Refund Policy

Refund, Cancellation, and Damaged in Transit Policies

To request a return for refund or replacement, please email giftsbyadetutu@gmail.com with your name, address, order number, and reason for the return request.

If your refund request is deemed valid, we will refund or replace the item(s) at the original purchase price.

Please note the following policies:

Return Postage Charges: We do not refund any return postage charges.
Perishable Items: We do not accept returns on perishable items unless they are damaged or defective.
Custom made Items: We do not accept returns on custom made items, including Sweet Pouches, Bags, Jars, and Gift Boxes.
Opened Items: Opened items can only be returned if they are believed to be damaged or defective.
Returns Address: Once your return request is accepted, we will provide you with the returns address to send the item(s) back to us.
Response Time: We aim to respond to return requests within 3 days of receipt.

Packaging: To minimise the risk of heat-related damage, we provide suitable packaging measures. Our team takes extra care in ensuring that your order is appropriately packed to withstand reasonable temperature fluctuations during transit. However, extreme weather conditions may pose challenges, and we advise customers to consider the prevailing climate in their area when placing an order.

Redirection to a Safe Place and Address Accuracy: At GiftsByAdetutu, we're dedicated to ensuring the safe and timely delivery of your items/orders. If you anticipate being unavailable at your delivery address, we strongly encourage redirecting your parcel to a safe place. This location should be cool, dry, and secure to prevent any damage or melting of your sweets (if applicable) or your items in general. It's crucial to select a suitable alternative delivery point ahead of time, as the responsibility for this arrangement rests with you, the customer.

The Royal Mail Tracked delivery service offers unparalleled control over your delivery options, allowing you to tailor the delivery process to your needs. Once your order is dispatched, you'll receive an email with detailed instructions on how to access and manage these options for optimal convenience and peace of mind. With Royal Mail's comprehensive tracking systems, you have the ability to:

Change the Delivery Date: If the scheduled delivery date is inconvenient, easily select an alternative date.
Choose a Safe Place: Specify a secure location on your property where the package can be safely left, ensuring it's away from any potential heat sources.
Collect from the Local Depot: Alternatively, pick up your parcel from the nearest Royal Mail depot or designated pickup location to avoid leaving it unattended.

Making proactive use of these options is essential for the protection of your order against adverse weather conditions such as heat, wind, and rain. The GiftsByAdetutu team cannot be held responsible for damage that may occur if alternative delivery arrangements have not been made in advance.

Address Accuracy:

Should you discover an error or omission in your delivery address, please contact us at the earliest convenience. You can reach us at 07960853578, from 9:00 AM to 5:00 PM, Monday through Friday. We are here to correct any mistakes promptly. However, please be aware that if your order has already been dispatched, we are unable to alter the delivery details. Under these circumstances, the parcel typically cannot be delivered and will be returned to us.

Upon its return, we will promptly get in touch with you to organise the re-dispatch of your order. It's important to note that re-sending your order will incur an additional postage fee. Our aim is to ensure a smooth and efficient resolution to any such issues, keeping you informed and satisfied every step of the way.

Furthermore, it's crucial to understand that the responsibility of providing the correct delivery address lies with you, the customer. GiftsByAdetutu cannot be held responsible for any lost parcels caused by incorrectly addressed details provided by you, the customer. This policy underscores the importance of double-checking your delivery information at the time of order placement to prevent any potential delivery issues. We appreciate your understanding and cooperation in this matter.

We value your cooperation in utilising these delivery options to ensure the safe arrival of your items. Should you need further assistance or have questions about managing your delivery preferences, our customer support team is here to help.

Please be aware that by opting for an alternative delivery option, you assume responsibility for providing a suitable and secure environment for your parcel. GiftsByAdetutu is not liable for any loss or damage that occurs once the package is delivered according to your specified instructions.

Customer Responsibility: We kindly request our customers to take into account the weather conditions in their area when placing an order for chocolate or sweets, or any other temperature-sensitive products. By proceeding with the purchase, you acknowledge that GiftsByAdetutu is not liable for any damage caused by heat exposure. We encourage you to consume or store the treats in appropriate conditions upon receipt to ensure optimal enjoyment.

Despite the challenges posed by warm weather, we remain committed to delivering the highest quality confections to our valued customers. We appreciate your understanding and cooperation in adhering to this revised policy, as it enables us to continue offering a wide range of delectable treats throughout the year.

If you have any questions or concerns regarding our policy or need assistance with your order, please don't hesitate to reach out to our customer support team. We are here to help!

Thank you for choosing GiftsByAdetutu, and we look forward to serving you soon.

