FREQUENTLY ASKED QUESTIONS

We receive lots of enquiries every day, so we’d love it if you checked our Frequently Asked Questions below for an answer to your query. If your answer is not included below, we’ll be happy to help – please use our Contact form at the bottom of this page.

 Questions relating to Gromit Unleashed 2


If you have a question relating to the trail, due to take place between 2nd of July and 2nd of September 2018 in Bristol, or any of the associated events please follow the link below for further information:

www.gromitunleashed.org.uk/FAQS

News & more!

How do I find out more about your products and events?

Sign up to receive our E-newsletter to get the latest news about the trail, associated events and our merchandise. You can sign up at the bottom of this page.

I have signed up for the Gromit Unleashed e-newsletter but I am not receiving it. What can I do? 

Please check your email’s junk or spam folder. To ensure that our e-mails reach you please add info@gromitunleashed.org.uk to your electronic address book,

If you cannot find our newsletter in your spam folder, we advise you to try re-subscribing to our mailing list here. Please be advised that some workplace provided e-mail accounts will have added firewall & security that could block our e-mails to you.

If you are still experiencing issues, please get in touch using the contact form at the bottom of this page.

Where does the money from my purchase go?

All profits from sales of merchandise from The Gromit Unleashed Shop are passed to Wallace & Gromit's Grand Appeal, the Bristol Children's Hospital Charity, from our trading subsidiary Cracking Enterprises. Funds raised help support sick children and babies from Bristol and beyond. Find out more about Wallace & Gromit’s Grand Appeal and how your money is helping to support Bristol’s pioneering children’s hospital here.

Merchandise

Something’s out of stock how can I get my paws on it?

New trail merchandise, and figurines, in particular, can be very popular and sometimes sell out especially quickly. If you are keen to secure a particular product it’s best to stay informed by signing up to receive our weekly E-newsletter (sign-up here). We will always let you know when something new is due to be released and keep you up to date about sold out items coming back into stock.

Please be aware that at times of exceptional demand our collectable figurines can sell out very quickly. Unfortunately, due to a number of factors including long production timeframes, it can take a significant amount of time for figurines to return to stock.

Product release timeframes and sale dates can be subject to unavoidable delay and we appreciate your patience where this is the case.

Back in stock alert:

If you would like to register your interest in a particular item that is out of stock please use the back in stock function on that product listing. As soon as that item returns to the online store you will receive a notification by e-mail.

This also helps to give us a good indication of demand for particular designs, so make sure you register your interest.

If you receive a notification that a product is back in stock on the online store it should also be available to purchase from our shop at the Mall Cribbs Causeway but please use the contact form below or call them on 01179 594201 to confirm before making a long journey.

Can I pre-order a product from your shop?

We are not able to take pre-orders for merchandise and cannot reserve stock for customers at the Gromit Unleashed Shop.

Will my favourite sculpture be produced as a figurine?

We have a number of figurine designs in development at all times, but we only announce new designs once production has been confirmed. The first place that any new design will be announced is in our e-newsletter, sign up here.

The staff at the Gromit Unleashed Shop and our communications staff will be happy to share any confirmed and up-to-date information with customers, but the E-newsletter will always be the first place to hear it.

Product release timeframes and sale dates can be subject to unavoidable delays.  We appreciate your patience where this is the case. Please always seek confirmation that an item has arrived before visiting our shop at the Mall Cribbs Causeway if you don’t live locally.

My Order

How will I know I have placed my order successfully? 

You will receive an order confirmation email as soon as you've placed your order. Please remember to check your junk/spam folders, if you haven’t received an order confirmation, let us know, because your contact details may have been entered incorrectly at the time the order was placed.

The details on my order confirmation are incorrect

If you notice an error on your order confirmation please use the contact form to let us know, our staff will be happy to amend your details and will re-send the order confirmation once the changes have been made.

Shipping

How much does UK postage cost?

Order total                         Postage cost

Spend up to £50.00                       £3.95

Spend over £50.00                          Free

I live outside the UK – is it possible to buy online? 

We are able to deliver to within Europe and lots of countries outside of Europe – if you do not see your country listed, please use the contact form below and let us know. We will do our best to help and add your home country to our destinations list.

