Frequently Asked Questions

Giftkonnection - is a Family Gift Store. We connect beautiful hearts of amazing people to share and convey love stories through our handcrafted gifts.

Below you can find the answers to the most common questions that our customers ask.

Shipping:
How long after ordering is my order shipped?
We ship most products within 2-5 business days. After that, items typically arrive to customers within:

Expedited Shipping
USA: 1-3 days

Standard Shipping
USA: 3-5days
Canada: 4-10 days
UK, most of EU: 2-7 days
Australia, New Zealand: 5-15 days
Rest of the World: 5-20 days

These timeframes are typical, and sometimes local carrier issues may mean your item arrives slightly later than the time outlined above.

Once an item leaves our warehouse and is handed to the carrier, the shipping process is the responsibility of the carrier.

While we do have access to tracking systems which can provide information, once a package is in the carrier network, we are unable to fulfill requests such as redirecting packages, recalling packages, or expediting shipping due to circumstances outside of our control.


Which carrier do you use?

For USA Domestic orders, we use USPS First Class with tracking.
For Canada orders, we use UPS, running on an equivalent to First Class

For Europe, UK, and International, we use Landmark Global, running on an equivalent to First Class International service.

Once the package has landed in the destination country, it is delivered by the domestic mail carrier in your local country.

I didn't receive my order
Please contact our customer support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.

What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.

It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

Shipping Insurance
Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.

Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.

If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com

Please note - shipping insurance is non-refundable once your order has been shipped.

Cancellation & Exchanges:
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Once order is placed, no cancellation may be possible.


My item is damaged/incorrect, what do I do?
Please contact our customer support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without prior authorisation from our customer support.

Can I return my purchase?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it.

Please note, personalized items are not eligible for refund due to they cannot be restocked.

My item looks different to the online listing
It's possible you may have an item that is showing a defect, please take a few photos and send them to our customer support team for review, along with your order ID.