Refund policy
RETURNS & REFUNDS POLICY
We have a 30-day return policy, which means you have 30 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’ll also need the receipt or proof of purchase.
To start a return or cancellation request, please log in to your customer account and submit your request through our returns and cancellations portal. You can also contact us at info@happyllama.ie if you need assistance.
If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@happyllama.ie.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Due to the handmade nature of our products, slight variations in colour, texture, size, and finish are normal and make each piece unique.
Custom-made, personalised, or made-to-order items cannot be returned unless they arrive damaged or defective.
Our alpaca fur llamas and guinea pigs are handmade decorative items. Natural variations in alpaca fibre are part of their character and are not considered defects.
If your order arrives damaged, please contact us within 48 hours of delivery with photos of the item and packaging so we can assist you.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 of receiving it, for any reason and without providing a justification.
The item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging, and accompanied by proof of purchase.
EU customers may exercise their right of withdrawal by submitting a cancellation or return request through their customer account or by contacting us at info@happyllama.ie.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@happyllama.ie.