Customer Service | Giftcampaign

At GiftCampaign, we’re here to make ordering promotional merchandise as easy and hassle-free as possible. Whether you're buying for an event, a campaign, or your team, our customer service team is ready to support you at every step. On this page, you'll find helpful information about placing orders, requesting free digital mock-ups, delivery, returns, and more—so you can shop with confidence.

Order Process

At GiftCampaign S.L., our goal is to simplify the process of ordering promotional items, making it as straightforward as possible for you. From experience, we understand that purchasing a personalised promotional gift online can be challenging due to uncertainties, changes, and questions. Customers naturally want to see how their branded items will look before committing to a purchase. Here's how our ordering process works:

1. Visit our online store at Giftcampaign.co.uk and browse our collection to find your preferred product.

2. Automatically calculate the product's price with your desired customisation on the product page. Note: Printing techniques and print areas vary depending on the selected product type.

3. Request a quote and fill in the required information. We will contact you within 2 hours.

4. We will send you the product quote via email, along with a digital mock-up (if you have provided the logo). This will give you an idea of how the product will look.

5. Once you confirm your order for the promotional items, we will send you an email confirmation. We will also provide a digital print proof, showing how your items with the logo will appear.

6. Upon confirming the digital print proof production of your order will commence.

7. Your order will be shipped within 7-10 business days from the approval of the digital print proof.

8. Once shipped, we will email you the shipping information and tracking number so you can track your promotional products.

9. Receive the promotional items you ordered!

10. In case of any issues, customers can always contact us at support@giftcampaign.com or by calling 020 4524 3010 so we can manage and resolve them.

If preferred, customers can call us directly to inquire about the price of a promotional product, delivery times, or any questions about an item in our collection.

Delivery and After-Sales

For the corporate gifts we sell through our website Giftcampaign.co.uk, the estimated delivery time is 5-9 days, depending on the chosen model, the quantity of items to be printed, and the complexity of the logo. The estimated delivery time is always indicated on the quote provided.

If the estimated delivery time is insufficient, as promotional gifts are often needed by a specific date, please contact us by phone (020 4524 3010) or email (support@giftcampaign.com) to inquire about our Express Shipping service, which can significantly reduce delivery time.

Once your promotional corporate gifts are delivered, please check the items within a maximum of 7 days to ensure they are correct and meet your expectations. If not, contact us by phone at 020 4524 3010 or via email at support@giftcampaign.com, and we will review your case to provide the most effective solution.

Cancellations and Returns

Cancelling an order

If you need to cancel an order, please contact us as soon as possible. We will check the order status and confirm whether cancellation is still possible. Personalised orders can be cancelled free of charge until you approve the digital proof. Once you have approved the proof, you can still request cancellation, provided the order has not yet gone into production.

Non-personalised orders can also be cancelled free of charge. If your order is already being prepared or has been dispatched, we will check whether it can still be stopped. If this is not possible, you can request a return in accordance with the conditions below.

For any cancellation, return or other issue, please contact us on 020 4524 3010 or by email at support@giftcampaign.com.

Response times for cancellations and returns

We will respond to all cancellation and return requests, enquiries and issues within a maximum of 3 calendar days of receiving them. This applies to both personalised and non-personalised products. If your case requires more time to resolve, we will update you within this period to explain its status and the next steps. Please note that this response time does not affect the return or refund deadlines set out in this policy.

Returns of personalised products

Personalised products are made to your specifications and cannot normally be returned or exchanged unless they are faulty, contain a personalisation error or do not match what was agreed. Any design elements that you have expressly approved in the digital proof and that have been reproduced accordingly will not be considered errors. For purchases made by consumers, personalised products are excluded from the statutory right to cancel under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This does not affect your statutory rights in relation to faulty or misdescribed goods.

Please check your products when they arrive and let us know about any visible damage, missing items or discrepancies as soon as possible, ideally within 7 days of delivery. This recommended timeframe helps us deal with your claim efficiently and does not affect your statutory rights.

To report an issue, email support@giftcampaign.com with the following information: Your order number, a description of the problem, the number of affected items and photos clearly showing the issue. Please keep the affected items and avoid handling them if doing so could worsen the damage or make them more difficult to inspect.

We will review your claim and let you know what solutions are available and what steps you need to follow. If the products are faulty or contain an error attributable to Gift Campaign, we will cover the collection costs and, where appropriate, replace the affected items or refund the corresponding amount. This does not affect any other statutory rights you may have.

Returns of non-personalised products

Please check your products when they arrive and let us know about any visible damage, missing items or discrepancies as soon as possible, ideally within 7 days of delivery. This recommended timeframe helps us deal with your claim efficiently and does not affect your statutory rights.

If the product is faulty or contains an error attributable to Gift Campaign, we will cover the collection costs and, where appropriate, replace the affected items or refund the corresponding amount. To report an issue, contact us with your order number, a description of the problem and photos clearly showing the issue. We will review your claim and let you know how to proceed.

If the product is not personalised and is otherwise correct, you can request a return under your statutory right of withdrawal by notifying us within 14 calendar days of receiving your order. Simply contact us with your order number and details of the items you wish to return. We will then provide you with the return instructions. Once you have notified us of your decision to return the products, you have a further 14 calendar days to send them back to us. The direct cost of returning the products is your responsibility.

Where the statutory right of withdrawal applies, we will refund the relevant payments, including the cost of standard delivery where applicable, within a maximum of 14 calendar days of receiving notification of your decision to withdraw from the purchase.

Refunds will be made using the same payment method you used for the original purchase, unless you agree to another method. You will not incur any additional fees for the refund. We may withhold the refund until we have received the returned products or you have provided proof that they have been sent back, whichever happens first. If you selected a delivery option that was more expensive than our standard delivery service, we will only refund the cost of standard delivery.

Products that cannot be returned for hygiene reasons

For health and hygiene reasons, we cannot accept change-of-mind returns for sealed products that are unsuitable for return once they have been unsealed after delivery. This exception does not affect your right to make a claim if a product is faulty or there is an error with your order.

Payment Methods

There are two payment options for purchasing our promotional gifts: bank transfer – the most common option for companies – and credit card payment. If you wish to pay by credit card, please inform us when confirming the order so we can send you the payment link.

Upon receiving the quote and depending on the order value, payments can also be made in instalments by transfer for added convenience and security for your company. If you want this option, please contact us by phone at 020 4524 3010 or email at support@giftcampaign.com.

Free Sample Policy

At Giftcampaign.co.uk, we understand the importance of allowing our customers to see and feel our promotional items before making a purchase decision. That's why we offer a sample service so interested customers and companies can evaluate the quality and design of our items.

In most cases, our sample service is completely free! This service only incurs a cost if you request multiple samples or samples of higher value. In such cases, we will inform you of the cost before proceeding with the shipment so you can confirm your continued interest.

To request samples, contact us via email at support@giftcampaign.com, indicating the product(s) you want samples of, a shipping address, a contact person, and a phone number.