Joolz Greetings Card

We want you to love your purchase! This policy explains your rights to return items or request a refund, in line with UK consumer law. Nothing in this policy affects your statutory rights.

1. Your Legal Rights (Faulty, Damaged, or Incorrect Items) Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, as described, and last a reasonable length of time. If an item is faulty, not as described, or damaged on arrival, you are entitled to a repair, replacement, or full refund (including original delivery costs).

For most issues within the first 6 months, we assume the fault was present at delivery unless proven otherwise.

Contact us as soon as possible (ideally within 30 days) at thecreatures@followthecreatures.com with photos/details if possible — we'll arrange collection or a return label where needed and process your refund/replacement quickly.

2. Cooling-Off Period (Change of Mind) – Online Orders. For purchases made online or at a distance, you have the right under the Consumer Contracts Regulations 2013 to cancel and return most items for any reason (or no reason) within: 14 days from the day after you (or someone you nominate) receive the goods to notify us of cancellation.

Then another 14 days to return the item(s) to us.

This applies to paperback books, t-shirts, greetings cards and beanie hats, provided they are returned unused, in original condition, with all tags/labels attached, and in original packaging where possible. Exceptions (non-returnable under change-of-mind rights): Items that have been personalised or custom-made.

Sealed items unsealed for hygiene reasons (if applicable).

3. Return Process. To start a return (change of mind or faulty), email us at thecreatures@followthecreatures.com or use our contact form within the relevant timeframe. Include your order number and reason.

We'll provide instructions and, where required, a returns label or collection details.

Return items to: Summit House

4-5 Mitchell Street

Edinburgh

EH6 7BD

You are responsible for return postage costs for change-of-mind returns (unless the item is faulty/damaged/incorrect, in which case we cover it).

We recommend using a tracked service and keeping proof of postage.

4. Refunds: Refunds will be issued to your original payment method.

We process refunds within 14 days of receiving the returned item(s) (or proof of postage for faulty items).

For change-of-mind returns, we refund the item price but not the original delivery charge (unless the whole order is returned).

We do not deduct any restocking fees for standard returns in good condition.

5. Important Notes: Items must be returned in a resalable condition: unworn/unused (for apparel), undamaged, with tags attached, and in original packaging if possible. We may refuse or offer a partial refund if items are damaged due to customer handling.

If an item arrives damaged in transit, notify us within 7 days for quickest resolution.

For any questions or issues, please contact us at thecreatures@followthecreatures.com — we're here to help!

Thank you for shopping with us. We appreciate your understanding and aim to make the process as smooth as possible.​

Last updated: February 2026

We aim to get your order to you as quickly and reliably as possible. All orders are processed and dispatched from the UK.

Processing Time: Orders are usually processed within 1–2 business days (Monday to Friday, excluding bank holidays).

We pack and ship your items (paperback books, t-shirts, and beanie hats) once payment is confirmed.

During busy periods (e.g., holidays), processing may take up to 3 business days.

Shipping Options and Delivery Times (UK Mainland): We use reliable carriers such as Royal Mail or similar services for most orders. Standard Shipping — £3.95–£5.95 (depending on order size/weight)

Estimated delivery: 2–4 business days after dispatch.

Tracked / Express Shipping — £6.95+ (optional upgrade at checkout)

Estimated delivery: 1–2 business days after dispatch (Tracked 24/48 or similar).

Delivery times are estimates and start from the dispatch date. Most UK orders arrive within 3–5 business days total. Free Shipping — We offer free standard shipping on orders over £15 (UK mainland only).

Remote Areas: For orders to the Scottish Highlands & Islands, Northern Ireland, Isle of Man, Channel Islands, or certain other postcodes (e.g., IV, HS, ZE, BT, IM, GY, JE), an additional surcharge may apply (typically £5–£10). This will be shown at checkout.

International Shipping: We currently ship only within the United Kingdom. If you're outside the UK and interested in international options, please contact us at thecreaturefollowthecreatures.com — we may add this in the future.

Order Tracking: Once your order ships, you'll receive a confirmation email with tracking details (where available). You can track your parcel directly via the carrier's website.

Important Notes: We pack items securely to arrive in perfect condition (books in protective wrapping, apparel folded and bagged).

Delivery times exclude weekends, bank holidays, and any delays caused by the carrier or extreme weather.

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If your order is delayed or lost, contact us within 30 days of the estimated delivery date — we'll help resolve it quickly.

For any issues, please email thecreatures@followthecreatures.com or use our contact form.

We appreciate your understanding and are here to help make your shopping experience enjoyable!

Last updated: February 2026