Returns & Refund Policy
We are sorry to hear that there might be an issue with your purchase. We strive to ensure that our products are of high quality and reach you or your recipient in the best possible condition. Please refer to our Returns & Refund Policy below to determine the next steps if you've experienced an issue with your order.
Returns
Please note that we cannot accept returns for personalised products, such as greeting cards, including any of the Boomf greeting cards (Boomf Bomb, Boomf Cannon, Ta-dah, Wild, or Flutter Cards), or Personalised Marshmallows. Sales of personalised products are considered final, and no refunds are offered for returns of such items.
We do accept returns for non-personalised items, such as gifts and gift boxes, as long as they are returned to us within 14 days of delivery. Please be aware that, due to the nature of our business, we do not provide a prepaid return label. Therefore, if you wish to return a non-personalised item, the customer is responsible for covering the shipping fees. Upon receipt, returns are inspected to ensure they are in complete, new, unused, and resaleable condition, with all original tags and labels attached. A refund will be issued once the return is processed, with the latter normally taking 1 working day after the receipt of the return."
Faulty Products
If a product in your order is faulty, please send us a photo or a video for inspection to hello@boomf.com or by starting a chat on our website (Mon-Sun 9am - 5:30pm GMT/BST) within 14 days of delivery.
Once we inspect the fault, our Customer Service team will be happy to offer you an appropriate solution based on the inspection results.
Rest assured that if we find a fault with the product, whether it's caused by us or our delivery partner, we will provide a free replacement or a full refund.
Please note that refunds are not provided for faults reported after 14 days of delivery.
Lost & Delayed Orders
On occasion, there may be issues with the delivery of your order.
Please note that all of our orders are tracked and tracking information is sent to the customer's email address or via text to their phone number once the order is dispatched.
If for any reason you have not received your tracking information or if your order is missing, please get in touch with us as soon as possible by emailing our Customer Service team at hello@boomf.com or by starting a chat on our website (Mon-Sun 9am - 5:30pm GMT/BST).
Once we assess the circumstances of your lost or returned order, our Customer Service team will be happy to offer an appropriate solution for your unique situation.
Please note that we do not issue refunds or replacements if the shipping address is incorrect or incomplete, or if a recipient refuses their parcel.
Please note that in rare cases there is a delay with your order of 1-2 days, we are unable to issue a refund for the product. The only refund available for a delay of 1-2 days is a shipping fee refund, so please do consider ordering well in advance.
If your order is a greetings card and it is late for more than 1 day and you need it urgently, please get in touch with us immediately as we may be able to offer a replacement on cards where justified.
Please note we do not currently deliver to PO boxes, post offices or any other non-residential addresses.
Changes to orders (updating address)
Please note that we can only update your address if entered incorrectly or make changes to your order if you inform us:
- Before 10am BST/GMT for all UK orders if the order was placed in the 24 hours prior (from 10am on the previous day) - due to Christmas time
- Before 12:00pm BST/GMT (07:00am EST) for the US orders if the order was placed 20 hours prior (from 2:00pm BST/GMT or 09:00am EST on the previous day)
Please note that an email with the delivery address you entered is sent to you with the order confirmation immediately after your purchase.
Please note that unfortunately we are unable to refund or cancel any orders to incorrect addresses if a request to change or update is made after the hours specified above. We cannot make any other changes to orders after the cut-off times specified above.
If a customer makes a request to change or update the order via email or chat without providing a new address, their order will be put on hold until we receive clear communication specifying the new address.
In case no new address is provided, the order will be cancelled and refunded after 3 attempts to contact the customer.