Return and Refund Policy
At Joy Gift London, we take pride in creating handmade products with care and attention. Please read this policy carefully before placing your order.
Important Notice — Custom & Made-to-Order Items
Custom-made, personalised, or made-to-order items are non-returnable and non-refundable.
This includes, but is not limited to:
- Items made using customer-provided photos or reference images
- Custom colour, size, design, or detail requests
- Personalised name embroidery or bespoke features
Once production has started, custom orders cannot be cancelled, returned, or refunded, unless the item arrives defective.
By placing a custom or personalised order, you confirm that you understand and accept these terms.
Returns (Non-Custom Items Only)
You may request a return within 30 days of receiving your order.
To be eligible for a return:
- The item must be unused and in original condition
- Original packaging must be intact
- Proof of purchase is required
To request a return, contact us at info@joygiftlondon.com.
Returns sent without prior approval will not be accepted.
Return shipping costs are the customer’s responsibility unless the item is confirmed to be defective.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us within 14 days of delivery with photos of the issue.
If confirmed, we will offer a replacement or full refund and cover return shipping costs.
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom or personalised items
- Made-to-order products
- Sale items
- Gift cards
- Personal care items
Exchanges
We do not offer direct exchanges.
If eligible, please return the item and place a new order once the return is approved.
EU Customers — 14-Day Cooling-Off Period
If your order is delivered to an EU country, you may cancel or return eligible (non-custom) items within 14 days of delivery, in line with EU consumer law.
This right does not apply to custom or personalised items.
Refund Processing
Once your return is received and inspected, we will notify you of the approval status.
Approved refunds are issued to the original payment method within 10 business days.
Banks and payment providers may take additional time to process the refund.
If more than 15 business days have passed since approval, please contact us at info@joygiftlondon.com.
