Cancellation & Refund Policy

Every Giftlaya order is prepared for you as soon as you place it: cakes are baked, flowers are arranged, gifts are personalised and decorators are booked for your date. That is why cancellations are limited, as set out below. Please read this before placing your order.

At a glance

Gifts and products: no cancellation once the order is placed.
Decorations: no cancellation on the day of the event or within 24 hours of it (100% of the amount is forfeited). More than 24 hours before the event, a flat 25% cancellation fee applies.
If Giftlaya fails to deliver your order, you always get a full refund.

1. Gifts and products

This covers cakes, flowers, plants, chocolates, hampers, personalised and customised gifts, and every other product we deliver.

Once an order is placed, it cannot be cancelled, and no refund is given for a cancellation request.
If Giftlaya fails to deliver your order, we refund the full amount you paid.
An order is treated as delivered, and is not refunded, in the cases listed in our Terms & Conditions, for example a wrong address, the recipient not being available, locked premises, an unreachable phone number, the recipient refusing the order, or delivery at the gate, reception or to a neighbour.
Need to change the delivery address, date, time or the message on the cake or card? Raise a ticket as early as you can and we will do our best to update the order before it is prepared.

2. Decorations

This covers balloon decorations, birthday, anniversary, baby shower and room decorations, candle light dinners, wedding decorations and every other booking where our team sets up at your venue.

On the day of the event, or within 24 hours of it: cancellation is not possible. 100% of the amount is forfeited.
More than 24 hours before the event: a flat 25% of the order value is charged as a cancellation fee, and the rest is refunded.
If Giftlaya fails to deliver the decoration, we refund the full amount you paid.

Prefer to reschedule? It is free

Rescheduling a decoration is free when you ask more than 24 hours before the event, subject to decorator and slot availability. You keep your booking and pay no cancellation fee.
Requests made less than 24 hours before the event can be rescheduled only in certain cases.
Bookings for 13 and 14 February, 25 and 31 December and other special days cannot be rescheduled.
If rain, a hailstorm or another event beyond anyone's control affects your setup, we will help you move it to another date.

3. How to request a cancellation

Sign in and go to My Account → Help & Support, raise a ticket for the order and choose Cancellation request. Tell us the order number and the reason. A cancellation is only confirmed after our team reviews it under this policy, and the decision of Giftlaya's management is final.

4. Refunds

Refunds are credited to the same account or payment method the money was paid from, within 7 to 10 days of the refund being processed.
Coupon discounts, reward coins and other discounted or exempted amounts are not refunded.
A refund can never be more than the amount you paid, and Giftlaya is not liable for any loss or claim beyond that amount.
If there is a genuine complaint about the quality of a product you received, raise a ticket within 24 hours of delivery with photos. We will look into it, and if the complaint is found to be true you will get a full refund or a replacement.

Booking advice

Please book decorations 7 to 10 days before your event, because slots can fill up. We also take last-minute bookings up to 12 hours before the event if a slot is available.
For hotel stays, only guests aged 18 and above are allowed, and only 2 people are allowed in the room.

Contact us

Our team works Monday to Saturday, 11 am to 7 pm; the office is closed on Sunday. Raise a ticket from Help & Support and we will reply within 2 to 10 hours, or write to support@giftlaya.com.

Giftlaya may update this policy from time to time. The version on this page applies to orders placed after the update.