Refund Policy

Last updated: 28 September 2026

We want you to be happy with your order. This policy explains how to cancel or return an order and how we handle faulty, damaged or incorrect items. It does not limit your rights under consumer law.

Personalised and made-to-order items

Where an item is made to your specifications or is clearly personalised, the statutory right to cancel an online order simply because you changed your mind does not apply. This does not affect your rights if an item is faulty, damaged, not as described, or we made a personalisation error.

Please check names, dates, spellings and other details before ordering. If you need to correct an order, contact us immediately. We will try to help if production has not started, but cannot promise a change once work is underway.

Other online purchases

For non-personalised goods that are not excluded from cancellation by law, you can tell us you wish to cancel within 14 days after receiving the goods. After telling us, you have a further 14 days to send them back. Please email us first at hello@thequirkygiftco.com so we can provide return instructions and the correct return address.

You are responsible for the direct cost of returning an item because you changed your mind, unless we have agreed otherwise or the law requires us to pay. Please take reasonable care of the goods while they are with you. We will refund the price and, where required, the standard outbound delivery charge. We may wait to refund you until we receive the goods or evidence that you sent them back. Refunds are made using the original payment method and within the time required by law.

Faulty, damaged or incorrect orders

Please contact us as soon as you can at hello@thequirkygiftco.com, with your order number and, if possible, clear photos. Reporting promptly helps us investigate, but any suggested timeframe does not reduce your legal rights. We will work with you to provide the remedy you are entitled to. We cover reasonable return costs where the item is faulty, damaged, incorrect or has a personalisation error made by us.

Missing or delayed orders

If an order is late or tracking says delivered but you have not received it, contact us with your order number. We will investigate with the carrier and help resolve the issue. A carrier delivery scan does not remove any rights you may have under consumer law.

How to contact us

Email hello@thequirkygiftco.com. Please include your order number. For delivery estimates, destinations and customs information, see our Shipping Information.