Returns & Refund Policy

We want you (or your recipient) to be delighted with your order. Please read below for details of your rights and how we handle returns, refunds, delays, and changes.

Returns

Personalised Products

Please note that we cannot accept returns for personalised products, such as greeting cards (including Boomf Bomb, Boomf Cannon, Ta-dah, Wild, or Flutter Cards) or Personalised Marshmallows. Sales of personalised products are final and non-refundable unless the item is faulty.

Non-Personalised Products

We do accept returns for non-personalised items, such as gifts and gift boxes:

  • UK Customers: You have a legal right to cancel your order within 14 days of receiving it. Once you notify us, you then have another 14 days to return the goods.
  • US Customers: Returns are accepted within 14 days of delivery.

Items must be returned unused, in complete, new, and resaleable condition, with all original tags and labels attached. Customers are responsible for return shipping costs unless the item is faulty.

Refunds will be issued within 14 days of us receiving the returned goods. For UK customers, this includes the cost of standard delivery.

Faulty Products

If a product in your order is faulty, please email us at hello@boomf.com or start a chat on our website (Mon–Sun 9am–5:30pm GMT/BST), including a photo or video of the fault.

  • UK Customers: You are entitled to a full refund for faulty goods if you notify us within 30 days of delivery. After 30 days, you may still be entitled to a repair, replacement, or partial refund under the Consumer Rights Act.
  • US Customers: Faulty products reported within 14 days of delivery are eligible for a refund or replacement.

We will cover return shipping costs for faulty items. Refunds are processed within 14 days once we confirm the issue.

Faulty confetti mechanism

For our Confetti-Exploding Everlasting Roses and Confetti-Exploding Gift Boxes, we may offer a 20% refund if the confetti mechanism does not work, based on photo or video evidence.

If you prefer a full refund, the product must be returned with all contents in resaleable condition. Once received, we will issue a full refund and send you a confirmation email.

Lost & Delayed Orders

All of our orders are tracked, and tracking details are sent by email or SMS once your order is dispatched.

  • UK Customers: If delivery takes longer than 30 days (or an agreed timeframe), you are legally entitled to cancel your order and receive a full refund.
  • US Customers: If delivery is unreasonably delayed, please contact us and we will provide a refund or replacement.

We cannot issue refunds or replacements if the shipping address was incorrect or incomplete, or if a recipient refuses delivery.

In rare cases, orders may be delayed by 1–2 days. Refunds for short delays are limited to shipping costs only. Please consider ordering in advance for special occasions.

If your order is a greeting card and it is more than 1 day late, please contact us immediately as we may be able to offer a replacement where justified.

We do not currently deliver to PO boxes, post offices, or other non-residential addresses.

Order Changes Policy

Once your order has been dispatched, we cannot make changes to the design or delivery address. Our process is automated, and once your order is on its way, it cannot be altered.

If you notice an error before dispatch:

  • Please contact us immediately at hello@boomf.com or via live chat (Mon–Sun 9am–5:30pm GMT/BST).
  • If we have not yet dispatched your order, we will do our best to update the details.

Important notes:

  • We cannot refund or cancel orders sent to incorrect addresses if we were not notified before dispatch.
  • If an incorrect email address was provided and the delivery address is also incorrect, we are unable to refund or cancel the order.

✨ We recommend double-checking your details before placing your order. If you have any questions, please reach out — we’re always happy to help!