Delivery, Returns and Refunds

Hot Chocolate 

Free delivery in Reykjavík (capital area) and aim to do so within 3-5 days from your order.

Country wide and international shipping is coming soon and currently only available on special request by emailing: thegrumpoywhale@thegrumpywhale.com.

The Grumpy Whale is not responsible for any import charges/ taxes or additional costs on international shipping.


Undelivered Orders

If your item is not delivered please get in touch with us and we will get to to you as soon as possible.   

Returns

We cannot accept returns on hot chocolate, so if you are not completely happy with your product please get in touch with us for a replacement or refund.

Returns Postage


We cannot accept returns, so do not accept any cost or liability for items returned to us.

Refunds

if you are not completely happy with our products you may be eligible for a refund or replacement of the product. Please get in touch with us to discuss your concerns.
If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. 

Late or missing refunds
If you haven’t received a refund after 7 working days of confirmation from us contact your bank, it may take some time before your refund is officially transacted.
If you’ve done all this and you still have not received your refund yet, please contact us.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective, damaged or you are not happy with the product. If you need to exchange something, please contact us and we will discuss this with you.


Travel Kits 

Free Standard Delivery (UK only) - 3-5 working days

Express postage, Europe and Worldwide postage will be quoted on special request.

If your item is in stock, we will do our best to despatch your order the day you place it. In busy times it may take us a little bit longer. This service should take between 3-5 working days.

There are no mail collections on Saturdays. If you order after 1pm on Friday, your order will be sent the following Monday.


Undelivered Orders

If your item is returned to us undelivered (for an incorrect postal address, not collected from courier in time, etc.), you will need to pay the full postage cost (i.e. £2.95 for a Royal Mail small parcel) to have your order re-sent to you.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Returns made outside of the UK must be paid for by the customer.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original undamaged packaging. We cannot refund your delivery cost.

Unfortunately we cannot accept returns on toothbrushes ortoiletries (including toothpaste).

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable).
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Returns Postage
To make a return, please email us to receive an email with a pre-paid postage label and instructions regarding how to return the item to us. You will need to print your label and take the parcel to the Post Office. Your return postage will not be refunded if you pay for it yourself.

We cannot offer free returns on sale items.

If you are shipping an item over £20, you should consider using a trackable postal service at your own cost. We don’t guarantee that we will receive your returned item.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. This will be the cost of the item returned and not include delivery costs.

Late or missing refunds
If you haven’t received a refund after 7 working days of confirmation from us contact your bank, it may take some time before your refund is officially transacted.
If you’ve done all this and you still have not received your refund yet, please contact us @

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange something, please contact us and we will discuss this with you.