We get asked all sorts of interesting & 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 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.
For example an order shipped to the USA whose declared value (including shipping costs) is under $800 will generally be cleared without any additional duty or paperwork by Customs and Border Protection CBP.
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.
We hope that your shopping experience on our website is quick and easy so that you have more time out in there in the sunshine enjoying your Pink House Mustique designs, but if you do need to get in touch please fill in the form or see contact details below
Media & press: firstname.lastname@example.org
or call us on +44 207 193 7525