SHIPPING POLICY - RETURNS & REFUNDS
SHIPPING POLICY
Last updated: 29 June 2026
Definitions
“Website” means www.giraffebear.co.uk
“Products” means goods offered for sale on the Website
“Order” means a purchase request submitted by you via the Website
“I”, “me”, “my” means Helen Kent trading as Giraffe Bear, a sole trader based in the United Kingdom
“you” means the customer purchasing Products
1. Delivery Area
United Kingdom only (excluding Northern Ireland).
2. Delivery Times
Orders are dispatched within 3–4 working days (excluding weekends and UK public holidays).
Delivery times are estimates only.
3. Delivery Method
Orders are delivered via Royal Mail tracked services.
4. Delivery Responsibility
You are responsible for providing accurate delivery details.
I am not responsible for delays or non-delivery caused by incorrect or incomplete address information.
5. Risk & Ownership
Risk passes to you when you take physical possession of the Products.
6. Lost or Missing Parcels
If a parcel is marked as delivered but not received, I may rely on courier tracking and delivery confirmation records while investigating.
7. Delays Beyond Control
I am not liable for delays caused by events outside my control, including postal disruption, strikes, or natural events.
8. Payment
All Orders must be paid in full at checkout via Square before dispatch.
9. Contact
Helen Kent trading as Giraffe Bear
Email: email@giraffebear.co.uk
Address: 18 Essex Close, Congleton, Cheshire, CW12 1SH
RETURNS & REFUNDS
I want you to be happy with your order. If something isn’t right, here’s how returns work in a simple way.
🔁 1. Can I return my order?
Yes. If you are not happy with your purchase, you have the legal right to cancel your order within 14 days of receiving it under UK law.
You then have another 14 days to send the item back.
📩 2. How to start a return
To start a return, just email:
Please include:
- Your name
- Order number (if you have it)
- Reason for return (optional but helpful)
I will reply with return instructions.
📦 3. How to send your item back
Please:
- Return items in their original condition
- Use secure packaging so nothing is damaged in transit
- Use a tracked postal service (recommended)
- Keep your proof of postage until your refund is processed
💰 4. Refunds
Once I receive your return (or proof of postage if required), I will process your refund within 14 days.
Refunds include:
- The price you paid for the item
- Standard delivery cost (if applicable)
Refunds are made using your original payment method (Square).
🚚 5. Return postage costs
- If you are returning an item because you changed your mind: you pay return postage
- If the item is faulty, damaged, or incorrect: I will cover reasonable return costs or reimburse you
⚠️ 6. Faulty or damaged items
If your item arrives damaged or incorrect, please contact me as soon as possible.
I may ask for:
- A photo of the issue
- A short description of what happened
Once confirmed, I will offer a replacement or refund.
❗ 7. Important notes
- Please do not return items without contacting me first
- Items must be returned within the legal timeframe
- You are responsible for the item until it reaches me safely
💬 8. Need help?
If you are unsure about anything, just email me:
I’m happy to help.