TERMS & CONDITIONS

Last updated: 18 August 2026

1. ABOUT US

This website, friendlyturtle.com, is operated by The Friendly Turtle Company Ltd, trading as Friendly Turtle.

Company name: The Friendly Turtle Company Ltd
Company number: 11720790
Registered in: England and Wales
Registered office: 276 Chase Road, Suite 7-0233 Lonsto House, London, England, N14 6HA, United Kingdom
Email: hello@friendlyturtle.com

References in these Terms to “Friendly Turtle”, “we”, “us” or “our” mean The Friendly Turtle Company Ltd.

These Terms apply to purchases made by consumers through friendlyturtle.com.

If you are purchasing for business, wholesale or other commercial purposes, separate terms may apply and will be agreed where appropriate.

2. THESE TERMS

By placing an order through our website, you agree to these Terms & Conditions.

Please also read our current:

• Shipping Policy
• Returns & Refunds Policy
• Privacy Policy
• Price Match Guarantee Policy, where applicable

These policies contain additional information relevant to your purchase.

Nothing in these Terms affects your statutory consumer rights.

3. PRODUCT INFORMATION

We take reasonable care to ensure that product descriptions, prices, photographs and other information displayed on our website are accurate.

Colours, finishes, textures and appearance may vary slightly depending on your screen or device.

Product packaging, ingredients, specifications or designs may occasionally be updated by a manufacturer. Where appropriate, we will make reasonable efforts to keep product information current.

Nothing in this section affects your rights where goods are faulty, not as described, of unsatisfactory quality or not fit for purpose.

4. AVAILABILITY

All products are subject to availability.

In rare circumstances, an item may become unavailable after an order has been placed.

If we are unable to supply an item, we will contact you and refund any amount paid for that item where appropriate.

5. PLACING AN ORDER

When you place an order, you are responsible for ensuring that the information you provide, including your delivery address and contact details, is complete and accurate.

After placing an order, you will normally receive an order acknowledgement by email.

An order acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract between you and Friendly Turtle is formed when we confirm that the relevant goods have been dispatched or otherwise supplied.

We may decline or cancel an order before acceptance where, for example:

• A product is unavailable.
• Payment cannot be authorised.
• We reasonably suspect fraudulent or unauthorised activity.
• There is an obvious pricing or product information error.
• A delivery restriction prevents us from fulfilling the order.
• A technical or operational error prevents us from completing the order.

If payment has already been taken for an order that we cannot accept, the relevant amount will be refunded.

6. PRICES

Prices displayed on our website are shown inclusive of applicable UK taxes where required.

Prices may change from time to time, but changes will not normally affect an order that has already been accepted.

If we discover an obvious pricing error before accepting your order, we may contact you to give you the option of continuing at the correct price or cancelling the affected item.

Delivery charges, where applicable, are shown separately during checkout.

7. PAYMENT

The payment methods currently available for your order will be displayed at checkout.

Available payment methods may vary depending on your location, order value, device or eligibility.

Payment must be authorised before an order can be processed.

If a payment is pending or requires additional confirmation, your order may be placed on hold until payment has been authorised.

8. THIRD-PARTY PAYMENT AND BUY NOW, PAY LATER SERVICES

Where you choose a third-party payment service or Buy Now, Pay Later option displayed at checkout, additional eligibility requirements and terms from that provider may apply.

Any credit, instalment or payment arrangement offered by a third-party provider is subject to that provider’s own approval process and terms.

Friendly Turtle does not determine whether a customer is approved for a third-party credit or instalment product.

Refunds for purchases made through these services will normally be returned through the same payment provider in accordance with the applicable refund process.

9. DELIVERY

The delivery services, prices and estimated delivery times currently available for your order are displayed at checkout.

Please see our Shipping Policy for current delivery destinations, rates and further information.

Delivery times are estimates unless expressly stated otherwise.

Occasionally delivery may be affected by circumstances outside our reasonable control, including courier delays, customs processing, adverse weather, public holidays or disruption to transport services.

Where tracking is available for your delivery service, tracking information will normally be provided after dispatch.

10. DELIVERY ADDRESSES

You are responsible for providing a complete and accurate delivery address when placing your order.

If you notice an error, please contact hello@friendlyturtle.com as soon as possible.

We will try to help before an order has been dispatched, but changes cannot always be guaranteed.

If a parcel is returned to us because the delivery address supplied was incorrect or incomplete, an additional delivery charge may apply if you request redelivery.

If a refund is requested instead, the original delivery cost may be deducted where appropriate.

Nothing in this section limits any rights you may have where an error was caused by us.

11. INTERNATIONAL ORDERS

International delivery is available only to destinations currently supported by our checkout.

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are outside Friendly Turtle’s control and are the responsibility of the customer.

Please check our Shipping Policy and the options displayed at checkout for current international delivery information.

12. CANCELLING AN ORDER BEFORE DISPATCH

If you want to cancel or change an order, contact us as soon as possible at hello@friendlyturtle.com.

