FAQ's
Customer Help
Here you will find answers to the most commonly asked questions.
Can't find the answer you need? Then use our Live Chat (bottom right corner) or email us.
Shopping With Generous APE
-
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.
-
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.
-
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 Generous APE has purchased 2500 acres of land!
-
The following brands are excluded from the 15% off offer:
- Batch LDN
- Wills Vegan Store*
- Waterrower NOHrD
If you are still having trouble please contact us where we will be happy to apply the discount.
*We offer a 10% off welcome discount on Wills Vegan Store.
-
If you are an ethical independent brand whose values align with ours we would love to have you on board! Please fill out our Brand Enquiry form to discuss partnering with Generous APE!
-
Most of our product descriptions contain product sizing details on the product page plus 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.
Shipping & Delivery
-
Shipping can take up to 5 business days.
Our international brands and made to order brands will take longer. This will be specified on the product page.
-
WaterRower NOHRD equipment is made by hand in small batches in their factories in the USA and Germany. Upon placing an order for items with a forecasted delivery time, the next available stock arriving in the UK is allocated to you.
As soon as your equipment arrives at their UK distribution hub, one of our team will be in touch to arrange expedited delivery.
On average this is 6-8 weeks from the time of order.
Welcome discounts can not be used on Waterrower products.
-
BATCH LDN produce their suits to order. This saves you 50% of the usual cost to produce a luxury suit. The usual time frame is about 6 weeks from date of order.
Welcome discounts can not be used on Batch LDN products.
-
Shipping is £4.95 or free on orders over £100
-
Yes, we offer free shipping on orders over £100.
-
All orders come directly from the brands.
If you have ordered from multiple brands you will receive multiple packages.
If it has been a few weeks since you ordered (non made to order items) and you have not received anything please contact our customer service team.
-
If the brand has used tracked shipping you will receive your tracking number via email. You can see if your order has been shipped via our automated Live Chat or you can email info@generousape.com for an update.
-
Please allow up to 10 working days for orders to arrive. Please note that our international brands take longer to ship. If your order still hasn’t arrived, please email info@generousape.com
-
All products shipped within the UK include VAT.
Products from our international brands may incur additional import duties.
You can see on each product where it is shipping from.
Please visit www.gov.uk/goods-sent-from-abroad/tax-and-duty for further information on Import Duties.
Returns & Refunds
-
We understand that sometimes you need to return a purchase, maybe it is the wrong size or doesn't look the same to the picture online, not to worry!
We accept returns within 30 days of purchase.
You are responsible for the cost of returning items, unless faulty or incorrect item received.
Some independent brands offer free return labels, you will be advised this when you submit your return request.
See our full Returns Policy.
-
A refund request can be submitted within a month after the purchase is made.
-
You will be refunded for the cost of goods only, unless your item was faulty or wrong - then we will reimburse postage costs too.
Made to order and personalised items can not be returned.
Please note that we also do not accept returns on sale items unless faulty or the wrong item is sent.
Please check our Terms of Service to see if you're eligible for a refund.
-
If the item you receive is wrong or faulty we will cover the cost of your return.
-
Sale items are non returnable unless faulty.
-
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 still return the item once received.
Payments & Safety
-
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
-
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
-
We accept payments from major credit card companies like Visa, Mastercard, and American Express as well as Apple Pay, Google Pay, Shop Pay & Clearpay.
-
1. What is Clearpay?
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply).
The service is provided by Clearpay Finance Ltd.
2. How do I use Clearpay?
Just shop on Generous APE and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).If you’ve used Clearpay before, just log in to your Clearpay account.
Then complete your order!
3. Where can I use Clearpay?
Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
4. Who can use Clearpay?
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
5. How does the Clearpay payment schedule work?Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
6. What if I can’t pay a Clearpay instalment?
If you cannot make a payment, please contact Clearpay here.As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £36, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
7. When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes like any order from Generous APE.
8. Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, your order value including shipping must be between £0 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
9. Can I use another form of payment with Clearpay?
Yes, you may also use a gift card or promotional code with Clearpay to pay for your purchase.
10. How do I return or exchange an item purchased with Clearpay?
Items purchased with Clearpay follow our standard return process.
Please note, refunds for Clearpay purchases will be refunded from Merchant Site to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until Generous APE has confirmed receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
11. Where can I find out more about Clearpay?