Returns & Exchanges, Made Clear.
Something not right, or simply changed your mind? Here is how returns and exchanges work at Smile Solutions Gifts, explained in plain words.
Can My Order Be Returned Or Exchanged?
Pick what happened and we will show you exactly what applies.
We will replace it or refund you
If your gift arrived damaged, tell us within 48 hours of delivery with clear photos. We will replace the gift or refund you.
What to do
- 1Message us within 48 hours of delivery.
- 2Send your order number and clear photos of the damage.
- 3We replace the gift or refund you.
Good to know: Approved refunds go back to your original payment method.
We will put it right
If you received a gift that is not what you ordered, tell us within 48 hours of delivery with clear photos. We will replace it or refund you.
What to do
- 1Message us within 48 hours of delivery.
- 2Send your order number and a clear photo of what you received.
- 3We replace the gift or refund you.
Good to know: Please check the item against your order confirmation before you write to us.
Tell us and we will look into it
Something not right with the product itself? Tell us what happened and share clear photos. We will check your order and let you know what we can do.
What to do
- 1Message us as soon as you notice the problem.
- 2Share your order number, clear photos and a short description.
- 3We review it and reply with the next step.
Good to know: The sooner you tell us, the easier it is for us to help.
Gifts are made to order
Because every gift is made to order, we cannot take returns or exchanges for a change of mind. Here is what you can still do.
What you can still do
- 1Message us as early as you can with your order number.
- 2If we have not started packing, you can cancel for a full refund.
- 3Once a gift is packed or with the courier, it cannot be cancelled.
Good to know: Thinking of cancelling? Our Cancellation Policy explains it step by step.
Made just for you
Personalised gifts cannot be cancelled or returned once production begins, and spelling mistakes in a proof you approved are not replaced.
What to do
- 1Check your proof carefully before you approve it.
- 2Message us early if something needs to change, before production begins.
- 3If it arrives damaged, tell us within 48 hours with clear photos and we will look into it.
Good to know: Want the full list of special-case items? It is just below.
Some Gifts Are Made Especially For You.
Made-to-order gifts follow a few extra rules. Here they are, in plain words.
- You orderYour gift is booked once payment is received.
- Details approvedCheck names, messages and proofs carefully.
- Production beginsPersonalised gifts can no longer be cancelled or returned.
- PackedNothing can be cancelled once a gift is packed or with the courier.
- DeliveredReport damage or a wrong gift within 48 hours.
Personalised gifts
Names, photos and messages are printed or packed exactly as you submit them. They cannot be cancelled or returned once production begins.
No returns once production beginsMade-to-order gifts
Every gift is made after you order, so we cannot take returns for a change of mind.
No change-of-mind returnsFresh and perishable items
These should be used as soon as they arrive and stored as the label says. Please report any problem within 48 hours of delivery.
Use on arrivalBulk and corporate orders
Production starts once your advance is received and your artwork is approved, so please discuss any changes with us early.
Advance and approval firstApproved proofs
If we share a preview and you approve it, spelling mistakes in the approved text are not replaced.
Approved means finalPhotos and colours
We take care to show gifts accurately, but colours and small details can vary slightly from the photos.
Slight variations happenNot sure? If you are unsure whether your gift falls under these rules, message us before you order and we will tell you.
Something Arrived Differently Than Expected?
Damaged or wrong gift? Here is the quickest way to put it right.
- Contact usMessage us within 48 hours of delivery.
- Share your order detailsSend your order number and tell us what went wrong.
- Provide photos or informationClear photos of the damage, or of the gift you received.
- We reviewWe check your order against what you send us.
- Available resolutionWe replace the gift or refund you.
Good to know: Approved refunds go back to your original payment method.
A Simple Way To Get It Sorted.
Five short steps, from your first message to the answer.
- Contact our teamReach us on WhatsApp or through our Contact page.
- Share order number & issueQuote your order number and tell us what happened.
- Submit required informationSend clear photos or any details we ask for.
- Request reviewedWe look at your request and your order.
- Resolution communicatedWe tell you what we can do and what happens next.
What Happens After Approval?
Two paths, depending on what we approved for you.
Your refund
- 1We confirm your approvalWe message you to say your return is approved and what to do next.
- 2We arrange your refundOnce your return is approved, we start the refund for you.
- 3The money comes back to youApproved refunds go back to your original payment method.
Your replacement
- 1We confirm your approvalWe message you to say your exchange is approved and what happens next.
- 2We prepare your replacementWe get a replacement gift ready for you.
- 3Your replacement is sentWe send it to you and keep you posted.
Good to know: We tell you what to expect when we approve your request. Please wait for our reply before you send anything back.
The Fine Print, Kept Short.
The conditions worth knowing before you write to us.
Still unsure? Message us before you send anything back and we will tell you what applies. Message us on WhatsApp
Return & Exchange FAQs
Short, honest answers about returns, exchanges and refunds. Tap any question to read it.
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& Email Reply - WhatsApp
Support - Returns Explained
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Help
Need Help With A Return?
Not sure what applies to your order? Talk to us and we will explain it in plain words.
Prefer email? Write to us