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 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).
Last updated: October 2, 2026
At a glance
- Cancel within 24 hours We cancel it and refund you in full, without delay.
- Damaged on arrival Tell us within 48 hours for a replacement, full or partial refund.
- Your approval is final Once you approve your design proof, the order can't be changed or refunded.
Canceling an order
- 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.
If your gift arrives damaged
- 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.
Design proofs and approved designs
- 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.
How to ask for a refund or cancellation
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1
Get in touch
Email [email protected] or start a live chat with us.
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2
Tell us what you need
Give us your order number and say whether it's a cancellation or help with a damaged item.
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3
Send photos for damage
Clear photos showing the item and how it was packed.
We reply within one working day, Monday to Saturday.
Good to know
- 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.
