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.

Faulty confetti mechanism

Please be aware that we have a special policy regarding faulty confetti mechanisms for our Confetti-Exploding Everlasting Roses and Confetti-Exploding Gift Boxes. In the event of a faulty confetti mechanism in either product, we need to request photo or video evidence of the issue. Refunds for faulty mechanisms are issued at 20% of the product's price.

Should you prefer a full refund, the product must be returned to us with full contents in a resellable condition. Upon receiving and processing the return, a confirmation email will be sent to your provided email address, and a full refund will be issued promptly.

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.

Order Changes Policy

Dear Customers,

Please note that once your order has been dispatched, we are unable to make any changes to the design or update the delivery address. This is due to the automated nature of our manufacturing and dispatching process. While we truly wish we could assist, it is physically impossible to modify an order once it is on its way to you—your package is already cozied up on a plane or truck, making its journey to the provided address! 😊

You will receive a dispatch confirmation email with tracking details as soon as your order is on its way.

If you’ve just placed an order and realize the address is incorrect:

If you haven’t yet received a dispatch confirmation email, please contact our Customer Support team immediately via live chat or at hello@boomf.com (9 AM - 5 PM GMT). We’ll do our best to assist before your order is processed.

Important Notes:

We are unable to refund or cancel orders sent to incorrect addresses if the request to change or update the address is made after the order has been dispatched.

If you provided an incorrect email address that you do not monitor, and the delivery address is also incorrect, we are unable to refund or cancel the order.

We appreciate your understanding and encourage you to double-check all details before confirming your order. If you have any questions, feel free to reach out—we’re here to help!