Shipping & delivery
Every order is prepared by our small family business in Hull, UK. Here is how we get your gift from our workshop to your door.
When we dispatch your order
We dispatch on the same working day where possible, and no later than the next working day after receiving your payment and complete personalisation details. If your design needs approval, this timing starts once you approve it. Working days for order preparation are Monday to Friday, excluding UK bank holidays. Any planned closure or different processing time will be clearly shown before you order.
Dispatch means handing your parcel to the carrier. It does not mean delivery to your address the next day. We send a dispatch confirmation to the email address supplied with your order.
Free standard UK delivery
We offer free standard UK delivery. Most smaller orders travel by Royal Mail 2nd Class, without full tracking. Please allow approximately 2–4 working days after dispatch as a guide; this is an estimate, not a guaranteed arrival date. Larger parcels are sent with Evri, and their delivery estimate is provided with the selected service or dispatch information.
For standard Royal Mail services, a reference may provide delivery confirmation where available, but it does not show your parcel's journey. An absence of tracking updates does not by itself mean that a parcel has been lost.
Delivery upgrades and gifts needed for a date
You can choose and pay for an available delivery upgrade at checkout. The services, charges and estimates offered depend on your order and destination. These may include faster Royal Mail services, Tracked 24, Tracked 48 or Special Delivery where available. A faster postal service does not remove the time needed to make your gift.
Tracked 24 and Tracked 48 have delivery aims rather than guaranteed arrival dates. Any guaranteed service is subject to the carrier's stated conditions, acceptance time and postcode coverage. If your gift is needed for a particular date, contact us before ordering so we can check whether we can agree to that deadline.
Weekends, bank holidays and delays
Carrier delivery days can differ from our workshop working days. Some services deliver at weekends. Bank holidays, busy periods, severe weather and local disruption can affect delivery estimates. If we become aware of a problem with your order, we will let you know and help resolve it.
Delivery addresses
Please check your name, address and postcode carefully. Contact us immediately if you notice an error; we can correct it before dispatch. Each order is sent to one address, so please place separate orders for gifts going to different addresses.
If a parcel is returned because the address supplied was incorrect or it was not collected, we will contact you about the next steps. We may ask you to cover an agreed, reasonable redelivery cost where the return was not caused by us or the carrier. This does not remove any cancellation or refund rights you have by law.
International and EU delivery
We ship outside the UK only to destinations available at checkout. Free UK delivery does not apply to international orders. The available service and delivery charge are shown before payment. Customs clearance can affect arrival times.
For deliveries outside the UK, import VAT, customs duties or carrier clearance fees may be payable unless the checkout expressly states that they have been collected or are included. Please check the checkout information and the rules for your destination before ordering. We do not charge you twice for taxes already collected by us.
Late, missing or damaged deliveries
If your parcel has not arrived within the estimated window, email creativemamagiftshop@gmail.com with your order number. Check any delivery notification or missed-delivery card, but contact us if you still cannot find it. We will investigate with the carrier and arrange the appropriate replacement or refund.
We are responsible for delivery by the carriers we arrange until you, or someone you nominate, receives the goods. You do not need to purchase tracking or insurance to keep your consumer rights. Our handling of your claim is not dependent on the carrier first paying us compensation.
Unless a different delivery period is agreed, delivery must take place without undue delay and within 30 days of the contract. If an agreed deadline is missed, you may be entitled to set an appropriate additional period and cancel if delivery still does not take place. You may cancel immediately where the law allows, including where we refuse delivery or miss an essential deadline agreed with you.
If an item arrives damaged, please contact us and, where possible, send photos of the item and packaging. This helps us resolve the problem; it does not create a shorter deadline for exercising your legal rights. See our returns and refunds information for details.
Returns & refunds
We want you to be happy with your gift. If something is wrong, please email creativemamagiftshop@gmail.com with your order number or another proof of purchase. These terms cover orders placed directly with Creative Mama Gift Shop and do not reduce your statutory rights.
Personalised and genuinely bespoke products
The usual statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, such as an item engraved with your chosen names, dates or wording. Simply choosing a standard size or colour does not automatically make an otherwise standard product exempt.
