Returns & Cancellations
Change or cancel an order
If you would like to change or cancel an order please fill in this form
Please note personalised orders cannot be cancelled or refunded unless proved to be faulty. For all other orders as long as they haven't been processed it MAY BE POSSIBLE to cancel or change them.
If your products have already been delivered, then you will need to follow our returns procedure, please see below and fill in the form
Track your order
To check your order status, please just click on the sign in link at the top of the page, sign in and then view your order.
Where possible a tracking number will be provided so you can visit the couriers website to track the progress of your order. Please note some items sent via Royal Mail or other couriers will not have a tracking number, this also applies to some 3rd party orders.
Please contact us if you require assistance with any such items.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete or damaged please contact us, please contact us or telephone on 07754 027159 between 9am and 5pm Monday - Saturday, we are closed on Sundays.
Your purchase history
To find out more information on your past orders, please click here to sign into your account.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product. Please see our refunds policy contained in our Terms & Conditions.
Most items can be returned through any one of these options:
1. Returns via our address below
Please include your order confirmation email with your return and note on this the reason for the return..
OX27 7JB (PLEASE NOTE WE CAN'T ACCEPT PERSONAL VISITS TO THIS ADDRESS)
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
PLEASE NOTE: At this present moment in time we do not have an option to arrange pick up of unwanted items
Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
All returns must be logged and returned to us within 30 days of receipt, this is 16 days longer than the normal expected 14 days required by Consumer rights.
My item isn't suitable, can I change it for something else?
Yes you can, our only exceptions are made to measure or personalised items, these can only be exchanged or returned if found to be faulty and for a like for like replacement.
Will I have to return the the good before you send out a replacement item?
Yes you will have to return the goods before you receive the new item unless you decide to send the goods back through the normal returns channel and place a new order for the new item.
Packing and sending your return
To ensure that your refund is processed as quickly as possible, please follow the procedures below.
- Return the product in its original packaging;
- Pack the product to avoid damage during returns transit;
- Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy.
If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
When will I receive my refund?
Once we have received and check your returned item/s we will aim to complete your refund in 7-10 working days, your refund will be processed back to the original method on which you paid.
Please contact us if you have any questions.
*Products we are unable to refund.
We are unable to offer a refund on personalised goods (such as towels, bowls etc) unless they are faulty.
We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.
Consult the manufacturer's handbook or website if appropriate. If you need a repair, call our Customer Service team on 07754 027159. You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.
In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 07754 027159 between 9am and 5pm Monday - Saturday or by sending us an email using our online form. Should you remain dissatisfied please write to the Customer Service team, Fylo Gifts, 2 Bovewell, Souldern, Bicester, Oxon, OX27 7JB