+359 2 811 0989

Shipping and Return


All Vouchers are being sent to the purchaser's email, stated in the billing details. If a Recepien's email is filled-in in the Customisation fields (before adding a product to cart), the Voucher will be sent both to Purchaser's email and Recepient's email.

Alternatively, if the Purchaser has an account with our store, all the Vouchers bought are being listed in his/her profile, under the Vouchers submenu in Account settings. This is one of the avantages registering an account. If an email can be lost or deleted, the account information is always stored for a Customer.


  • If you are unsatisfied with your purchase for any reason, we are happy to accept returns on most items within 14 days of delivery.
  • The products must be in their original condition.
  • The following products can not be returned: all cuisine-related products.
  • Return shipping fees are at the expense of the buyer.
  • We do not take exchanges. If you would like to get new item(s), you can place a new order.
  • Send the returned items with carrier to the following address: 1, Gurko Street , Sofia 1000, Grand Hotel Sofia, Gift Shop.
  • As soon as we receive your returned items we will send you a confirmation email.
  • Refunds are processed after returned items are received in our shop and are checked for damages.
  • Refunds are visible in your initial payment account within 5 to 10 business days after the payment is issued back, depending on your bank terms.
  • Grand Hotel Sofia reserves the right to refuse a refund.
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