Frequently Asked Questions
We receive lots of enquiries and are a small team, so we'd love it if you checked our Frequently Asked Questions below before contacting us. If your question isn't answered below, we'll be happy to help – please use our contact form at the top of this page.
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 emails reach you, please add firstname.lastname@example.org to your email provider address book.
If you cannot find our newsletter in your spam folder, we advise you to try re-subscribing to our mailing list. Please be advised that some workplace-provided email accounts will have added firewalls & security that could block our emails to you.
If you are still experiencing issues, please get in touch using the contact form at the top of this page.
Where does the money from my purchase go?
All profits from merchandise sales at 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 across the South West, South Wales 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.
Something's out of stock. How can I get my paws on it?
New merchandise, and figurines, in particular, can be very pup-ular and sometimes sell out exceptionally quickly. If you are keen to secure a specific product, it's best to stay informed by signing up to receive our weekly E-newsletter. We will always let you know when something new is due to be released and keep you up to date about sold-out items that are coming back into stock.
Please be aware that our collectable figurines can sell out quickly at times of exceptional demand. Unfortunately, due to several factors, including long production timeframes, they can take significant time to return to stock.
Product release timeframes and sale dates can be subject to unavoidable delay, and we appreciate your patience when this is the case.
Can I pre-order a product from your shop?
We cannot take pre-orders for merchandise and reserve stock for customers at the Gromit Unleashed Shop.
Will my favourite sculpture be produced as a figurine?
We have several figurine designs in development at any given time, but we only announce new designs once production is confirmed. New designs will always be announced in the e-newsletter and on our social media pages.
The staff at the Gromit Unleashed Shop and our communications staff will be happy to share 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 when 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.
How will I know I have placed my order successfully?
You will receive an order confirmation email as soon as you place your order. Please remember to check your junk/spam folders. If you haven't received an order confirmation, let us know because the contact details included in your order might be incorrect.
The details on my order confirmation are incorrect. What should I do?
If you notice an error on your order confirmation, please email email@example.com. Our staff will be happy to amend your details and will re-send the order confirmation once the changes have been made.
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 can deliver within Europe and some countries outside of Europe – if you do not see your country listed, please contact firstname.lastname@example.org. We will do our best to help.
As an independent retail operation, please be aware that we cannot offer significantly reduced-price international postage rates. We do our best to keep these costs as low as possible, but unfortunately, international postage has become very expensive in recent years.
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, contact email@example.com and confirm the delivery postcode. Whilst we can't give away billing details, we can speak to the person who made the purchase and ask them to advise you directly.
Shipping & Tracking:
We use Parcelforce and Royal Mail-tracked services to deliver your order. Where the courier provides the service and where correct contact details are provided, you will receive an email/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 five working days, please get in touch with firstname.lastname@example.org, and we will find out what's gone wrong.
If you have received a tracking reference from our courier agent, please check this before contacting us. Your order may be at one of their depots or a local post office after a failed delivery attempt.
Please note that postal disruptions outside our control, such as adverse weather, union activity, and exceptional service demand, will affect our fulfilment timeframes.
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 minor 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 an online purchase or the product is not as expected, you are entitled to a refund. You must return your goods within seven working days of receiving the item(s). The product(s) can be returned if open and inspected but must be returned in "as new" condition. Please include proof of purchase (your order confirmation is sufficient) and contact us at email@example.com before returning so that we know to expect your item and can process the refund promptly.
If there is no fault with the item, and it is as described (you have changed your mind), we will be unable to refund the delivery cost, and the item must be returned at the customer's expense.
If the item is incorrect, faulty, or mis-described online, then we will cover the cost of the return postage and refund the delivery cost if you opt for a refund rather than an exchange (see below).
If your product is incorrect or faulty, please contact firstname.lastname@example.org within 28 days of receiving your order to arrange a return/exchange. Our staff will supply you with a Freepost returns address and advise you accordingly.
We will refund your order in full if you opt for a refund rather than an exchange.
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 when 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 contact our team to check stock availability to avoid disappointment: email@example.com 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 happy to offer an exchange service to customers who can provide proof of purchase for the item purchased/received. We can only offer this exchange service within 28 days of purchase*.
Where a customer has changed their mind about a purchase but does not wish to exchange the item, we can also refund to store credit. We cannot refund cash or card payments unless the product(s) is faulty or misdescribed.
*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, provide the recipient with the order reference number to enable them to exchange their item. Seasonal exemptions may apply.
We cannot exchange non-faulty goods without proof of purchase for the following reasons:
- We can only offer this service within 28 days of purchase and need to know when the order/purchase was made.
- Our products can be acquired from other places, and we need to know that it was purchased from our store.
- Our products are sometimes sold at a special or reduced price, so we need to know the product's value at the time of purchase to enable an exchange of the same value.
*Returns and exchanges made outside the above terms are at the shop manager's discretion. If you wish to return an item purchased more than 28 days ago, we advise you to email firstname.lastname@example.org 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.
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 be equal to, or less than, the value of 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 in-store and online. Please email email@example.com if you would like to confirm any special offer details.
This does not affect your statutory rights.
Where can I find out more about your sculpture art trails?
If you have a question relating to the trail itself or associated events, please follow the link below for further information:
How do I purchase a sculpture?
Gromit Unleashed sculptures sell at auction for anywhere between £10,000 and £50,000. We do, at the time, agree to sell sculptures privately outside of our auction events. If you want to enquire, please use the contact form at the top of this page, and we will get back to you as soon as possible.
Will you organise another sculpture art trail, and when?
When Gromit Unleashed hits the streets of Bristol, it's something special. Each time we bring you a sculpture art trail, we aim to make it bigger and better than ever, combining Aardman's much-loved characters with amazing artistic talent, new digital technologies, and the best creative minds to deliver paw-some experiences. We're currently working on plans for our next adventure. Follow Gromit Unleashed for news.
Where can I see sculptures now?
There are several privately owned sculptures in and around Bristol that are on public display. But the one place you're guaranteed to see some cracking creations is at The Gromit Unleashed Shop at the Mall Cribbs Causeway. Please find us on the lower level near the fountains.