FAQs

Delivery & Shipping

🎄 Christmas delivery information

For information about delivery and opening hours before and during Christmas, please see our Christmas information page.

How long does delivery take?

Orders typically arrive in 2-5 days to mainland UK, 4-7 days to Europe and 7-14 days to elsewhere. Please expect delays due to COVID.

How much does delivery cost?

We offer free UK delivery on orders over £50. Otherwise, delivery to the UK costs £3.99. 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 arrives in your country.

What packaging do you use?

Recycled vegan-friendly cardboard boxes, biodegradable and recyclable eco-friendly packing tape, recycled paper mailing bags, and recyclable and carbon-neutral sugar-cane bags. See the packaging section of our sustainability page.

There’s plastic tape on the box!

Boxes may arrive with plastic tape if the courier or customs (border force) opened the box to check it’s contents.

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?

We send orders using Royal Mail’s 1st Class Tracked 1-2 working day delivery and DPD’s carbon-neutral 1-2 working day delivery. We may use a differnet provider for 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.

Products

Are your products ethically manufactured?

Absolutely! Our clothes are sustainably and ethically made, carbon-negative and we donate 10% of profits to support the wildlife conservation efforts of the David Shepherd Wildlife Foundation. But that’s not all! We do a lot more to support the planet. Find out more on our sustainability page.

Do your clothes shrink?

Our cotton clothes may shrink slightly in the wash. Ensure you follow the care instructions on the product label. See our size guide for information about fit.

What are the care instructions?

100% cotton clothes: wash at 30°C. Do not tumble dry. Ironed at 110°C. Do not bleach. Do not dry clean. Do not iron artwork.

Do you have a size guide?

Yes, we highly recommend you read our size and fit guide information before choosing a size.

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.

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 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.

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.

Can I return or exchange an order?

We accept returns within 30 days of purchase. Please visit our Exchanges & Returns page for more information.

Payment Information

What payment methods do you accept?

We currently accept debit cards, credit cards and PayPal. You can also pay using Apple Pay and Google Pay. Accepted cards include Visa, Mastercard, American Express, Diners Club, JCB and Discover.

How do you process payments?

Card payments are processed through our secure payment processors, Stripe and PayPal. We do not have access to and don’t store any card details on our servers.

Stripe is a PCI Service Provider Level 1, which is the highest level of certification available in the payments industry. To put it simply, any payment information sent to Stripe is sent very securely and safely. With Stripe’s Radar, Stripe will automatically detect and block fraud. PayPal is well known and also offers great buyer protection and security.

When will I be charged for my order?

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

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.

Do you sell gift cards?

Yes, we do! You can see our gift cards here. You can choose your own amount or select a pre-defined value. Gift cards are digital and will be delivered to your recipient by email immediately or on the selected delivery date.

About Jolly Elephant

Do you really donate to charities?

Yes! We’re passionate about elephants, wildlife and the planet. 10% of our net profit goes directly to David Shepherd Wildlife Foundation, while even more is spent on planting trees, using ethical and sustainable suppliers, reducing waste, investing into our employees and ambassadors, and much more!

David Shepherd Wildlife Foundation is a UK registered charity (1108693) working to raise vital funds supporting front line conservation projects which help secure a future for endangered wildlife in their natural habitat.

Learn more about our sustainability and responsibility.

Do you have an affiliate or ambassador program?

We love influencers big and small – preferably you will have an Instagram account, YouTube channel or blog. Please see the Jolly Ambassador program for more information if you’re interested in helping us save the elephants and support sustainable fashion.

Where is your company located?

Our offices are in Sturminster Newton, Dorset. Our 100% solar energy powered print facility and warehouse are in a neighbouring small village.

What are your opening hours?

Our phone support hours are Monday to Friday, 9 am to 5 pm. You can also reach us by email and Facebook Messenger.

Have a different question? Contact us