Submit a Ticket
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Open a Gift Nook support ticket by email. Choose the topic that fits your request below and click its link: your email app opens a new message to support@giftnook.shop with the right subject line already filled in. Add your order number and the details listed for that topic, attach photos if needed, and send. Every ticket is read by a person, and we reply within 24 hours on business days. Using the right subject line helps us route your ticket and answer it on the first reply.
Before you send a ticket
- Include your order number if you have one; it is in your order confirmation email.
- Write from the email used at checkout, or mention that address in your message.
- Attach photos for damage, printing problems or photo designs.
- Never send card numbers, security codes, bank passwords or one-time codes.
- Reply time: within 24 hours on business days.
1. Choose your ticket topic
| Topic | Use it for | Open a ticket |
|---|---|---|
| Change my order | Fixing names, dates or wording; changing size, color or address within 24 hours of ordering | Email: Change order |
| Cancel my order | Cancelling within 24 hours of ordering | Email: Cancel order |
| Send a photo | The photo for a photo-based design | Email: Photo for my order |
| Where is my order? | Late parcels, stuck tracking, delivered but not found | Email: Delivery question |
| Damaged or wrong item | Breakage, printing faults, print not matching order notes | Email: Damaged or wrong item |
| Return or exchange | Starting a return within 60 days; size or style exchanges | Email: Return request |
| Refund question | Checking the status of a refund or store credit | Email: Refund question |
| Question before ordering | Will it fit, will it arrive in time, which gift to choose | Email: Question before ordering |
| Payment | Declined payments, duplicate charges, receipts | Email: Payment question |
| Privacy request | Seeing, correcting or deleting your personal information | Email: Privacy request |
| Rights concern | Copyright or trademark concerns | Email: IP concern |
| Something else | Anything not listed | Email: General question |
If the links do not open an email app on your device, write to support@giftnook.shop from any email account and copy the subject line from the table.
2. What to include for each topic
Change my order
Your order number and the complete corrected details. For personalization, write out every line as it should be printed, for example: “Please print: Nana / Leo, Mia, Ava, Sam, Zoe, Kai / est. 1979”. Changes are free within 24 hours of ordering, and the time your email arrives is what counts. Details: Cancel or Change an Order.
Cancel my order
Your order number and the word “cancel”. Within 24 hours of ordering, we confirm by email and refund the full amount, issued within 7 days of our confirmation.
Send a photo
Your order number and the photo as an attachment, at the best quality you have. If the design uses several photos, number them and say which goes where. Photos are used only for your gift and deleted 30 days after delivery.
Where is my order?
Your order number, the destination country and what the tracking currently shows. Please check the Order Tracking page first; it explains normal pauses in tracking.
Damaged or wrong item
Your order number and clear photos: the item showing the problem, the packaging and the shipping label. Tell us whether you would prefer a replacement or a refund.
Return or exchange
Your order number, the item or items to return, and whether you want a refund, store credit or an exchange. You have 60 days from delivery, and we send a free return label. Details: Returns & Exchanges.
Refund question
Your order number and the date your return was sent or our confirmation email was received. Refunds are issued within 7 days of a return reaching us; after that, your bank controls posting times. Details: Refund Policy.
Question before ordering
Who the gift is for, the occasion, the date you need it by, the destination country and the wording you have in mind. We will reply with honest advice on designs and timing.
Payment
Your order number if an order was created, the date and approximate time of the attempt, and what you saw on screen. Never include card numbers.
Privacy request
What you would like us to do (see, correct or delete your information) and an order number or other detail so we can confirm the request comes from you. Details: Privacy Policy.
3. What happens after you send a ticket
- We read it. Every ticket is handled by a person, in the order received, with time-sensitive topics such as order changes looked at first.
- We reply within 24 hours on business days. If we need more information, we ask for everything at once.
- We act. We make the change, send the label, arrange the replacement or issue the refund, and confirm by email.
- We close the ticket when the issue is resolved. Reply to the same email thread if anything else comes up; it keeps the history in one place.
4. Ticket etiquette that speeds things up
- One topic per email. If you need a change and have a delivery question about another order, send two emails.
