🎁 FREE UK Delivery on orders over £85

Returns & Refunds Policy

Last updated: August 2026

At YLANA Gifts Shop, every order is prepared with care and we hope you love your purchase.

We understand, however, that sometimes you may need to return an item. This policy explains your cancellation, return and refund rights when purchasing from us.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days from the day after you receive your goods, without giving a reason.

To exercise your right to cancel, please contact us within the cancellation period at:

ylanagiftshop@gmail.com

Please include your name, order number and details of the item you wish to return.

After notifying us that you wish to cancel, you must return the item to us within 14 days.

2. Return Condition

If you are returning an item because you have changed your mind, you are responsible for taking reasonable care of it while it is in your possession.

Where reasonably possible, please return the item unused and with its original packaging and any accessories or components supplied with it.

You may inspect an item as you reasonably would in a shop. However, if the value of the item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.

Your statutory rights in relation to faulty, damaged or incorrectly supplied goods are not affected.

3. Personalised & Bespoke Products

Products that are made to your specifications or clearly personalised — for example, an item embroidered or otherwise personalised with a name or initials specifically requested by you — cannot normally be returned or cancelled simply because you have changed your mind.

Please check all personalisation information carefully before placing your order, including spelling and capitalisation.

If you notice an error in the personalisation details you submitted, please contact us as soon as possible. If we have not yet begun personalising your item, we will do our best to accommodate your request, but we cannot guarantee that changes will be possible once work has started.

This exclusion does not apply where a personalised item is faulty, damaged, not as described, or where YLANA Gifts Shop has made an error with the personalisation.

4. Handmade Products

Many YLANA Gifts Shop products are handmade in small batches.

Small variations in pattern placement, fabric positioning, stitching or finish may naturally occur between handmade pieces and are not necessarily faults.

However, being handmade does not remove your statutory consumer rights.

A handmade product that has not been made to your specifications or clearly personalised is not automatically excluded from eligible change-of-mind cancellation rights simply because it was prepared or made after you placed your order.

5. Faulty, Damaged or Incorrect Items

We carefully check orders before dispatch. If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:

ylanagiftshop@gmail.com

Please include:

your name;
your order number;
a description of the issue; and
photographs where these would help us understand the problem.

We will assess the issue and provide the appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a refund, repair or replacement.

Your statutory rights apply regardless of whether the item is personalised.

6. Personalisation Errors

If YLANA Gifts Shop makes an error when personalising your product — for example, we embroider a name differently from the personalisation information you correctly submitted with your order — please contact us so that we can resolve the issue.

If the item has been personalised according to the information submitted by you, including any spelling supplied with your order, this will not normally be considered an error by YLANA Gifts Shop.

7. Return Shipping Costs

For eligible change-of-mind returns, you are responsible for the direct cost of returning the item to us.

We recommend obtaining proof of postage and using an appropriate postal service, as the item remains your responsibility until it is returned to us.

Where goods are faulty, damaged, incorrect or not as described, we will handle reasonable return arrangements or costs as required by your statutory rights.

Please contact us before returning a faulty or incorrect item so that we can advise you on the appropriate return process.

8. Refunds

Once we receive your eligible return, or where applicable receive evidence that you have sent the goods back, we will process your refund in accordance with the applicable statutory timeframe.

For eligible cancellations, your refund will include the price paid for the returned goods and the standard outbound delivery charge where required by law.

If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional delivery cost.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

Please note that your bank or payment provider may require additional time to display the refund in your account after it has been processed.

9. Exchanges

We do not currently operate a general exchange service for change-of-mind returns.

If you would like a different eligible product, please contact us regarding the return of the original item and place a new order for the product you would prefer.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

10. Sale Items

Your statutory consumer rights also apply to items purchased in a sale.

A reduced price does not remove your rights where an item is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable consumer law.

Any change-of-mind cancellation rights that apply will depend on the nature of the product, including whether it has been clearly personalised or made to your specifications.