Gifts help

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Ordering gifts on lastminute.com is easy. Simply browse through the various pages within the gifts section or use the keyword search in the top left of your screen to search for specific items.

The gifts product pages detail specific product information, delivery options/details (including cut-off times for dispatch) and, if applicable, bigger pictures showing the product in detail. It is vitally important that you make sure you read and understand this information before placing your order.

When you come to place your order, continue through the various screens, choosing quantities and any product options before progressing to the shopping basket. You will be able to choose your delivery options in the shopping basket.

Once your order is complete you will go through to a confirmation page on the website which you need to print to keep as a record. You will also be sent a confirmation email shortly afterwards. Both of these will contain the details and price of your order, and when you receive them you can consider your order booked. They also contain your order number, which you must quote if you need to get in touch, and it will help us identify your order quickly.

How do I know if my gift/experience is available/in stock?
We act as an agent sourcing products from our partner suppliers who then deliver your orders to you directly. As such the only products we have available are those that are shown on the site - we are unable to provide alternatives to them. The product detail describes the nature of the product and any options. Unfortunately we are unable to provide any different product options other than those that are shown.

When stock levels get to zero the product will disappear from the site. Occasionally stock will run out before the product has been removed from the site but if this happens you will be contacted and further options to cancel or wait will be presented to you.

Do you offer a gift wrapping service?
Unless detailed in the product text we are, unfortunately, unable to provide a gift-wrapping service. However, we will be extending the giftwrapping service to more products very soon.

How do I know if my purchase is confirmed?
Once your booking is confirmed, you will receive a confirmation email with you booking confirmation number.

What happens if I haven't received a confirmation email?
If you have not received your confirmation email within 4 hours of making a booking, please check your deleted items / 'Junk Mail' folder.

Most email accounts offer an unwanted mail filter service to protect you from junk mail, and it is possible that your confirmation has been mistakenly filtered by this service. We would also advise that you change your filter settings to allow lastminute.com mail through.

You can also access details of your booking, and instantly forward the confirmation email to an alternate address through our purchase history service.

Receiving a gift/experience

How will my gift/experience be delivered?
Our suppliers use several different delivery methods:

Royal Mail 1st and 2nd class
Royal Mail Recorded and Guaranteed Next Day Delivery
Courier/Parcel Force
Special Delivery

The delivery options available for each product and their timeframes are shown in the individual product text. The choice of delivery option is made at stage 2 of the shopping basket and costs for each option will also be shown here. We are unable to offer any alternatives to the delivery options that are shown.

Can my gift/experience be delivered overseas?
The areas available for delivery are shown in the individual product text and are generally UK or UK mainland only. Unless stated we are at present unable to offer overseas delivery.

Where can I have my gift/experience delivered to?
Most products will require someone to sign for them so it is important to make sure the product is sent to an address where someone will be available to do so. We recommend sending to a work address. Please make sure you include a contactable daytime telephone number in case of any difficulties.

Please make sure all addresses are complete and correct before entering them. If you are sending to a work address be sure to include the department/floor number. Deliveries for hospitals, universities etc. must include ward/department names as well as the full address of the institution. If you are sending to a BFPO address please make sure you include the following details:

Service Number, Rank, Name
Company
Regiment
BFPO Code

I have not received my gift/experience
All of our suppliers take great care to ensure your gift gets to you within the time stated. Occasionally, however, circumstances out of our control may lead to unforeseen delays. If you think that delivery of your items is overdue please check the following:

That the delivery has exceeded the times as shown in the product information. Remember unless stated delivery times do not include weekends or bank holidays.
That the delivery agent has not left a card - Royal Mail and most couriers will leave a card if no one is at home when they attempt delivery. If a card has been left you will need to either rearrange delivery or pick your items up from the local depot.
If sending to a work address or institution (Hospitals, Universities etc.) that the gift is not in the post room, or within the internal mail system.

If your product is being delivered by Royal mail you may wish to check your local depot is not holding the item for delivery.

If however you do feel there is still a problem please contact us using the purchase history online form link from the order in question.

Our Customer Service department will then investigate and get back to you. This will take a short period of time but we will update you as soon as possible. Please note deliveries made by Royal Mail recorded delivery, as stipulated the Post Office, must pass 10 working days from the point of dispatch before investigation can take place.

Cancellations & Amendments

Can I amend the details on my gift/experience order?
Once you have placed an order it is passed directly to the suppliers who will begin the fulfillment process straight away. Due to the speed that this happens, the majority of orders cannot be amended once they have been placed.

Can I cancel my order?
Once you have placed an order it is passed directly to the suppliers who will begin the fulfillment process straight away. Due to the speed that this happens, the majority of orders cannot be cancelled once they have been placed.

However, we have worked with our suppliers to provide you with a 10 day "no quibble" return policy for most gift products. Please refer to the returns section below for further information. Please note: 'Experiences' purchased from lastminute.com cannot be cancelled or refunded.

Can I return my item?
We have agreed with our suppliers to offer you a 10-day no quibble returns policies for certain gifts and products. It will apply for most gifts, but will not apply to those gifts which, are bespoke (that is, they are made to order), can be copied and the seal has been broken (for example computer games, CDs etc.) or are perishable (for example chocolates, flowers etc.). They will also not apply to those gifts that are likely to quickly deteriorate.

In addition and for the avoidance of doubt our 10 day returns policy does not relate to travel products (e.g. flights, holidays and hotels etc.), restaurant bookings, entertainment tickets, auctions or experiences (e.g. drive a Ferrari, bungee jumping etc.) where you receive a voucher to take up an experience within a certain period of time.

The returns policy is as follows:

We will arrange a full refund of the full price you paid (including outward delivery charges) if you email our customer services using the obnline form in purchase history explaining that you wish to cancel the contract within 10 days of your receipt of the product. You must state the reason for return and whether you require a replacement or refund.
Paperwork will be sent out with your gift that will give you more information on how to process your return, including where to send the product. Please make sure the slip is filled in fully and the product addressed to the correct place or you may experience delays in the processing of your return.
We will process your refund within 30 days or when the supplier receives your product back whichever is earlier.
If you request a replacement product our customer services will attempt to arrange this for you but whether this option is available remains at our suppliers discretion.
Remember to keep the product reasonably safe and to return them in a reasonably good condition, including all packaging and manuals. Please use recorded delivery in order to minimise the risk of the refunded item not being returned safely.
If you do not send it back the supplier can arrange to have in picked up from your address, in this case you will be charged the cost of this pick up.

Please note that that this policy does not affect your statutory rights which you may have, including the Consumer Protection (Distance Selling) Regulations 2000. If you would like any further information please contact your local Trading Standards Office on (020) 7641 1111 or access their website at www.tradingstandards.gov.uk. Alternatively, please contact your local Citizens Advice Bureau on 020 7385 1322 or access their national website at www.nacab.org.uk.

How long will it take for my refund to be processed?
lastminute.com acts as a third party supplier for gift and experience products and where cancellations are agreed by, or returns are made to the supplier we will process your refund immediately. It can take 7 - 10 working days for the funds to appear on your statement, depending on your card issuer's clearing times. If we have confirmed your refund to you, please ensure that you have allowed for this time for the funds to clear.

Please see our cancellation and refund FAQ's to check if your item is eligible for cancellation or return.

If this page has not answered your questions and you have an emergency with an existing order, please use purchase history to contact our customer services department for the quickest reply.

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