Returns & Refund Policy

At The Gift Shop, we want you to be happy with your purchase. If something's not right, we're here to make it better — calmly, clearly, and with care. Refunds and returns are subject to the terms below.

14-day window

Refund and return requests must be made within 14 days of receiving your order. Requests made after 14 days cannot be accepted.

Condition of returned items

To receive a refund, the item must be returned in the same condition in which you received it — unused, undamaged, and with any original packaging, tags, and inserts intact. Items that show signs of use, damage, or wear may be refused or subject to a reduced refund.

Delivery charges

Refunds cover the price of the returned item(s) only. The original delivery fee is not refundable, and you are responsible for the cost of return shipping.

Personalised items

• Customer errors: Personalisation errors caused by the customer (for example a misspelled name or wrong date entered at the time of ordering) are not eligible for a refund or return. As a goodwill gesture, we will remake the item at a 15% discount — email us with your order number and the correct details.
• Our fault: If the mistake was ours, we will remake and resend the item free of charge, as quickly as possible.
• Non-returnable: Personalised items cannot be returned or refunded unless faulty.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a full refund including all delivery charges, or a replacement, at no cost to you. Please contact us within 14 days of delivery with your order number and a photo of the issue. Items damaged after confirmed delivery cannot be replaced or refunded.

Returns & collection point

Returns can be sent by post (return postage at your cost unless the item is faulty or incorrect), or dropped off at our San Gwann collection point by arrangement. Collection of orders and drop-off of returns is available from San Gwann only.

Your statutory rights

Nothing in this policy affects your statutory rights under Maltese and EU consumer law, including your right to withdraw from a distance purchase within 14 days. Where the statutory right of withdrawal applies, we will refund the original standard delivery cost as required by law. The statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

How to request a refund

Contact us at info@thegiftshop.com.mt with your order number and reason for return, and we'll guide you through the process.