Terms and Conditions

Effective date: October 2, 2026

These terms apply whenever you visit our website or buy from us. The website is run by Custom Gift Haven Ltd, trading as Custom Gift Haven (company no. 16030659, registered in England and Wales). "We", "us" and "our" mean Custom Gift Haven. If you use the website or order from us, you're confirming that you've read these terms, understood them and accept them, so please go through them first. Questions? Email [email protected].

• You can use what's on the website for yourself, but not for any business purpose.
• Using the website for anything illegal, or in a way that breaks these terms, isn't allowed.
• These terms may be updated at any point, and we don't have to tell you in advance. Keep using the website after an update and you've accepted it.

• We may change a product's description, price or availability at any time, without telling you first.
• Whatever you type in the personalization fields is what we make, letter for letter. Making sure it's accurate is up to you, so read it through carefully before you submit your order.
• If the details you give us contain a mistake, that mistake will appear on the finished item, and we aren't responsible for it.

• Your order is an offer to buy from us. It's up to us whether to accept it, and we can turn any order down.
• You pay the whole amount when you place the order, with a major credit or debit card or any other method the website offers.
• Make sure the payment details you enter are correct and complete. Your card details aren't stored by us.

• Our Shipping page covers delivery times, and you'll see delivery options and costs at checkout.
• Every item is made to order, and its product page shows how long it takes to make. Once we have your personalization details, our aim is to have the item on its way within that time. Delivery time then depends on where you are and the shipping method you pick.
• Delays caused by a wrong address you've given us, or by the third-party carrier, are outside our responsibility.
• Lost in the mail or damaged on the way? Let us know and we'll replace or refund it, as our policy sets out.

• Need to cancel or change an order? Contact us straight away. You can cancel within 24 hours of ordering. Every item is personalized, so after that we can't cancel it, change it or refund it.
• The exception is an item that turns out to be faulty, damaged or not as described. Tell us within 48 hours of delivery and we'll arrange a replacement or refund, whichever fits.
• A mistake in personalization you entered yourself isn't grounds for a return or refund.

• Custom Gift Haven Ltd owns everything on this website, including the text, graphics and logos, and copyright and other intellectual property laws protect it.
• You need our written permission before you copy, distribute or use any of it.

• As far as the law lets us, we exclude liability for any indirect, incidental, special or consequential damages that result from using our website or our products.
• We do our best with the information on this website, but we can't guarantee it's accurate, complete or reliable, and we aren't liable for errors or omissions in it.

• Some features may need an account. Keep your login details private: you're responsible for them and for everything done under your account.
• When you sign up, the details you give us need to be true and up to date.

You need to be able to enter into a legally binding contract to use our website and services. Anyone under 18 should only use them with the right permission and supervision.

If a claim, damage or expense arises from your use of the website or from you breaking these terms, you agree to indemnify us and hold us harmless.

The laws of England and Wales govern these terms. Conflict of law principles that might point to another country's law don't apply.

Questions about these terms? Email [email protected] or visit our website.