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FAQ's

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DELIVERY QUERY
ORDER QUERY
USING THE SITE

Got more questions?
orders@giftedtoyou.co.uk
Tel: +44 1590 671465

Have a delivery question?

We know just how important it is that your gifts arrive on time for that special occasion. We can ship most products on the same day as long as you order by 2pm. During the order process we will notify you that your order has been despatched. We will also make you aware of any delivery charges prior to the acceptance of your order. Delivery times and charges will differ depending on which products you order.

Important general delivery information
We use Royal Mail First Class and couriers to dispatch our gifts, a tracking number is available. If your recipient in based in the Highlands & Islands, IoM, Channel Islands or Northern Ireland please allow additional time for delivery.

Ensure that everything arrives on time
The dispatch date is the day we send the item you have ordered, not the day it will be delivered. Accuracy of delivery will be greatly improved if you use a full postcode, the recipient's email and any special delivery instructions. Providing the full recipient information is essential for the delivery of fresh flowers and fresh food items. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which are not received.

Delivery of flowers by courier
When you place your order, you can give instructions in the field called 'Special Delivery Instructions' for the driver, advising what to do if no one is in when they attempt delivery.

How do I return an item?

At giftedtoyou we ensure that all items are in the perfect condition when they leave us. In the unlikely event that a physical gift is faulty or is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible.

Reporting a problem
If for any reason you are not happy with your giftedtoyou order, please contact our Customer Service Team at orders@giftedtoyou.co.uk. You will need to quote your order number, and the email address that you have registered with.

We aim to acknowledge any complaint within 24 hours, and will do our best to resolve it within 3 days. We may ask you to take a timed photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item, which will be at our cost.

Please note: because flowers are perishable, we need to be informed of any problem with your order within three days of delivery to give us the best chance of resolving the issue. We will, at our discretion, consider issues raised after three days, but reserve the right to refuse a refund or replacement. For peace of mind, please note that all of our flowers benefit from a 5-day freshness guarantee from despatch date and are delivered with comprehensive care instructions for all varieties of flower that we supply.

Returning products and issuing refunds – other than flowers
If there an item that is faulty, we will ask you to return it to us within three days of receipt. You can contact our Customer Service Team for a Freepost returns address and packaging. Your right to return items to us in accordance with these terms and conditions is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.


How do I change or cancel an order?

Orders can only be changed or cancelled if the status is on 'Order Received'. If the status displays 'Order Sent' then it has already been despatched and, unfortunately, cannot be amended or cancelled.

To cancel or change an order please email orders@giftedtoyou.co.uk and quote your order number. The order will only be deemed to have been cancelled once you have received a cancellation email from us.

How do I find my order?

At giftedtoyou we pride ourselves in always providing excellent service. Wherever possible we dispatch gifts the same day by first class Royal Mail, and 99% of the time the parcel will arrive with you the very next day if the order was placed before 2 PM*. In the unlikely event that you do not receive an order, please follow the guide below to find where your order is.

Here is how you find out where your order is
Step 1
Go to "Account" at the top right of the store home page. Or enter intro your browser
https://www.giftedtoyou.co.uk/customer/account/

Step 2
You will then arrive at "My Dashboard"
You can see a list of recent orders and this will show you:
The order number, the date of order, who the order is being shipped to, the order value and the status of the order. You can review the order, or reorder if for any reason that the order has been cancelled.

Step 3
If you click "View Order" you can see your order in detail and review the status.
You may see any of the following status codes:
• Processing - this means your order has been received and is being processed
• Dispatched - this means your order has been assembled is awaiting dispatch on the same day
• Delivered - this code only applies to flowers, wine and hampers and means that the courier could not deliver it. Please get in touch with the courier to rearrange delivery.
• Cancelled - this means that you have cancelled the order for some reason
• Payment review - this means that payment has failed automatically, or that fraud might be suspected
• Pending payment - this is where payment has failed and we are awaiting an alternative method of payment from you

Step 4
If you have not received your order within 2 days of the status showing 'Dispatched' - then please let us know and we will track your order.


Whats your data protection policy

Data Processing Policy
Under the newly introduced GDPR requirements we have an obligation to implement technical and organisational measures to show that we have considered and integrated data protection into our processing activities.

What we need
We only collect personal data about you which enables us to fulfil your gift order. It does not include any special types of information or location based information. This does however include your name, delivery address, email and in some cases your contact number.

Why we need it
We need to know your basic personal data in order to provide you with our gifting services and provision of services in line with contractual agreements with our channel partners and suppliers. We will not collect any personal data from you we do not need in order to provide and oversee this service to you.
What we do with it

All the personal data we process is processed by our employees who are based in the UK. However, for the purposes of IT hosting and maintenance this information is located on servers within the European Union. No 3rd parties have access to your personal data unless the law allows them to do so.
We have a Data Protection regime in place to oversee the effective and secure processing of your personal data.

How long we keep it
All data provided is for purpose of gift fulfilment and is destroyed after 30 days, or sooner if the gift is dispatched and confirmation is received of its receipt. No further contact will then be made.

What are your rights?
If at any point you believe the information we process on you is incorrect you can request to see this information and even have it corrected or deleted. If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer who will investigate the matter.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law, you can complain to the Information Commissioner’s Office (ICO).

How does the site work?

Simply click on the gift categories option, choose a gift from our range of collections.

Click 'Add to basket' and then continue shopping. You can then review your 'Shopping basket' as you go and check out when you are finished. If you can’t see what you are looking for, let us know and we wil happily gift source for you.

Add a personal gift message
You can add a gift message to any shopping basket and this is reproduced on a greetings message card and enclosed with the gift.

We’re here to help
Our customer care team are here to help you at any time during the working day 9:30 am - 5:30 pm by phone 01590 671465 or by email on customercare@giftedtoyou.co.uk

Secure shopping
We accept all major credit and debit cards including Switch, Visa, Delta, Maestro and PayPal. Our online payment processing system is secured by Strip. We use https for payment transactions and we never store your actual card details so you can be sure your card details are always safe with us.

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