Shipping and Returns

Refund and Returns Policy

Last updated 21 November 2024

We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.

Returns

We operate a 14 day cooling off period from the date of delivery. This means that you must initiate the process below within 14 working days of delivery.

All returned items must be in new and unused condition, with all original tags and labels attached. You or the recipient must retain and take reasonable care of the goods until collected by our carrier.

Returns Process

To return an item, please email customer service at admin@packedwithlove.co.uk. After receiving authorisation, place the item securely in its original packaging and then return to the address provided. Please indicate whether you wish to receive a refund to the original payment method, store credit, or an exchange.

Please note that you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

Refunds and Exchanges

We will process your refund or exchange after receipt of your item and inspection of its condition. Please allow at least seven (7) working days from the receipt of your item to process your return or exchange.

We will notify you by email when your return has been processed. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

Exceptions

The following items cannot be returned or exchanged:

• Personalised and branded items

• Fresh food gifts (including cheese, dairy, meat or fish)

• Bespoke hampers. Please note that from the time of receiving a bespoke order in writing, we will purchase items relating to your hamper and unfortunately, we regret that these orders cannot be refunded.

Cancellations

You may cancel an order due to incorrect recipient information, or the unavailability of the recipient (leading to the carrier returning the goods). In this case, please request a refund in writing with seven days. We will refund 50% of the invoiced price less delivery and return charges. Please note that the above exceptions apply.

Defective or Damaged Goods

If you or your recipient have received damaged or defective goods, or if we have made an error with your order:

• You must notify us within 48 hours of receipt via email (admin@packedwithlove.co.uk) or via our contacts form

• If required, we will refund the full cost of the delivery or offer a replacement. If the same goods are not available, we will replace with goods of equal or higher value.

• Please note that we are unable to reimburse the cost of returns. We will arrange the collection of defective or damaged goods.

• If we deem the goods to be not damaged nor defective, please note that we reserve the right to deduct the cost of collection from your refund.

Delayed or Lost Goods

We are not responsible for late delivery of any goods due to adverse weather conditions, incomplete or incorrect delivery addresses, or any other causes beyond our reasonable control. For our approach to delivery delays, please consult our Shipping policy above.

All claims for lost parcels must be made:

• For deliveries due from January to September: within 14 days of the anticipated delivery date.

• For deliveries due from October to December: by the end of January of the following calendar year.

We cannot guarantee that claims for lost parcels made outside these periods will be refunded or replaced.

Any parcels returned by our carrier due to incorrect delivery address information can be reshipped upon request for an additional charge.

Questions

If you have any questions regarding this policy, please contact us at admin@packedwithlove.co.uk.