returns.pngGiraffe Returns Policy

Please read our full conditions of sale - https://giraffeuk.com/conditions-of-sale/

Custom designs which are made to order can't be returned or refunded unless the item is damaged or not as described.

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Returns
 
My purchase is damaged or defective - can I return it?

Please inspect the goods on delivery. If your purchase is damaged or defective in any way, you must contact us immediately to advise of any issues and to arrange a return, refund or replacement.

I've changed my mind about my purchase - can I return it?

We comply fully with the UK Consumer Contracts Regulations. Should you wish to return your order, please read carefully and follow the steps below. 

Returning Custom Items - This includes all Giraffe UK Multiwraps. Every multiwrap is custom printed to order.

Due to the customised nature of these items, in most cases we can only accept returns if: 

The product is defective
The product is not as ordered/detailed on the approved spec sheet
The product has artwork design errors not present on the artwork proof approved

Please inspect the goods on delivery and let us know immediately of any issues and to arrange for a return, refund or replacement. 

Returning Stock/Non-customised Items - This includes stock samples and the Giraffe UK stock item Bobble Hats sold in the online store. All custom bobble hats are made to order. 

Non-customised products (stock items) may be returned under Consumer Contracts Regulations 2013 subject to the following 

Items must be returned within 14 calendar days from delivery.
Items must be unused.
Items should be unopened in their original packaging - one bag can be opened to inspect goods.
Refunds will be processed within 7 days of the goods being received by us.
Refunds will be given as credit to the original payment method, including, where applicable, a proportion of basic carriage charges on the outbound shipment.

Where items are returned under the Consumer Contracts Regulations 2013 the cost of returning to goods is the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered.