Refund policy
RETURN AND REFUND POLICY
We hope that your ENNAH Heirloom gift arrives beautifully presented and exactly as expected. If you experience any problems with your order, please contact us at gifting@ennahheirloom.com.
ORDER CANCELLATIONS
You may cancel your order for a full refund at any time before dispatch.
Please email gifting@ennahheirloom.com as soon as possible with your name and order number. Once an order has been dispatched, you cannot cancel it before delivery, but you may still be able to return it as explained below.
CHANGE-OF-MIND RETURNS
For eligible non-personalised orders purchased online, you may notify us that you wish to cancel and return your order within 14 days of receiving it. You then have a further 14 days to return the order.
To be eligible for a change-of-mind return, you must return the complete gift box and its contents unused, unopened, in their original packaging, and in resalable condition.
Please contact us before returning anything. We will provide the correct return instructions and return address. Returns sent without contacting us first may be delayed.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it. We recommend using a tracked postal service, as the parcel remains your responsibility until it reaches us.
PERSONALISED AND CUSTOM-MADE ORDERS
Gift boxes or products made or personalised specifically for you generally cannot be returned or refunded because you changed your mind.
This does not affect your rights if the order is faulty, damaged, incorrectly supplied or not as described.
HYGIENE-SENSITIVE AND SEALED PRODUCTS
For health and hygiene reasons, you cannot return sealed products that have been opened after delivery unless they are faulty.
This may include bath, body, skincare, sleep and other personal-care products. Food or drink products must also remain unopened and in their original sealed packaging.
If a gift box contains an opened or used product, please contact us before attempting to return the box so that we can confirm whether any part of the order remains eligible for return.
DAMAGED, FAULTY OR INCORRECT ORDERS
Please inspect your order when it arrives. If it is damaged, faulty, incorrectly supplied or not as described, contact us as soon as reasonably possible at gifting@ennahheirloom.com.
Please include your order number, a description of the problem and, where possible, clear photographs of the item and packaging. We will assess the issue and arrange an appropriate replacement, refund or other remedy.
Please do not dispose of the item or its packaging until we have responded, as we may need it to resolve the matter with the delivery provider.
REFUNDS
Once we receive and inspect your eligible return, we will notify you of the outcome.
We will issue approved refunds to the original payment method. Please allow additional time for your bank or payment provider to process the refund.
When you cancel an eligible order under your statutory cancellation rights, we will also refund the original standard delivery charge. Any additional cost paid for an enhanced or express delivery service is not refundable beyond the cost of our standard delivery option.
We may make a reasonable deduction from the refund if the value of the goods has been reduced through handling beyond what would reasonably be permitted when examining the goods in a shop.
We will process refunds for eligible cancellations within 14 days of receiving the returned goods or acceptable evidence that they have been sent back, whichever occurs first.
EXCHANGES
We do not currently offer direct exchanges. If you wish to purchase a different eligible item, please return the original order in accordance with this policy and place a new order separately.
YOUR STATUTORY RIGHTS
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
CONTACT
For cancellations, returns or order-related concerns, please email: