UK Shipping:
To estimate when your item will arrive please take into consideration the processing time and delivery option selected.
After you place your order we aim to process all items within 1-2 working days, during busy periods this can be slightly longer.
You will receive a dispatch email. (Please check your spam/junk folder) All deliveries are sent out by Royal Mail*.
Default shipping or ‘Free Delivery’: Sent by Royal Mail Tracked 48 with an estimated arrival of 2-3 working days.
Optional (Paid) Tracked 24 Service: Sent by Royal Mail Tracked 24 with an estimated arrival of 1-2 working days.
With the 24 or 48 Tracked or Free Delivery service, you should receive an email and/or a text with your tracking information after the item has been processed on the system.
*Shipping Charges/Estimates: Royal Mail give these estimates as a framework and are not guaranteed. We do our best to keep shipping costs as low as possible while also giving an efficient service, if at any time you have an issue or delay in your order arrival please contact the email below.
International Shipping:
All import duties, taxes and customs charges are the customer’s responsibility in the receiving country.
Exchanges/ Returns: No international returns or exchanges will be possible. Defects in products will still be refunded/ replaced if eligible.
All orders are sent with Royal Mail International Tracked. For pricing enter your delivery address at checkout.
Shipping time frame: Royal Mail gives time estimates depending on destination country from 7 days up to a few months so please keep this in mind when ordering.
BFPO & Military camps:
We currently do NOT ship to BFPO addresses. Due to a change in Royal Mail processing of BFPO addresses, we have received a large number of these items being returned. We suggest you get it sent to a UK address for forwarding or when you return. Military camps we DO ship to, however, this is done at your own risk due to the unreliability of the MOD mailing systems. If your order is returned to us we will resend it to a UK address but may ask for an additional postage fee to help cover the forwarding cost.
Returns:
If you would like to return an item* please return it to the return address located below. We request that you include a note within the package stating your order number and reason for return. Without this, the return and any refund may be delayed. It is also requested and recommended that you send an email to [email protected] with the same information.
*PLEASE NOTE: Due to Silkies being sold to be worn without underwear for hygiene reasons we cannot accept exchanges. If you are unhappy with your silkies please email the above email address as faulty or damaged goods will still be refunded as per our policy.
We recommend that all returns are sent tracked postage, in a parcel that is equivalent to or better than the packaging the item arrived to you in. If the item arrived with any specific packaging or attached labels these must be returned attached or this may affect your refund options. Any free gift in the order you are welcome to keep.
Damaged or faulty goods:
If an item arrives damaged or faulty, please email [email protected] with photos of the issue. We will then offer a refund or replacement if the stock is available. Depending on the fault the item may be requested to be returned. If this is the case it will be done so at the cost of GTC and not the customer, if the item is not requested then the customer is asked to recycle or reuse it however possible to reduce the further impact on the earth.
Exchanges of size:
The following exchange process does NOT include silkies. As silkies are sold to be worn without underwear they are not accepted as an exchange once they leave GTC for hygiene reasons.
Due to the speed our stock sells out exchanges of size are not always possible. If the replacement size is not available then we would refund the order at the price paid when the above return procedure is followed.
If you would like to exchange sizes (NOT INCLUDING SILKIES) within 30 days of purchasing. Please email [email protected] with your order number and the items you would like to exchange including the sizes. BEFORE you return the item. If the requested new size is available then the team will reserve that item for up to 5 working days. They will then reply to your email to confirm and request you follow the return procedure above. On the note please reference you want to exchange sizes as this could help reduce delays in processing. As soon as the item is received and checked by the team the new size will be sent out. The tracking information for the replacement order will be emailed to the email used to contact GTC. (Please check junk/spam for replies).
PLEASE NOTE:
If you would like to exchange an item due to size after the 30 days then please email above and we will treat every situation case by case.
If your requested new size is not in stock then we will advise you to follow the above return information for a refund and advise you when a restock is expected for you to re-purchase.
Discount codes / Sale items:
Any discount codes used are not valid on items already discounted and only one code is to be used per order. Unless otherwise stated. Any refunds given against orders using codes or sale items are done so at the rate paid.
Return address:
Gibraltar Trading Co.
14 Nansen Close
Rothwell
Northamptonshire
NN14 6TZ
*PLEASE NOTE: Due to Silkies being sold to be worn without underwear for hygiene reasons we cannot accept exchanges.