Terms & Conditions
Our website is set up to use a secure payment gateway for debit and credit cards or paypal.
Once your order has been placed and full payment received, we will start to process your order.
All our prices include VAT are quoted in £.
Timescales and Delivery
Our orders have a 5-7 working day turnaround, depending on the item.
Yet many of our items are dispatched within 48 hours but during busier times (Christmas, Mothers day etc) this may exceed 48 hours and fall within the 5-7 working day turnaround.
Delivery times - The majority of our items are sent via Royal Mail 2nd class signed and tracked delivery, please allow 3-5 working days for your delivery to reach you once dispatched, This can be a little longer during busier times.
Our smaller items (pencil cases are sent 1st class recorded and signed for). Larger items are sent via courier.
All orders will be updated with a tracking code once dispatched.
All orders regardless of price or size will require a signature on delivery.
If you need an order before a certain date please contact us prior to ordering to see if we can help, we usually can.
You (the customer) are responsible for ensuring the correct delivery address has been given at the time of ordering, we can not be held accountable for an order not received if the address has been given incorrectly.
We can delivery to a different address, that is not your billing address, however this must be specified at time of ordering.
If any order has been returned to us, due to an incorrect address, not collecting from your local sorting office after a failed delivery attempt or not rearranging a courier delivery, we reserve the right to charge to ship your item back to you.
Royal Mail does not deem a parcel as lost for 10 working days (UK), if you believe your parcel has been lost please contact me so I can gather the information Royal Mail will require for me to proceed with the claim once 10 working days has passed.
The upmost care is taken to ensure each order is packaged safely and securely, however if in the unfortunate instance your order does not arrive as it was sent, and its damaged in transit please contact us within 24 hours of receiving your order, so please check your order on arrival. If you do receive a damaged item please contact us with a picture of the item (so we can take the claim further with the delivery company) and arrange a replacement for you.
This policy does not apply to personalised goods, which are exempt from the right to cancel.
If you need to cancel your order for non-personalised items you will need to do so within 7 working days.
Where items have already been created and dispatched you must return them in accordance with the Returns policy below.
Returns and Refunds
If you are not completely satisfied with the goods, simply get in contact with us either via the contact page
Personalised/Custom orders cannot be refunded or exchanged unless we have made the error. Any personalised items must be sent within an email/message and it is the buyers' responsibility to ensure accuracy of spelling and correct details are given
The item is your responsibility until it reaches us. For your own protection, We recommend that you send the parcel back to me using a delivery service that insures you for the value of the goods, as we cannot be held responsible for items damaged or lost in the post.
Your rights to return the goods to me will not apply in the following circumstances:
Any products that we have made are personalised or customised specifically for you
If you have made a spelling mistake on your order and your order is already being processed.
If you return an item because it is defective, I will happily refund the full value of the item and your costs in returning it to me.
By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have changed your mind or have ordered an incorrect size.
The upmost care is taken to ensure each order is packaged safely and securely, however if in the unfortunate instance your order does not arrive as it was sent, and its damaged in transit please contact us within 24 hours of receiving your order, so please check your order on arrival. If you do receive a damaged item please contact me with a picture of the item (so we can take the claim further with the delivery company) and arrange a replacement for you.
If the item you received is faulty, please contact myself quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. I will then advise on how to proceed with the return. Refunds cannot be given if the fault is as a result of misuse.
The colour of the product you receive may not match the colour as displayed by my website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.
Our Items are not toys. They are intended for home decoration only.
Legal Disclaimer and Copyright
Once your order has been completed I will photograph the item/s for advertising and dispatch purposes. These pictures may at times be used for advertising purposes. All items and images used on our website are the intellectual property of Pink Gorilla Crafts.
1. Information Pink Gorilla Crafts Collect
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. There may be occasions where additional information is required, example a personalised item, whereby further names or dates of birth may be required to add to your order if you have requested.
The information is stored on a password protected computer and/or mobile phone and/or downloaded printed order forms that are stored in an office with a secure locked cupboard.
When using Etsy or our website we do not see your credit card details, and do not store this information. As payment is made via a third party.
2. Pink Gorilla Crafts will use your personal data for the following reasons
The data provided will be to fulfil your order, dispatch your order and provide customer support
For management, auditing and tax purposes of the business operations including accounting
3. Information Pink Gorilla Crafts may Share and Disclosure
Information about my customers is important to my business, and I may share information with the following third parties for the purposes listed:
My website host, I share information as necessary to provide you my services and comply with my obligations.
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Governmental and regulatory bodies such as HMRC
4. Data Retention
5. Transfers of Personal Information Outside the EU
We’re based in the UK but sometimes your personal information may be transferred outside the EU as our information may be backed up on icloud or google cloud which is privacy shield certified. If we do so we’ll make sure that suitable safeguards are in place
6. Your Rights under data protection Laws
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information.
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of EU data protection law, I, Samantha Sully, am the data controller of your personal information. If you have any questions or concerns, you may contact me at firstname.lastname@example.org