Frequently Asked Questions

How can I contact Friendly Turtle?

Email our customer service team at hello@friendlyturtle.com for help with products, orders, delivery or returns.

Do you have a physical shop or click and collect?

No. Friendly Turtle is an online retailer and we do not currently offer a customer-facing retail store or click-and-collect service.

Do you offer free UK delivery?

Yes. Free tracked delivery is currently available on eligible UK orders of £60 or more. Current delivery options and rates are shown at checkout.

Do you offer express UK delivery?

Yes. Express delivery is available for eligible UK orders, with free express delivery currently available on eligible orders of £100 or more. Checkout shows the exact options for your basket.

Do you ship internationally?

Yes. We currently ship to selected European destinations, Canada and Australia. Delivery availability, rates and estimated timeframes are confirmed at checkout.

Do you currently ship to the United States?

No. We do not currently ship to the United States.

How do I start a return?

Email hello@friendlyturtle.com before sending anything back. Include your order number, the item you want to return and the reason for the return. Please see our Returns & Refunds Policy for full details.

What if my order arrives damaged, faulty or incorrect?

Contact us as soon as possible at hello@friendlyturtle.com with your order details and, where relevant, photographs of the issue so we can help resolve it.

Which payment methods can I use?

Available payment methods are shown at checkout and may include major debit and credit cards, PayPal and supported accelerated or alternative payment options.

Do you offer Buy Now, Pay Later?

Eligible customers may be offered Buy Now, Pay Later or instalment options at checkout. Availability, plans and eligibility depend on the payment provider, customer and order.

Do you offer a student discount?

Yes. Student discount options are available through our published student discount partners. Current eligibility and terms apply.

Do you offer price matching?

Yes. We offer price matching on eligible products. Please see our Price Match Guarantee or contact hello@friendlyturtle.com before ordering.

Are all products vegan, cruelty-free, plastic-free or certified organic?

No single sustainability or certification claim applies to every product. Please check the individual product page for the most relevant materials, ingredients, certifications and brand-specific information.

Do you sell gift cards?

Yes. Friendly Turtle offers virtual gift cards that can be sent to a recipient by email.

For anything not covered here, contact hello@friendlyturtle.com.