At Little Surprises, we want your gifts to arrive in good condition and match your order. If you experience a problem, please contact us at contact@thelittlesurprises.in with your order details.

1. Cancellations

For non-customised orders, cancellation requests may be accepted before dispatch. Once an order has been dispatched or is out for delivery, cancellation is generally not possible.

Personalised and customised orders cannot be cancelled for a change of mind once the order has been confirmed, as preparation or production may have begun.

These restrictions do not affect your rights where we cannot fulfil your order or where a remedy is required by applicable law.

2. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us within 48 hours of delivery, wherever possible, so we can investigate promptly.

Please share:

• Your order number.

• A description of the issue.

• Clear photographs of the product, outer packaging and shipping label.

• An unboxing video, if available.

We strongly recommend recording a continuous unboxing video showing the sealed parcel and its contents. This helps us assess transit damage. If you do not have a video, please still contact us with the available evidence.

The 48-hour reporting request does not exclude rights available under applicable law, including for defects that could not reasonably be discovered immediately.

3. Replacements and Return Arrangements

After reviewing the issue, we will arrange an appropriate resolution, which may include a replacement or refund, depending on the circumstances and applicable law.

Please retain the product, accessories and packaging while we review your request. Avoid using the product beyond what is necessary to identify the issue.

Original packaging is helpful, but packaging damaged during transit will not, by itself, disqualify a valid claim.

Please contact us before sending any item back. We will explain whether a return is needed and provide the relevant instructions.

For verified transit damage, defects or errors in fulfilment, we will arrange necessary return and replacement shipping at no additional cost to you.

Any discretionary exchange accepted for another reason may involve shipping charges. These will be explained and agreed with you in advance.

4. Personalised and Customised Products

Personalised and customised products are not eligible for change-of-mind returns or exchanges.

Please check names, spellings, dates, photographs and other customisation details carefully before confirming your order. Errors caused by information supplied incorrectly by the customer do not ordinarily qualify for a free replacement or refund.

If we make a personalisation error, or the product arrives damaged or defective, please contact us so we can arrange an appropriate resolution.

5. Change-of-Mind Returns

We do not offer returns or refunds simply because you change your mind or no longer require the product.

This does not limit remedies available for damaged, defective, incorrect or misdescribed products, or other circumstances covered by applicable law.

6. Refunds

Once a refund has been approved and initiated, it is generally credited within 5–6 working days to the original payment method.

Actual credit times may vary depending on your bank or payment provider.

If you have not received an initiated refund within this period, please contact us with your order number so we can help trace it.

7. Contact Us

For cancellation requests, damaged deliveries, replacements or refund enquiries, contact:

Little Surprises

Please include your order number in your message to help us assist you promptly.