The Rough Guide to Shopping at The Giftlab
Shopping made easy

How do I order?

Online via our secure website;
We accept Visa, Mastercard & American Express credit cards and Visa Delta, Visa Electron, Switch and Solo debit cards.

How long will my order take?

Most orders placed Monday-Friday are despatched from our warehouse within 2 working days, subject to stock availability and any security checks, via Royal Mail or our couriers Business Post Orders placed over the  weekend are processed and despatched the following working day. During  busy times, for example Christmas, there may be a slight delay in the despatch of your order, so please check our homepage for details and allow extra time for delivery. Please allow a couple of extra days delivery time and expense for orders to Scottish Highlands & Islands or Northern Ireland. Please note we cannot deliver orders to PO Box addresses

What if the product I want is out of stock?

If you would like to order a product but it is currently out of stock, please email us and we will let you know when the stock has arrived, alternatively you can pre-order and the product will be despatched as soon as we have stock.

What are my Delivery Options?

We offer a choice of the following services for UK addresses:

Standard Delivery Service - £3.95
Orders sent via our Standard Delivery Service should usually arrive within 1-3 working days of your order being despatched. We will use the most appropriate method of despatch depending on the weight and value of your order, this may include a courier service which would require a signature on delivery.

Next Day Courier -  £5.95
Orders sent via our Next Day Service (placed before 2:00pm on weekdays) will be despatched the same day (subject to mandatory security checks) and will arrive the next working day by courier. Please ensure you provide a delivery address where someone will be available to sign for your order.

 
Is my Credit/Debit Card Safe?

Your safety is guaranteed because The Giftlab  uses the latest security measures to protect your details when you shop with us. We use 128-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction. After you click on the "Proceed to Checkout" button, secure pages are indicated by: the web address changing from "http://" to "https://"; and a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser.

How do I Complain or Commend?

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.If you feel you have a complaint you wish to make please e-mail us at info@giftlab.co.uk. We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected time-scale for resolution of the issue.

 
How do I return a product?

We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Unwanted Goods

If you return the product (having taken reasonable care of it) within 30 days of the date on which you received it, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods. Please contact us by telephone (on 0845 230 3533) or email (at info@giftlab.co.uk.) to inform us of your wish to return the goods and we will allocate you a Returns Code (which you may wish to include with the package to ensure we process your return as efficiently as possible). We may also advise you how to send the item back to us. Please use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) and which insures you for the cost of the items being returned, in the rare event of the parcel going missing. You will be responsible for the returned Products until they reach us.

Faulty Goods

If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by telephone (on 0845 230 3533) or email (at info@giftlab.co.uk) to inform us within 30 days of receipt and we will arrange a refund or replacement. In the event of you returning goods to us we will also pay you the cost of the return postage. In this event, please contact us first and we will allocate you a Returns Code (which you may wish to include with the package to ensure we process your return as efficiently as possible) and we will also advise you how to send the item back to us. We usually ask that you send items back to us via Royal Mail First Class (Recorded), but occasionally items may have to be picked up by a courier service. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
 

For help with items purchased more than 30 days ago please email us for more information info@giftlab.co.uk

Returns Address:
Giftlab
Unit 209
The Saga Centre
326 Kensal Road
London
W10 5BZ

We hope this guide has been useful, if you have any questions at all please do not hesitate to contact us:

Via email: info@giftlab.co.uk

Via phone: 0845 230 3533

Via mail: Giftlab, Unit 209, The Saga Centre, 326 Kensal Road, London, W10 5BZ

Thanks,

the Giftlab team