What happens if a gift can't be fulfilled?

Sometimes a gift doesn't go exactly to plan — an item sells out, a merchant runs into stock issues, or something can't be fulfilled as expected. When that happens, here's how we handle it, and what it means for the payment you made.

Fulfillment Comes First

If an item becomes unavailable after your gift request is sent, here's what happens:

1. We'll first attempt to source the same item from an alternate merchant.
2. If the same item genuinely can't be sourced anywhere, we'll contact the Lister to select a same-merchant replacement.
3. If nothing suitable is available there either, we'll refund you — minus our service fee.

Gift Credit is never issued for an unfulfillable item — it applies only to completed returns (see What is Gift Credit and how does it work?).

What Is Gift Credit?

Gift Credit is a service recovery tool issued in one circumstance only: when a gift you sent is returned and LuxyList receives a refund from the merchant, the refunded amount (minus any applicable fees) may be issued to the recipient as Gift Credit, which they can use toward a physical gift on the platform. It is not a payment method or stored value, has no cash value, and cannot be exchanged for money.

What This Means for You

 Every gift order ends one of three ways: the gift (or an agreed replacement) is delivered; the order can't be completed and you're refunded, minus the service fee; or a delivered gift is returned and the merchant's refund becomes Gift Credit for the recipient.

Changes

LuxyList may modify this policy at any time and may deny Gift Credit issuance at its sole discretion.

Questions about a gift you've sent? Our support team is happy to help.