Returns and Refunds Policy

Date of last update: 8th June 2026

1. About this policy

We want you to be happy with your order.

Most of our gifts are personalised, made to order, or finished especially for you. Because of this, returns can work differently from ordinary off-the-shelf products.

This policy explains when you can return an item, when a refund may be available, and what to do if something has gone wrong with your order.

This policy applies to purchases made through websites operated by Syxth Limited trading as Nicely Personalised, including:

  • nicelypersonalised.com
  • giftsforhim.uk
  • familygifts.uk
  • giftsforher.uk
  • nicelypersonalised.uk
  • valentinesdaygifts.uk

    • It also applies to any other gift websites we operate from time to time, unless a different returns policy is clearly shown on that website.

    This policy does not affect your statutory rights.

    2. Who we are

    The websites are owned and operated by Syxth Limited trading as Nicely Personalised.

    We are registered in England and Wales under company number 09221533.

    Our registered office and principal place of business is:

    The Gables

    Marston Lane

    Frome

    Somerset

    BA11 4DS

    United Kingdom

    You can contact us by email at:

    support@nicelypersonalised.com

    We are not currently VAT registered and do not charge VAT on our products.

    3. Please contact us before returning anything

    Before sending anything back to us, please contact us first.

    Email:

    support@nicelypersonalised.com

    Please include:

  • your order number;
  • your name;
  • the email address used for the order;
  • a brief explanation of the reason for the return;
  • photographs if the item is damaged, faulty, incorrect, or not as expected.

    • Contacting us first helps us deal with your return properly and makes sure you receive the correct return instructions.

    Please do not return items without contacting us first, as this may delay your refund or replacement.

    4. Personalised and made-to-order products

    Many of our products are personalised or made to order.

    This includes items made with:

  • names;
  • dates;
  • family details;
  • personal messages;
  • recipient details;
  • photographs;
  • artwork;
  • custom wording;
  • design choices selected by you;
  • any other details supplied or approved by you.

    • Because these products are made specifically for you, they cannot usually be returned, refunded, or exchanged simply because you change your mind.

    This does not affect your rights if the item is faulty, damaged, not as described, or if we have made an error with your order.

    5. Non-personalised products

    If you buy a non-personalised product online, you usually have the right to cancel your order within 14 days after the day you receive it.

    You then usually have another 14 days to return the product to us.

    To cancel a non-personalised order, please email:

    support@nicelypersonalised.com

    You must clearly tell us that you wish to cancel.

    The product should be returned unused, in a resaleable condition, and with its original packaging where reasonably possible.

    Unless the item is faulty, damaged, not as described, or we have made an error, you are responsible for the cost of returning the item to us.

    6. Faulty, damaged or incorrect items

    We take care when making and packing every order, but if something has gone wrong, please contact us as soon as possible.

    Please email:

    support@nicelypersonalised.com

    Include:

  • your order number;
  • your name;
  • a clear explanation of the problem;
  • photographs of the item;
  • photographs of the packaging, if the item arrived damaged.

    • If the problem is our fault, we will put it right.

    Depending on the situation, this may mean:

  • replacing the item;
  • repairing the item, where appropriate;
  • refunding part of the order;
  • refunding the order in full;
  • offering another fair solution.

    • We may ask you to return the item to us before we issue a refund or replacement.

    Where the item is faulty, damaged, incorrect, or not as described because of something we have done, we will not expect you to pay the reasonable cost of returning it.

    7. Damaged in delivery

    If your order arrives damaged, please contact us as soon as possible.

    Please keep the item and packaging until we have had a chance to review the issue.

    We may need photographs of:

  • the damaged item;
  • the outer packaging;
  • the inner packaging;
  • the delivery label.

    • This helps us understand what happened and, where appropriate, raise the issue with the delivery provider.

    8. Customer input errors

    Please check your personalisation details carefully before placing your order.

    We usually make personalised items using the details exactly as you provide them.

    We are not normally able to offer a free replacement or refund where the item has been made correctly, but the information supplied by you was wrong.

    This includes mistakes with:

  • spelling;
  • names;
  • dates;
  • capital letters;
  • punctuation;
  • grammar;
  • message wording;
  • delivery addresses;
  • product options;
  • design choices.

However, please contact us if this happens. We are a small family business and will always try to help where we reasonably can. In some cases, we may be able to offer a discounted replacement.

9. Design previews and layout differences

Some of our websites may show a live preview, product visualiser, mock-up, proof, or example image.

These are intended as helpful guides, but they may not be an exact representation of the final item.

We may make small layout adjustments to improve the finished result. For example, we may adjust spacing, line breaks, text size, alignment, or positioning so that the engraving or personalisation fits properly and looks balanced.

