Refund & Cancellation Policy

01Cancelling an order

After you place an order, we call you to confirm it. You can cancel for free any time before we start packing. Just call or message us with your order number (for example PC-00012).

Once your gift has been packed or personalised with names, photos or messages, it can no longer be cancelled, because we can't reuse the materials.

02Damaged, wrong or missing items

We pack every gift carefully, but if something goes wrong:

1. Contact us within 24 hours of delivery.
2. Send your order number and clear photos of the problem and the packaging.
3. We'll check it and replace the item or refund you in full, including the delivery charge.

03What can't be refunded

• Personalised items (with names, photos or custom messages), unless they arrived damaged or were made incorrectly.
• Perishable items such as fresh flowers and chocolates, unless they arrived damaged.
• Change of mind after packing has started.
• Deliveries that fail because the address or phone number given was wrong, or the receiver couldn't be reached after two attempts.

04Seasonal substitutions

Fresh flowers and some wrapping materials change with the season. If an item is unavailable, we'll replace it with something of equal or higher value in a similar style, and we'll tell you first when the change is significant. Small differences from the photos are not grounds for a refund.

05How refunds are paid

• Paid with PayID: refunded to the bank account it came from.
• Cash on delivery: refunded by bank transfer to the account of your choice.

Approved refunds are sent within 7 working days. Your provider may take a little longer to show it in your account.

06How to request a refund

Message or call us with your order number, what went wrong and photos if something arrived damaged. We usually reply within a few hours.