We get asked all sorts of interesting and wonderful questions but here are some of the more frequent ones in case our office happens to be closed and you want a quick response!
Can I have tracking for my order?
My standard delivery order hasn't arrived yet!
We love Royal Mail as their delivery record is usually very quick and reliable and although the delivery aim for this service is up to three working days your order will often be delivered to your door within two days using this service, if ordered on a weekday! Very rarely something might go astray - if your order hasn't arrived yet please check the tracking number and then get in touch with us and we can see what we can do to help. You can also check here for Royal Mail's most up to date service expectations.
I selected next day delivery but my order hasn't arrived the next day!
For UK Weekday Next Day Delivery orders we need to receive the order by 12:00 noon (UK) for it to be packed, dispatched and then arrive with you the next working day.
For example - if you make an order on Friday morning before noon, it will be delivered to you on Monday.
If you place an order on Friday afternoon or over the weekend, your order will be packed and collected on Monday and will arrive with you on Tuesday.
How can I check on my order being delivered outside of the UK?
Orders sent to Europe, USA & Rest of World have tracking numbers which you will be notified of via email once your order is dispatched. If you have activated a customer account with us you can also log into your account to check the tracking number and follow the status of your order.
My order is being delivered to a country outside of the UK and hasn't arrived yet!
Our international orders are sent with trusted couriers, usually DHL, UPS or Fedex and normally arrive within 3 working days. Very occasionally orders are delayed coming through customs, particularly during holiday or very busy sales periods. If your order hasn't arrived after 10 working days do drop us a line at email@example.com and we'll do our very best to find out the hitch and locate your order.
I've had an unexpected bill for my international order!
When an order is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.
Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.
European customers: An unfortunate reality of post Brexit status for the UK means that some orders shipped to EU countries will now have duties and taxes applied. We are currently bearing the cost of these additional fees to minimise the inconvenience and confusion for our European customers.
US customers: We are also trialling delivering orders to the USA with the cost of all duties and taxes pre-paid, so no additional import fees when your order arrives.
Shipping *destinations to which we currently cover the cost of all import duties and taxes at checkout:
UK, USA, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece,
*This policy and the list of countries it covers is subject to change without notice.
If your delivery address is outside of the countries listed above then your order may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination and will usually not be released by the courier to your address until you have paid all applicable fees.
Import charges can vary widely but are most commonly based on: the price and type of item; package weight and dimensions; country of origin; taxes, duties and fees of the destination country.
You can estimate if your order will incur import duty here
While I was on Mustique I saw something in the Pink House Shop that I can't find on your website?
The Pink House boutique on Mustique is our sister company and while we are obviously very close we don't necessarily stock all the same items. So sisters - not twins!
While I was on Mustique I bought something in the Pink House Shop that I would like to return?
We are separate business entities and so for the same reasons as stated above unfortunately we cannot accept returns or refund items bought from the shop on Mustique. We can happily put you in touch with the shop on Mustique to see if they can help you.
I've been given a Pink House Mustique Gift Card, how do I use it?
Gift Cards are used as a form of payment when you checkout, you just need to enter your Gift Card code in the order summary section at checkout. Click "Apply" and the value of your card will be deducted from your final order total which includes shipping and taxes.
I didn't use the full value of my Gift Card, can I use it again?
Yes, you can continue to use your same Gift Card code against purchases until the balance is used up in full. There is no expiry date, so no panic or hurry to use it within a certain time frame. If you have forgotten how much you have left on your balance please contact us at firstname.lastname@example.org and we will be happy help you.
Can I use more than one Gift Card towards a purchase?
Yes, as Gift Cards are a form of payment you can redeem more than one gift card during checkout and also apply relevant special offer or discount codes if they are valid and apply to the products in your basket.
We hope that your shopping experience on our website is quick and easy but if you do need to get in touch please fill in the form or see contact details below.
Sales queries: email@example.com
Wholesale enquiries: firstname.lastname@example.org
Media & press: email@example.com
or call us on: +44 (0)207 193 7525