Returns, Refunds and Exchanges
We are committed to customer happiness and want you to be thrilled and delighted with your purchase!
Due to the variety of products we offer on our website, we do not hold inventory in our warehouses. All of our products are made to order by customers like you, and 95% of our products have personalization built into them (i.e., names, characters, scenes, etc. chosen by our customers.)
Understandably, made-to-order and personalized products cannot be accepted for a return, exchange, or refund, unless there is a defect in the product (detailed in the next section) when received by the customer.
We understand that everyone makes mistakes (including us!), so please review your made-to-order or personalization information (such as material, size, color, personalization names, etc.) carefully before you place an order. Contact us at hello@giftbirdie.com if you have any questions about the product, before placing your order.
Defective or Wrong Products
Please contact us immediately at hello@giftbirdie.com, if you received any of the following:
- A damaged item or faulty/incomplete product
- A product that is not as described on our website
- A product that has been stuck in transit for an unreasonable time (no movement 30 days from the date shipped, or 15 days if within the EU.) Products that are in customs and showing as in clearance, still need more time and is not considered as being stuck.
We will make things right with you, by shipping a replacement free of charge if we receive your claim within 15 days of receipt of the product, and the claim is approved.
Include the following when you contact us:
- Order Number
- Photo and/or video of the product showcasing the faulty area/mechanism
- Video of the product and package, if you received a wrong product or artwork inside the product
- A brief description (1-3 sentences) of the issue
The following scenarios do not qualify for a replacement product:
- Customer incorrectly orders the wrong product
- Product gets damaged due to incorrect handling by the customer
- Customer specifies an incorrect shipping address
- Customer specifies the wrong size, color, personalization names, etc.
Canceling Orders
If you’d like to cancel your order, contact us immediately at hello@giftbirdie.com, preferably within an hour from the time you placed the order. If your order has not moved into production, it will be possible to cancel it and offer you a full refund.
Refund Scenarios
Refunds are given under the following scenarios:
- You canceled an order, and our support staff was able to successfully cancel it before it moved into production. It is best to contact us within the hour from when you placed it, to be able to cancel it quickly enough before it enters the production process
- You received a defective product, and we’re unable to replace it because the product has been discontinued
Order Not Received (Carrier says Delivered)
If you have not received your order although the carrier says it is delivered, you can claim a replacement product (free of charge) only if you purchased the shipping protection offered with every order. Contact us at hello@giftbirdie.com to start a claim.
