FAQ
Need a hand?
We have answered the most common questions below. If you still need help, contact the GiffWorks team and we will be happy to assist.
One important change: do not publish the “7 to 15 working days” wording until you have checked the actual delivery estimates for your suppliers and target countries. For AliExpress products, a safer starting point may be “7 to 20 working days,” especially for Australia and New Zealand.
Frequently Asked Questions
Where do you deliver?
We currently deliver to the United Kingdom, Ireland, the United States, Canada, Australia and New Zealand.
Available delivery options may vary depending on the product and destination.
How much does delivery cost?
Standard delivery is free unless otherwise stated on the product page or during checkout.
Any applicable delivery charges will always be shown before you complete your purchase.
How long will my order take to arrive?
Most orders arrive within 7 to 15 working days after dispatch.
Some products or destinations may take slightly longer. Estimated delivery times are shown where available, but delays can occasionally occur due to customs, local couriers or unusually busy periods.
How long does order processing take?
Orders are normally processed within 1 to 3 working days.
Once your order has been dispatched, you will receive a confirmation email with tracking information where available.
Will I receive tracking information?
Yes. Tracking details will be emailed to you once your order has been dispatched.
Please allow a few days for the tracking information to become active.
Why has only part of my order arrived?
Some products may be dispatched separately from different fulfilment locations.
This means items from the same order can occasionally arrive in separate packages and on different days. You will not be charged any additional delivery fees.
Where are your products sent from?
We work with a network of carefully selected international suppliers and fulfilment partners.
Depending on stock availability and your delivery address, your order may be dispatched from the UK, Europe, the United States, China or another international fulfilment centre.
Will I have to pay customs charges?
Most orders are delivered without any additional charges. However, customs duties, import taxes or handling fees may occasionally be applied by the destination country.
Where applicable, these charges are the responsibility of the customer unless stated otherwise.
Can I change or cancel my order?
Please contact us as soon as possible after ordering.
We will do our best to make changes or cancel the order before it is processed. Once an order has entered fulfilment or has been dispatched, we may be unable to amend or cancel it.
What is your returns policy?
You can request a return within 14 days of receiving your order.
Items must be unused, unworn and returned in their original packaging. Some products may be excluded for hygiene, safety or personalisation reasons.
Please contact us before returning an item so we can provide the correct return instructions. Do not return products directly to the address shown on the delivery packaging.
Do I have to pay for return postage?
Return postage is normally the customer’s responsibility when an item is no longer wanted or the wrong item was ordered.
If your item is faulty, damaged or incorrect, please contact us and we will help arrange an appropriate solution.
What should I do if my item arrives damaged?
Please contact us within 48 hours of delivery and include:
- Your order number
- A description of the problem
- Clear photographs or a short video showing the damage
- A photograph of the packaging and delivery label
We will review the issue and arrange a replacement, refund or another suitable resolution.
What happens if my order does not arrive?
Check your tracking information first and contact your local delivery provider if the tracking shows that delivery was attempted.
If the estimated delivery period has passed and your parcel has still not arrived, contact us with your order number and we will investigate.
What happens if I entered the wrong address?
Please contact us immediately.
We may be able to update the address before fulfilment begins. Once the order has been processed or dispatched, we cannot guarantee that the address can be changed.
Customers may be responsible for additional costs if an order needs to be resent because an incorrect or incomplete address was provided.
Are payments secure?
Yes. Payments are securely processed through Shopify and its approved payment providers.
We do not directly store your full payment card details.
Which payment methods do you accept?
Available payment methods will be shown during checkout and may include major debit and credit cards, Shop Pay, Apple Pay, Google Pay and other supported payment options.
How can I contact you?
You can contact us using the contact form on our website or by emailing:
hello@giffworks.com
Please include your order number when contacting us about an existing order.