Everything on Build a Gift is made and sold by independent shops, so each shop chooses whether an item can be returned. Many gifts are personalised or made to order, and those often can’t be.
1. Check before you buy
Every product page shows the item’s return policy under the Add to Cart button:
- Returns accepted within 30 days: you can return the item unopened within 30 days of delivery.
- No returns on this item: the shop doesn’t accept returns for it, unless it arrives damaged or faulty.
In one order, each item follows its own policy.
2. Return an item
If the item accepts returns:
- Make sure it’s unopened and it’s within 30 days of delivery.
- Contact us with your order number and the item you’d like to return. We’ll pass it to the shop, and they’ll tell you how to send it back.
- Once the shop receives the item, your refund goes to your original payment method.
3. Items without returns
Shops can turn off returns for items such as personalised, engraved or made-to-order gifts, which can’t be resold. These items can’t be returned or refunded if you change your mind. Please check details like names, dates and sizes carefully before you order.
4. Damaged, faulty or wrong items
Whatever the item’s return policy, if it arrives damaged, faulty or not as described, contact us with your order number and a photo. We’ll work with the shop to put it right.
5. For sellers: choosing returns
You choose returns for each listing under Seller Dashboard → Listings, in the Returns box when you create or edit a listing.
- Accept returns is on by default. Buyers can return the item unopened within 30 days of delivery.
- Turn it off for items you personalise or make to order. Buyers see “No returns on this item” on the product page before they buy.
- Items that arrive damaged or faulty can still be returned, even with returns turned off.