Refund policy
We offer a 30-day returns policy, which means you have 30 days after receiving your item to request a return. This is in addition to your statutory rights. Where you exercise your statutory right to cancel, you then have 14 days from telling us that you wish to cancel to return the goods to us.
To be eligible for a return under our 30-day returns policy, items should be returned in their original condition and should not have been worn beyond what is reasonably necessary to try them on and check the fit. Please return items in a clean, resalable condition and, where possible, in their original packaging.
You are entitled to handle and try on an item as you would in a shop. We may make a deduction from your refund if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, and this has reduced its value. This does not affect your statutory rights.
To start a return, please contact us at hello@sillysquirrel.co.uk within 30 days of receiving your order. Please include your order number and the item(s) you wish to return.
If you are returning an item because you have changed your mind, ordered the wrong size or no longer want the item, you will normally be responsible for the cost of returning it to us.
If an item is faulty, damaged, not as described, or we have sent you the wrong item, please contact us before returning it. Where we are responsible for the return, we will provide appropriate return instructions and cover reasonable return costs.
Once you have contacted us about your return, we will provide instructions on how and where to return your item. Please do not send returns without contacting us first.
Returns should be sent to: 58 Herbert Street, Plymouth. PL2 1RX.
We recommend that you obtain and keep proof of postage when returning an item to us. You can always contact us for any return question at hello@sillysquirrel.co.uk
Damages and issues
Please check your order when it arrives and contact us at hello@sillysquirrel.co.uk as soon as reasonably possible if your item is damaged, faulty, not as described, or if you have received the wrong item. Please include your order number and, where possible, photographs showing the issue so that we can assess it and put things right.
If an item is faulty, damaged, not as described or incorrect, we will provide an appropriate remedy in accordance with your statutory rights. Where we are responsible for the return, we will cover reasonable return costs.
Nothing in this policy affects your statutory rights.
Cancelling an order
You have a statutory right to cancel most online purchases. For goods, the cancellation period ends 14 days after the day you receive your order. You may also cancel before your order has been dispatched or delivered.
To cancel, copy and paste the cancellation form below into an email, complete the relevant details and send it to hello@sillysquirrel.co.uk
You do not have to use this exact form or wording; any clear statement telling us that you wish to cancel your order is sufficient.
If your order has already been dispatched when you cancel, you may need to return it to us in accordance with the return instructions above.
These cancellation rights also apply to our standard preorder products unless a legal exception applies. Purchasing an item as part of a preorder does not, by itself, remove your statutory cancellation rights.
Cancellation form: Copy and paste into your email
To: Silly Squirrel
Address: 58 Herbert Street, Plymouth, PL2 1RX
Email: hello@sillysquirrel.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Exceptions / non-returnable items
At present, our standard clothing products are eligible for return in accordance with this policy.
If we introduce personalised or other products that are legally exempt from cancellation rights in the future, any applicable restrictions will be clearly explained on the product page before purchase.
This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to your legal rights.
Exchanges
We don't currently offer direct exchanges. If you'd like a different size or item, please return your original item in accordance with this policy and place a new order for the item you would prefer.
As some Silly Squirrel products may be produced in limited quantities or as part of a preorder drop, we cannot guarantee that another size, colour or style will still be available.
Refunds
Once we receive your return, we will inspect it and process any refund due in accordance with this policy and your statutory rights.
Where you exercise your statutory right to cancel an online order, we will refund the amount paid for the returned goods and, where required by law, the cost of our standard delivery service. If you chose a more expensive delivery option, we are not required to refund the additional cost above our standard delivery charge.
Refunds will be made to the original payment method unless otherwise agreed with you.
Where applicable, refunds will be made within 14 days of receiving the returned goods or, if earlier, within 14 days of you providing evidence that the goods have been sent back to us.
Please remember that your bank or payment provider may take additional time to process the refund after we have issued it.
If you have any questions about a refund, please contact hello@sillysquirrel.co.uk