Refund policy

We have a 14 day return policy, which means you have 14 days after receiving your item to return the item. You must request the 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 if bought in store.

To start a return, you must  contact us at info@storkinthecity.co.uk requesting to return item(s) and providing the reason for the return. If you return Items sent back to us without first requesting a return it will not be accepted. 

You can always contact us for any return question at info@storkintjecity.co.uk***During Busy Periods**** If you don’t receive an email response within 24 hours, you must call us on Tel: 07850 460778.

Please note we always take videos and images to record the serial numbers and appearance of our Jellycat gifts and labels.  This is required to combat previous attempts by customers to swap out bonefide Jellies for counterfeit goods sourced elsewhere. 

We do not send free returns labels for refunds the onus on the return postage rests with the customer. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items like custom products, such as special commissioned orders or personalised items cannot be returned. Please check all spelling on personalised items prior to submitting your order. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items. Items returned on a gift card purchase will be refunded to a gift card.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 immediately.  Please remember it can take some time for your bank or credit card company to process and post the refund too.

Payment processing fees associated with orders will be deducted from the refund amount.  We are a small business and cannot absorb these fees, and the loss has to be absorbed by the customer cancelling the order. 

Cancelled Orders

When a customer requests to cancel an order we will of course oblige, providing the order has not already been shipped.

Personalised items cannot be cancelled when the personalisation is already underway. 

Customers must call us directly to cancel an item where personalisation has been requested of cards or embroidery. We are a small business and cannot check emails whilst manufacturing or embroidering items. Out telephone number is M:07850 460778. Please email and follow up with a call if you do not receive an immediate response.