Refunds, Returns and Exchanges

Ital Gifts is a community-based marketplace made up of independent sellers who manage and run their own stores.

Each seller is responsible for their own policies regarding refunds, exchanges and returns and policies will vary from store to store.


Sellers are expected to clearly state their policies regarding returns and exchanges in their listings.

This includes:

  • Whether the seller accept returns
  • The time frame in which the vendor will accept a return


When sellers enter into a return agreement with a buyer, we require the seller to fulfil that agreement.

This may include:

  • Providing Ital Gifts with proof a replacement item has been dispatched


If a seller has a problem with a transaction, the seller should to contact the buyer directly.

Buyers are encouraged to contact the seller if they experience any issues.

Sellers can solve most problems with orders.


How Ital Gifts Refund Purchases

Ital Gifts will refund the order no later than 7 days from the day on which the seller receive the returned item(s).

Ital Gifts are unable to issue a refund without the seller’s actual receipt of the item or items or sufficient proof of return delivery.

Ital Gifts will refund payment using the original form of payment method used to place the order and the buyer will not incur any fees for such reimbursement.


Buyers waiting for a refund via PayPal should check their PayPal account.

Buyers paying via a credit card or using PayPal Guest Checkout, their refund will be returned their credit or debit card.

It can take up to 30 days for refunds to show on card statements.


Posting Return Items to the Seller

For returned the item(s) which is damaged or defective or not as described, the delivery and handling charges for returning the item(s) should be paid by the seller.

To ensure the safe return of the item(s), please package with care.

For an item or items valued over £50, they should be returned to the vendor using a track-able, signed-for, delivery service.

For an item or items valued £100 or more, we recommend the buyer insures the return for the value of the product and use a signature required delivery service.

Packaging returns with care reduces the chances of damage in transit and assists with the processing of the return by the seller


Sending the return via a track-able delivery method protects the buyer, if a seller does not receive the item(s).

Refusal of delivery of a parcel is not always a track-able means of return.

Buyers should accept delivery of the item(s) they want to return and request a return as above.

The seller cannot be held responsible for an item or items damaged or lost in return shipment, therefore Ital Gifts recommend that the buyer use an insured and track-able, signed-for, delivery service.

Ital Gifts are unable to issue a refund without the seller’s actual receipt of the item or items or sufficient proof of return delivery.


How to Initiate an Exchange

If the buyer needs to return or exchange an item, the seller is the best person to help. Sellers can solve most problems with orders.

Each seller manages their own orders and is responsible for setting their own policies regarding exchanges for the items they list for sale.

Sellers are not required to accept an exchange for an item unless it is stated in the return policy on their listing.

If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item. 


If a buyer has contacted the seller more than 48 hours ago and the vendor is unable to help, their next step is to let us know so we can resolve the issue.


In most cases, the item(s) must be returned unworn, unwashed and undamaged.

CDs and DVDs must be returned unopened.

Posters, paintings and vinyl records can only be returned if the product is defective or damaged and some items cannot be returned to health protection or hygiene reasons.


Dispute an Order

Payments processed by PayPal are covered under the PayPal Buyer Protection Policy

Buyers can dispute any purchases not received within 60 days of purchase directly with us or via PayPal.