Customer Service & FAQ Hub
We want you to be happy with everything you buy from Gift Company and we pride ourselves on providing a professional and enjoyable shopping experience. We have all had bad experiences with returning items and faulty items with different retailers over the years, so our experienced, friendly team are here to make sure that if you do decide to return or exchange an item, we will make this a friendly and painless experience.
You'll find the answers to some common queries below.
Frequently asked questions
Products
Q. Who designs your products?
A. We do - over 1000 every season - if you have any good ideas, please feel free to let us know!
Q. Is it recycled tin on the bottle holders?
A. Yes, 80% of each wine bottle holder is made from recycled tin.
Q. Is the garden range frost-proof?
A. We can't guarantee that all our garden range can survive the more extreme British weather, but it should survive in milder conditions!
Q. Where is the furniture from?
A. Our oak and pine ranges are sourced from sustainably managed forests around the world and hand finished in China, which we import directly and price them to be the lowest in the UK!
Q. Can I put the painted glassware in my dishwasher to clean them?
A. Due to their designs, the painted glassware ranges are not dishwasher safe.
Q. Where can I find safety information for candles and diffusers?
A. You can find our candle and diffuser safety information here.
Q. Why isn't your full range on the website?
A. Although we do try to have as many lines as possible featured on the website, sometimes this is not possible due to the fragile nature or availability of products.
Q. Do you stock your full range of products in your local stores?
A. While our physical stores stock a wide selection of our most popular gifts and homewares, stock levels can vary by location.
If you've seen something online that you'd like to see in person, we recommend contacting your nearest branch directly. You can find all our addresses, opening hours, and contact details on our Store Locations page.
Q. Will you price match furniture?
A. We will certainly look at price-matching our furniture, although other retailers sell similar ranges that are not identical, so we would be unable to match on those occasions. Other retailers might also have actual lower prices, but when you come to checkout, there is a large delivery charge. We keep our prices low to start with and include free delivery.
Q. What is your company policy regarding Waste disposal of Electrical and Electronic Equipment?
A. As a company, we are members of the WEEE Distributor Takeback Scheme (DTS). Click here to read more about the WEEE Distributor Takeback Scheme.
Orders
Q. I created an account on your old website, but your new website has asked me to enter a new password?
A. When we import your account details to our new website, we cannot import your old password for security purposes, and so you will need to create a new password.
Q. I created an account on your old website, but I cannot see the order I placed there?
A. Don't worry! We still have your order and will dispatch it soon. Unfortunately, when we transfer your order and account from our old website, we cannot import your order history. We still have your order history on our database, and you can contact us if you have any queries.
Q. How will my furniture order arrive?
A. We use our own delivery team and third-party couriers to deliver our furniture. We ask that the driver always call one hour in advance of their arrival to give you a heads up, and they will deliver your order to the kerbside, or the driveway - depending on access. They will not unbox or assemble the furniture, and due to insurance policies, they will not carry the furniture inside for you.
Q. What if I order something and it goes out of stock before you can dispatch it?
A. If this happens (it's rare, but it does happen!), then we endeavour to source your item from one of our stores. If this incurs a delay, we will let you know, but we will try and fulfil your order to the best of our ability. If we are unable to fulfil the order, we will refund any funds paid to us and cancel your order with apologies.
Q. What happens if something is incorrectly priced on the web and I purchase it?
A. In this case, if the difference in price is just a few pounds, we would honour it as a gesture of goodwill. If you paid more for an item online than you would in-store, then we will refund you the difference with apologies as soon as possible.
In the case of large and clearly erroneous price discrepancies (for example, an item costing £600, being advertised at £6), we would cancel the order and take the item in question off sale. We will, of course, fully refund any sums paid via the original payment method.
Q. I've had my furniture for over a year, and notice a chip/discolouration on it - is there anything you can do?
A. Unfortunately, we are not able to exchange furniture after it has been in your possession for a year - but feel free to email us, and we will try to offer furniture care advice, or point you in the direction of someone who might be able to help.
To keep your pieces looking their best for years to come, please see our Furniture Care information for advice on maintaining natural wood items.
Delivery
Q. Are furniture deliveries free?
A. Yes, all our furniture deliveries are free to the UK Mainland.
Q. When will I receive my order?
A. Please allow up to three weeks for furniture deliveries. Our delivery team will contact you directly within 72 hours after the order has been placed to arrange delivery. For giftware, we aim to get your deliveries to you within five working days.
Q. How much is postage on gift items?
A. All gift items have a postage cost of £4.95 and are sent out via DPD couriers.
Q. Can DPD deliver in the afternoon and leave with a neighbour if I am not in?
A. Unfortunately, we cannot select a timed delivery with DPD, but they can leave your item in a safe place or with a neighbour.
Q. Do you deliver abroad, and how do I know how much it will be?
A. Yes, we are more than happy to deliver outside Mainland UK, but we can only process these orders over the phone or email. We will need a full address and a list of items you wish to purchase in order to get a delivery quote.
Q. Do you deliver on Saturdays, and how much will it be?
A. Yes, we are more than happy to deliver on Saturdays using a third-party palletised courier. This costs a flat rate of £30 for UK Mainland addresses, but we can only process orders with this specification over the phone.
Returns & refunds
Q. What is your refund and exchange policy?
A. If you are not entirely satisfied, we offer a cooling-off period where you can return your order for any reason, at any time within 28 days after the day of receipt, for a refund or exchange*, **.
If you have any faulty or damaged goods, then please contact us so we can either arrange a refund or get a replacement sent out to you.
At the point of delivery, if you are not satisfied with your order, the driver will not be able to take the goods away; you will need to take the goods in and notify us immediately so that we can arrange a replacement or collection as soon as possible. This does not affect your statutory rights.
*For hygiene reasons, we cannot accept the return or exchange of earrings for pierced ears or giftsets containing toiletries.
**Unfortunately, you can only return or exchange sealed diffusers as once they have been opened, they are classed as used.
Q. Can I cancel my order if I change my mind?
A. Of course! Let us know as soon as possible, and we'll get your order cancelled and we'll give you a full refund.
Q. I've had my item for over a month and intended to give it as a gift. This is now no longer the case - can I return it?
A. Unfortunately, as it has passed the 28 days, we cannot refund your order - but you can give it as a gift to another person, keep it or give it to a charity shop.
Still need help?
If you couldn't find the answer you were looking for, our friendly team is ready to help. Visit our Contact page to send us a message or find other ways you can get in touch with us.