Damaged Parcel: What to Do

Unfortunately, GiftsByAdetutu has no control over what happens to the parcel during transit. However, we can help you with the following steps to address the issue:

"Damage Acknowledged" or "Damaged on Arrival": Ensure that the delivery driver records the parcel as such.
Take Pictures: Take four pictures of the package: a) The outer box showing the damage. b) The outer box showing your address. c) The damage incurred to all of the inner contents inside the box. d) The packaging that your items arrived in.
Email Pictures: Send these (four) pictures to giftsbyadetutu@gmail.com within 48 hours of receiving the delivery, along with your order number, phone number, and email address.
Keep Damaged Contents: It is important to keep all damaged contents, including any sweets, as our insurer may require their return.
Return Process: Once the return is authorised, we will provide you with a link to our shipping portal, where you can print a return label and arrange for the courier to collect the parcel. We will take care of the rest.

Cancellation of Your Order

You can cancel your order until it has been dispatched. If your order has already been dispatched, you still have the option of rejecting the delivery, however, if a refund is processed, the postage fees will be taken out of the total amount.

We strongly recommend requesting cancellations before your item has been dispatched.

Delayed or Missing Parcels

In the unlikely event that your parcel experiences a delay or goes missing, we want to reassure you that we choose Royal Mail for its reliability and efficiency. It's rare for parcels to be delayed or lost in their network, reflecting their commitment to excellence. If this is the case, then this will be followed up with Royal Mail.

Addressing Delivery Delays

We understand the inconvenience caused by late deliveries. Once a parcel leaves our premises, its delivery timeline is outside our direct control. However, should you face any delays, we're here to support you through the following steps:

Check Tracking Details: Begin by consulting your Royal Mail tracking information for any updates or required actions. Delays can sometimes be resolved by providing additional delivery details. If the issue continues, please email us at giftsbyadetutu@gmail.com with your delayed parcel details. We'll promptly liaise with Royal Mail to inquire further and seek a resolution.
Refunds: In the rare instance that Royal Mail confirms your parcel as lost or irretrievably damaged, we're prepared to issue a refund or replacement. Please understand that confirmation from Royal Mail on the parcel's status may take up to two weeks.

We appreciate your patience and understanding in these situations. GifsByAdetutu and team is committed to ensuring your satisfaction and will make every effort to resolve any delivery issues promptly and efficiently.

Courier Notifications of Issues or Lost Parcels

If you receive a message from the courier regarding an issue or a lost parcel, please email giftsbyadetutu@gmail.com with an attached image of the message. We will assist you in resolving the matter.

Missing Item in Your Order

We have implemented procedures to ensure accurate item counts before sealing the parcel. Additionally, each parcel is weighed and double-checked multiple times before being dispatched. These measures help prevent missing items.

If an item is out of stock, we automatically refund its cost to your payment method. We will also reach out to ask if you would like another version of the chosen item, if applicable. Please check your payment method before contacting us. If there is still an issue with missing items, please email giftsbyadetutu@gmail.com with your name, order number, and details of the missing item. We will investigate this on a case-by-case basis.

Incorrect Item Received

In the unlikely event that you receive an incorrect item, it may be due to the ordered item being out of stock. We may have substituted it with the nearest available item. If you wish to return the item, please email giftsbyadetutu@gmail.com to arrange the return.

Order Marked as Delivered but Not Received

First, check your tracking email for delivery details, including photos and GPS information. Often, items are delivered to a neighbor or left in a safe place near your property. Please thoroughly check before raising a request.

If you are unable to locate your parcel, contact giftsbyadetutu@gmail.com and inform us that you received a delivery notification but did not receive the parcel. We will request an investigation by the courier to determine why the parcel was not delivered. To aid the investigation, you will need to fill out a declaration form, which will be sent to you via email. Please note that we are unable to offer a resolution until the courier confirms that your parcel was stolen or undeliverable. You must alert us to your parcel not being received within 48 hours of the delivery notification being sent.

Express Shipping or Next Day Service Delay

We strive to process priority orders promptly, usually dispatching them on the same day or the next working day. Standard orders are dispatched within 1-3 business days, and Next Day orders are dispatched within 1-2 business days.

However, on rare occasions, couriers may face difficulties in delivering within the specified time frame. In such cases, we will closely cooperate with you and the courier to expedite the delivery.

Late Order for an Event

If you are ordering for an event with a short notice, we recommend placing your order approximately two weeks in advance to ensure timely delivery. We do not guarantee delivery times as couriers are beyond our control. When ordering, customers will often be informed about the estimated delivery dates. We will therefore not take responsibility for late delivered items, as it is the customers responsibility to order ahead of time. Please refer to the lost/damaged parcels section for further assistance.

For any other concerns not covered above, please contact us, and we will work with you to find an agreeable solution.