notonthehighstreet Returns UK: Independent Sellers and Personalised Gifts
An order from notonthehighstreet is often fulfilled by an independent seller, which makes the seller’s identity and the product details important. Do not post a personalised gift to a central platform address without first using the order’s own support route.
Who sold and personalised the gift?
The platform’s customer-service guidance distinguishes made-to-order or personalised items from ordinary eligible purchases. It states that an item personalised or specifically made for the customer cannot normally be returned merely because the buyer no longer likes it, while problems with faulty goods are handled separately. Product pages may give additional seller-specific instructions, so a return address copied from a different seller would be unreliable.
Contacting the correct marketplace seller
Open the original order and read the product listing for the seller and personalisation details. If an eligible item needs returning, follow the platform’s published return process and the seller’s instructions for that transaction. For damage or a product unlike the description, capture clear photographs and use the official contact-seller or order-problem option. Retain the order messages so you can show what was agreed.
An engraved item that differs from its order
Suppose you ordered an engraved necklace with the exact initials you entered but later changed your mind about the engraving. That is different from receiving initials that do not match the confirmed order. The first situation concerns a personalised purchase; the second concerns whether the finished product matches the ordered specification.
What to do if the seller does not respond
If there is no response, check the platform’s customer-service process for an unresolved order issue. Describe the specific item and seller; do not assume every merchant on the marketplace uses the same voluntary returns window. The seller-specific approach also matters for eBay UK returns, but eBay’s own return-request and platform protection procedures are separate from notonthehighstreet’s.
For the latest instructions for this purchase, see notonthehighstreet’s official policy or help page and its related customer guidance.