PROCESSING
Orders are processed every Monday. In this case there may be a longer than usual delay for you to receive your order. Customers will be notified in advance of any order delays. Usually orders take up to 10 working days to be delivered. 

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Once orders are handed over to postal services you will receive a shipping confirmation email. Most international shipments will come with reference numbers and links to track your order. Please note for domestic deliveries in UK reference numbers are not always provided. 

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Shark Guardian is not responsible for liable for delays caused by local postal services, courier services or shipping companies. Once items have been handed over to the above mentioned postal services, any delays are beyond the control of Shark Guardian.

 

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IMPORTANT NOTICE FOR EU CUSTOMERS

Shark Guardian is a UK-based charity and not registered for VAT in Europe. For orders shipped to the EU, please be aware that you may need to pay customs or import fees upon delivery. If your order is refused and successfully returned to us, we’ll be able to issue a full refund on the purchase (shipping fees excluded). However, if the order is refused and not returned to Shark Guardian, we unfortunately cannot offer a refund. Thank you for supporting our conservation efforts and understanding our policies.

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ORDERED MULTIPLE ITEMS

Multiple items in an order may originate from different locations. It is not unusual that customers receive their complete order in 2 or more separate packages.

 

PACKAGING

Shark Guardian orders are packaged re-using materials from various available resources. In most cases we use non plastic and eco-friendly packaging materials. However occasionally postal services will add their own additional plastic tape and materials to protect packages that they feel may get damaged and be liable for. In this case we apologize if your package arrives with plastic taping. We are researching alternative and better eco friendly packaging.
 

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NOT RECEIVED ORDER?

Should customers not receive their full order within a minimum of 4 weeks please contact us at sales@sharkguardian.org 

 

Shark Guardian will attempt to track and trace your item(s) with the information available to us. 

Shark Guardian is not responsible for liable for delays caused by local postal services, courier services or shipping companies. Once items have been handed over to the above mentioned postal services, any delays are beyond the control of Shark Guardian.

 

Although delayed, item(s) that are in transit and can be tracked via the shipping companies online service, will eventually be delivered to the customer or returned to the supplier. Solutions to missing items or not received items is based on case by case.

 

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RECEIVED AN INCORRECT ITEM

Should you receive the incorrect item please notify us by email with additional information. This includes a photograph of the item you received together with your purchase confirmation email listing the items included in your order. Customers are requested to please send the incorrect item back to Shark Guardian. Once the incorrect item is received by Shark Guardian, we will send the correct item back to you with a discount coupon to use for your next purchase. There is no additional postage costs to customers to receive their correct items.

 

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DAMAGED ITEMS

Should you receive a damaged product or item from Shark Guardian please email us with additional information and images. Items will only be replaced once the facts confirm that the item(s) were damaged BEFORE being shipped or posted to customers. 

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Shark Guardian is not responsible or liable for damage caused to items or products by local postal services, international  courier services or shipping companies.

 

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RETURNING ITEMS

Items that CANNOT be returned for hygiene reasons include earring jewelry and swimwear bottoms or bikini bottoms.

 

Returning items for reasons other than ‘damaged items’ is determined case by case. Please contact us by email for more information or requests.

 

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REFUNDS

Refunds are ONLY granted and processed when:

• An item(s) has been ordered but has suddenly become unavailable or ‘out of stock’

• Customer received the wrong item(s) and the requested items are unavailable or ‘out of stock’

• Received damaged items BEFORE shipment and replacements are unavailable or ‘out of stock’

• Items have been returned to Shark Guardian as ‘undeliverable’ and the customer chooses to be refunded or to have the items reposted at an additional postal fee

 

Refunds CANNOT be granted or processed when:

• Item(s) have already been shipped or posted

• Items that are in transit and are traceable through the postal services or shipping companies tracking system.

 

Although delayed, item(s) that are in transit and can be tracked via the shipping companies online service, will eventually be delivered to either the customer or returned to the supplier. Should the item(s) be returned to Shark Guardian customers will be contacted immediately.

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Shark Guardian is not responsible for liable for delays caused by local postal services, courier services or shipping companies. Once items have been handed over to the above mentioned postal services, any delays are beyond the control of Shark Guardian.