Delivery & Returns
All our items are handmade to order, so please allow up to 7 working days for dispatch. If you need an item sooner, please contact us before purchasing and we will do our best to accommodate. Although, this may not be possible during busy times such as Christmas, Mother’s Day etc.
We currently offer free shipping on all products within the UK, but we do not need to provide notice to you for this to change.
All orders are sent via Royal Mail. You will receive a confirmation email once your order has been dispatched. If your parcel is over the Royal Mail maximum size it will either be shipped by courier service.
My order has not arrived
Your order should arrive within 1-2 working days after your dispatch email has been sent (please allow up to 4 days during peak times such as Christmas). Orders that fail to arrive must be notified to us within 21 calendar days, after this time we are unable to offer a refund or replacement. It is the customers responsibility to notify us of items that have not arrived within this time frame so that we can resolve the issue with Royal Mail.
To return non-personalised items for a refund or exchange please contact us within 14 days of receiving your order so that we can send you a returns form. You must return the item in its original packaging in an undamaged and unused state and within 30 days of receiving your order. We do not offer free returns; therefore the return postage cost is the responsibility of the customer.
As all personalised items are made to order as per your requirements, all products that contain any personalisation are non-refundable and non-returnable.
If there is an error with your item, please contact us within 2 days of delivery to let us know. If the fault is ours, we will arrange a refund or replacement item as soon as possible.
It is your responsibility as the customer to make sure all personalisation fields are filled in correctly. Please check the details on your order confirmation email and let us know if any changes are needed within 24 hours of placing your order. We are unlikely to be able to make any changes after this time as your item/s may have already gone into production.
Damaged or Faulty Items
If your item arrives damaged or faulty please contact us within 2 days of receiving your parcel, so that we can resolve the issue, you will need to provide a photograph of the damaged/faulty item. Where Origami Elephant is at fault we will arrange a refund or replacement item as soon as possible.
Please note that all products are handmade and as we use natural materials such as wood, each item will be individual and may differ slightly from the images shown, e.g due to the grain of the wood. Please consider this before ordering as refunds will not be issued based on these reasons.