FAQ's
Customer Help Portal
Here you will find answers to the most commonly asked questions.
Can't find the answer you need? Then use our Live Chat or email us.
Shipping & Delivery
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Shipping can take up to 5 business days.
Our international brands will take longer.
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Shipping is £4.95 or free on orders over £100
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Yes, we offer free shipping on orders over £100
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No, as a marketplace we do not ship internationally.
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All orders come directly from the brands.
If you have ordered from multiple brands you will receive multiple packages.
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You can see if your order has been shipped via our automated Live Chat or you can email info@generousape.com for an update.
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Please allow up to 7 working days for orders to arrive. Please note that our international brands take longer to ship. If your order still hasn’t arrived, please emailinfo@generousape.com
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All products shipped within the UK include VAT.
Products from our international brands may incur additional import duties.
Our international brands are:
Gunas New York
Sooka
Raiz
Dagsmejan
Brava Fabrics
Canussa
Messy Weekend
Please visit www.gov.uk/goods-sent-from-abroad/tax-and-duty for further information.
Returns & Refunds
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Yes, we offer refunds. Once you submit a return request you will be sent an address for the brand to return to and a returns label.
You are responsible for the cost of the return unless faulty.
Some brands do offer free returns, please contact us to find out.
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A refund request can be submitted within a month after the purchase is made.
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You will be refunded for the cost of goods only unless your item was faulty or wrong then we will reimburse postage costs too.
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Please visit our returns portal to submit your request.
You will then be sent details on how to return your item(s)
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If the item you receive is wrong or faulty we will cover the cost of your return.
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Sale items are non returnable unless faulty.
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We are sorry you wish to cancel your order. Please contact as soon as possible so we can stop the brand from preparing to ship. If your order has already been shipped do not worry, you can return the item.
Payments & Safety
Shopping with Generous APE
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Generous APE stands for being Generous to Animals, People and the Environment and is our mantra in everything we do here at Generous APE.
The brands we choose to work with share our ethos and by visiting their brand pages you can see what their sustainable pledge is to animals, people or the environment.
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All the brands on our site are chosen because they are producing great products with sustainability in mind.
Each brand page will tell you what they are doing in the production of their products.
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As a business we donate 10% of our profits to The World Land Trust which goes towards buying an acre, this supports the purchase and protection of threatened habitat where WLT partners buy land for an average of £100 an acre and to date (Feb 2023) Generous APE has purchased 2500 acres of land!
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Most of our products contain product sizing details on the product page and some brands have links to their own size guides.
If you need further help please reach out via live chat with a link to the item you wish to know further details about.
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The following brands are excluded from the 15% off offer:
Wills Vegan Store
Tallulah & Hope
Waterrower NOHrD
If you are still having trouble please contact us where we will be happy to apply the discount.
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Once you enter the checkout to enter your personal details there will be a box for you to enter your gift card number/discount code.
If your code is not working please contact us via our live chat in the bottom right corner or email us info@generousape.com
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If you are an ethical independent brand whose values align with ours please contact us to discuss onboarding with Generous!