DELIVERY & RETURNS
All items on our website are handmade to order from our Bedfordshire-based studio.
Handmade orders will take up to 21 working days to be shipped.
Any stock items listed on the 'In Stock' page are sold as seen items and are posted on a 48-hour service. Please note that we are only open Monday - Friday between the hours of 9am to 5pm. Any orders placed after 3pm Friday will not be shipped until the following Monday.
P&P is free on orders over £75, and tracking numbers, if applicable, are included in your SMS confirmation or email address you have provided when placing your order.
If you are ordering from outside of the UK, please allow an extra 3 to 5 working days for shipping, should there be an additional delay caused by customs and clearance. Shipping will cost customers outside of the UK £15. Please note, it is the customers' responsibility to cover the costs of VAT/Duties or any other fee that might be incurred from our brand with delivery anywhere outside the UK. When your order enters your delivery country, the courier will be in touch with you via phone, text, or email to let you know if you have any customs fees to pay.
If you need an item of clothing by a certain date, please contact us by email prior to this to ensure it is a date we can meet.
Philippa Pinkney cannot be held accountable for parcels delayed to reasons beyond our control. Should you experience any delays on your shipment once shipped, please contact the courier service that has provided the tracking for your item. All UK parcels are processed via Royal Mail (48 Hours) and non-UK parcels are processed via DHL (48 Hours).
Return & Exchange Policy
We do not offer refunds or exchanges on purchases made outside of Europe. Any customs handling charges and fees appplied to non-UK shipments are to be paid by the customer, we do not have any control over this, please consider this prior to the purchase of your item.
All non-custom or altered items can be returned or exchanged within 14 days of recieving. If your exchange requires new custom sizing or new custom colours, this will need to be re-ordered through the website. If a returned item appears to have been worn or damaged, we will not be able to issue a refund.
All customised items are non-refundable or exchangable.
Please ensure to enclose all details of your return or exchange within your parcel.
Whilst our P&P is free, any return/exchange postage charges will have to be paid for by the customer. To be eligible for a refund, your item must be returned to us within 14 days of you receiving it. The item(s) must be in unused condition, and with all swing tags and labels attached. We advise that returns should be sent tracked and/or signed for. If your return is not accepted by us, we will contact you regarding this and arrange the return of your item back to you at your own expense. Please note, we do not accept returns from outside Europe, therefore, in the event, we receive back an overseas shipment, this will be returned back to you at your own expense.
Should you wish to change or amend your order, please email us to see if changes can be met, please ensure this is done within 48 hours of purchasing.
We cannot amend or change your order if you wish to add custom sizing/customisations. In the event this does happen, you will need to place a new order and request any cancellation and refund by email, this can take up to 48 hours to process the cancellation and funds will be returned to your original payment method within 3 to 5 working days.
We explicitly reserve the right to not accept your order for any of the following reasons:
The product is not available/in stock
Your billing information is not correct or verifiable
Your order has been suspected of fraudulent activity
We could not deliver to the address provided by you in the event of misspelling/pricing/other errors in the website information
We cannot amend or change the address on any orders once placed through our website. In the event this does happen you will need to place a new order and request any cancellation by email. This can take up to 48 hours to process the cancellation and funds will be returned to your original method of payment within 3-5 working days. If items are returned back to us due to failed/missed delivery, any postage charges will need to be paid for by the customer to return this back to you. In the event an item is lost/damaged due to a misspelling or incorrect address provided on your order, we are not liable to refund or replace this item.