have ordered is defective, or you have simply changed your mind then, provided that it is in its original condition and unpersonalised, you can return it to us for prompt replacement or refund within 7 days of delivery.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Damaged/Faulty Goods

Please check your goods immediately on delivery. If items do arrive damaged/faulty please let us know within 3 days.  We will ask you to forward photographic evidence so we can help ascertain how the damage occurred and we may ask you to arrange to post them back to us. We will reimburse you these extra postage costs. If you do not inform us within 3 days, then we will have no liability for items said to be damaged/faulty on delivery.

Bespoke or personalised products

Unless there has been an error on our part, or the item you purchased is defective or damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.

 Please check all details you input carefully. Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.

What to do

Simply email us at help@thelovelygiftgroup.co.uk indicating
- which item(s), the order number, your reason for returning the item, and
 whether you are seeking a replacement or refund.


If the item is returnable under our returns policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.

Please address any returned products to:

Returns
The Lovely Gift Group
Unit 8 Jet Park
Jet Park Way
Newport
East Yorkshire
HU15 2JU

This returns policy does not affect your statutory rights.

 Returns postage

You have a duty of care for the products during the cancellation period in order for a refund to be given. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

We would suggest you obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.   We would also suggest that you check that the item is properly protected for its return journey, ideally in the protective packaging it arrived in.

Cost of return

The costs of returning goods will be paid by you (unless the item is damaged/faulty), in which case please include a postage receipt and we will refund this amount.

Refunds and Replacements


For item(s) returned to us within 7 days of delivery with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by us within 14 working days of receipt of the returned items.

A refund will be made in the same form of payment that was used to make the initial purchase.



Refunds Payments

Refunds will be made within 30 days of a refund being agreed.

Your rights to return the goods to us will not apply in the following circumstances:


• Any products that we have made, personalised or customised specifically for you
• Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
• If you have made a spelling mistake on your order and it has been sent for production
• You have disposed of the item you have an issue with
• A perishable item that has been consumed/disposed of

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.