Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at info@giraffyco.com and include your order number, the item(s) you would like to return or exchange, and the reason for your request.

If your return is accepted, we will provide return instructions based on your order location.

For orders within Canada, approved returns may be sent to our Canada return address.

For international orders outside Canada, please do not send your return to our Canada address unless our team specifically instructs you to do so. International customers must first coordinate with us by email at info@giraffyco.com to receive return or exchange instructions.

Items sent back to us without first requesting a return and receiving instructions will not be accepted.

You can always contact us for any return question at info@giraffyco.com.

Canada Return Address
This address applies to approved Canadian returns only or to other returns where our team has specifically instructed you to send the item there.

Recipient: Giraffy Co. eCommerce Ltd. c/o Tigon Systems Inc.
Street Number: 11100 River Rd
Unit Number: Unit #100 - Room 600
City: Richmond
Province: BC
Country: Canada
Postal Code: V6X 1Z5

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain items cannot be returned, including perishable goods such as food, flowers, or plants, custom products such as special orders or personalized items, and personal care products such as beauty items. We also do not accept returns for hazardous materials, flammable liquids, or gases.

Additionally, we cannot accept returns or exchanges on sale items, gift cards, or final sale items. Please note that order discounts and bundle discounts are applied across individual items in an order and may appear as a single-line discount. Orders with full order discounts are considered final sale and are not eligible for return or exchange.

If you are unsure whether your item qualifies for a return, please contact us at info@giraffyco.com before sending your request.

Returns
Customers are responsible for the return shipping cost for approved returns, unless otherwise confirmed by our team.

Exchanges
The fastest way to receive the item you want is to return the item you have. Once your return is accepted, you can place a new order for the item you would like instead. Customers are responsible for both the return shipping cost and the shipping cost for the new item, unless otherwise confirmed by our team.

European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

For EU returns, customers should first contact info@giraffyco.com to receive the appropriate return instructions before sending the item back.

Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@giraffyco.com.