Refund policy

We want you to love your House of Awe order. If something isn’t right, please contact us and we’ll be happy to help.

Personalised & Custom-Made Items

Personalised and custom-made products are created especially for you and therefore cannot be returned, exchanged or refunded due to a change of mind.

Please carefully check all names, initials, dates, messages, images and other personalisation details before placing your order. We cannot offer refunds or replacements for errors submitted by the customer, including spelling mistakes, incorrect information or unsuitable/low-quality images or artwork.

Once production has begun, personalised orders cannot normally be changed or cancelled.

If we have made an error with your personalisation, or your item arrives faulty, damaged or materially different from what you ordered, please contact us within 3 days of delivery with your order number and clear photographs of the issue.

Where the issue is confirmed to be our error, we will offer an appropriate replacement, repair or refund. We do not normally provide both a replacement and a refund for the same item.

Non-Personalised Items

Eligible non-personalised products may be returned within 14 days of delivery, provided they are unused, in their original condition and packaging, and suitable for resale.

Please contact us before returning an item.

For change-of-mind returns, the customer is responsible for return delivery costs. Where an item is faulty, damaged or incorrectly supplied by us, applicable return costs will be covered by House of Awe.

Non-Returnable Items

Unless faulty, damaged or incorrectly supplied, we cannot accept returns for:

  • personalised, customised or made-to-order products;
  • food, beverages or other perishable goods;
  • gift cards;
  • items restricted for hygiene or safety reasons once opened or used; or
  • products that have been used, altered or damaged after delivery.

Hampers & Gift Sets

Eligible non-personalised hampers and gift sets must be returned complete, unused and in their original condition and packaging.

Individual components cannot normally be returned separately. Personalised items included within a hamper or gift set remain non-returnable for change of mind.

Refunds

Once an eligible return has been received and approved, refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Nothing in this policy affects your rights under applicable UAE consumer protection laws.

Last updated: September 2026