As an additional service, we accept cancellation of personalised orders if you contact us before production starts. Please contact us promptly if you want to change wording or options. Once production has started, we cannot accept a change-of-mind return of a personalised item. This exception never removes your rights if the item is faulty, damaged, incorrectly made by us or not as described.
Please check the details you submit. If we reproduce your instructions correctly but you supplied an incorrect name or spelling, this is not normally a manufacturing fault. Contact us and we will explain any options and costs before making a replacement.
Non-personalised products: cancellation and returns
For eligible non-personalised goods bought online, you may cancel without giving a reason from the time you order until 14 days after the day you receive them. Where goods in one order are delivered separately, the statutory period starts after receipt of the last goods. We extend the notification period to 30 days after delivery for non-personalised goods, with the same return conditions set out here.
Tell us clearly by email, post or our contact form that you wish to cancel. You may use the optional form below. You do not need our approval to exercise a valid statutory cancellation right. Send the goods back within 14 days after notifying us.
Please handle goods with reasonable care. You may inspect them as you would in a shop. Where legally permitted, we may deduct an amount reflecting loss in value caused by handling beyond what was needed to establish their nature, characteristics and functioning. There is no restocking fee. Use protective packaging; missing original packaging does not automatically remove your statutory rights.
Who pays for the return?
You pay the direct return postage for a change-of-mind return. Please retain proof of posting. Contact us for return instructions so we can identify your parcel. If we ask you to return goods that are faulty, damaged on delivery or incorrectly supplied, we cover the reasonable necessary return cost or provide a prepaid return method.
Refund amounts, payment methods and timing
Refunds go back to the same payment method used for the purchase, including the original card or PayPal account where applicable. We use a different method only if you expressly agree, without charging you a refund fee. Store credit is not a compulsory replacement for a refund owed to you.
For a statutory cancellation, we refund without undue delay and within 14 days after you notify us. Where goods need to be returned and we have not offered to collect them, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever happens first. We apply the same process to our extended 30-day change-of-mind offer.
When you cancel a whole eligible order, we refund the standard outbound delivery charge you paid. We do not have to refund the extra cost of a premium service you chose over our least expensive standard option. Where standard delivery was free, there is no outbound delivery charge to refund and we do not deduct an invented delivery cost. For partial returns, delivery costs are refunded to the extent required by law. Separate rights apply where goods are faulty or delivery has failed.
Faulty, damaged or incorrect goods: UK customers
Goods must be of satisfactory quality, fit for purpose and match their description. UK consumers normally have a short-term right to reject non-conforming goods for a full refund within 30 days of delivery. Choosing a repair or replacement can affect the running of that period. After it ends, rights to a free repair or replacement, and in the circumstances provided by law a price reduction or final rejection, can still apply.
A fault appearing within the first six months is generally presumed to have been present at delivery unless we show otherwise or that presumption is inconsistent with the goods or fault. Rights do not automatically end after six months. Once we agree that you are entitled to a refund for rejected faulty goods, we issue it without undue delay and within 14 days.
EU consumer protections
Where the mandatory consumer law of your EU country applies to your purchase, you retain its protections, including any rights more favourable than these terms. The withdrawal exception for genuinely personalised goods does not exclude remedies for a lack of conformity.
EU rules generally provide a legal guarantee of at least two years from delivery. Depending on the circumstances, you may choose a free repair or replacement, subject to the legal rules on impossibility and disproportionate cost, or obtain a price reduction or terminate the contract where the law permits. National rules may provide longer protection. This is separate from a voluntary warranty.
How to report a problem
Please explain what has happened and include photos where reasonably possible. Photographs can help us deal with a claim quickly, but an inability to provide them does not automatically defeat a valid claim. We do not impose a 48-hour, 14-day or 30-day reporting cut-off that overrides your statutory rights. Sale items have the same statutory protections.
Contact and optional cancellation form
Creative Mama Gift Shop
12 Spring Street, 67, Hull HU2 8RD, United Kingdom
Email: creativemamagiftshop@gmail.com
You may send us the following form, but any clear cancellation statement is sufficient. Contact us before posting a parcel if you need packing or return instructions.
To Creative Mama Gift Shop, 12 Spring Street, 67, Hull HU2 8RD, United Kingdom; creativemamagiftshop@gmail.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date:
