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Refund & returns policy

What happens when a gift arrives damaged, arrives wrong, or does not arrive at all.

Last updated 07/08/2026. This policy covers gifts bought on My Gift Sender.

The short version

If a gift arrives damaged, wrong, or doesn't arrive at all, tell us and we'll replace it or refund it. If you simply changed your mind, you have 30 days on most items — but not on food, flowers or anything personalised, for reasons set out below.

Returns window

Category
Window & conditions
Jewelry, watches, apparel, accessories, tech, teddies
30 days from delivery, unused and in original packaging.
Keys & key fobs
Returnable only if uncut and unprogrammed. Once cut or paired to a vehicle they cannot be resold.
Cakes, pizza, chocolates, other edibles
Not returnable. Report a quality problem within 24 hours with photos and we will replace or refund.
Fresh flowers
Not returnable. Report wilting or damage within 24 hours with photos.
Personalised & engraved items
Not returnable unless faulty or the personalisation differs from what you submitted.
eSIM & digital packs
Not returnable once the QR code has been issued or activated.

Damaged, wrong or missing

Contact us within 48 hours of delivery with the order number and clear photographs of the item and its packaging. We need the photos to raise a claim with the delivery partner, and their claim windows are short — late reports may leave us unable to recover anything.

Where we're at fault, you choose: a replacement sent at our cost, or a full refund including delivery.

Failed delivery

If a delivery fails because the address was wrong or incomplete, or nobody was available across the attempts the partner makes, we'll try to arrange redelivery. A second delivery fee may apply where the carrier charges us one. Where a gift is returned to the partner and cannot be redelivered — particularly perishables — a refund may be partial.

Cancelling before delivery

Contact us as early as you can. If sourcing hasn't started, we'll cancel and refund in full. Once an item has been made, printed, baked or dispatched, it can't be recalled, and a cancellation at that point is treated as a return under the table above.

How refunds are paid

Refunds go back through Bachs to the original payment method. We cannot send a refund to a different card or account — that restriction protects you as much as us. Once we approve a refund, expect 5-7 working days for it to appear, depending on your bank.

Delivery charges are refunded when the fault is ours. They are not refunded on change-of-mind returns.

Return shipping

On change-of-mind returns, return shipping is the customer's responsibility, and we recommend a tracked service — we can only refund goods we actually receive. On faulty or incorrect items, we cover it.

How to start a return

Use the contact page with your order number and, where relevant, photographs. Please don't send anything back before we reply: unannounced returns often can't be matched to an order, which delays the refund.

Your statutory rights

Nothing here limits rights you have under the consumer law that applies where you live. Where that law gives you more than this policy does, that law wins.