Xclusive Gifts try to ensure that our products are sent out in perfect condition, however sometimes due to situations beyond our control for example damage in post, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at sales@xclusivegifts.co.uk as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours. To help us to respond quickly, please try to include as much information as possible:
Name, Email Address
Postal Address, Order Number
Problem with fault, Photo of the fault*
*If a photo is not included we may ask you to provide photographic evidence before processing your claim. Due to the nature of the products we offer, all items which are personalised are non-refundable.
Please click here to view your rights as a consumer**
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. Your refund can take up to 1 week to be actioned it can take 2-5 working days to appear in your bank account as a credit.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@xclusivegifts.co.uk.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@xclusivegifts.co.uk.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please feel free to contact us at sales@xclusivegifts.co.uk for questions related to refunds and returns.