UK
Payment Policy - We aim to make your shopping experience as smooth and secure as possible. Please take a moment to review our payment terms:
Accepted Payment Methods
We accept all major payment methods available through eBay, including:
Debit/Credit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay / Google Pay
- eBay Gift Cards and Vouchers
All payments are securely processed via eBay Managed Payments, offering buyer protection and safe checkout.
When to Pay
Payment is required at the time of purchase. We cannot begin personalising or dispatching your order until full payment is received.
Custom Orders
Please ensure all personalisation details are correct at the time of payment. Once submitted, changes may not be possible if production has already started.
Cancellations
If you need to cancel or amend your order, please contact us within 1 hour of purchase. As all items are made to order, we cannot guarantee changes after this time.
Payment Issues
If your payment fails or is flagged by eBay, your order may be delayed or cancelled. Please ensure your billing information is accurate and up to date.
Need Help?
If you have any questions about payment or need assistance, please message us through eBay – we’re happy to help!
Shipping Policy - Dispatch Times
All our products are personalised to order, which means we require 1–3 working days to process and create your item before dispatch.
During peak periods (e.g. Christmas, Father’s Day), dispatch may take slightly longer — please order early to avoid disappointment.
Delivery Services & Timeframes (UK Mainland)
We offer the following shipping options at checkout:
Royal Mail 48 (Standard) – Free on most items
Estimated delivery: 2–4 working days after dispatch
Royal Mail 24 (Express) – Upgrade available at checkout
Estimated delivery: 1–2 working days after dispatch
Combined Postage
Purchasing multiple items? eBay will automatically combine shipping where possible. If you have specific delivery needs or questions, please send us a message.
Missed Delivery / Return to Sender
If a parcel is returned to us due to an incorrect address or non-collection, we will contact you to arrange re-delivery. Please note a re-shipping charge may apply.
Damaged or Delayed Orders
In the unlikely event that your order arrives damaged or significantly delayed, please contact us within 48 hours of delivery with photos (if applicable). We’re here to help resolve any issues promptly.
Questions?
Our friendly team is always happy to help. Please message us through eBay if you need your order urgently or have a special request.
Return Policy 🔄 Returns Policy – Hoolaroo Personalised Gifts UK
We want you to love your purchase, and we’re committed to providing excellent service. Please read our returns policy carefully, especially as our items are custom-made.
🛍️ Personalised Items
As per UK consumer regulations, personalised or custom-made items are non-refundable and non-returnable, unless:
- The item arrives damaged, defective, or
- There is a spelling or design error caused by us.
- If there’s an issue, please message us within 48 hours of delivery with a photo of the item and packaging so we can resolve it promptly.
✅ Non-Personalised Items
For non-personalised items, we offer a 30-day return window. Items must be:
- Unused and in original packaging
- Returned at the buyer’s expense
- Received by us before a refund is processed
📬 Return Instructions
If a return is approved:
- We’ll provide you with the return address and reference number.
- Please pack the item securely and use a tracked service for your protection.
- Refunds will be issued to the original payment method within 3 working days of receiving the item.
❗ Please Double-Check
Before placing your order, ensure that:
- All names, dates, and spellings are correct
- You’ve chosen the right colour/size/design
- We make items exactly as instructed, and we cannot accept returns for errors made during ordering.
- If you have any questions or concerns, don’t hesitate to contact us via eBay. We're always happy to help.