Last updated: 26 October 2026

Your right to cancel (14 days)

You can cancel your order and return it without giving a reason within 14 days of receiving it. This is your right under the UK Consumer Contracts Regulations 2013.

Cancel or return an item

Cancelling before we print your order

Every item is made to order, so the quickest way to cancel is before printing starts. Nothing needs to be sent back.

  • You can cancel the whole order, or only some of the items in it.
  • Use the cancellation and return form below and choose “Cancel my order before it is printed or dispatched”. Tell us which items to cancel. Please send it as soon as you can, because we can only stop an order that has not started printing.
  • We will email you to confirm that we received your request, and to tell you whether the order could be stopped. This is normally within 1 working day.
  • If it could be cancelled, we refund the items you cancelled to the payment method you used, plus the delivery charge if you cancel the whole order. We usually send the refund within 3 to 5 working days, and always within 14 days. It can take a little longer to appear on your statement, depending on your bank or card provider.

If your order has already been printed or dispatched, we cannot stop it. You can still cancel and return it within 14 days of receiving it, as described below.

How to cancel and return

  1. Easiest: if you have an account, go to My Account → Orders, open your order and press “Return or report a problem”. You just tick the item and the reason. We then send you a return slip with a QR code: scan it with your phone to buy Royal Mail postage, so you don’t need a printer.
  2. No account? Use the returns form below: just enter your order number and delivery postcode. Your order opens with the same options as in My Account, including the return slip with QR code. You can also email simov@giftsstore.online with your order number.
  3. Send the item back to Custom Print Center, PO Box 17375, Oldbury, B69 9FZ, United Kingdom within 14 days of telling us. Please pack it well, use a tracked service and keep your proof of postage. You can buy a Royal Mail Tracked 48 label online at royalmail.com and print it at home, or show the QR code from your email at a Post Office and they print it for you. Please put a note inside the parcel with your order number and your return reference. You will find the return reference on your order page in My Account and in your “Order complete” email. We cannot be responsible for parcels lost or damaged on the way back to us.
  4. Return the item in the same condition you received it in. See “Condition of returned items” below.

Condition of returned items

Please return the item unused, undamaged and complete, in its original packaging where you can. You may open the packaging and look at the item to check what it is and that it is as you ordered, as you could in a shop. Please do not use it.

If an item comes back used, damaged or incomplete, or has been handled more than was needed to check it, we may reduce your refund to reflect the loss in its value. We will tell you why before we refund you.

This does not affect your rights if an item is faulty, damaged when it arrived or not as ordered. See “Faulty, damaged or wrong items” below.

Return or report a problem (no account needed)

Enter your order number (it is in your order confirmation email) and your delivery postcode. Your order opens and you can cancel it before it is printed, report a damaged, faulty or wrong item with photos, or return it if you changed your mind. We reply by email with the next steps.

Step 1 of 2 – find your order. No account needed.

You'll find it in your order confirmation email.

Cost of returning

The direct cost of returning the item (including postage to the UK and any customs charges) is paid by the customer (unless the item is faulty, damaged or not as ordered, see below).

Refunds

We refund the price you paid, and the original standard delivery cost, within 14 days of receiving the item back (or of you providing proof that you sent it), using the same payment method you used. We may wait until the item arrives before refunding.

How you get your refund

We always refund you to the same payment method you used to pay. We cannot send a refund to a different card or bank account. Once we have sent your refund, this is how it reaches you:

  • Card (Visa, Mastercard, American Express), Apple Pay and Google Pay: the money goes back to the same card. For Apple Pay and Google Pay, this is the card in your wallet. It usually appears within 5 to 10 working days, depending on your bank. If we refund you soon after you paid, the payment may simply disappear from your statement instead of showing as a separate refund. If your card has expired or been cancelled, your bank normally passes the refund to your new card or to your account.
  • Klarna: Klarna cancels any payments you still owe for the order and returns what you have already paid. This usually takes 5 to 7 working days, but it can take longer depending on your bank. For a partial refund, Klarna lowers the amount you still owe and adjusts your remaining payments. You can see the update in the Klarna app.
  • Clearpay: Clearpay cancels any instalments you still owe for the order and returns the instalments you have already paid. This can take up to 10 working days. You can see the update in your Clearpay account.
  • Pay by Bank: the money goes straight back to the bank account you paid from. How quickly it appears depends on your bank.

In rare cases a refund cannot be completed, for example if the bank account has been closed. If this happens, we will contact you and refund you another way. We will also do this if, because of time limits set by the payment provider, a refund can no longer be sent to your original payment method.

Refunds are free for you. If you have not received your refund after the times above, email simov@giftsstore.online with your order number and we will help you trace it.

Faulty, damaged or wrong items

If your item arrives damaged, faulty or not as ordered, tell us as soon as you can, ideally within 48 hours of delivery, using the returns form above (or My Account → Orders) and add photos of the item. You can also email simov@giftsstore.online with your order number and photos. We will replace it or refund you, and we pay the return costs. Your legal rights are not affected, including your right to reject faulty goods within 30 days of delivery.

Exceptions

The right to cancel does not apply, among other cases, to goods made to your specification or clearly personalised for you, or to sealed goods that cannot be returned for hygiene reasons once opened.