Refund policy

At Doune Baskets, every gift is carefully handcrafted and curated to create a memorable luxury gifting experience. Because many of our products are personalized and made specifically for each customer, we maintain the following return and refund policy.

All custom, personalized, and made-to-order gift baskets are final sale.

This includes baskets containing:

  • Personalized messages
  • Engraved or monogrammed items
  • Custom-selected products
  • Special-order merchandise
  • Corporate branded gifts

These items cannot be returned or exchanged unless they arrive damaged or contain an error made by Doune Basket.

To start a return, you can contact us at DouneBaskets@gmail.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at DouneBaskets@gmail.com.

For Non-personalized Signature Collection baskets may be eligible for return if:

  • You contact us within 5 calendar days of delivery.
  • The basket is unopened and unused.
  • All original packaging is included.
  • The products remain in their original condition.

Customers are responsible for return shipping costs unless the return is due to our error.

A 15% restocking fee may apply to eligible returns.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please include:

  • Your order number
  • Photos of the packaging
  • Photos of the damaged items

Once reviewed, Doune Basket may, at our discretion:

  • Replace the damaged items
  • Issue store credit
  • Provide a partial refund if possible


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Order Cancellations

Orders may be canceled within 5 hours of purchase if production has not yet begun.

Once customization or assembly begins, orders cannot be canceled.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at DouneBaskets@gmail.com.

No returns on custom baskets