Refund policy

Last updated: 20 October 2026

Everything we make is personalised for you, so we can't take returns if you simply change your mind. If something isn't right, we'll put it right.

Damaged, faulty, badly printed or not what you ordered

  1. Email us at hello@timeframegifts.com as soon as you can, and within 30 days of delivery.
  2. Include your order number and a photo of the problem. If it was damaged in the post, a photo of the packaging helps too.
  3. We'll make and send a replacement free of charge, or refund you in full if you'd prefer.

If we need the item back, we'll tell you how to return it and pay the postage.

Mistakes in your photo or words

We print names, dates and messages exactly as they're entered when you order, so please check them carefully. If we made the mistake, we'll replace your keepsake free of charge. If the mistake is in the text or photo you sent, we can't replace it for free, but get in touch and we'll always help where we can.

Your video and QR code

If your QR code doesn't work or your video won't play, email us and we'll fix it or send you a new code.

Changing your mind

Personalised items can't be returned for a change of mind, and the 14 day cancellation period for online orders doesn't cover them. If you contact us before we've started making your order, we'll cancel it and refund you in full.

Gift cards

You can cancel a gift card within 14 days of buying it, as long as it hasn't been used. Email us and we'll refund you in full.

How refunds are paid

We refund to your original payment method within 14 days of agreeing the refund. Your bank may take a few more days to show it.

Your legal rights

This policy doesn't affect your legal rights under the Consumer Rights Act 2015.