Use of the www.grandmaspuppetshop.co.uk website and purchases made via our website are deemed to be at the acceptance of our Terms and Conditions as stated.
Orders placed via our website are only accepted and processed after payment has been made in full via credit/debit card.
We accept payment by PayPal only. A PayPal account is not required to send a payment via PayPal.
We endeavour to dispatch all orders no later than the next working day. However, in exceptional circumstances, your order may take longer. In all cases where this happens we will contact you via email to keep you informed.
In exceptional circumstances it might not be possible to fulfill an order. Where this is the case, a full refund will be made to your payment card and we will notify you of the reason why we are unable to accept your order.
Orders are shipped via the myHermes courier. Expected delivery time is 1-2 working days from the date of despatch.
Occasionally parcels are delayed or go astray in transit. Please allow 5 working days from despatch before reporting a parcel as lost.
We do everything we can to ensure your delivery reaches you on time, however we are reliant on our couriers to achieve this. We do not offer compensation for any inconvenience caused by late arrival of your order.
We accept returns of products provided that the item is in sale-able condition and (where applicable) the manufacturers seal is still in tact. Please return the item in the original packaging used by us. Upon receipt, the item will be inspected and where it is in acceptable condition, a refund issued for the value of the item. The cost of return postage is the responsibility of the customer and will not be refunded. Proof of postage is not proof of receipt.
In the event of a product being damaged in transit please contact us. We will replace or refund the product at our discretion, however, we offer no compensation for any inconvenience caused.