Orders can be cancelled within 24 hours of placement, provided the personalisation process has not yet started. Please contact our customer service team immediately if you wish to cancel your order.
Given the personalised nature of our products, we do not accept returns or offer refunds once the product has been produced — unless there is a defect or error on our part.
If the product received is damaged, defective, or incorrectly personalised due to our error, please contact us within 7 days of receiving your order. Provide a description of the issue along with photographs where possible.
After reviewing your complaint, our team will determine eligibility for a refund or replacement. If approved, we will either replace the defective product at no additional cost, or refund the full amount to your original payment method. The resolution is determined on a case-by-case basis.
Approved refunds will be processed within 10–14 working days, depending on the policy of your bank or card issuer.
- Items not in their original condition, or damaged/missing parts due to customer handling
- Gift cards and promotional items
- Any personalised item where the personalisation was completed to the specification provided by the customer
We only replace items if they are defective or damaged due to our error. To request an exchange, email us at support@giftlineuae.com with your order reference and photographs of the issue.
This refund policy may be updated from time to time. Please check this page regularly for any changes.