Small layout differences are not normally considered faults.

10. Natural material and finish variations

Many of our products are made from natural or specialist materials such as wood, oak, oak veneer, brushed stainless steel, glass, acrylic, paper, card, or fabric.

Natural materials can vary in grain, colour, shade, texture and finish.

Engraving tone, contrast and depth may also vary slightly from item to item.

These natural and handmade variations are part of the character of the product and are not normally treated as faults.

11. 90 Day Love It Guarantee

We offer a 90 Day Love It Guarantee on purchases made through our eligible websites, including Nicely Personalised and Gifts For Him.

This guarantee is offered in addition to your statutory rights.

It is designed to give you extra confidence when ordering from us.

If you are not happy with your item, please contact us within 90 days of dispatch.

Email:

support@nicelypersonalised.com

Please include your order number and a short explanation of the issue.

Unless the item is faulty, damaged, not as described, or we have made an error, you will usually be responsible for the cost of returning the item to us.

Returned items must be sent back in reasonable condition.

Once we receive the returned item, we will review it and process any refund due under the guarantee.

The 90 Day Love It Guarantee does not reduce your legal rights. If an item is faulty, damaged, not as described, or made incorrectly by us, your statutory rights still apply.

Full details of the guarantee are set out in our separate 90 Day Love It Guarantee page.

12. How to return an item

Once we have confirmed that an item can be returned, please send it to the return address we provide.

Unless we tell you otherwise, returns should be sent to:

Nicely Personalised

The Gables

Marston Lane

Frome

Somerset

BA11 4DS

United Kingdom

Please include your order number inside the parcel so we can identify your return.

We recommend using a tracked delivery service. We cannot refund or replace items that are lost on their way back to us unless the loss is our responsibility.

13. Return postage costs

Unless the item is faulty, damaged, not as described, or we have made an error, you are responsible for return postage costs.

This includes returns made under the 90 Day Love It Guarantee where the item is not faulty and has been made correctly.

If the item is faulty, damaged, not as described, or incorrect because of our mistake, we will cover the reasonable cost of return postage where a return is needed.

Please contact us before returning the item so we can agree the best way to deal with it.

14. Original delivery charges

Where you return a non-personalised item under your normal online cancellation rights, we will refund the standard delivery cost you paid for the original order, if applicable.

If you selected a more expensive delivery option than the least expensive standard delivery option available, we may only refund the cost of the least expensive standard delivery option.

Where a return is made under our goodwill 90 Day Love It Guarantee and the item is not faulty, damaged, incorrect, or not as described, we do not normally refund original delivery charges unless we choose to do so.

15. Refund timings

Where a refund is due, we will usually refund you using the same payment method used for the original order.

We will process refunds as soon as reasonably possible.

For returned items, we may wait until we have received the item back, or until you provide evidence that you have sent it back, before processing the refund.

Once a refund has been processed, it may take additional time for your bank, card provider, payment provider, or platform to show the money in your account.

16. Condition of returned items

Returned items should be sent back in reasonable condition and packaged carefully.

For non-personalised change-of-mind returns, the item should be unused, in a resaleable condition, and returned with its original packaging where reasonably possible.

We may reduce a refund if the value of the item has been reduced because it has been handled more than necessary, damaged, used, altered, or returned incomplete.

17. Items returned without agreement

Please contact us before returning anything.

If you return an item without contacting us first, and the item is not eligible for return, we may not be able to refund you.

If you want the item sent back to you, we may ask you to pay the reasonable cost of redelivery.

18. Sale items and discount codes

Your statutory rights are the same whether you bought an item at full price, in a sale, or using a discount code.

If a refund is due, we will refund the amount you actually paid after any discount, not the original full price.

19. Gifts

If you received one of our products as a gift, please contact us and provide as much information as possible.

We may need the original order number, purchaser’s name, delivery postcode, or purchaser’s email address to find the order.

Refunds are usually made to the original payment method used by the person who placed the order.

20. Exchanges

Because many of our products are personalised or made to order, we do not usually offer exchanges.

If you would like a different product, design, name, message, size, or colour, you may need to place a new order.

If there is a problem with the item you received, please contact us and we will help.

21. Your statutory rights

Nothing in this policy affects your statutory rights.

You still have legal rights if goods are faulty, damaged, not as described, or not of satisfactory quality.

This policy explains our usual approach, but it does not replace or reduce the rights you have under UK consumer law.

22. Contact us

If you have any questions about returns or refunds, please contact us:

Syxth Limited trading as Nicely Personalised

The Gables

Marston Lane

Frome

Somerset

BA11 4DS

United Kingdom

Email:

support@nicelypersonalised.com

Company number:

09221533

We are not currently VAT registered and do not charge VAT on our products.