Refund policy
Last updated: August 2026
Before we place the order
You can cancel for a full refund at any time before the order is confirmed with our local partner. Contact us with your order token. After local confirmation, the gift is being assembled and cancellation is no longer guaranteed.
Damaged, spoiled or incomplete
If a gift arrives damaged, spoiled or with items missing, tell us within 48 hours of delivery with photos of the gift (from above and from the side, where possible) and we will arrange a free replacement or a full refund. Because most gifts are perishable, reports after 48 hours may not be considered. We are not responsible for spoilage caused by storing perishables long after delivery.
If we can't fulfil
If we cannot fulfil an order for any reason on our side — the partner cannot deliver, an item cannot be sourced at value, your chosen date cannot be met — you receive an automatic full refund and an email explaining why. This is our default whenever the failure is ours.
Incorrect delivery details
The recipient name, address and phone you confirm at checkout are the delivery record, and their accuracy is your responsibility. If a delivery fails because those details were incorrect or incomplete (including P.O. boxes), a refund is not guaranteed; we will help re-route where the partner can, and corrections are only guaranteed 2 business days before the delivery date.
Refused or unclaimed gifts
If the recipient refuses the gift, or it is left per courier practice with reception/a neighbour/a pick-up point and not collected, the order counts as delivered and is not refundable — the gift was assembled and delivery was attempted.
How refunds are paid
Refunds go to the original payment method through Stripe, typically within 5–10 business days depending on your bank. We never refund to a different card or account.
Payment disputes and chargebacks
If you believe a charge is wrong, contact us first at hello@giftroam.com with your order token — most issues are resolved within 2 business days, faster than a bank dispute. If you do open a dispute or chargeback with your bank or card issuer, we respond through Stripe with the order record (confirmation, delivery evidence and our correspondence), and we honour the card network's final decision.