At DropGifting we promise to quality check each and every product we send out. However we know that sometimes things happen; postal services may fail, precious items such as ceramics and glass may break during transit or your customers might just change their mind about their order!
We follow set policies in regards to Returns and Replacements and will do our best to help in any situation dependent on our terms, with further details listed below.
Faulty or Damaged Items
Any item that has broken in transit or has a fault must be reported within 5 working days of expected delivery date (ie. if an item is dispatched second class on Monday, we’d expect it to arrive by Thursday at the latest. Any issues must be reported within 5 working days of that date, so the following Wednesday).
A photograph must be provided by your customer to show the fault in the product or the damage to the product. Providing a valid claim is made, we will dispatch a replacement item with our standard production times for replacement or issue a full or part refund for the item dependent on the nature of the claim.
Items Lost In Transit
If an item has not arrived we will replace the order and ship directly to the address used on the original order unless tracking or signature details are available to show that the item has arrived safely or has been left with a neighbour/returned to a local Post Office. It is highly recommended that you encourage your customers to pay for Tracked/Signed For delivery as this will eliminate any issues of non-arrival or missing post.
Should an order not be collected by a customer from their local Post Office after a failed delivery, after a certain amount of days the item will be returned. At this point we will contact you to inform you of this and the customer can arrange redelivery by paying the costs of shipping for the second dispatch. Should the customer decide they do not want to pay for redelivery the item will be disposed of and non-refundable if the items are personalised.
Any non-personalised items that can be resold and are in perfect condition will be refunded back to yourself to then forward to the customer.
Personalised Item Cancellation
Should your customer decide they no longer wish to recieve their order this must be reported to us by email as soon as possible. If the item has entered production (this could be any time, from immediately following the order placement to 2 working days after order placement) and we have already personalised the product we cannot accept a cancellation and the item will become non-refundable.
It is very important that you list this term in any product listing or conditions set out in your own store relating to our personalised gifts as once an item has been printed as a bespoke design it is no longer resellable and therefore no refunds will be provided if the item is no longer desired.
Following any cancellation under our non-refundable policy, the customer can still request that the item is not sent and we will dispose of the product/order in full.
Non-Personalised Item Cancellation
Any cancellation made for an item that is not personalised can be refunded in full providing the item has not yet been dispatched. In cases where the item has been dispatched, we can only offer a refund minus postage costs if it is returned directly to our address in perfect, unused condition within 14 days of receipt. The customer is responsible for paying for the return delivery of the item. Any refunds made will be processed only once the item has been delivered to our address and checked over.
Items that are returned used or damaged will not be eligible for a refund as they are no longer resellable. It is important you inform your customer that the order should be well packaged and wrapped to avoid any kind of damage in transit.