Buyer FAQs

As every item sold in The Octopus Garden is made, sold and sent by the seller direct, all questions and queries relating to the purchase, receipt, return or refund should be raised direct with the seller using the form on their shop page, or if available any other contact details provided on their shop page.  However, all of our sellers are governed by the following blanket policies, to ensure that you can shop in confidence.

Every seller has their own shop page, that they can promote via social media. friends, family etc.  Sales are made via the website and order information and payment is forwarded onto the seller who will create and send your chosen item direct.

Every time you shop in The Octopus Garden you are supporting a small creative business.  Every item for sale in The Octopus Garden is designed, made, sold and shipped by the seller.


    Once you have made your order, the seller will be advised of the specifics and will proceed to lovingly create your item.  If they require further information from you they will contact you via email to discuss (we will ask you for your email during the order process if there is the possibility that the seller may need to contact you.

    You are free to contact the seller via the contact form on their shop page, prior to or after you have made a purchase if you have any questions or would like to provide further information on your item requirements.

    You can buy from more than 1 seller in 1 transaction, however each seller will have their own P&P costs and lead / despatch times will vary between different sellers.  Your items will be received separately even when ordered together.

    Delivery options for each item and seller may vary depending on the size and weight of the item being posted.  Prices and shipping information will be detailed on individual product pages.  Delivery and lead times will also vary between products and will be dependent on the product purchased and delivery location.WE ONLY SHIP TO UK and EU Countries.

    If you are outside of the UK or the EU please use the contact form on the relevant sellers page to discuss ordering with them directly and independently of The Octopus Garden.  Please note that any arrangements made between you and a seller for purchase of products being delivered outside of the UK or EU are done so completely independently of The Octopus Garden and we will take no responsibility of any issues arising from direct seller contact, including but not limited to failure to arrive, faulty goods or damaged goods, and all issues will be dealt with directly with the seller away from this site and The Octopus Garden………………….

    Orders placed that require International Shipping, where the shop / product purchased is not available for International Shipping (Each product page that does not provide international shipping will say so clearly on the shop and product page) or the seller has not been contacted prior to purchase where necessary, will be cancelled and refunded without warning.  Please make sure the item you are interested in offers the correct shipping prior to purchase.

    Please be aware that internationally sent items can occasionally be held in customs for a number of weeks.  Our sellers have no control over this.  If you have a deadline for receipt of your product please bear this in mind and provide your deadline on the note to seller.

    Delivery charges will vary from shop to shop and will be based on the type of shipping offered, size and weight of product being shipped.  Shipping costs are visible on each product page.

    If you order goods from our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

    UK, Europe

    For most products, you have 28 days to notify the seller if you wish to cancel your order or exchange your item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (please see below for information on what is cancelable).

    To cancel your order, or return or exchange a product

    1. Contact the seller to let them know that you wish to cancel your order, or return or exchange a product by sending them a direct message via their shop page.

    2. If already received, package the item up and send it back to the seller within 14 days of letting them know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

    3. Our sellers receive payments received on a daily basis, so they will

    Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the seller and agreed that doing so won’t affect any refund you may be entitled to.

    Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

    Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.

    All sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us.

    Gift vouchers are refundable within seven business days of purchase (see our gift voucher terms and conditions).

    what you can’t send back

    Unfortunately, some items are non-cancelable and non-refundable:

    • Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can’t be resold due to a bespoke element

    • Perishable products (like food or flowers)

    • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics

    • Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

    To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.


    Any issues should be addressed with the seller direct.  You can do this via the contact form on their shop page or the product page, or via the direct email address provided below the contact form.  If a seller does not address your issue according to the policies on this site please use the main contact us form and we will endeavour to investigate further with the seller.