- Reply in the same thread rather than starting a new email for the same issue.
- Put the order number in the subject line after the topic, for example “Change order 1234”.
- For personalization, paste the full wording rather than describing the change.
- Check your spam folder for our reply if you have not seen it within a business day.
5. Response times
| Ticket sent | Reply expected |
|---|---|
| Business day | Within 24 hours |
| Weekend | Next business day |
| US public holiday | Next business day |
For order changes, remember that the 24-hour change window is measured from your order time to when your email reaches us, not to when we reply. Send the ticket as soon as you notice the issue.
6. Keep your details safe
We will never ask you to send card numbers, security codes, passwords or one-time codes, and we never ask you to pay a fee through a link in an email. Our only support address is support@giftnook.shop. If you receive a message claiming to be from us that asks for any of these things, do not reply; forward it to us.
8. Example tickets
These short examples show what a complete ticket looks like. Use them as a template for your own message.
A personalization change
Subject: Change order 1234. “Hello, I ordered a grandparent suncatcher this morning. Please use these names, in this order: Gigi, Ella, Noah, Ruby, Theo, Max, Lily. The previous list was missing Lily. Thank you.”
A photo for a keepsake
Subject: Photo for my order 1234. “Attached is the photo for the keepsake. Please crop to the two people on the left if it does not fit. The text stays as in my order notes.”
A delivery question
Subject: Delivery question 1234. “The parcel is going to Wellington, New Zealand. Tracking has shown ‘in transit’ for six days. The anniversary is on the 21st. Can you check?”
A return
Subject: Return request 1234. “I would like to return one of the four holiday tees, size S, as it is too small. Please send the return label. I would prefer store credit so I can reorder in size M.”
A damaged item
Subject: Damaged or wrong item 1234. “The ornament arrived with the ribbon loop snapped off. Photos of the ornament, box and label are attached. A replacement would be great.”
9. Tickets for orders shipped to someone else
Only the buyer can change or cancel an order, so please send tickets about a gift order from the email address used at checkout. If you are the recipient and something arrived damaged, you can open a ticket yourself with the order number from the packing slip, or the name and address the parcel was delivered to; we will help with the item and keep the buyer’s payment details private.
10. Tickets about several orders
If you need help with more than one order, list every order number in one email only if the request is the same for all of them, such as “please check delivery for orders 1234 and 1235”. For different requests, send separate tickets so each one is tracked and answered on its own.
11. Why we do not use a web form
A web form would only pass your message to the same inbox. Email lets you attach photos, keep a copy of what you sent and reply in one thread, which matters when the details are names and dates that must be exactly right. If email is difficult for you, tell us in your first message and we will keep things as simple as possible.
Common mistakes that slow tickets down
- No order number. We can still find your order by name and email, but it takes an extra step and sometimes an extra reply.
- A partial correction. “Change the second name to Mia” can be read more than one way. Writing out the complete list removes any doubt.
- A different email address. If you write from an address we do not recognize, we may need to verify the order with you before changing it.
- Several issues in one message. Separate topics in separate tickets are each answered faster.
- Photos missing. For damage or printing faults, photos let us resolve the ticket straight away, often without a return.
- Waiting too long. For changes, the 24-hour window runs from your order time. For returns, you have 60 days from delivery, but the sooner you write, the sooner your refund or replacement is on its way.
Accessibility and language
Tickets can be written in plain, everyday English; there is no need for formal wording. If reading long replies is difficult, ask us to keep answers short, or to number the steps. If you need help placing an order because the website is hard to use with your device, open a “Question before ordering” ticket and tell us which gift you would like; we will guide you through it by email.
How long we keep tickets
Support emails are kept while they are useful for your order and any follow-up, such as a return or a refund question, and then deleted. Photos you attach for a design are deleted 30 days after the order is delivered. See the Privacy Policy for details.
12. Other ways to get answers
Many questions are answered instantly on our help pages: the FAQs, the Help Center, Shipping & Delivery and the Size Guide. Our full contact details are on Contact Us. Gift Nook, 5201 Georgia Ave, West Palm Beach, FL 33405, US.