Granny Kelly

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Refunds & Exchanges

At Granny Kelly official website, we believe buying a book or toy for your child should feel joyful and risk-free. Every Freddie Star gift set and every copy of A Star for Christmas Eve is prepared with care, but if something isn’t right, we’ll make it right. Our policy is designed to give you complete peace of mind from the moment you order to the moment your child unwraps their gift.

Easy 30-Day Returns

We offer a 30-day return window on all purchases. If you decide the gift set or book isn’t quite right for your family, you can return it to us, no complicated forms, no hard questions.

  • Items must be unused and in the same condition you received them.
  • Please include the original packaging, as many families love to keep the gift box as part of the memory.
  • Once we receive your return, we’ll issue a full refund using your original payment method.

We process refunds quickly, because we know nobody likes waiting to get their money back. Most refunds appear in your account within 3–5 working days, depending on your bank.

Stress-Free Exchanges

Sometimes children change their minds, or you may want to give Freddie to someone else instead. We’re happy to offer exchanges wherever stock allows.

  • Simply contact us before sending your item back so we can reserve a replacement.
  • Exchanges are handled with the same care and speed as refunds.
  • If the replacement costs less, we’ll refund the difference. If it costs more, we’ll guide you through a simple top-up payment.

Pre-Order Confidence

We understand pre-ordering can feel like a big step, especially when you’re ordering for Christmas. That’s why our policy makes pre-orders completely safe:

  • Cancel anytime before dispatch for an instant full refund.
  • If you change your mind after your set has shipped, you can still return it within 30 days.
  • You’ll never lose your place in the pre-order queue by asking questions or making changes. We’re here to help, not pressure.

Gift Returns

If you received Freddie Star as a gift, you can still return or exchange it. If you have the order number, please provide it. Alternatively, buyer information will help us find the purchase. We will gladly exchange it or issue store credit if we cannot arrange a refund directly.

How to Start a Return or Exchange

  1. Email us at info@freddiestar.com with your order number.
  2. You can tell us if you want a refund, a replacement or an exchange.
  3. We will provide you with the return address and give you complete return/exchange instructions.
  4. Pack the item securely, ideally in the original packaging.
  5. Send it back once we receive it, and we’ll process your request quickly.

Our Customer Promise

We want every family to feel confident choosing Freddie Star and A Star for Christmas Eve. That’s why our policy always leans in your favour:

  • No hidden fees.
  • No complicated forms.
  • No stress.

 

We treat every return, refund, or exchange as part of building trust because, for us, this isn’t just about products. It’s about creating memories your family will treasure.

 

Order today knowing that if anything isn’t right, we’re only an email away and ready to help.