Lead Time
During busy periods, The Crafty Giraffe may need to extend lead times based on demand. We’re currently updating our lead time details [HERE]. If you need your order sooner, please contact us before placing your order — in most cases, we can accommodate your request. Be sure to mention your request again in the Order Comments section at checkout.
Unless we notify you otherwise, all orders placed before any lead time adjustment will be processed as usual.
Placing Your Order
When you place an order by selecting an item and completing our online checkout, we will send you an email confirmation listing your products. Please note that completing checkout does not mean your order is accepted. Your order is only accepted when it is dispatched. This means the purchase contract is made at dispatch, not at payment.
If you cancel your order or we inform you that we cannot accept it, no purchase contract will be made.
Personalised Products
We pride ourselves on high-quality personalised products, processed in the order we receive them and subject to stock availability. Some personalised orders may be put on hold for your approval of the design. You will receive an email titled ‘manual verification required’ requesting your confirmation.
Please respond promptly, as delays may cause your order to arrive later than expected. We cannot be held responsible for delays if we’ve contacted you at the email provided during checkout.
Before submitting, please carefully check your order details on-screen and in the confirmation email. We cannot refund personalised items if the text is entered incorrectly by you.
You can request changes only while your order status is ‘Awaiting Fulfilment’ in your account. Contact us at admin@thecraftygiraffe.co.uk to make changes.
Note on design formatting:
- Text in full caps will be adjusted accordingly (e.g., The Crafty Giraffe becomes THE CRAFTY GIRAFFE).
- Dates will be formatted to match the design style (e.g., 00/00/0000 to 00.00.00).
- Photos or scanned images should be in JPEG format. Other formats may be accepted via email.
Payment
We accept credit/debit card payments securely via PayPal. For details, please review PayPal’s terms on their website.
Postage & Packaging
All prices exclude postage and packaging, which are calculated at checkout.
Delivery
Most orders ship via Royal Mail based on weight and size. Occasionally, we may use a courier service if necessary. Please allow 2-5 working days from your ‘Shipped’ confirmation email for delivery.
You can view our current lead time info [HERE].
International Orders (EU, Brexit, and Outside the UK)
Since 31 January 2020, the UK is no longer part of the EU. If ordering from the UK to the EU or outside the UK, you may be responsible for import duties and taxes.
Please note:
- VAT relief for consignments €22 or less was removed from 1 July 2021.
- It is illegal to falsify customs declarations. We will not mark orders as gifts to avoid duties.
- VAT and customs charges vary by country and are the buyer’s responsibility.
For detailed info, visit the EU VAT rates page: europa.eu
Returns, Cancellations & Refunds
Since we offer bespoke personalised products, we cannot accept returns or refunds on these items, except where required by law.
For non-personalised products, your statutory rights apply. Please contact us for return instructions via our Contact Us page or at admin@thecraftygiraffe.co.uk.
Please note:
- Customers cover return shipping costs using a traceable method.
- Refunds are processed within 14 business days of receipt, credited to the original payment method (may take additional 5 days for cards).
If your item is faulty or incorrect, contact us within 14 days of receipt for a replacement or refund.
To cancel an order, contact us ASAP. If your order has already shipped, you’ll be responsible for return shipping.
Lost or Non-Arrival of Orders
Orders should arrive within 5 business days after the shipping confirmation (up to 8 days during busy seasons). If your order hasn’t arrived after 5 days, please contact us with your order number.
Orders undelivered after 15 business days will be considered lost. Contact us within 21 days of shipping confirmation to be eligible for a refund; after that, store credit may be offered.
Double-check your shipping address when ordering, as incorrect details are a common cause of delays.
Damaged Items
If your order arrives damaged or faulty, please contact us immediately.
Copyright
All content on this website is protected by copyright and other intellectual property laws. You may not copy, distribute, or modify any material without explicit permission.
Contact Us
For any questions, please email: admin@thecraftygiraffe.co.uk
Last updated: 1 July 2025
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