Shop with confidence · älskar®Custom Purchase Protection Program

Every personalised product goes through our production process using suitable printing, engraving, UV printing, debossing, heat transfer or other customisation techniques depending on the product selected.

If your item arrives with a genuine manufacturing or customisation defect that significantly affects its intended appearance or use, please contact us. Where the issue is verified as a manufacturing defect, we will provide an appropriate resolution at no additional production cost to you.

Handmade and personalised products may have minor variations between individual pieces. Small differences in positioning, colour, material grain, engraving appearance, print tone or finishing that do not materially affect the product are generally not considered defects.

For our custom gift boxes and Build-a-Box orders, we take additional care to ensure that the items included correspond with your confirmed order. If we accidentally:

• Leave out a purchased item
• Include an incorrect product
• Use an incorrect confirmed customisation
• Supply the wrong gift box option
• Produce an incorrect custom element

please contact us and provide photographs of the received package and its contents. Once verified, we will arrange an appropriate solution for the affected item.

We carefully pack orders to minimise the risk of damage during transportation. Where tracking is available, you will receive delivery or tracking information so you can follow your shipment. Your order may be protected if it is:

• Confirmed lost during delivery
• Significantly damaged during transit
• Delivered with products damaged due to transportation
• Otherwise affected by a verified delivery issue outside your control

Depending on the circumstances and courier investigation, we may arrange a replacement, resend the affected products or provide another appropriate resolution.

If your parcel arrives visibly damaged, please take photographs before opening or disposing of the packaging. Please photograph:

• The outer courier packaging
• Shipping label
• Damaged area of the parcel
• Gift box
• Damaged product
• Internal packaging
• All affected items

These photographs help us determine what happened and, where necessary, raise a claim with the delivery provider. Please keep the damaged product and packaging until our team confirms they are no longer required.

If an item you purchased is missing from your gift box or order, contact us within 7 days of delivery. Please provide:

• Your order number
• A photograph of the complete contents received
• A photograph of the gift box or parcel
• Details of the missing item

Once we verify the packing discrepancy, we will arrange an appropriate solution.

We want you to be happy with the gift you ordered. If you believe there is a problem with your order, please contact us within 7 days of receiving it. Our team will review the circumstances and work with you toward an appropriate resolution, which may include:

The appropriate remedy will depend on the nature and extent of the issue.

Where a replacement is approved:

• The replacement will generally follow the original confirmed personalisation.
• Changes to the original design or personalisation may be treated as a new order or may incur additional charges.
• Replacement production time will depend on product availability and production requirements.
• We will make reasonable efforts to process approved replacements promptly.

Where a refund is approved, it will generally be issued using the applicable payment or refund method available for the original transaction. Processing time may vary depending on the payment provider or financial institution.

Shipping charges, urgent delivery fees, special courier fees and other service charges may not be refundable where those services have already been successfully provided, unless the relevant issue was caused by älskar®.