Refund and Cancellation Policy

Because everything we sell is personalized and made to order, there are limits on when an order can be canceled or refunded. Take a minute with this refund and cancellation policy before you buy. It covers orders from Custom Gift Haven Ltd, trading as Custom Gift Haven (company no. 16030659, registered in England and Wales).

• Email us at [email protected] or message us on live chat as soon as you can.
• You can cancel within 24 hours of placing your order: we'll cancel it, let you know it's done and refund you in full without delay.
• After 24 hours your gift is being made for you, so we can't cancel or refund the order.

• Get in touch within 48 hours of delivery.
• We may ask for photos of the item and the packaging so we can see what happened.
• We'll look at the damage and then offer a replacement, a full refund or a partial refund.
• We'll work to resolve it quickly.

• Before we make your gift, we email you a design proof to approve. Please look it over carefully: we make exactly what you approve.
• Your approval is final. After you approve a design, we can't change the order or refund it.
• Once production is underway, we can't refund an order on the grounds that its design is incorrect.
• Lost track of your proof? Ask and we'll send it again.

1. Email [email protected] or start a live chat with us.
2. Give us your order number and tell us what you need: a cancellation, or help with a damaged item.
3. For damage, send clear photos showing the item and how it was packed.

We reply within one working day, Monday to Saturday.

• Made-to-order gifts can't be returned. Refunds cover orders canceled in time and gifts that arrive damaged, as set out above.
• Read your personalization through one last time before you order.
• Still have a question? The answer may be on our FAQ page, or you can contact us.

Last updated: October 2, 2026