Returns, Refunds and Cancellations

Cancellations

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Once an order has been placed you can cancel your order and receive a full refund. This MUST be done within 14 days of placing your order. If you wish to cancel please email gellypopsnails@gmail.com with your name and order number. You must let us know the you wish to cancel your order via email within the 14 days, otherwise your cancellation will not be accepted and you will not be issued with a refund. Where items have already been dispatched, you will need to return items unopened and in original packaging within 14 days of your cancellation being acknowledged by us to receive a full refund. Returns for cancellations are sent at your own cost. Returns need to be sent to 85 Stonecote Ridge, Bussage, Stroud, Gloucestershire, GL6 8JY

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Faulty Items

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Rarely, an item may be faulty. If your item arrives and it is faulty, please send pictures along with your order number to gellypopsnails@gmail.com 

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If your return is accepted we will pay for postage. This is for faulty items ONLY.

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You may be offered a replacement item depending on stock levels. Whether you accept the replacement or choose a refund is your preference and will be discussed via email if applicable. 

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Refunds

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Once refund items have been received we will ensure that the item meets our return policy. 

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Reminder - items need to be sent back unopened and in original packaging otherwise a refund will not be processed. If an item is faulty we do not require you to send it back.

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If a refund is agreed, refunds will be issued to the method of payment used when placing the original order. You should receive your payment back within 5 business days. The time taken to process refunds can vary between banks and credit card companies. If you have not received your refund within 14 business days please contact us at gellypopsnails@gmail.com so that we can investigate fully.