We will do our best to help if the order has not yet been processed or dispatched.

Once an order has entered fulfilment or has been dispatched, we may be unable to cancel or amend it. Your applicable return and cancellation rights will still remain available.

13. YOUR RIGHT TO CANCEL AN ONLINE PURCHASE

For most eligible online purchases, consumers have the right to tell us that they wish to cancel their purchase within 14 days of receiving the goods.

After notifying us, eligible goods should normally be returned within the following 14 days.

Certain goods may be excluded from change-of-mind cancellation rights, including some sealed products that are unsuitable for return for health or hygiene reasons once unsealed.

Please see our Returns & Refunds Policy for full details and contact us before returning anything.

These cancellation rights are separate from, and do not reduce, your rights where goods are faulty, damaged, incorrect or not as described.

14. RETURNS AND REFUNDS

To start a return, please email hello@friendlyturtle.com before sending an item back.

Please include:

• Your order number.
• The product you wish to return.
• The reason for the return.

We will confirm the appropriate next steps.

Where applicable, returned goods should be in an as-new condition with their original packaging, accessories and seals intact.

You may inspect an eligible product as you reasonably would in a shop. A refund may be reduced where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function.

For eligible statutory cancellations, any standard outbound delivery charge that you paid will also be refunded.

If you selected a more expensive delivery service, we are not required to refund more than the cost of the standard delivery option.

Please see our Returns & Refunds Policy for full details.

15. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

Your statutory consumer rights are not affected by these Terms.

Goods supplied by us must meet the standards required by applicable consumer law, including being as described, of satisfactory quality and fit for purpose where applicable.

If your order arrives damaged, faulty, incorrect or not as described, please contact hello@friendlyturtle.com as soon as reasonably possible.

Please provide your order number and photographs where relevant so that we can investigate the issue efficiently.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, refund or other solution.

16. PROMOTIONS AND DISCOUNT CODES

We may offer promotions, discount codes or special offers from time to time.

Additional terms, eligibility requirements, expiry dates or exclusions may apply to individual promotions.

Promotions cannot necessarily be combined unless expressly stated.

We reserve the right to refuse or withdraw a promotion where it has been used fraudulently, contrary to its stated terms or as a result of an obvious technical error.

This does not affect orders that have already been validly accepted unless required by law.

17. STUDENT DISCOUNTS

Eligible customers may be able to access student discounts through participating student-discount partners.

Verification, eligibility and offer terms are determined by the relevant promotion and may change from time to time.

The current offer available to you should be checked through the relevant student-discount partner or Friendly Turtle website.

18. PRICE MATCHING

Friendly Turtle offers price matching on eligible products.

Price-match requests are subject to our current Price Match Guarantee Policy.

To request a price match, contact hello@friendlyturtle.com before ordering with details of the Friendly Turtle product, the competing offer, URL and advertised price.

We will review the identical product and variant, current price and availability before confirming whether a price match can be offered.

19. LIABILITY

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited.

In particular, nothing in these Terms excludes or limits:

• Your statutory consumer rights.
• Liability for death or personal injury caused by negligence.
• Liability for fraud or fraudulent misrepresentation.
• Any other liability that cannot legally be excluded.

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable, were not caused by our breach or negligence, or result from circumstances for which we are not legally responsible.

If you are purchasing as a consumer, we are not responsible for business losses such as loss of profit, business opportunity, revenue or commercial interruption arising from your use of products purchased primarily for personal use.

20. EVENTS OUTSIDE OUR REASONABLE CONTROL

We will not be responsible for a delay or failure caused by circumstances outside our reasonable control.

Where such an event significantly affects our ability to fulfil an order, we will take reasonable steps to minimise the impact and will contact you where appropriate.

Any statutory rights you have in relation to significant delays or non-performance remain unaffected.

21. COMPLAINTS

If you have a complaint about an order, product or our service, please contact:

hello@friendlyturtle.com

Please include your order number where relevant so that we can investigate the matter.

We will aim to deal with complaints fairly and as promptly as reasonably possible.

22. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes to our business, services, website or applicable requirements.

The Terms applying to an order will normally be those in force when that order was placed.

Changes to these Terms will not retrospectively remove rights you already have under an existing contract.

23. SEVERABILITY

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

24. WAIVER

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

25. GOVERNING LAW AND JURISDICTION

These Terms and contracts made through Friendly Turtle are governed by the laws of England and Wales.

If you are a consumer, nothing in this clause removes any mandatory consumer protections that apply to you under applicable law.

Depending on where you live, you may also be entitled to bring proceedings in another court available to you under applicable consumer law.

26. CONTACT

The Friendly Turtle Company Ltd
Trading as Friendly Turtle
Company number: 11720790

Registered office:
276 Chase Road
Suite 7-0233 Lonsto House
London
England
N14 6HA
United Kingdom

Email: hello@friendlyturtle.com

Website: friendlyturtle.com