Skiing Glacier Penguin

Store Returns 

You may return any unsuitable items purchased in our stores back to our stores within 28 days of purchase. Items must be returned in their original condition with all tags attached. Unfortunately we are unable to accept online returns in our stores. 

Online Returns 

Online orders cannot be returned to a store. If you need to return items to us, you will find instructions on the reverse of your order paperwork, which is included within your parcel. Unfortunately, we are unable to action exchanges and we ask that you re-order the items you require.

You may return items through the Post Office using the pre-paid returns label in your order. Returns must be made within 28 days of receipt, must be in their original condition with all tags attached and must include the fully completed returns slip.

Faulty items

We only want to deliver top quality goods to our customers, so if you find that something in your order is defective or faulty, please return the item to us within 28 days of receiving your parcel. If you contact our Customer Service department, please provide the following details: your name, order number, contact number, product code/name and the issue with the faulty item. We can then organise for the goods to be replaced if required.

Incorrect item

We sincerely apologise if you receive an item you did not order. Please return the item to us within 28 days of receiving your parcel. If you contact our Customer Service department, please provide the following details: your name, order number, contact number, product code/name and description of the incorrect item. We can then organise for the goods to be replaced if required.

When you will receive your refund? 

We will process your returned goods onto our system within 5 working days of receipt of your parcel and at the same time you will receive your credit note by email. 

We make repayments within three days of receipt of your parcel.  Please be patient, it usually takes between 5 to 10 working days for the refund to be credited to your account.  The time varies depending on which bank or card issuer you have.  We will credit your refund to the same credit card you used when placing the order.