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.
Communication Between Giraffe UK and the Customer during the order process
During the order process and for the purposes of sales order communication, the customer will receive an order confirmation, shipping information and order updates and a completion review communication by email.
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 - Applies to bespoke custom designed orders where we produce a design specific to your order
Due to the customised nature of custom items, in most cases we can only accept returns if:
The product is defective
The product material is not as ordered for example coolmax repel or coolexUV
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.
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