Refund Policy

We have a 7-day return policy, which means you have 7 days upon receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@girafgiraffe.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@girafgiraffe.com.

Damages and issues
We do not accept returns or exchanges unless the item you purchased is defective. Please inspect your order upon reception and contact us immediately (within one week) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Kindly note that details/photos of the product and the defect MUST be enclosed for our evaluation.

We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refund for Undelivered Item

It usually takes around 2-4 weeks to arrive unless remote destination or festival season or situational limited flight schedule, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order or a replacement will be sent again under the agreement.

In cases that you did not receive your order after 2 months or 8 weeks, please email us immediately to address your concern accordingly.  Failure to do so within 3 months, or 90 days from the date of purchase will void your right to claim for any refund or replacement.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.