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. (BFPO can be a few more working days due to added processes.)
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.
US Tariffs: Tariffs are based on where the product is manufactured not where it is sent, our products are made in a variety of places so charges can vary. We reccommend you check with the official US Government documentation for specific costs potential. If you need to know where an item is made, please contact us.
International Returns: We do not offer discretionary international exchanges or returns. This does not affect any statutory consumer rights that apply to your purchase. EU consumers should see our Right of Withdrawal information below.
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. Check Royal Mail website under International Tracked to your destination for their estimate or check the tracking information supplied.
EU Customers – Right of Withdrawal:
Customers in the European Union may have a legal right to withdraw from an eligible online purchase within 14 days of receiving their order.
To exercise your right of withdrawal, please use our Withdraw from Contract form below.
Please see the withdrawal page for full details, eligibility, exclusions and instructions for returning your order: EU Right of Withdrawal page
BFPO & Military camps:
We are currently trialling a new system to send to BFPO addresses. With it being a new system, plus the added admin required please allow a few more working days for processing in addition to the normal timeline explained above. When entering your BFPO address, please ensure all available fields are completed with as much information as possible to increase the chances of it arriving. We still suggest you get it sent to a UK address for forwarding or when you return. Any additional fees incurred for customs or taxes will be the responsibility of the customer. Military camps we 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.
Silkies Returns/Exchanges:
Due to the intimate nature of Silkies and the fact that they are designed to be worn without underwear, Silkies are supplied in sealed packaging for health protection and hygiene reasons.
Please check that you have received the correct product and size before opening the sealed packaging.
Where applicable, unworn Silkies may be returned in accordance with our returns policy provided that the hygiene packaging remains sealed and intact.
Once the hygiene seal or sealed packaging has been opened or broken, we may be unable to accept the item for return or exchange for health protection and hygiene reasons, in accordance with applicable consumer law.
This restriction does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise not as described.
Returns:
The following returns process does NOT include Silkies. Please see Silkies Return/Exchange section.
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.
We recommend that all returns are sent TRACKED but NOT signed for postage, in packaging 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 returns process does NOT include Silkies. Please see Silkies Return/Exchange section.
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 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. E-Gift cards are not valid for any sale or code. Any discounted or sale items apply to the above returns/exchange policy. Any refunds issued will be at the price at time of purchase.
E – Gift Cards:
Gift cards are available for purchase at set values and are valid for a period of one (1) year from the date of purchase. After the expiration date, any remaining balance will be forfeited and the card will no longer be accepted. Gift cards are non-refundable and cannot be returned, exchanged, or redeemed for cash. No sales, promotions, or discounts apply to the purchase of gift cards. Lost or stolen gift cards will not be replaced, so please treat them like cash. Use of a gift card constitutes acceptance of these terms and conditions.
Return address:
Gibraltar Trading Co.
Unit 4 Pipewell Road Industrial Estate
Pipewell Road
Desborough
Kettering
Northamptonshire
NN14 2SW
*PLEASE NOTE: Due to Silkies being sold to be worn without underwear for hygiene reasons we cannot accept exchanges.
Withdraw from Contract form:
Use this form to exercise your withdrawal right under applicable EU consumer protection law. Submitting it registers your request and we will confirm by email; it does not by itself mean the withdrawal is accepted.
Your withdrawal is subject to the legal deadlines and conditions: the 14-day period (for goods, counted from delivery; for digital content, from the start of the download) and the statutory exceptions to the right of withdrawal. We verify these before confirming, so submitting a request does not by itself guarantee its acceptance.
Model withdrawal form (Annex I.B of Directive 2011/83/EU)
Complete and return this form only if you wish to withdraw from the contract.
To:Gibraltar Trading Co.
Unit 4 Pipewell Road Industrial Estate
Pipewell Road
NN14 2SW Desborough
United Kingdom (UK)
Email: [email protected]
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods / for the supply of the following service:
______________________________________________________________
Ordered on / received on:
______________________________________________________________
Name of consumer(s):
______________________________________________________________
Address of consumer(s):
______________________________________________________________
Signature of consumer(s) (only if this form is notified on paper):
______________________________________________________________
Date:
______________________________________________________________
Source: Annex I, Part B of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.