Contributions are final
A contribution to a collection is a gift, and like dropping money into the envelope, it's final — contributions are non-refundable once made. Please double-check the amount and the collection before you confirm your payment. If you believe a payment was taken in error — for example a duplicate charge from a connection glitch — email support@heyfriday.co.uk with your receipt and we'll investigate.
Printed card orders
Printed cards are made to order, personalised with your collection's messages, and checked by us before they're sent to print. Once a card has passed quality control it's non-refundable — as personalised goods, printed cards are also exempt from the usual 14-day change-of-mind rules. If you think something has gone wrong with your order, contact support@heyfriday.co.uk.
Unredeemed collections
Once a collection closes, the recipient has 12 months to spend it — gift cards, bank transfer, or both. After 12 months unredeemed, a £2.50 monthly inactivity fee is deducted from the collection balance until it reaches zero (if the remaining balance is less than £2.50, the fee is the remaining balance — a collection never goes negative). Redeeming the collection at any point stops the fee.
If a refund is issued
In the rare cases where we do issue a refund — for example a verified duplicate charge — it always goes back to the original payment method, the card or Apple Pay account used to pay. We can't redirect a refund to a different card or account. Depending on your bank, a refund typically appears within 5–10 working days.
Making a complaint
If we've got something wrong, tell us — email support@heyfriday.co.uk with "Complaint" in the subject line and as much detail as you can. We'll acknowledge your complaint within 2 working days and aim to resolve it within 15. If you're not happy with our final response, you may also have rights through your card issuer's chargeback scheme.
This page is a plain-English summary — the legal detail lives in our terms of service.