FAQ
Payment and Shipping
We accept most debit/credit cards, including Visa, Mastercard, Switch, and Maestro. PayPal account payments are also accepted. Delivery is included and we currently ship within the UK only, sent via Royal Mail second class mail, usually arriving within 48 hours of shipping, but can take up to 7 working days. Larger orders may be sent via Courier. All delivery times quoted are subject to stock availability, delivery location and adverse weather conditions.
We do not deliver to Post Office (P.O.) or BFPO boxes.
Pre-Orders
Pre-order is our service that lets you order a product before the official launch date and the following conditions apply:
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Delivery -
We aim to deliver pre-ordered products as close to the official launch date as possible.
Standard Delivery timelines will apply from the moment the pre-ordered product is available.
We will endeavour to deliver on the launch date, however, should there be any unforeseen circumstances we will deliver to customers in strict chronological order which may be after the launch date. This includes, but is not limited to, shipping delays from the manufacturer due to adverse weather, items being held in customs and manufacturing issues.
In the event of a shipping delay we will endeavour to contact you as soon as possible to advise, but this is not always possible.
Payment -
Payment will be taken as soon as the order is received.
Shipping -
Pre-ordered products are shipped separately.
If pre-orders are placed at the same time as regular orders, your online order status and shipping confirmation emails may include the pre-order.
Cancellation -
You are able to cancel your pre-order at any time up to the point it has been shipped to you. After this point you should follow our general Online Returns & Exchanges Procedure.
In the event of supplier allocation and our order numbers being reduced we will work on a 'first come, first served' basis and pre-orders will be fulfilled in the order they were placed. Your pre-order purchase is also subject to our General Terms and Conditions.​
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Returns & Refunds
If you need to return a product purchased from The Gentle Giant then you have 14 working days to do so. The returned goods must be in a resalable condition and any goods or accessories that accompany the returned product must be included. The goods should also be returned unopened in their original box & packing. Return shipping will be paid for by the customer. We also suggest you obtain a proof of posting certificate or use a traceable postal service with the appropriate level of compensation, should you be concerned that your parcel maybe lost, or damaged in transit to us.
If the return is due to missing or faulty parts then we will offer a full refund or replacement provided we are aware of this within 7 working days.
Any refund, which is due to a fault or other defect, will include a refund of the applicable delivery charge.
Please use the “Contact Us” section on our website for returns authorisation.
This returns policy does not affect your legal rights.
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Cancellation of Orders
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You are able to cancel your order prior to shipping with no cost penalty being incurred providing the order hasn't started the processing and charging stage.
We are unable to cancel orders once the processing has begun. You can cancel an order by using the “Contact Us” button stating you wish to do so, please include your order number.