FAQ
Shipping and Delivery
Do you ship internationally?
Yes, we ship to many destinations worldwide. Shipping is currently unavailable to South Africa, Israel, Norway, Iceland, India, Switzerland, the Philippines, Brazil, Ecuador, Malaysia, Colombia, Spain, Kuwait, the UAE, and Turkey.
Available shipping services and final charges are confirmed at checkout for your delivery address.
How long does it take to process my order?
Processing time is the time needed to create, prepare, quality-check, and package your order before dispatch.
- Standard items are normally processed within 1–4 business days, with a maximum of 5 business days.
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Personalized items are normally processed within 1–7 business days, with a maximum of 8 business days.
Processing time is separate from the estimated shipping time shown for your destination.
What are the estimated shipping times?
Shipping times vary based on destination and can be affected by your local postal service.
- For standard shipping, the estimated ranges are: USA (2–6 business days), Canada (4–9 business days), and Eligible international destinations (3–12 business days).
- During peak seasons (e.g., holidays), carrier services may require an additional 5–10 business days for delivery.
We apologize in advance that we are unable to control any delay caused by delayed logistics, holiday periods such as Christmas, weather conditions, natural disasters and customs clearings may have an impact on the delivery time. While most packages arrive on time, there may be circumstances and delays that carriers may experience, and which are beyond our control. Your patience is really appreciated. Again we're constantly working on improving our shipping times while keeping the same low prices for our customers.
Who is responsible for international duties and taxes?
Items shipping internationally from the US are shipped DDU (Delivered Duty Unpaid). We do not charge VAT (Value Added Taxes). Not The Usual Gift is not responsible for tax and/or any other duty charge that may be incurred at the destination country.
Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country. Not The Usual Gift will not be responsible for any duties, taxes, or customs fees under any circumstances. If the order arrives at your country and the customer refuses to accept the package OR no attempt is made in the country of destination to deliver the package, Not The Usual Gift, reserves the right to abandon the package(s) and will not be responsible for any refunds.
What if my order is lost in transit (Delivery Failure)?
Most orders arrive within the estimated delivery window, but occasional carrier or customs delays can happen. Please check your tracking information first, as updates can sometimes take several business days to appear.
If a Standard Shipping order has not been successfully delivered within 30 business days of the order date, please contact us. We’ll review the tracking and, where eligible, arrange an appropriate replacement or refund in line with our Refund Policy.
Can you change my shipping address?
Yes, but you must contact us via the Contact Form or the provided email address support@nottheusualgift.com within 6 hours of placing your order. We cannot modify the shipping address once your order has entered the production phase.
What if I provided an incorrect or insufficient address?
If we detect inaccurate or insufficient information, we will notify you via your registered email. If a timely response is not received, we may be required to cancel the order. If the order must be cancelled because incorrect or insufficient information was provided, reasonable costs already incurred may be deducted from any refund where permitted by law. We’ll provide details of any deduction. This does not affect statutory consumer rights. We are not liable for loss or delivery failure caused by an incorrect or insufficient address provided by the customer.
My item has been delivered to an incorrect mailbox or deliveries that are stolen once signed for?
We are not responsible for item(s) being misplaced/ stolen after being delivered (e.g. after being delivered to a mailbox). We will ensure the item is delivered to your address according to information provided by the logistics company.
Orders and Cancellations
What happens after I place my order?
Once you've completed the checkout process we'll automatically send you a confirmation email. This means we've received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order we automatically reach out to our suppliers who then arrange for its shipment. (Again to avoid potential complications it's very important that your email is entered correctly)
If you do not receive an order confirmation email please check the following:
- Check email spam folder - its not uncommon for order confirmation emails to occasionally land here, so definitely worth double checking. Hotmail, MSN, AOL & some Yahoo users are likely to be affected the most. Whilst Gmail works best especially when receiving important order confirmation emails!
- If the email does not appear in your spam folder, its more than likely it never reached you. It's quite possible the email address you entered had a minor typo (or wrongly autocorrected). If this is the case feel free to contact us, our staff will happily update your details and resend the order confirmation email with the correct email address.
Only part of my order has arrived. Where's the rest of my order?
Given that we work with a variety of suppliers and manufacturers from around the world, each specialising in different types of products, it's quite common that not all of the items in your order will arrive at the same time and within the same batch. This is especially true if you've ordered a number of different products that aren't made by the same manufacturer. However, rest assured the remaining items in your order are on their way! :) Again we're here to help so if you have any concerns or queries feel free to contact us
How do I cancel my order?
Please contact us through our Contact Form as soon as possible. Cancellation is permitted when requested within 6 hours of placing your order.
After 6 hours, production may have started. UK and EU customers ordering eligible standard, non-personalized goods retain their applicable statutory cancellation and return rights. Personalized, bespoke, or custom-made products cannot be cancelled once production has begun.
