Frequently Asked Questions

We receive lots of enquiries every day, so we’d love it if you checked our Frequently Asked Questions below for an answer to your query. 

If your answer is not included below, we’ll be happy to help – please email us or use our Contact form.

Our Mall Cribbs Causeway shop phone number is 01179 594201 

Special Offer Policy

For items purchased in multi buy offers such as 3 for 2, buy one get one 50% off, etc, you must return all items purchased under the offer for a full refund as we will not refund on part purchase.

Exchanges will only be authorised when presenting a valid receipt and within 28 days of purchase. You can only exchange the item for another item included in the original 3 for 2 promotion. This item must either be the same value or lower than the one you wish to exchange, or you can exchange for a higher value figurine and pay the difference.

Please note we are not always able to offer the same special prices and offers both in store and online. Please e-mail if you would like confirm any special offer details. 

This does not affect your statutory rights.

I have signed up to the Gromit Unleashed e-newsletter but I am not receiving it. What can I do? 

Please check your email’s junk or spam folder. If the newsletters are being sent there, please add to your email address book, to help ensure the newsletter is not marked as spam. If you cannot find our newsletter in your spam folder, we advise you to try re-subscribing to our mailing list in our sign-up box at

If you are still experiencing issues, please contact our team at

Do profits from my purchase go to The Grand Appeal charity? 

All profits from sales of Gromit Unleashed merchandise go to Wallace & Gromit's Grand Appeal, the Bristol Children's Hospital Charity, to help support sick children and babies from Bristol and beyond. All profits from sales of Shaun in the City merchandise support children in hospitals across the UK.

Can I pre-order a figurine? 

We are currently unable to take pre-orders for figurines.

Which sculpture designs are produced as figurines?

We have Gromit Unleashed and Shaun in the City figurine designs in development and all new figurine designs are announced via our e-newsletters - you can sign up at and

How will I know when a figurine I want is on sale? 

We issue release dates of new figurine designs through our e-newsletters – you can sign up by visiting or and entering your details in the field provided. 

I live outside the UK – is it possible to buy online? 

We are able to deliver to Europe and certain countries outside of Europe – if you do not see your country listed, please contact and we’ll be happy to help. 

How much does UK postage cost?

Order total                         Postage cost

Up to £50.00                        £3.95

£50.00 and up                      Free*

*For a limited time only.

Can you deliver to an address other than my billing address? 

Your delivery address does not have to match your billing address; you can choose where you'd like to have your order delivered. Please note we cannot accept PO Box addresses for delivery. 

How will I know I have placed my order successfully? 

You will receive an email as soon as you've placed your order to confirm we have received it. 

How long will it take to deliver my order? 

Please allow 3 - 5 working days for delivery.

I’ve received my item and I’m not happy with it. What can I do?

Following distance selling regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you return your goods within 7 working days from the day of delivery with proof of purchase if you change your mind about the purchase or if it is not what you had expected. The goods must be in ‘as new condition’.

If your product is faulty, please contact within 28 days of receiving your order to arrange a return/exchange of your order. Orders can also be exchanged at our shop at The Mall at Cribbs Causeway - please bring along the confirmation email you received when you placed your order, or the in-store receipt as proof of purchase.

You may like to call our shop to check stock availability before making the trip – their number is 01179 594201. 

Can I exchange a non-faulty item purchased from your store, or a non-faulty item I have received as a gift?

We are only able to offer an exchange service to customers who are able to provide proof of purchase for the item purchased/received. If you are buying one of our products as a gift, please request a gift receipt or keep your till receipt to be used in the event that the recipient would like to exchange the item.

We cannot exchange non-faulty goods without proof of purchase for the below reasons

  • We can only offer this service within 28 days and need to know when the order/purchase was made. 
  • Our products are listed for sale on other websites and we need to know that it was purchased from our store.
  • Our products are sometimes sold at special offer and reduced prices, we need to know the value of the product at the time of purchase to enable an exchange of the same value