Returns

Need to return something to us for an exchange or refund?

• How do I return an item for an exchange or refund?

  If you are not entirely satisfied with your order, you have 28 days to return an item for an exchange or refund (14 days to notify us of the return and an additional 14 days to get the item back to us). Find out about our returns policy and access our easy-to-use returns system here.
  Please note that as we are an online-only business we do not have a returns desk at our warehouse to receive returns directly from clients - and so all returns do need to be made to us by courier or by post.

• As an international client (outside the UK), who incurs the cost of sending an exchange back?

  All returns are at your, the client's, expense for getting the goods back to us - and for us to send the exchange items back to you. We do not build the price of returns shipping into our prices to ensure that you always pay a fair price. We also do provide lots of size and product information so that you have the best chance of ordering the right product in the right size and colour the first time around.

• What is Returned Goods Rate Relief?

  Returned Goods Relief provides full or partial relief on charges on re-imported goods being sent back to the EU in the same condition as a return. In order to qualify for Returned Goods Relief, you need to clearly indicate that the package is being sent as a return. This will appear on the airway bill, as well as any other supporting documentation (customs invoices, declarations, etc.) where the reason of the shipment is requested. Please be sure to indicate that it is a return and please make note of the “Returned Goods which qualify for Returned Goods Rate Relief (RGR)”

• How do I use the DHL Returns Service?

  Introduction: We have set up a new, convenient returns service with DHL. To start with we are only offering this service to clients from the USA, but our plan is to roll this out to clients in other countries over time too. Please note that to make our returns service as simple, easy, and convenient as possible for you, you will need to follow the instructions below, pay for and receive the DHL shipping label from us, and then drop off your parcel at one of the many DHL Service Point locations in the US. Please do not go direct to a DHL location or store before you have read these steps below, and have received a quote and paid for a DHL return label from The Safari Store - and then received the DHL shipping label from The Safari Store. These steps do not work if you go direct to DHL and they will charge you much higher rates. You are also able to return your parcel anyway you please, but the DHL Return Service should save you money and time as we do all the paperwork for you. It is offered as a convenient service for our US clients. Our usual returns terms & conditions apply and we are only able to offer this service to clients who have received their order within the last 30 days
  Step 1: Please first use this link to check that there is a DHL Service Point drop-off point location close to you: https://locator.dhl.com/ (instructions for the DHL Service Point page are located at Step 8a below). This DHL Returns Service was designed to work on a drop off basis, but DHL may offer to collect from you too. We provide more information on this when we email the DHL shipping label to you. For now, please ensure that you complete the steps below and receive a DHL airway bill from us before going to the DHL Service Point, or trying to arrange a collection. Please do not go to a DHL Service Point if you have not completed the steps below. If there is no DHL Service Point close to you, then you will not be able to use this service as it may be that DHL is also not able to collect from your address.
  Step 2: Go to our dedicated returns page. Read the instructions and complete our returns form on our returns page. We need this form completed in full first, as it also helps us with customs information for your return. Top tip: to save time where you need to exchange items, please place a new order by shopping on our online store for the items you wish to receive in exchange and send your return back for a refund.
  Step 3: Neatly pack your return into a parcel, but do not tape it closed just yet as should you go ahead with this service then DHL may need to check the contents before shipping. Couriers work on volumetric weight so the smaller you make the parcel, the better. Please remember though that items must be in a new and saleable condition to qualify for a refund or exchange and must not arrive back damaged so bear that in mind when packaging your returns. For more information and terms, please see our returns page.
  Step 4: The following steps need to be accurate or we will have to bill you for any differences reported by DHL as they will both weigh and measure your box. Weigh the parcel and take the following measurements: length x width x height for the box. Please record whether the measurements are in inches or centimetres and if the weight is in kilograms or pounds. Here below is an image showing how to measure length, width, and height.
  
  Step 5: Reply to the returns email you will have received having completed step 2 above - or send a new email to service@thesafaristore.com if you cannot find your returns email - and simply let us know the weights and dimensions for your parcel. If you have not completed the returns form, then we will need a detailed list of the colour, size, and quantity for each item being returned.
  Step 6: We will then work out the returns quote with DHL and send you a payment link to pay for the return.
  Step 7: Once we have received payment, we will do the DHL paperwork for you and send you the DHL airway bill (shipping label) and any other information they want included with the parcel.
  Step 8: Print these off, attach to the parcel, and then take your parcel to the DHL Service Point drop-off point which is convenient for you. Note that The Safari Store returns invoice goes inside the parcel and not on the outside. DHL may also include a link to arrange a collection from you - this is usually on the last page of the labels we send to you from DHL. Here is the link to find your nearest DHL Service Point drop-off point: https://locator.dhl.com/
  Step 8a: Using DHL locator:
  Go to https://locator.dhl.com/
  Select your country
  Enter your zipcode
  Select “Send a shipment”
  For the payment option dropdown, select “I have a DHL account or return shipment”
  For the handling option, select “I have printed a DHL Label” - you will need to have the DHL printed off.
  Click on "Search"
  A list of DHL Service Points in your area will then come up for you to choose the most convenient one for you to visit to drop your returns parcel off with.
  Step 9: Please make sure that you get a receipt from the DHL drop off point to prove that you dropped the parcel off with them. We do still need your return to arrive with us in order for us to proceed with processing your return so please do keep an eye on the tracking for your return parcel to ensure it gets to us. As soon as we have received your return back in the UK, we will then proceed with your exchange or refund. Please remember our top tip though to rather purchase the new items you require in exchange from us straight away from our online store and to then return your items for a refund.