Delivery & Shipping Policy

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Return & Cancellation Policy
Last updated: January 2026

 

At ExciteMeNow, we create curated gifts that are prepared individually for each order. Because of the personalised and perishable nature of many items, our returns and cancellations policy differs from standard retail purchases. Please read the following carefully before placing an order.

 

1. Cancellations
Before Order Confirmation
You may cancel your order at no cost if you contact us before your order has been confirmed and preparation has started.
After Order Confirmation
Once an order has been confirmed and preparation has begun, cancellations may not be possible. This is because gifts are curated and assembled specifically for your order.
If cancellation is requested after confirmation:
We will assess the request on a case-by-case basis
Any costs already incurred (including sourcing, preparation, or packaging) may be deducted from any refund

 

2. Returns
Due to the bespoke nature of our gifts, we do not accept returns for change of mind once an order has been confirmed.
This includes:
Personalised or curated gift packages
Gifts containing perishable items
Gifts prepared to specific requirements or themes

 

3. Damaged or Incorrect Items
If your gift arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery at:
📧 CustomerCare@excitemenow.co.uk
Please include:
Your order reference
A brief description of the issue
Clear photographs where applicable
If the issue is confirmed:
We may offer a replacement, partial refund, or full refund, depending on the circumstances
Our liability is limited to the value of the affected items only
Where a refund is approved, it will be processed to the original payment method within 5–10 working days, depending on your payment provider.
Unless otherwise agreed, customers are responsible for return postage costs. Return instructions will be provided where a return is required.

 

4. Delivery Issues
If a delivery issue occurs due to incorrect or incomplete information provided at checkout, we may not be able to offer a refund.
If a delivery issue occurs due to our error or the courier’s fault, we will work with you to resolve the issue fairly and promptly.

 

5. Business & Bulk Orders
For business, corporate, or bulk orders:
Cancellation and return terms may vary
Specific terms will be agreed in writing prior to order confirmation

 

6. Statutory Rights
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers generally have the right to cancel an online order within 14 days without giving a reason.
The 14-day cancellation period starts on the day after the goods are delivered.
Important exceptions apply. The 14-day cancellation right does not apply to goods that are:
Made to the customer’s specifications
Clearly personalised or curated for a specific recipient, occasion, or theme
Perishable in nature
Because ExciteMeNow gifts are curated and prepared individually for each order, we may not always be able to offer a refund once personalisation or preparation has begun, unless the items are faulty or incorrect.
Nothing in this policy affects your statutory rights under UK consumer law. Where applicable, your rights under the Consumer Rights Act 2015 remain intact.

 

7. Contact Us
If you have any questions about cancellations or returns, please contact us before placing your order:
📧 CustomerCare@excitemenow.co.uk

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We are always happy to advise and help you choose the right option.

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This Policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

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