Please be aware that as an independent retail operation we are not able to offer significantly reduced-price international postage. Our rates are based on low volume contract mailing. We will continue to do our very best to keep these costs as low as possible.

Can you deliver to an address other than my billing address? 

Your delivery address does not have to match your billing address; you can choose where you'd like to have your order delivered. However please note we cannot accept PO Box addresses for delivery. 

If you have received a delivery from us but didn’t order anything please let us know using the contact form below confirming the delivery postcode. Whilst we can’t give away billing details we can contact the person who made the purchase and ask them to advise you directly.

Shipping & Tracking

We use both Parcelforce and Royal Mail tracked services to deliver your order. Where the service is provided by the courier, and where correct contact details have been provided, you will receive an e-mail/mobile notification when your order is on its way, including tracking information.

How long will it take to deliver my order? 

Please allow up to 5 working days for delivery. If you have not received your order within 5 working days, please use the contact form below to get in touch.

If you have received a tracking reference from our courier agent please check this before contacting us. Your order may be held at one of their depots or a local post office after a failed delivery attempt.

Returns & Exchanges

Please be aware that our collectable figurines are hand-decorated items and no two are identical. This is part of the charm and identity of these products and there will be small variations in paintwork/transfer details and slight differences in weight & size across figurine designs.

I’ve changed my mind about my order: What can I do?

Following distance selling regulations, if you have changed your mind about your purchase or it is not as expected, you are entitled to a refund. You must return your goods within 7 working days from the date you received the items. The product can be returned if open and inspected but must be returned in ‘as new/received condition’. Please include proof of purchase (your order confirmation is sufficient) and contact us at shop@gromitunleashed.org.uk before sending so that we know to expect your item and can process the refund promptly.

Faulty merchandise:

If your product is faulty, please contact shop@gromitunleashed.org.uk  within 28 days of receiving your order to arrange a return/exchange of your order. Our staff will supply you with a Freepost returns address and advise you accordingly.

Both in-store and online purchases can also be exchanged at our shop at The Mall at Cribbs Causeway. Please bring your order confirmation email (received at the time of placing your order), or if you purchased the item in-store, present your receipt as proof of purchase.

If you plan to exchange the item for a particular product we advise you to call our shop in advance to check stock availability before visiting to avoid disappointment: 01179 594201. 

Can I exchange a non-faulty item purchased from your store or a non-faulty item I have received as a gift?

We are only able to offer an exchange service to customers who are able to provide proof of purchase for the item purchased/received, and we can only exchange within 28 days of purchase*.

If you are buying one of our products in-store as a gift, please request a gift receipt or keep your till receipt to be used in the event that the recipient would like to exchange the item. If you have purchased the item from our online store simply provide the person with the order reference number to enable them to exchange their item.

We cannot exchange non-faulty goods without proof of purchase for the below reasons:

  • We can only offer this service within 28 days of purchase and need to know when the order/purchase was made. 
  • Our products are listed for sale on other websites and we need to know that it was purchased from our store.
  • Our products are sometimes sold at a special offer and/or reduced price, and so we need to know the value of the product at the time of purchase to enable an exchange of the same value.

*Returns and exchanges made outside of the above terms are at the shop manager’s discretion. If you which to return an item which was purchased more than 28 days ago please contact shop@gromitunleashed.org.uk before visiting the Gromit Unleashed Shop, a sales assistant will not be able to authorise a return outside of these terms and we do not want you to have a wasted journey because it may not be possible to see a manager at all times.

Special Offer Policy

For items purchased in multi-buy offers such as 3 for 2, you must return all items purchased under the offer for a full refund as we will not refund on part-purchase.

Refunds and exchanges will only be authorised when presenting a valid receipt and within 28 days of purchase. You can only exchange the item for another item included in the original 3 for 2 promotion. This item must either be the same value or a lower value than the one you wish to exchange, or you can exchange for a higher value item and pay the difference.

Please note we are not always able to offer the same special prices and offers both in-store and online. Please e-mail shop@gromitunleashed.org.uk if you would like to confirm any special offer details. 

This does not affect your statutory rights.

Questions about the Trail

If you have a question relating to the trail itself or associated events please follow the link below for further information:

https://www.gromitunleashed.org.uk/contact