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Our Return Policy

Everything You Need to Know

Unwanted items

Ostrich and Owl is happy to accept back any unwanted items supplied to consumers for refund, within 28 days of purchase, providing the following terms are met:

  • All packaging must be intact so that the item is in a re-saleable condition.

  • You are able to provide a valid proof of purchase – this can be your confirmation email or the invoice/packing note inside your delivery parcel.

  • Return postage costs are covered by the customer (please also note that your original postage charge will not be included in the refund).


Faulty items

If you have bought an item from us that proves to be faulty, please let us know as soon as the fault becomes apparent so we are able to help.

You must be able to provide a valid proof of purchase – this can be your confirmation email, or the invoice/packing note inside your delivery parcel.

We reserve the right to test the product before accepting it back for refund or replacement.

We will accept back our electronic toys within a reasonable period of time – up to 90 days – and offer a repair, replacement or refund (either full or partial depending on usage).

Exchanges

We are unable to process exchanges of one toy for another.


Christmas Returns

Even if Santa makes a mistake and delivers the wrong present, don’t worry! Any purchase made between 1st October and 24th December 2022 can be returned up until 21st January 2023, with a valid gift receipt (subject to normal terms and conditions). For any product queries, contact our Customer Service team using the contact us details below.

How to return

When you send your return to us, please remember to enclose your full contact details and order number. Please allow up to 2 weeks for your return to be processed.

Please send your return to 90a Cromwell Road, Hove, BN3 3EG, UK

Deliveries

Deliveries are priced by weight of items, all items sent Royal Mail 2nd class signed form.


Standard Delivery

  • Delivery in 3-5 working days (excluding weekends and bank holidays)

For deliveries outside the UK please contact us first.

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