Shipping Information
📒 Physical Products
We currently only ship to the UK mainland (excl. NI) and offer free shipping on all orders.
Please note that we currently are not able to ship to Scottish Highlands, The Isle of Wight, The Isle of Man, the Channel Islands (Jersey, Guernsey, Alderney, Sark and Herm), PO Boxes, and British Forces Post Office locations.
Most of our physical products are made on-demand and can take between 10-15 working days to arrive. Your products will be shipped using Royal Mail 48hr tracked delivery service.
Due to size, we're currently using an external supplier to print and ship the planners to you directly. As such, we have a very limited say in how things are handled or what courier is used.
If your order hasn’t arrived within 15 working days, please get in touch with us via email hello@ikigloo.com. We'll quickly investigate where it has gotten stuck and send you an update or offer you a replacement if needed!
Please note:
👉 If you selected "leave in a safe place" or "deliver to a neighbour" at checkout, please be aware this can make it harder for us to help if the item goes missing after it's been left as instructed.
👉 Missed deliveries, or parcels refused or returned to our supplier because they weren't collected in time from a depot or parcel shop, will incur a surcharge to cover the return costs charged to us by the courier.
👉 Please let us know if anything changes that might affect the delivery as soon as possible (e.g., the delivery address change). If the product has not shipped out yet, it will be much easier for us to make the necessary updates for you.
💻 Digital Products
When purchasing our digital planners, you’ll receive an email to download a ready-made file once your payment comes through. Please note that no physical item will be shipped; you’ll simply need to click a link after the purchase to download the file.
⚠ The download link will be available only for 7 days, so make sure you download it before it expires.
Returns & refunds
📒 Physical Products
We hope you'll be completely satisfied with your order. This policy gives you two separate ways to return something, and it's worth knowing which one applies to you.
Your legal right to cancel (first 14 days)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, without giving a reason. You're entitled to inspect and handle the product as you reasonably would in a shop before deciding to keep it. If you return it in this period, we'll refund the full product cost. Return postage is at your own cost unless the item is faulty or damaged (see below).
Our extended goodwill returns (up to 30 days)
Beyond the legal 14-day window, we also accept returns up to 30 days after you receive your order, as a goodwill extension — not a legal requirement. For this extended window, the product must be unused, in its original packaging, and accompanied by your order number.
If your item is faulty, damaged, or not as described
Please email us at hello@ikigloo.com with your order number and a photo or video showing the issue. We'll cover the return postage and refund both the product cost and your original postage within 14 working days of the item reaching us. Please use a tracked, signed-for delivery service so the return itself is protected in transit.
If you've simply changed your mind
You can return the item within 14 days of receiving it. You'll need to cover return postage using a tracked, signed-for service, and this cost isn't refundable.
This policy doesn't affect your statutory rights under UK consumer law.
💻 Digital Products
Due to the nature of the digital products, they cannot be returned, and you will not receive a refund for them unless they are faulty and not fit for purpose.
By purchasing and downloading digital products, you acknowledge that you waive your right to cancel once the download has started. This means that refunds will only be issued if the product is defective and/or does not match the description.
You are more than welcome to reach out to us at hello@ikigloo.com if you have any questions about our digital products before placing an order or if you have any issues with the order after your purchase - we’ll try to help as best as we can.
You have the right to cancel your order within 14 days, without giving a reason, counting from the day you receive your item(s).
How to cancel
Email us at hello@ikigloo.com with a clear statement that you want to cancel. You're welcome to use this template:
To: hello@ikigloo.com
Subject: Cancel my order (order number:__)
Body: I am writing to inform you that I want to cancel my order of the following:
Order date:
Order number:
Full name:
What happens next
Once we receive your cancellation request, we'll send you instructions on how to return your order. You'll need to return the item within 14 days of notifying us of your cancellation, and you're responsible for covering the return shipping costs.
Inspecting your order
You're entitled to inspect and handle the goods as you would in a physical shop before deciding whether to keep them. If the item comes back to us in a used or damaged condition beyond what's reasonably necessary for that inspection, we may deduct an amount from your refund to reflect any loss in value.
Your refund
Once we receive the returned item, we'll process your refund within 14 working days, covering the full cost of the product.
Digital products
If you've ordered a digital product, your order can't be cancelled once the download has started. By purchasing and downloading a digital product, you agree to waive your right to cancel under UK law, unless the product is faulty. If anything's wrong with your order, email us at hello@ikigloo.com and we'll do what we can to help.
This cancellation policy applies to orders cancelled under the Consumer Contracts Regulations and doesn't affect your statutory rights under UK consumer law.
Cancellations
How do I track my order?
Once your parcel is picked up by a courier, you'll receive an email with dispatch confirmation and a tracking number. If you have never received one, please email us at hello@ikigloo.com, quoting your order number, and we'll help you with that.
What if my package is lost in transit?
As our physical products are typically made on demand, they can take a little while to arrive. Please give it at least 10-15 working days after you place your order before reaching out. If you haven't received your item within 15 working days, please contact us via email with your order number and tracking information (if you received one). We will do a quick investigation and if the product has indeed been lost in transit due to a courier issue, we will send you a replacement at no extra cost. However, if the delivery address provided was incorrect and the order was sent to the wrong location or could not be delivered, we may not be able to offer a replacement. That said, we’ll do our best to assist you in locating your package!
What if my product gets damaged in transit?
Due to the nature of our products, it's unlikely that they will be damaged in transit, but unfortunately, things happen sometimes. Not to worry, though. If your item is damaged in transit, simply email us at hello@ikigloo.com. Be sure to quote your order number and attach a clear photo of the damaged item. We will send you a replacement at no extra cost.
Where do you ship to?
We currently ship our physical products to UK Mainland postcodes only, excluding Northern Ireland, Scottish Highlands, The Isle of Wight, The Isle of Man, the Channel Islands (Jersey, Guernsey, Alderney, Sark and Herm), PO Boxes, and British Forces Post Office locations.
Our digital products can, of course, be purchased and used by people from any country.
Will you refund my postage costs if I return an item?
If you return an item that has been delivered to you damaged or faulty, then we will refund your postage costs. However, if you simply change your mind and/or wish to cancel your order, you will need to cover the return costs yourself. We will also not refund postage costs if an item you wish to return has been damaged or mishandled by you, as we will not be able to resell it and will have to dispose of it.
Can I exchange an item?
Unfortunately, we do not currently offer product exchanges. If you are not happy with the product you received, please email us at hello@ikigloo.com, and we will try to help.
Where are the products made?
We're proud to say that all our products are currently designed and printed in the United Kingdom.
Can I cancel an order I already placed?
You have the right to cancel your order within 14 days without giving a reason, counting from the day you receive your order.
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