Customer Service
- We ship Worldwide.
- International orders are shipped by Royal Mail International service (Internation Airmail Packets).You can view information on expected prices at the Royal Mail site here: international
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Delivery
Delivery within the UK is a fixed-fee, never exceeding £4.95 and is free when you spend over £49. UK orders are shipped by our dedicated courrier service and you will be provided with a unique tracking reference.
All orders will be sent out within 48hours of payment.
We can not in any way be held responsible for non receipt of packets that have been mailed.
On delivery of your products, you will be asked to sign for the goods and to inspect all the goods that have been unpacked to ensure you accept them. For this reason you should be present at delivery yourself. However, if you do ask someone else to take delivery for you, then you must make sure that they are aware of what they need to do.
Delays in Delivery
Occasionally the delivery of your goods may be delayed by circumstances outside our control. If for any reason we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe then we will notify you of the delay and new timeframe as soon as possible. If you cannot wait for the goods, you must let us have notice of cancellation from the person who placed the order within 7 calendar days of you receiving notification about the delay. If we receive your notice of cancellation as set out above within such 7 day period, then we will let you have a full refund. This request must be e-mailed to shop@pipalondon.co.uk. However, Pipa cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.
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Sale Terms and Conditions
Sale items are subject to availability and confirmation of an order is not confirmation of a sale. We endeavour to contact customers regarding any out of stock items within three working days.
Promotion Terms and Conditions
Promotional codes and offers cannot be used on sale items. Promotions apply to full priced items only, can be used once only and are not valid in conjunction with any other offer.
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You are responsible for the confidentiality and maintenance of your personal account information and password. You accept responsibility for all activities which occur under your account and password. It is important that you keep your personal details and password confidential and secure, if you have any reason to suspect that your password has become known to someone else, has been or is likely to be used without your authorisation you should contact us immediately. PipaLondon shall not be liable to any person for any loss or damage as a failure by you to protect your password or account details.
PipaLondon reserves the right to refuse access to the website, terminate personal accounts, amend and remove content and cancel orders (at no cost to you).
Your account contains all of your order history, your delivery details, address book, and e-mail preferences.
You can see and edit any of this information by logging in using your username and password.
Registration
You guarantee that when you register with us as a customer all of the information which you provide is true, accurate and up to date. If any of the information provided changes you must inform us immediately by contacting us at shop@pipalondon.co.uk or change those details by logging in to your personal account.
You must not impersonate any other person or entity or use a false name or a name which you do not have authority to use. You must not use the website in any way which will cause or is likely to cause the website to be impaired, damaged or interrupted in any way.
Price and Payment
You must pay in full for the goods (including any applicable delivery charges) at the time of placing your order.
Ownership in the goods we supply to you will not pass until we have received all sums due and payable by you for or in connection with the goods, including (where applicable) delivery charges.
Changes to your order
Once you have received confirmation of your order, changes can only be made by contacting us at shop@pipalondon.co.uk. Changes made to your order after the original confirmation will result in a new approximate time frame for delivery. We will give you an indication of the new approximate time frame once we have confirmed your changes.
Quality
Please notify us of obvious defects that are apparent on first inspection of the goods, within 7 working days of delivery and additionally, wherever possible, by describing the defects on the ‘proof of delivery’ document you are asked to sign. For other defects, please notify us as soon as you discover those defects and at the latest within 7 working days of delivery. You may notify us by e-mail at shop@pipalondon.co.uk.
Where it cannot otherwise be established that we supplied any goods that are claimed to be defective, for example because sewn-in labels have been removed, then we may require you to produce proof of purchase.
When we are satisfied that the goods are faulty you will be offered a replacement or full refund of the original purchase price.
General
We will not be responsible for any delay in complying or failure to comply with our obligations under these conditions of sale if that delay or failure is due to any circumstances outside our reasonable control including without limitation fire, flood, acts of terrorism or where we are let down by a supplier.
These conditions of sale are in addition to, and do not affect, your statutory rights as a consumer. They are the only terms and conditions that are applicable to your order.
If any term of these conditions of sale is determined by any competent authority to be invalid, unlawful or unenforceable to any extent, then such term will be severed from the remaining terms which will continue to be valid to the fullest extent permitted by law.
If you do not comply with these conditions of sale and we take no action in respect of that non-compliance, our right to take action in the same or a similar situation in the future will not be affected.
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If you're not satisfied with your order, please email us at shop@pipalondon.co.uk within 7 days of receiving your order to arrange a refund or an exchange. If you don't email us first we can't refund/exchange your item.
We must receive orders in the same condition as it was received by you. We can't make a refund for goods which have been stained or have been damaged by you after receipt.
Until the order reaches us again it is your responsibility. We recommend that you send the goods using an insured delivery service. Return shipping charges are non-refundable and are your full responsibility. Your refund will be credited in the same manner and to the same account used to make the original purchase.
Refunds
To obtain a refund the goods must be in the same condition in which you received them and you must make the goods available to us for collection. The original packaging must be unopened and undamaged in a resalable condition. If you fail to do so we reserve the right to refuse the refund or deduct a charge which will be no more than 30% of the price of the goods from your refund as we will not be able to sell those goods on at full price.
Delivery charges will be refunded in full unless we have delivered or attempted to deliver the goods before you cancel in which case they will not be refunded.
Your refund will be processed as soon as possible and in any event within no more than 30 days of the day you have given us notice of cancellation.
If you fail to send the goods back to us within 28 days of cancellation then you will be deemed to have re-ordered the goods at the price you originally paid for them.
Until the goods are returned to us, you are responsible if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation.
We will only make a refund using the same method of payment originally used by you to pay for your purchase.
Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.
ll goods are subject to availability. If for any reason beyond our control we are unable to supply any goods then you will be offered a full refund or, if available and acceptable to you, substitute goods of equivalent quality and price.