Orders, Deliveries and Returns
The standard box holds 5 - 7 items (depending on item size). For gifts packages of 2 - 4 items (depending on item size), our smaller box will be used. Please note that box sizes may vary but in the event that we need to ship boxes of alternate dimensions, the number of items each box can hold will remain the same. Make Your Gift orders will follow the gift guidance above with a maximum of 5 - 7 items in the largest box (excluding greetings cards). Any orders with more than 7 items will require a separate box and may be subject to additional delivery charges.
Customised boxes are available upon request via the MTS Bespoke service.
We accept all major credit and debits cards (except AMEX) as well as PayPal. All payments will be taken from the selected method prior to products being shipped. We use Shopify's payment gateway and all transactions will be managed through their platform.
Once received, the customer assumes liability for any damage not reported within 48 hours of delivery as per the Faulty and Damaged Goods section.
DELIVERY AND DISPATCH TIMES
Standard UK mainland shipping costs £5.99. Once payment is received, the order will go through standard processing and delivery which will take 3-5 working days. Express UK mainland shipping costs £8.99 and takes 2-3 working days for processing and delivery. Weekend delivery will attract an additional charge. Please send an email with your requirements to email@example.com and one of our team will be able to advise on what we can do to accommodate your request.
We currently only deliver to Mainland UK. As we open up to new international destinations we will update our delivery options.
All deliveries are managed via DPD with tracking facilities and confirmations. Should there be a failure to deliver the product, we would suggest confirming the courier via the app or "missed you" card in order to arrange a re-delivery or collection. We work closely with the courier service so should there be a failure to rectify the delivery of the gift after taking those steps please contact us via firstname.lastname@example.org and we will assist and advise on the next steps.
FAULTY AND DAMAGED GOODS
In the event that your package is faulty, all damaged goods must be communicated to us within 48 hours of delivery. Please send an email to email@example.com quoting the order number and full details of the damaged goods. Please also provide supporting images so we can process the request as soon as possible. Unfortunately, we cannot replace any items that have had the original seals broken. We will assess the replacing of the goods once we have received your request and the images. If approved we will aim to dispatch the replacement device within 24 hours of confirming the review and acceptance of the replacement request. Once dispatched your replacement should be with you between 1-2 working days.
REFUNDS AND EXCHANGES
As we personalise each box individually, we can only offer an exchange within 7 days of the item being delivered if it has arrived damaged or defective. If this is the case please email firstname.lastname@example.org quoting your order reference and provide accompanying images so we can process the exchange as quickly as possible. Please note we are unable to exchange any item that has been broken from their original seal or are perishable. Due to the nature of bespoke packages, we are unable to offer exchanges on these items. To be eligible for a return, your item must be unused and in the same condition that you received it. All products must be in their original packaging.
Several types of goods are exempt from being exchanged:
- Perishable goods such as food
- Products that are for intimate use (including skincare & soaps)
- Certain health and personal care items
- Gift cards
To request an exchange, please send an email to email@example.com with your order number and the details of the exchange request. There are certain situations where only partial refunds are granted, including:
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 28 days after delivery
SALE ITEMS & GIFTS
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will be notified of your return.
We only replace items if they have arrived defective or damaged. If you need to exchange an item, please send us an email at firstname.lastname@example.org to arrange for your item to be sent back to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and a credit will automatically be applied via your original method of payment. Please note that it may take up to 5 working days for the payment to reach you depending on your bank and we have no control over their delays.
EXCHANGE AND RETURNS SHIPPING
To exchange/return your product, you should email email@example.com to arrange where your product should be sent. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. We advise that you consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet please take the following steps:
- First, check your bank account again
- Then contact your bank/credit card company, it may take some time before your refund is officially posted. There can be additional processing time before a refund is posted
If you have taken the above steps and have still not received your refund, please contact us at firstname.lastname@example.org.