Returns Form

At Masonic Gift Store, we stand by the quality of our products. We want you to be fully satisfied with your purchase, whether it is a custom-made gift or a standard physical item from our catalogue.

1. Standard Products (Regalia & Books)

If you are returning a standard, non-personalised item, you may request a return within 30 days of delivery for a full refund. Once your return is requested, our supplier will generate a free return shipping label for you within 2 business days.

2. Personalised & Made-to-Order Items

Because these items are custom-made with your specific details, we cannot accept returns for a change of mind or personalisation errors made at the time of order. However, if your item arrives damaged, faulty, or incorrect, please contact us within 30 days of delivery so we can arrange a prompt replacement or refund.

3. How to Request a Return or Replacement

To initiate any return, replacement, or refund, please email us at hello@masonicgiftstore.com and include the following details:

• Your Order Number
• A clear photo of the item (required if claiming a fault, damage, or incorrect item)
• A brief description of the problem or your reason for returning the item

Our team will review your request and respond with the next steps or your return label within 1–2 working days.

4. Refunds

Once your return is received and inspected (or your fault claim is verified), approved refunds are processed back to your original payment method. Please allow 5–10 business days for the funds to appear in your account, depending on your bank.