How long does an order take to process?
Once an order has been placed, it usually takes 2-3 working days to process and ship. Please note that a ‘Working Day’ means Monday-Friday, it does not include weekends or Public and Bank Holidays. Personalised items may take slightly longer so if an item is required urgently please contact us before placing an order.
If an item is on a ‘Pre-Order’, then we will dispatch that item once it is in stock. Should your order contain both ‘Pre-Order’ and ‘In-Stock’ items these will be dispatched separately as they come into stock but this may incur extra shipping charges.
Customers may request their order to be delayed until all items are in stock and can be dispatched together to save potential shipping costs.
Do you offer a next day delivery service?
At the moment we do not offer a next-day delivery service.
Can I place an order to a different address?
Yes. You can add a different delivery address at the Checkout stage. Your order will automatically default to any saved addresses but you can add more if you wish. However, we are not able to split a single order across different shipping addresses so if you want to send items to multiple addresses these would need to be treated as separate orders.
What payment methods do you accept?
Our secure system accepts MasterCard, Visa, Visa Debit and American Express. We currently do not accept PayPal but this may change in the future.
Can I change my order once it has been placed?
Unfortunately not. Due to the volume of orders we process, we cannot add or delete items from an order. If you wish to change your order the best thing to do is submit a Cancellation Request and place a completely fresh order. If you wish to add items you may do this by placing a new order but that order may ship separately and incur extra shipping costs.
I have new card and/or address details. How do I update these?
Go to ‘Card Details’ in ‘My Account’ and amend the card details. These details will be used on your next order.
How do Pre-Orders work?
A Pre-Order is where a customer places an order for an item that is not in stock yet. In this event, we reserve the customer’s order and when we have the required item in stock, we will dispatch it to the customer.
What happens if my Pre-Order does not arrive in stock?
Every now and then, manufacturers’ shipping dates can change and some Pre-Orders can be delayed, brought forward or even cancelled. If the delivery date for an item changes, we will update that information on our website. If we cannot fulfil a Pre-Order, we will send you an email to confirm the reason why. If we have already taken payment for an item that is cancelled we will refund that item.
There may be occasions when a manufacturer does not fulfil our requirements fully, and we do not have enough stock for all of the pre-orders that have been placed. Should this occur, we will fulfil as many orders as we can, beginning with the earliest pre-orders made. If your order cannot be fulfilled we will email you to let you know. If we have already taken payment for an item that cannot be fulfilled we will refund that item.
What if my order does not arrive?
Please allow plenty of time for your order to arrive from the date of dispatch. Generally this could be United Kingdom: 3-7 working days; Europe: 5-15 working days; Rest of the World: 7-21 working days. Please also take into consideration that weekends and public/bank holidays are not classed as working days. Before contacting us about a missing package it is advisable to check with your neighbours to see if a parcel has been left with them and check any possible ‘safe places’ where a package may have been left. Also, please visit your local sorting office to see if the item has been returned to the depot as ‘undelivered’ and awaiting collection. We know from experience that the postal services do not always leave cards even though they should.
I have received a damaged or incorrect item. What should I do?
Sometimes mistakes can happen or items get damaged in the post no matter how hard we all try to avoid it. If either of these happen please contact Phoenix Giftware Customer Services. Please include as many details as possible such as your order number, contact name and details of the item you are enquiring about. If you are reporting a damaged item please also send images the item and, if possible, the packaging.
Our Returns Policy forms part of, and must be read in conjunction with, our general Terms and Conditions. We reserve the right to change this Returns Policy at any time. It is important that you check your order upon receipt – and always before use. If any errors occur, or issues arise, these need to be reported to us immediately so that we can investigate.
Before returning an item you will need to contact Phoenix Giftware Customer Services. Please include as many details as possible such as your order number, contact name and details of the item you wish to return so that we can issue a Returns Authorisation Number. Without this RAN it may be difficult to process your return.
Please ensure that the item you are returning is unopened and in the original packaging. Unwanted goods must to be returned, and received, in pristine condition with any retail seals unbroken.
Your Statutory Rights
Our Returns Policy does not affect your statutory rights.
Right to Cancel an Order
The Customer may cancel their order, for any reason, up to the time when the order is shipped. In the event that the Customer wishes to cancel their order, the Customer may cancel their order by contacting Phoenix Giftware Customer Services. Please include as many details as possible such as your order number, contact name and details of the item you are enquiring about. Once an order has been shipped it cannot be cancelled. However, the customer may submit a Return Request for any item from that order.
Buyers have the right to cancel an order, or submit a Return request within 30 days of receipt. The cancellation period will expire after 30 days from the day on which you or a nominated third party acquires physical possession of the goods.
Effects of Cancellation
If you cancel an order before it is shipped, and we have already charged your card, we will issue a refund for that item(s) within 72 hours. If you return an item by submitting a Return Request we will make the reimbursement without undue delay and no later than 7 days after the day we receive the item back from you. We will make the reimbursement using the same method of payment that you used for the initial transaction. In the event of a Change of Mind Cancellation, the Buyer shall bear the cost of returning the goods.
The item should be returned, and received, unopened, in the original packaging and in pristine condition with any retail seals unbroken. Phoenix Giftware reserves the right to make a deduction from the reimbursement for any loss in value of goods returned if the loss is the result of, but not limited to, broken seals or insufficient packaging used for the return.
I have received a faulty, damaged or incorrect item. What should I do?
Sometimes mistakes can happen or items get damaged in the post no matter how hard we all try to avoid it. If either of these happen please contact Phoenix Giftware Customer Services. Please include as many details as possible such as your order number, contact name and details of the item you are enquiring about. Please also send images of any damage to the item and/or packaging. Please do not refuse delivery but accept the goods and contact us immediately. Refusal may result in a delay of the parcel being returned to us and therefore affect our ability to resolve the problem.
Before returning an item you will need to submit a Return Request and obtain a Returns Authorisation Number. Without this RAN it may be difficult to process your return. Please ensure the RAN is included in the package so that we can process the Return quickly.
Please obtain proof of postage when you send the item back to us. In the rare event that your item is lost in transit we may not be able to process your refund or replacement without it. When we receive the item back we will either offer a replacement or refund your order.
Will you refund my postage costs to return an item?
We will refund reasonable postage costs to return an item where the return is for a damaged or faulty item or an item is sent in error.
We will not refund postage costs for returning items that are ordered in error, unwanted or no longer required. These costs will need to be covered by the Buyer. We will also not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process.
Updated 1st May 2020.