Refund Policy

At The Gift Stories, every item is made to order and personalised especially for you. Because each product is created to your specifications, we are unable to offer refunds, returns, or exchanges. Please review your order carefully — including all spelling, names, dates, and personalisation details — before completing your purchase.

If you have any questions about a product before you buy, we're happy to help. Contact us at contact@thegiftstories.com.

No Refunds or Returns on Personalised Items

As all of our products are custom-made and personalised, we do not accept returns and do not offer refunds once an order has been placed and production has begun. This includes personalised goods, special orders, and made-to-order items.

We're not able to resell personalised items, which is why we ask you to double-check every detail at checkout.

Damaged, Defective, or Incorrect Items

We want you to be delighted with your order. Please inspect your item as soon as it arrives.

If your item arrives damaged, defective, or is not what you ordered (for example, the wrong personalisation through our error), contact us within 14 days of receiving it at contact@thegiftstories.com. Please include your order number and clear photos of the issue.

We'll review it and make it right — by repairing, replacing, or refunding the affected item where appropriate. This is the only circumstance in which a refund or replacement may be issued.

Please note: errors in the personalisation details you provided at checkout (such as a misspelled name or incorrect date) are not considered defects and cannot be refunded or replaced.

EU Customers — 14-Day Cooling-Off Period

If your order is being shipped into the European Union, please note that the right of withdrawal does not apply to goods that are made to your specifications or clearly personalised, in line with the EU consumer law. 

This does not affect your rights in relation to items that arrive faulty, damaged, or not as described — see "Damaged, Defective, or Incorrect Items" above.

Contact Us

For any questions about your order or this policy, please email us at contact@thegiftstories.com.