If you are unhappy with your purchase from Next Chapter Gifts, please return it to us within 14 days of reciept, by Royal Mail, retaining a proof of postage until we have acknowledged receipt of it. Please note: we do not pay for products to be returns. Unfortunately, we cannot cover any shipping costs you incur for returning a product or refund the original postage costs. Personalised items cannot be returned. If you do return a product we will happily issue you a refund for the product as long as the product is in the condition that we sent it. If you do not meet these requirements a refund may not be issued. If your product arrives with you and it is damaged in any way we will issue you a replacement if we have one, or if we dont have another lovely gift in stock we will issue you with a full refund. We would require photos of the product to be sent to us clearly showing the damage and possibly may ask for the product to be returned to us. As for refunds due to parcels going missing, we have up to 30 days in which to issue a refund under the Consumer Rights Act 2015 and cannot refund you until a process has been followed. We will not and can not guarantee that your parcel will be delivered within a specific amount of time as we have no control over the Royal Mail or any other delivery service. Once your parcel leaves us we are reliant on the delivery services ourselves. If your parcel has gone missing we can track the delivery however we cannot issue a refund until we have opened a missing parcel investigation with Royal Mail. We try to resolve matters quickly for our customers, however, Royal Mail will not open missing parcel cases until 10 -14 working days have passed. Once Royal Mail have agreed the parcel is missing we will refund you. If 30 days have passed, regardless of Royal Mail confirming the parcel is lost we will refund you.