FAQs

Delivery & Shipping

How long will it take for my order to arrive?

Orders to the UK take 2-5 days to arrive after you make a purchase.

Delivery may take slightly longer because of COVID and during holiday periods.

How much does delivery cost?

We offer free UK delivery on orders over £50. Otherwise, delivery costs £5. For international delivery, please check the delivery cost after entering your address at checkout.

Are there any exclusions for delivery destinations?

We cannot ship to PO boxes. We ship to all countries, excluding Cuba, Iran, Crimea, and North Korea.

Who pays customs fees and taxes?

As we do not have the ability to know the cost of customs fees ahead of time (they vary for each country), all international customers (outside of the UK) are responsible for the taxes and duties that are charged once the package is received at your local postal facility.

Where is my order?

If your order is taking longer than expected, please contact us. Our customer care team will gladly assist you with any questions or concerns you may have.

I won’t be home on the delivery day

If your order has been dispatched, we cannot change the destination address. We strongly recommend that you use a neighbour or work address to ensure your order is delivered safely.

Will I receive tracking information?

We provide tracking numbers where available. You will receive a tracking number by email after your order has been packed and dispatched.

Can I track an international order?

Yes! We will send international orders using a tracked service so that you can stay up-to-date about the location of your package.

Which delivery providers do you use?

Our orders are dispatched using DPD, Hermes, Royal Mail and DHL. We may use different providers during busy periods or for larger and international orders.

Can I change my delivery address?

We will do our best to change your delivery address before your order is dispatched. However, if your order has already been handed over to our delivery partner, it won’t be possible to update the address for that order. To change your address, please visit your account area or contact us.

Orders and Returns

Do I need an account to place an order?

No, you can checkout as a guest without creating an account. We will hold basic details to send you the product(s) and identify you if you contact us with any questions in the future. However, we strongly recommend you create an account to keep track of orders and faster checkout in the future.

How do I track my order?

You will receive an email with a link or tracking number once your item has been dispatched (if available). If you have an account, you can log in and see any notes and tracking numbers by going to orders and clicking on the order you’re interested in.

How can I cancel my order?

As we process orders as quickly as possible, it may not be possible to cancel an order once payment has gone through. It’s important that you contact us as soon as you can to check if the order has been sent out.

Can I return or exchange an order?

We accept returns within 45 days of purchase. Please visit our Exchanges & Returns page for more information.

I have a different question

Please go to our contact page.

Payment Information

What payment methods do you accept?

We currently accept debit cards, credit cards and PayPal. The cards we accept include Visa, Mastercard, American Express, Diners Club, JCB and Discover.

When will I be charged for my order?

All payments are taken at the time of the order being placed.

Do you sell gift cards?

We are working on implementing gift cards on our website. In the meantime, if you are interested in a gift card you can obtain one by contacting us.

Do you offer a student discount?

We’re working on implementing a system for this. In the meantime, please email us using your education email address and we will send you a code.

Is buying online safe?

Card payments are processed through our payment partner, Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. We do not store card details.

Products

Do your clothes shrink?

Jolly Elephant shirts come pre-shrunk, but it’s important that you follow the care instructions on your product label or the information provided with the product to ensure clothes remain elastic and retain vibrant colours for as long as possible.

Are your products ethically manufactured?

Our garments come from Sedex and WRAP-certified, ethically and environmentally responsible manufacturers. Read more on our Sustainability and Responsibility page.

Do you offer wholesale?

Yes! Jolly Elephant is accepting applications from physical stores. Please contact us to discuss how we can work together.

Do you offer custom branded products?

Yes, we do! You can help us save wildlife by ordering custom products, too. Please contact us to discuss your requirements.

About Jolly Elephant

Do you really donate to charities?

Yes! We’re passionate about elephants and wildlife. 20% of our net profit goes directly to elephant and wildlife conservation charities.

How do you spend the money you keep?

The money which isn’t donated is spent on growing our brand, working with influencers and making our processes more efficient. We invest in new products and growing Jolly Elephant so that we can maximise the impact we have on saving wildlife.

Where is your company located?

Our offices and printing facilities are in Sturminster Newton, Dorset, UK.

What are your customer service opening hours?

You can call us Monday to Friday, from 9 am to 5 pm. We also respond to emails and message outside of our opening hours.

Do you have an affiliate or ambassador program?

Yes! We frequently work with influencers, bloggers and affiliates. Please see the Jolly Ambassador program for more information if you’re interested in becoming an affiliate or an ambassador.

Have a different question? Contact us