Our returns policy
We hope you will be delighted with your Giraffe purchase. If you have any concerns about a product, please contact us.
Non-personalised products
You can return items that have not been personalised at any time within 14 days of delivery.
Only non-personalised products are eligible for a refund. (See ‘Personalised products’, below).
Returning items to us
Returned products must be unused and with any labels still attached.
Return items in their original packaging where possible. If this is not possible, make sure you package them in a way that ensures they don’t get damaged.
Include a copy of the invoice/delivery note with your return. If you don’t have the invoice/delivery note, please include the sales order number where we can clearly see it.
If you do return items to us, send them using a tracked postage method. Giraffe can’t be held responsible for any products lost in transit.
Address returns to:
- Giraffe Promotions Returns, 53 Beswick Avenue, Bournemouth BH10 4EY
Return postage costs
The cost of return postage is the customer’s responsibility.
We will issue a refund for the items less postage back to your method of payment within 72 hours of receiving your return.
Personalised products
We regret that we cannot accept returns of personalised items unless we have made a mistake with the personalisation or the items are faulty. If you believe we have made a mistake or there is a fault, please contact us to discuss the issue.
Please note that we will not accept responsibility for errors in personalisation that are not ours. Make sure you enter the text required exactly as you want it. See the Your personalisation page for more information.
Incorrect personalisation
Mistakes with personalisation are rare. But if this does happen, we want to sort it out straight away. If we have personalised the name you requested incorrectly, please email us a photograph and we will take action to replace the item as quickly as possible.
The above arrangements with Giraffe do not affect your statutory rights. For information about your statutory rights as a consumer, see the Citizens Advice website.
