FREE UK delivery with orders over £60
We Have Built Four Kids Campuses Worldwide
Possible Delivery Delays due to Covid-19
FREE UK delivery with orders over £60
We Have Built Four Kids Campuses Worldwide
Possible Delivery Delays due to Covid-19

F.A.Q

Products & Ordering

What size should I order?

For information on our sizing, please click here.

 

Will the item I want be back in stock?

If an item is temporarily out of stock, you can register to be contacted when an out of stock item comes back. This can be done when clicking the ‘email me when back in stock’ button on the items product page. You will be asked to submit your contact details, and will be emailed when the item is back in stock. You will not be contacted for any other purpose, unless you have opted otherwise.

If you receive a notification, we are unable to guarantee when or for how long the item will be back in stock for - so we recommend that you purchase as soon as possible to secure your item.

Can I pre-order items?

If an item is badged with a ‘pre-order’ label, it is possible to order this item prior to it coming into stock.

To pre-order an item, you must purchase it as you would any other item, and the item will be dispatched as per the date displayed on the product page. We will contact you if there are any delays.

If there are other items in your order, these may be shipped separately.

Can I amend my order once it is placed?

To amend an order, please contact hello@gandyslondon.com as soon as possible. If the order has already been processed it might not be possible to amend it.

Delivery

How much is delivery?

  • UK Standard Delivery- £3.95 for orders under £60
  • FREE UK Standard Delivery on orders over £60
  • UK Next Day Delivery - £5.95
  • US Standard Delivery - £4.95
  • Rest of the World - Varies by country & address

Where do you deliver to?

We currently deliver worldwide, however there are some countries that are not as easy to get to. If an order is placed for delivery to one of the countries outside our reach, you will be notified by email as soon as possible.

Please note: We are unable to ship to PO Box addresses.

Shipping to Russia: If you have placed an order to be delivered to Russia we ask you if you could provide a business address and not a personal address for delivery, due to DHL shipment rules. Once provided, we can get the parcel sent out to you straight away!

Where’s my order?

Please note due to the ongoing pandemic, we are still fulfilling orders on time. However, some of our courier partners are experiencing delays.

Orders for the US, UK and Europe typically arrive within 1-3 working days from the day you receive your dispatch notification. Orders for the rest of the world may take up to 6 working days. Please contact hello@gandyslondon.com if you require further help tracking your order.

Please note: Parcels that are signed for will be deemed as received by the customer and are out of our control. We use trusted third party logistics companies to deliver our goods. If any issues arise, please contact our customer service team who will be able to advise you further.

My order is late, can I cancel it?

Although we endeavour to get all deliveries to you on time, we understand that sometimes deliveries are late. If you wish to cancel a delivery before you receive it but after the 12 hour period, due late arrival, please email ‘hello@gandyslondon.com’ quoting your order reference number, the date the order was placed and your name. We will review the order to find out where your parcel is. However, we will not be able to refund your account until you have either received the item and returned to us, or it has been returned to us by the courier partner.

Returns, Exchanges & Cancellations

 

I'm ordering my item as a christmas gift, can I return it?

All orders are entitled to a full refund if returned within 30 days of receipt.

Over the Christmas period, and owing to the current pandemic, any orders placed from 1st November 2020 are eligible to be returned by the 31st January for an exchange or voucher if the 30 day window has passed.

All returned items will need to be received in a resalable condition, in the event a gift voucher or exchange cannot be processed, our Customer Service team will contact you directly. For further details, please contact Customer Service.

What is your returns policy?

Gandys will gladly accept returns or exchanges of merchandise with original receipt within 30 days of the original purchase date. All goods must be unused and in the condition in which they arrived to you. This does not affect your statutory rights.

A Return and Exchange form is included with your purchase, if you require a new copy, please contact our customer service team.

Please note that due to Covid-19, some couriers are taking longer than usual to deliver your returns to us, which may delay the processing of your return or exchange.

 

Do I have to pay to return my items?

If you wish to return an item purchased online at www.gandyslondon.com, please fill out our return form and post it back to us. If your order is faulty or over £100 please contact hello@gandyslondon.com stating your name, order number, and reason for return as soon as possible so we can supply a returns label.

How long do returns take to process?

Please allow up to 10 working days from the date we receive your product(s) for your refund to be processed.

My products are faulty or damaged in transit, can I return them?

Of course. If goods are considered damaged in transit, you must notify us within 48 hours of receiving the product. Please contact hello@gandyslondon.com with a picture of the damaged or faulty goods and the customer care team will send a free returns label for you to print. From there, you then have 14 days to return the product to us, alongside proof of purchase and a returns slip to issue a full refund. We will inspect the item upon receipt and issue a full refund (including postage) if we are in agreement with your comments and in line with your statutory rights.

What is your return address?

Gandys International Ltd, Unit 1, Saxon Business Centre, Windsor Avenue, Merton, London, SW19 2RR

How do I exchange my items?

If exchanging an item, the price must match that of the item purchased when you bought it. You must return the item and indicate your choice of replacement on the returns slip included in the original package. If the item chosen is out of stock, a refund or credit note will be issued instead. If you wish to exchange for an item of a different price, you will have to pay the excess or refund the difference. However, if we disagree with your comments and the ‘fault’ it is a matter of standard ‘wear and tear’ or product neglect, we will return the item to you and postage costs will be incurred by yourself.

Can I cancel my order once it has been placed?

If you have recently placed an order with us for standard or international delivery and wish to cancel it before it is dispatched, please email us at: hello@gandyslondon.com within 12 hours quoting your order reference number, the date the order was placed and your name. Please note we may on occasion ship orders before this 12 hour period has expired. For next day deliveries, we can cancel your order only if it has not been dispatched.

If we are unable to halt the delivery after it has been dispatched, please return it for a full refund (excluding postage) once it has been delivered to you.

Payment

What Payment Types do you accept?

All of the payment types listed below can be used to pay for orders securely:

  • Visa
  • Mastercard
  • Paypal
  • Apple Pay
  • Google Pay

All payments are subject to authorisation and validation both by Gandys and the payment provider to prevent fraudulent activity.

How do promotional codes work?

Promotional codes must be applied at the checkout, are subject to our terms and conditions, and may be withdrawn or modified at the discretion of Gandys at any time.

Only one promotional code can be used per order, and promotional codes cannot be used with any other promotion or offer.

The value of promotional codes may be deducted from the refund, if the item returned brings the total order below the original promotional threshold.

Can I pay by gift card?

To pay by gift card, select gift card as the chosen payment method at the checkout. The value of the card will be deducted from the cost of the order automatically.

If you are spending more than the value of the gift card, you will need to pay the balance using another payment method.

If you are spending less than the value of the gift card, the outstanding value will remain on your account ready for your next order.

Gift cards cannot be exchanged for cash or credit of any kind.

For further information, please visit our terms and conditions.

Technical

What happened to my old account?

Any accounts created prior to 1st September 2020 are no longer accessible, and you must create a new account.

I can’t remember my password?

Please try resetting your account on the account page, if this is not possible, please get in touch with our customer service team who will be happy to assist.

I’m having trouble accessing your website, what should I do?

Please check that there are no issues with your device or your browser. You may need to delete your cookies or restart your browser. Check you are using the latest version of your devices' operating system.

If you have tried the above and are still having problems, please contact our customer service team with the following:

  • As much information about the issue you are experiencing as possible
  • Screenshots of any errors or messages
  • Information on the device and browser being used (e.g. iPhone 7, Safari Browser)
  • Please check our terms and conditions for more information.
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