Because The Gift Swan purchases items specifically for individual customers, our returns process can vary depending on the type of item purchased.
Nothing in this policy affects your statutory consumer rights.
Cancellation
When purchasing online, you may have a legal right to cancel your order within 14 days in accordance with UK consumer law.
There are exceptions to this right, including certain personalised or bespoke goods and circumstances where a service has been fully performed. Where an exception applies, this will be explained to you before you proceed.
If you ask us to begin providing the service before the end of the cancellation period, you may be required to pay for the proportion of the service already provided where the law permits this.
Personalised Gifts
Personalised, customised or bespoke items may not be eligible for cancellation or return where the law provides an exception for such goods.
Before ordering a personalised item, we will confirm the details with you wherever reasonably possible.
Please check spelling, names, dates and other personalisation details carefully.
Faulty or Incorrect Items
If an item arrives faulty, damaged or does not match what was agreed, please contact us as soon as possible.
We will work with you and, where appropriate, the retailer or supplier to arrange an appropriate remedy in accordance with your statutory rights.
Change of Mind
Where a statutory cancellation right applies, we will honour it in accordance with applicable UK consumer law.
Where an item is excluded from cancellation rights, for example certain personalised goods, we cannot offer a change-of-mind return unless the relevant retailer’s own policy allows one.