Cancellation Policy

At Giftlaya, we understand that plans change. A celebration may get rescheduled, a recipient may travel unexpectedly, or circumstances may arise that require you to modify or cancel an order you have placed with us. We have designed this Cancellation Policy to be as clear and fair as possible, so you always know exactly where you stand when you need to make a change.

Please read this policy carefully before placing an order on giftlaya.ae. By completing a purchase on our platform, you acknowledge and agree to the cancellation and modification terms outlined below. This policy forms part of our broader Terms & Conditions and should be read alongside our Refund Policy and Privacy Policy, all of which are available on giftlaya.ae.

For any cancellation or modification request, please contact us promptly at support@giftlaya.ae or call us at +971 544679338. The sooner you reach out, the greater the likelihood that we can accommodate your request.

Why Cancellation Windows Matter

Unlike standard retail products that can be restocked after cancellation, many of Giftlaya's offerings are perishable, handcrafted, or custom-prepared specifically for your order. Fresh flowers are sourced and arranged to order. Cakes are baked and decorated according to your specifications. Balloon setups are prepared with the recipient and occasion in mind. Personalised gifts are produced based on information you provide at the time of purchase.

This means that once preparation begins, the resources, materials, and labour invested in your order cannot be recovered or reused. Our cancellation windows are therefore structured to reflect the operational reality of our fulfilment process, while remaining as accommodating as possible for our customers.

Standard Cancellation Window

Cancellations requested more than 24 hours before the scheduled delivery date and time are eligible for a full refund of the amount paid, with no deduction or penalty. This is our standard cancellation window and applies to the majority of our product categories, including standard flower arrangements, gift hampers, balloon bouquets, and non-personalised gifting products.

To qualify for a full refund under this window, the cancellation request must be received and acknowledged by our team before the 24-hour threshold. Requests submitted but not yet confirmed by our team will not be considered valid until acknowledgement is received. We recommend contacting us by both email and phone to ensure your request is processed without delay.

Late Cancellations - Between 12 and 24 Hours Before Delivery

Cancellation requests received between 12 and 24 hours before the scheduled delivery time fall within our late cancellation window. At this stage, preparation of your order may already be underway or supplier procurement may have commenced. In these cases, a partial refund may be issued at Giftlaya's discretion, typically ranging between 50 and 75 percent of the order value, depending on the extent to which fulfilment has progressed.

The decision to issue a partial refund and the applicable amount will be communicated to you within one business day of receiving your cancellation request. We make every effort to be fair and transparent in these assessments and will provide a brief explanation of the refund amount offered.

Same-Day Cancellations and Post-Dispatch Requests

Cancellation requests received less than 12 hours before the scheduled delivery time, or after the order has already been dispatched for delivery, are generally not eligible for a refund. By this point, your order will have been fully prepared, packaged, and handed over to our delivery partner. The costs associated with sourcing, preparation, packaging, and logistics have been fully incurred and cannot be recovered.

We recognise that emergencies happen, and we will always review same-day cancellation requests on a case-by-case basis with empathy and good faith. However, we cannot commit to refunds in these circumstances, and any goodwill gesture offered - such as a store credit, complimentary add-on, or rescheduled delivery - will be at the sole discretion of our management team.

If your order has already been dispatched and you wish to redirect it to a different address or reschedule delivery, please contact us immediately. While we cannot guarantee changes at this stage, we will do our best to assist.

Order Modifications

In addition to outright cancellations, you may wish to modify certain aspects of your order - such as the delivery date, delivery address, recipient name, personalisation details, or product selection. Modifications are treated similarly to cancellations in terms of the applicable window.

Modifications requested more than 24 hours before the scheduled delivery time will generally be accommodated at no additional charge, subject to product availability and logistical feasibility. Modifications to personalised items, such as changes to printed names, message cards, or custom engravings, may only be possible if the item has not yet entered production.

Modifications requested within 12 to 24 hours before delivery will be assessed based on the current stage of preparation. Some changes, such as delivery address corrections or time slot adjustments, may still be possible. Product changes or additions within this window cannot be guaranteed.

Modifications requested less than 12 hours before delivery or after dispatch are not guaranteed and will be addressed on a best-effort basis only. Any additional costs incurred as a result of last-minute modifications - such as rerouting fees or replacement product costs - will be communicated to you and must be settled before the change is implemented.

Non-Cancellable Orders

Certain orders cannot be cancelled under any circumstances once placed and confirmed. These include fully personalised products where production has already commenced, including custom-printed items, engraved gifts, bespoke hampers assembled to a specific brief, and any product explicitly marked as non-cancellable on the product page at the time of purchase. Customers are advised to review all order details carefully before confirming payment for personalised items.

Orders placed as part of a bulk or corporate gifting arrangement may be subject to separate cancellation terms agreed upon at the time of the corporate order. Those terms will take precedence over this standard policy where they differ.

Cancellations Due to Non-Delivery

If Giftlaya is unable to deliver your order due to reasons within our control - such as stock unavailability, a logistics failure on our part, or an error in order processing - you will be entitled to a full refund or a complimentary redelivery on a date of your choosing, whichever you prefer. In such cases, we will proactively contact you to explain the situation and offer a resolution without requiring you to raise a formal complaint.

If delivery is unsuccessful due to reasons outside our control - such as the recipient being unreachable, an incorrect address provided by the customer, access being denied by building security, or the recipient refusing the delivery - the order will not qualify for a refund. Our team will contact you to arrange a redelivery, which may be subject to an additional delivery charge.

Cancellations During Peak Periods

During high-volume gifting periods such as Valentine's Day, Mother's Day, Eid, Diwali, New Year, and other major occasions, our production schedules are planned well in advance and our capacity is fully committed. Cancellations during these peak periods may be subject to stricter timelines, and the standard 24-hour full-refund window may be extended to 48 or 72 hours depending on the occasion. Any adjusted cancellation terms applicable to a specific peak period will be clearly communicated on the website and at checkout during that period.

We strongly encourage customers ordering for peak dates to finalise their decisions early and to place orders only when they are certain of the details, as flexibility to accommodate changes during these periods is significantly reduced.

How to Request a Cancellation

To request a cancellation or modification, please use one of the following contact methods and clearly state your order number, the reason for cancellation, and your preferred resolution.

Email: support@giftlaya.ae - please use the subject line "Cancellation Request - Order #[Your Order Number]" to ensure your request is routed to the correct team immediately.

Phone: +971 544679338 - our team is available during business hours to assist you directly.

WhatsApp: You may also reach us via WhatsApp at +971 544679338 for faster communication during business hours.

Cancellation requests will be acknowledged within a few hours during business hours. Requests submitted outside of business hours will be reviewed at the earliest opportunity the following working day, and the timestamp of your initial message will be used to determine which cancellation window applies.

Refund Processing Timelines

Approved refunds will be returned to the original payment method used at the time of purchase. Please allow 7 to 14 business days for the refund to reflect in your account, depending on your bank or card issuer's processing timelines. Giftlaya does not charge any processing fee for approved refunds. If you have not received your refund within 14 business days, please contact us and we will investigate on your behalf.

Our Commitment to You

We know that gifting is often tied to moments that matter deeply - birthdays, anniversaries, new arrivals, farewells, and milestones that deserve to be marked with care. Our cancellation policy is not designed to be a barrier. It exists to protect both our customers and our ability to deliver consistently high-quality products and experiences. We will always approach cancellation and modification requests with fairness, empathy, and a genuine desire to find the best possible outcome for you.

If you have any questions about this policy or need assistance with a specific order, our team is always here to help.

Email: support@giftlaya.ae

Phone: +971 544679338