Shipping & Returns

Returns:

We understand that in some cases products may need to be returned. You can return products ordered directly from the Philly & Friends website within 14 calendar days after the date your product was shipped. If 14 days have gone by since your purchase was shipped, unfortunately we can’t offer you a refund or exchange.

Personalised Products: However, due to the nature of personalised products, exchanges and refunds are not available unless it is a fault on our part.

Please email hello@phillyandfriends.com to obtain more information on how to return the product.

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

There are certain situations where only partial refunds are granted: 

• 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 14 days after delivery

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you have any queries regarding your refund, please contact us at hello@phillyandfriends.com.

Sale and discounted 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.  Exchanges are not permitted at this time.

Delivery:

UK orders:  2 - 5 business days 
EU orders: up to 7 business days
Rest of the world: up to 7 business days