Delivery, Returns & Refunds

DELIVERY RATES

United Kingdom Standard  (Royal Mail Tracked 48, no signature required)

Check here: https://www.royalmail.com/service-updates
for Royal Mail's most up to date service expectations

£3.50

over £50 FREE

United Kingdom Weekday Next Day Delivery (Royal Mail special delivery)
*orders to be received by noon - signature required
**This service does not include weekends. ie if you place an order using this service on Friday before noon, your order will arrive with you on Monday.

£8.95

over £500 FREE
*SIGNATURE REQUIRED
Europe (courier service 3-5 working days) 

£15
Duties & Taxes included

over £200 FREE

United States Mainland (courier service 3-5 working days)**

**Orders of a value higher than $640 may take between 5 - 7 working days.

$32
Duties & Taxes included

over $250 FREE

Rest of the World (tracked courier up to 10 days)

£35

**You may need to pay extra duties and taxes on import

over £200 FREE

Please understand that fragile and oversized items are not included in our free shipping offer and may take up to 14 working days to arrive.
If you live outside of the UK, EU or USA mainland please contact us at sales@pinkhousemustique.com for delivery options for ordering fragile or oversized items.

Please be assured that we ship all our orders in good faith, but once parcels leave our doors we have to rely on our shipping partners to do their part, according to the time frames above. You will be sent tracking information in order that you can see the progress leading to your safe delivery.
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DUTIES, TAXES & FEES

European customers:  An unfortunate reality of post Brexit status for the UK means that some orders shipped to EU countries will now have duties & 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 currently delivering orders to the USA with the cost of all duties & taxes pre-paid, so there should be no additional import fees when your order arrives.

Shipping destinations outside of the UK to which we currently cover the cost of all import duties & taxes at checkout:
USA, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
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, origin country, and the taxes, duties and fees of the destination country.

You can estimate if your order will incur import duty at https://www.simplyduty.com/import-calculator/

RETURNS POLICY

It is important to us that you are completely satisfied with your purchase. If for any reason you are not happy with your selection, we will gladly issue a refund for the value of the merchandise (original shipping and handling fees are non-refundable), if you return to us within 30 days of purchase. Please note that you must pay for the postage cost to return your items wherever in the world you may be.
(Customs and duty fees, if applicable, if you are outside the United Kingdom or the United States are also your responsibility).

It is recommended that you obtain a proof of postage receipt and use a recorded service as we cannot be held responsible for any lost parcels. Your refund will be issued within 14 working days from receipt of your return (conditions below).


HOW TO RETURN YOUR ITEM

Please ensure that your item is returned to us in its original condition and packaging, with all labels intact. Goods must be unworn and unwashed and where relevant hygiene strips must be in place.

We cannot accept returns if:
- Any item is returned more than 30 days after purchase.
- Any item is damaged, has missing parts or is not in its original condition.

1) Simply complete the Returns Form that is enclosed with your order and post back to us along with your unwanted items mark clearly with "RETURNING GOODS"

2) Please notify us at returns@pinkhousemustique.com including your order number so that we know to expect your goods.

Please note that you are responsible for the postage cost to return your items (plus customs and duty fees, if applicable, if you are outside the United Kingdom or the United States).

We suggest that you request a receipt for any item that you post because we cannot take responsibility for items that, for whatever reason, fail to reach our warehouses.

Exchanged goods are sent back out to you free of charge. 

REFUNDS
After we have received your item in its original condition, we will process the refund and notify you via e-mail. The refund will be in the same form of payment that you originally used. Please allow up to 14 working days for returns to be processed.

Cost of delivery will only be refunded the if your order is incorrect or faulty. If the item is faulty when you receive it, please notify us within 14 days of receipt. 

FAULTY ITEMS

Please carefully check your items when they arrive to ensure you are completely satisfied. Should you receive a faulty/damaged item, please email us at returns@pinkhousemustique.com to let us know and then follow the Returns Procedure above.

For any issues or for further assistance, please contact us at returns@pinkhousemustique.com

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