Returns & Refunds

At Send a Smile, we want you to be delighted with your purchase. If something isn’t quite right, we’re here to help!
Due to the nature of our gift boxes, we can only offer refunds or replacements in the case of:
  • Items arriving damaged or faulty.
  • An incorrect item being sent.
If you experience any issues with your order, please contact us at info@send-a-smile.co.uk within 14 days of receiving your order, providing your order number and a clear photo of the issue. We will do our best to resolve the problem as quickly as possible.

Changes

Due to our fast turnaround, you have a 30-minute window from the time of purchase to make any changes or cancel your order. After this time, your order may already be processed and prepared for dispatch, and we may be unable to make adjustments. If you need to make a change, please contact us immediately at info@send-a-smile.co.uk, and we’ll do our best to assist you.

Personalised Items

As our personalised items are made to order, we are unable to offer refunds or exchanges unless there is a mistake on our part or the item is faulty. Please double-check any spelling or details before placing your order.

Missing or Delayed Orders

If your order hasn’t arrived within the expected timeframe, please check your tracking details or get in touch with us. While we are not responsible for courier delays, we will do our best to assist you.
If you have any questions, feel free to contact us—we’re always happy to help! 😊