FAQs

STANDARD DELIVERY:

Delivered within 2-3 days, Monday-Saturday (excluding bank or public holidays) via Royal Mail Tracked 48 service. If your parcel exceeds the Royal Mail dimensions, we will upgrade your shipment method via DPD at no extra cost.
Any orders over £50 are FREE for UK postcodes, all orders under this value will be £3.99.
A signature will be required upon delivery.

INTERNATIONAL DELIVERY

We deliver to EU countries& The United States of America, please choose the relevant deliver option at checkout Price options are as follows:

• Royal Mail EU Economy 5-7 days - £7.99
• Royal Mail USA Economy 6-7 days- £11.99

Please note transit times will vary for remote or offshore zip codes
Please note that if choosing international delivery, free returns will no longer apply, and you will be responsible for arranging the courier and covering the cost.

You will be able to track the status of your order by clicking on the link provided in your order acknowledgment email.

CHANGE OF MIND

We will be happy to offer a refund at any time during the 14 days from the day after the date on which the products were delivered (if your order was delivered to you in multiple batches, then this timeframe starts on the day after the last product in your order was delivered to you) provided that the items are:

• In their original packaging, in pristine conditional product labels are still attached and have not been removed; and all hygiene seals are still attached and have not been removed

It’s important to fully complete all returns paperwork contained with the delivery note.

If you cancel because you’ve changed your mind, we will refund the price of your purchase together with any applicable standard delivery charges.
Once your return has been received, processed and accepted by us, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days.

Please see “Steps to Return and item” section below.

If you have chosen the option to exchange, we will email you to let you know when your replacement product is on its way.

Any returns or exchanges that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address. To help you to ensure that your return reaches us, it’s recommended that you use a tracked or registered delivery service.

DAMAGED OR FAULTY PRODUCT

We do everything we can to ensure products reach you in a pristine condition, however if you do receive a damaged/faulty item, please contact our customer service team by emailing help@peterjones.com for advice on how to action your return.

If you have identified a fault within 30 days of delivery of your purchase you have a right to a refund, or an exchange if you inform us within 30 days after the date of the delivery to you. Subject to the defect/fault being verified by us, we will refund you the price of the defective/faulty product along with the delivery charges you paid.

If a fault develops outside of the 30 days of your purchase, but less than six months after delivery, we can discuss the fault with you and agree the best way forward. If this does happen please get in touch with the Customer Service team by emailing help@peterjones.com.

Please see “Steps to Return” an item section below.

Once your return has been received, processed and accepted by us as being damaged/faulty, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days.

Any returns that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address

STEPS TO RETURN AN ITEM.

We offer a complimentary returns service (excluding international deliveries), so please follow the steps below if you would like to process a return: -

Fill in the delivery note included within your parcel as per the instructions, making sure that you confirm whether you would like a refund or an exchange. Please ensure you place this delivery note in your parcel as without it, we can’t take care of your return; peel off the pre-paid Royal Mail returns label and stick it to your parcel; and drop off the parcel at your nearest Post Office, making sure to obtain a proof of postage and keep your receipt until we have processed your return.

Please note that if choosing international delivery, free returns do not apply, and you will be responsible for arranging the return and covering the costs.

HAVE YOU RECEIVED MY RETURNED ITEMS?

It usually takes are 2 – 3 working days (excluding weekends, bank holidays, and remote postcodes) for your parcel to be delivered back to our warehouse.

Once your return has reached us any refund will be issued to your original payment method within 5 working days.

If your return hasn’t reached us after the specified timeframe, please get in touch with our Customer Service Team by emailing help@peterjones.com

Please note that if choosing international delivery, free returns will no longer apply, and you will be responsible for arranging the courier and covering the cost.

HOW DO I ORDER ONLINE?

Ordering online with us is easy.

Follow the steps below to get the Peter Jones products straight to your front door!

• Browse the Peter Jones website for the items you wish to purchase.
• Click on your desired product(s) and choose the relevant size and colour and add to my bag.
• Once you've finished shopping, proceed to checkout.
• If you are an existing customer, please click on sign in and enter your username and password and then click Checkout.
• If you're a new customer, you'll need to register your details. Registering makes it easier to place orders in the future. The online instructions will guide you through the registration process.
• You have the option to continue without registering, but you will still need to input your personal details.
• Once you are logged in as either a new or existing customer, or have entered all relevant information, you will need confirm your delivery choice and then choose your payment method.
• If you chose the Pay by Card option, please enter your payment details and click Place Order.
• If you have chosen to pay by PayPal follow the onscreen instructions. You should see a message confirming your order has been placed and is being processed.
• An email confirmation will be sent to your registered email address.
• If you have created an account with us, you can also view the status of your order in My Account.

CAN I PLACE AN ORDER OVER THE PHONE?

Unfortunately, at this moment in time we are only able to take orders placed on our website. Please follow the above steps ….

CUSTOMER SERVICES

If you need any extra support or have any questions, please feel free to get in touch with our customer service team by emailing help@peterjones.com

GET IN TOUCH

If the FAQs haven’t answered your question, please get in touch by completing the form below and someone from our customer services team will respond as soon as possible.

Alternatively, please send us an email to our customer services team, help@peterjones.com,  during office hours (Mon to Fri 8.30am - 5pm).