Refunds & cancellations

Cancelling an order

• You can cancel in the app from the order screen until we start preparing the gift.
• Anything paid with Giftino wallet credit goes straight back to your wallet.
• Card payments made through Safepay are refunded to the original card. Bank processing can take a few working days.
• Cash on delivery orders cancelled before dispatch cost nothing.
• Once a gift is being prepared, especially fresh flowers and cakes, it can no longer be cancelled.

Damaged, wrong, missing or late gifts

• Open the order in the app and tap Report a problem within 7 days of delivery. Late deliveries can be reported from the delivery date.
• Add a short description. For damaged or wrong items, please attach at least one photo.
• Our team reviews every report, usually within a day, and replies in the app.
• Approved claims are refunded to your Giftino wallet, up to the value of the order, ready to use straight away.

When we can't offer a refund

• The recipient couldn't be reached at the address and phone number you gave, or refused the gift.
• Natural variation in handmade items (flowers, cakes, hampers) that doesn't affect the gift.
• Reports made more than 7 days after delivery.

Recurring gifts

You can pause or stop a recurring gift anytime in the app. Orders already created follow the rules above.

Need help?

Chat with us in the app (Help centre) or on WhatsApp at +92 314 4724681.