Please browse through our FAQs to answer all your questions.
When can I contact you?
You can contact us on +44 (0)1372 842342 (10am to 3pm Mon to Fri).
What days and times can I place a phone order?
You can place an order between 10am to 3pm (Mon to Fri) on +44 (0)1372 842342 or online 24 hours a day 7 days a week.
How can I order a personalised item?
Personalised items can be ordered online or over the phone.
How long do personalised items take to arrive?
Any item that has been personalised may take up to 7 - 10 days. However, please refer to the individual product description for detail on lead times.
Can I add an extra item to my order?
If you wish to add an item to your order, you can add it provided it has not already been packed and shipped. Please phone us to check so that we can amend your order and take payment for the additional items as we do not store your card details or have access to the card details for security reasons.
Do your prices include VAT and what happens if VAT charges do not apply?
All prices are quoted in GBP (Great Britain Pounds Sterling) and include VAT (Value Added Tax). All payments are taken in GBP.
How do I take advantage of any promotional codes?
If you have a Promotion or Media code you simply need to enter this at the checkout and this will calculate any discount available at that time. Please note that only one promotional offer can be used at any one time and these do not apply during Sale periods or on Clearance products that have already been discounted.
Can I use more than one promotional offer at a time?
Only one promotional offer can be used at any one time and these do not apply during Sale periods or on Clearance products that have already been discounted. If a promotional offer has automatically been added or you would like to use another discount promotion, you can remove this from your basket as part of the checkout process.
Can I order an item that is temporarily out of stock?
If something is temporarily out of stock, it can be ordered over the telephone provided it is due to be back in stock within one month. Any out of stock items cannot be ordered via the website.
If I send an item as a gift, will the prices be displayed on the invoice?
If you add a gift message at the time of purchase, we automatically remove the prices so that these are not shown.
Which delivery companies do you use?
We use Royal Mail for all of our orders.
What are your delivery charges and timescales?
The postage charge is £4.95 for standard delivery. This is 5-10 working days. Please note that the postage charge will only be made once, even if an order is part-shipped due to an item being back-ordered. Please check all goods on receipt as any damaged or faulty goods need to be reported within 7 working days.
Can I choose a different delivery address to the billing address?
Yes, it is possible to choose a different delivery address to the billing address. This may be done at the checkout.
Can I track my parcel?
We use Royal Mail for all of our parcels. Unfortunately it is not possible to track these Royal Mail parcels, so please let us know if you have not received it after 10 working days.
Can I order items to be sent outside the UK?
No at this point in time we are only able to ship to UK destinations.
What is your policy on returns?
In the unlikely event that a parcel arrives damaged or faulty or you wish to return it, you must contact us within 7 working days of receiving the parcel on +44 (0)1372 842342 Mon - Fri 10am-3pm or by email at returns@elephanttradingcompany.com. Please note that all items need to be returned within 30 days complete and in a reasonable condition and that personalised/made to order products may not be returned unless faulty. Where possible we would ask that you return the item(s) with the original packaging. This does not affect your statutory rights.
With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage. Once you have contacted us, please ensure you obtain a Certificate of Posting, when returning items, in case for whatever reason the parcel(s) fails to reach us - simply call +44 (0)1372 842342 during office hours and we will be able to advise you.
Elephant Trading Company
Returns
27 Twinoaks
Cobham
Surrey
KT11 2QW
Telephone: +44 (0)1372 842342
How do I return items to you?
Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage
