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!
Is COVID-19 affecting orders & delivery?
During this uncertain time we would like to reassure you that we are doing our utmost to protect the health of our staff while still providing the best support possible to our online customers. We remain operational, our warehouse partially open with minimal staff, working in isolation, and the rest of the team working remotely.
Due to some disruption to shipping services your order may arrive just a day or two later than our usual super speedy services. We have extended our returns window to 60 days of receipt and are now offering FREE International shipping for orders over £200, and FREE UK delivery for orders over £50.
You can check here: https://www.royalmail.com/coronavirus for Royal Mail's most up to date service expectations.
We usually send our EU & international orders via UPS - see their Coronavirus updates here: https://www.ups.com/gb/en/about/news/important-updates.page
Can I have tracking for my order?
For 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 at the weekend your order will be packed and collected on Monday and will arrive with you on Tuesday.
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 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, Canada, 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