Frequently asked questions
How long does delivery take?
Orders are normally processed within 1 to 2 business days. Standard delivery then takes 3 to 5 business days after dispatch; Express (where available) takes 1 to 2 business days after dispatch. Transit times are estimates and not guaranteed.
Do you deliver outside the UK?
UK delivery is supported. Additional destination availability is shown at checkout.
Can I track my order?
When tracking is available, your dispatch confirmation includes tracking details.
My order is delayed, missing, or arrived damaged: what do I do?
Contact [email protected] with your order number and issue details, and photos for damaged parcels where possible. We will investigate and provide next steps.
What is your returns policy?
You can request a return within 30 days of delivery for unused items in original condition and packaging. UK customers also have a statutory 14-day right to cancel after delivery, subject to legal exceptions. Nothing here limits that right.
How do I start a return?
Email [email protected] with your order number and reason. We will send return instructions and reference details, then inspect the item and process the outcome once it arrives.
Who pays for return shipping?
Change-of-mind returns are the customer’s responsibility. If an item is faulty, damaged, or incorrect, return shipping is Gebenco’s responsibility.
When will I get my refund?
Approved refunds go back to the original payment method. Processing starts once returned goods are received and verified, or immediately where a return isn’t required (e.g. some damaged-item cases).
Are any items non-returnable?
Personalised or bespoke items, sealed goods opened for hygiene reasons, and gift cards may be non-returnable where applicable by law.
What cookies does the site use?
Strictly necessary cookies for core site/checkout function, plus (with consent) performance/analytics, functionality, and marketing/attribution cookies, including Google Tag Manager and Google Analytics 4. See our Cookie Policy for full detail and how to manage preferences.
How do I contact Gebenco?
Email [email protected] for anything: orders, returns, press, or trade enquiries.
Still have a question? Contact us.