FREE SHIPPING ORDERS $29.99+ within the US (Please note: delivery delays may occur due to COVID-19 )

Return&Refund Policy 「targeting the US market」

Just like on a first date, you never know how things go and you shouldn’t feel the pressure of asking her or him out on a second date. We are not here to tolerate any such mistakes.

In the very unlikely event that you won’t fall in love with the product you ordered, we provide our valued customers a 30 days return policy.

 

Return Policy

We are accepting returns up to 30 days since you received your item, any requests for returns after this time will not be honored. All returned items must be in new and unused condition. Please check Ineligible Returns for more information.

If you choose to return an item, $5.95 will be held from your refund to cover shipping and restocking. Please note that original shipping costs are non-refundable.

Please allow 5-7 business days for your return to be processed once your package arrives at our distribution center. Once your return has been processed, your refund will be issued back to the original form of payment.  

*We don't offer international shipping at this time. If you choose to use an international forwarding service, orders are not eligible for a return or exchange.

 

Return Process

 

  • If your item arrives damaged or defective and you would like a refund or exchange, please contact us at info@southlakegifts.com within 30 days of the purchase date and include your order number in the email subject line, photo documentation of any reported damage or defect, and we’ll take care of it shortly.
  • If you are not satisfied with your order, with no damaged issues, please contact us at info@southlakegifts.com within 30 days of the purchase date and include your order number in the email subject line, with a brief reason, such as “product no longer needed”.
  • If you placed an order but received the wrong item, please contact us at info@southlakegifts.com within 30 days of the purchase date and include your order number in the email subject line. You can return the wrong item for a full refund or a replacement of the item you did not receive. We will cover the shipping and handling fee.  

Once we confirmed your return request with a confirmation email, please return the items within 7 days. Please note that our products are extremely fragile, therefore we expect our customers to wrap and place them securely in its original packaging to prevent any damage during the return process.

We recommend that all returns be sent with a traceable carrier such as USPS, UPS, or FedEx. Keep the Return Tracking Number from the package you are returning to ensure that the package has been delivered to our warehouse. Southlake Gifts is not responsible for lost, held, or damaged packages. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info.

 

The address to our warehouse is:

Southlake Gifts

28 Owencroft Rd

Boston, MA 02124

Ineligible Returns:

  • customized items
  • the item was used and is not in original condition
  • sale items are final sale and cannot be returned
  • the item was damaged as a result of handling by the customer
  • for hygienic and the most obvious reasons, some items are not eligible for returns. These include party hats, party horns, headbands, and tableware sets.

It is very unlikely, but if we suspect a return to be fraudulent, abusive, or unduly repetitive, we reserve the right to refuse returns on items and orders that do not comply with the above rules.

 

Refund

After receiving your return and inspecting the condition of your item, we will process your requests. Please allow at least 2 business days from the receipt of your item to process your return. We will notify you by email when your return has been processed. Your refund will be issued back to the original form of payment within 1-2 weeks depending on your bank.

Refund Exceptions

  • the requested return is not shipped within the 7 days window mentioned above (Please file another return request following the return process)
  • the package didn’t arrive due to an incorrect address provided by a customer, or issues with delivery to a PO Box address
  • the customer wishes to cancel the order after the order has already been shipped and shipping confirmation sent
  • if the package comes back as undelivered (due to incorrect shipping address, package not being picked up from the post office, held at customs or refused by the recipient), we reserve the right to refuse a refund
  • refunds are also not issued for other factors that are outside of our control. Due to the current coronavirus situation which is causing significant delays with parcel deliveries, we won't be able to accept refund requests due to delayed shipments.

 

QUESTIONS

At Southlake Gifts, we’d love to hear your comments and suggestions on every aspect of our products and service.

Reach us @

+1 617-401-5357
info@southlakegifts.com
28 Owencroft Rd, Boston, MA 02124  (Office and Shipping Address)

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