If I cancel my order, do I get a full refund?
If you cancel within the 6-hour timeframe, and where permitted by law, payment-processing costs already incurred may be deducted from a refund for a voluntary cancellation. No deduction will be made where this would limit applicable statutory cancellation or refund rights. We’ll confirm any deduction when reviewing your request.
Can I make changes to my order?
We process orders the same day they are placed and changes can only be made within 6 hours of order placement. If you notice a typo in shipping address after you receive your confirmation, please contact us immediately and we'll do our best to make the changes for you, however we cannot make any promises. Once your order has been forwarded to our fulfilment center, we no longer have the ability to make changes the order.
What happens if my change request decreases the order value?
If you request a voluntary amendment that reduces the order value, any refund or adjustment will depend on the order’s production status and costs already incurred. We’ll confirm the outcome before completing the amendment. This does not affect your statutory consumer rights.
What happens if my change request increases the order value?
If the change increases the order value, the additional payment is required immediately. If payment is not confirmed within 48 hours, the order will be processed based on the original information.
Does canceling a product affect my discount?
Yes, cancelling individual products may result in your remaining order no longer being eligible for a promotional discount.
Will the product be the same as in the photo?
Yes, all photos are real. Please note that due to the light and screen difference, the items color may be slightly different from the image.
How can I contact you?
We can be contacted anytime on support@nottheusualgift.com (or if your located within the USA via our toll free helpline on + 1 (855) 393 3131)
Returns, Exchanges & Refunds
How long do I have to report an issue with my order?
Claims for quality-related issues must be made within 7 business days of the delivery date indicated on the tracking information.
What are the eligible conditions for a replacement or refund?
A replacement or refund may be available when:
- An order is damaged, defective, or incorrect.
- A Standard Shipping order has not been successfully delivered within 30 business days of the order date.
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An eligible UK or EU customer exercises applicable statutory cancellation rights for standard, non-personalized goods.
Do I need to return the item to get a refund or replacement?
No, you do not need to return the item to us. We manage all resolutions without requiring a return.
What if I send an item back without permission?
If you send an item back without first being asked to, we will not be responsible for any loss, damage, or costs associated with that unapproved return.
What proof is required to make a claim for a quality issue?
All claims must be accompanied by shipment tracking, proof of purchase, and complete and clear visual proof. This visual proof includes:
- An unboxing video of the package being opened.
- Photo(s) showing the quality issue and any damaged parts of the product.
- Photo(s) of the incorrect item received (if the color, design, or size is different from the order confirmation).
- Photo(s) of the size label and the entire item when measured with a ruler (if the size is inconsistent with the size chart).
- Photo(s) of the original shipping label on the package received.
Are creases considered a product flaw?
No. Bulky or oversized products may be folded for packaging to meet carrier criteria, which can result in temporary creases. This is not considered a product flaw. To help prevent wrinkles, we suggest spreading the product flat for 3-5 days.
If I made a user error (wrong size/color), can I get a refund?
We will not accept responsibility for any claim resulting from user error, such as selecting the wrong size, design, or color.
How long does it take to receive my refund or replacement?
- Refunds are processed within 7 business days of confirmation. The final credit to your payment account is determined by your payment provider, usually taking an additional 3–5 business days.
- Replacements will have a new tracking number issued within 7–10 business days of confirmation.
DISCOUNT CODES
How do I use my discount code?
In order to make use of your discount code you need to enter it manually after you've clicked the 'Checkout' button. The discount code field is located (depending on whether your using a mobile or desktop) under your order summary at the checkout screen. Simply enter your discount code into the 'Discount Code' field. Please make sure you click the "Apply" button in order to have the discount calculated for your order.
Coupon codes cannot be applied after you have completed the processing of your order. We definitely want you to benefit from the savings you get from using coupon codes so please double check to apply your code before finalizing your purchase. Coupon codes are received by email and must be used within the timeframe mentioned.
Combination eligibility is determined at checkout. Some discount codes may be used alongside eligible shipping offers, but multiple product or order discount codes can’t be combined unless specifically stated otherwise. Customer eligibility, product restrictions, minimum spend, and expiry dates may also apply.
How secure is my personal information?
Not The Usual Gift adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store. Your credit card information is encrypted during transmission using secure socket layer (SSL) with an industry standard 256-bit encryption technology, which is widely used on the Internet for processing payments. This is the same level of encryption used by multinational banks to keep your information safe and secure. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Do you have any further questions? concerns? suggestions? If your issue is not listed above, please contact us or call us toll free US on +1 (855) 393 3131
Our team normally replies within 48–72 hours. Providing your order number and full details in your first message helps us respond more quickly.
A big heartfelt thanks for shopping with us! - Not The Usual Gift Team