CURRENT STANDARD DELIVERY TIMESCALES: 2-7 working days to dispatch on clothing & custom lines. Sooner where production allows..
GENERAL DELIVERY NOTES
Standard delivery is £3.95 and shipped via TRACKED 48 as standard
Free Shipping on orders over £75 (UK only)
We may ship smaller items via First Class Post
Express cut off for same day dispatch is 11am - otherwise it will fall on next day.
We may take Express options offline at peak times.
We aim to dispatch non personalised goods within 2 business days (outside of peak)
We aim to dispatch made to order / personalised items within 10 business days.
All Clothing is Made to Order unless specified,
Framing takes an additional 7-10 days as it is with an external framer, we cannot ship this express or internationally
All delivery dates quoted are subject to extension at peak times - please message the team if you are unsure.
Orders received through the Website for delivery to UK addresses will usually be processed and dispatched within two (2) to ten (10) working days, subject to availability of the Goods. We endeavour to dispatch as soon as we can.
Most items are Royal Mail TRACKED 48 - you will receive tracking information at dispatch which you can track on their site by clicking the link on your email or via messenger if you opted into this service. This is not a guaranteed service.
At peak times, processing may take longer. We generally use Royal Mail services for dispatch - and all delivery costs include postage, packaging, and packing administrative charges. First class and Tracked 48 is generally 2 days for delivery after dispatch but they ask to allow for up to 10 working days. Royal Mail does not take instruction on where to leave packages, but you can log your preference / safe place with your local depot or delivery office for all your RM deliveries.
MADE TO ORDER / CLOTHING / PERSONALISED / FRAMING
Made to Order, Personalised or Framed items or those products of a bespoke or special order nature are usually delivered within five (5) to thirty (30) days of your order being placed. Personalised is normally five (5) to ten (10) working days and Framing and additional seven (7) to ten (10) working days on top. At peak times these lead times may be extended. All clothing (unless specified otherwise) is classed as made to order - as we pick your sweat colour and then design and hand print the style and colour ordered. Other bespoke items may take up to 8-12 weeks
** We take EXPRESS offline at peak times or if demand is too great.
We offer an express delivery service for orders for delivery within the mainland UK. This option if available can be selected when you proceed through the checkout stages of the Website. Express Delivery orders will normally be delivered within 24 hours (or 2 business days, which ever is the longer) if your order is placed on a Monday, Tuesday, Wednesday, Thursday or Friday that is not a public holiday (“a Business Day”), subject to availability of the Goods. Orders not placed on a Business Day will normally be delivered within 24 hours of the next Business Day. This is not applicable to made to order items.
Expedited deliveries are RM 24 Tracked which is not guaranteed but generally arrives the next day. We will ship via this method on the same day if your order is available and received before 11am. Premium Guaranteed services use a courier or Special Delivery pre - 1pm depending on the package. We do not offer Saturday delivery, unless this is shown. When selected we use Special Delivery or a courier Saturday delivery. On all Express Services - the cut of time for that day is 11am. We cannot offer timed delivery slots. If no one is there to sign for the goods we reserve the right to charge for redelivery. If an express service is selected and we cannot expedite your order, we will let you know and cancel the expedited element of your postage and revert the order to current standard delivery times.
We do accept international orders to some destinations and the shipping costs reflect this. For delivery to addresses outside of the mainland UK delivery charges are calculated by territory. We ship via International Air Sure or Signed For or an equivalent service. Their service times vary according to destination but are normally within 14-21 days. We can send you a tracking number at your request for your item. The flat fees quoted include packaging, packing and postage and we do have weight and size restrictions. We cannot offer framed goods internationally. Postal calculations may be amended subject to final order weight. Customers are liable for all local taxes and duties levied, and any non payment and therefore return of goods will be at the customers cost. If you have any questions prior to placing your goods please contact us in writing for details prior to placing your order.
You have 21 days to return your goods from the dispatch receipt date
Sale items you have 7 days (unless they fall outside of returnable items)
Please check the item is returnable PRIOR to purchasing to avoid disappointment (see below for a guide)
Personalised / Custom items are non returnable
Clothing is returnable (if not personalised, which includes Letters)
You may cancel your goods before shipment if the item is not in production or a delay has incurred beyond that expected.
CANCEL PRIOR TO DISPATCH - Notifying us of your cancellation by emailing firstname.lastname@example.org with your Name, Order Number, Email and Address you ordered under within 14 days of placing your order (if it has not dispatched). If work has started on your custom item or we have put your item into production, we reserve the right to charge for any part services rendered, or refuse cancellation if a non cancellable item.
RETURN AFTER DISPATCH - Please check the item can be returned.. then use the form in your parcel to advise what you are returning and why. Or email / message us shop [at] pearlandearl.com
If it is non returnable we do not have to process it and may return the item back to you without further notice and reserve the right to ask for these costs. You have 21 days (7 on sale items) from receipt to return your items to us.
Initial postage is non refundable (unless the item is faulty or you cancel your order)
NON RECEIPT OF GOODS - Nearly all our items are sent via tracked delivery. Any non receipt of goods notification has to be sent to us within 14 days of of dispatch from us for us to resolve. Please do this by emailing cancel [at] pearlandearl.com with your order number and delivery issue. If you have provided us with the incorrect information for delivery we reserve the right to ask for any further cost implication.
Any items you wish to return under our returns policy must be sent back within 21 days of dispatch receipt of goods.
Please package the item(s) up in the original packaging or appropriate materials to protect the goods and send it back to us along with a copy of your original invoice and the returns form (Included in your parcel)
We recommend you use a signed-for delivery service with proof of postage as we are not liable for items lost in transit. Please note that you will have to bear the direct cost of returning the product.
We will process the refund for the goods directly to your payment method within 30 days of receipt of the items or within 30 days of notification of proof of sending. This does not include any time it takes your bank to then process our refund request. We will not refund any original postal costs under our returns procedure unless exercising your right to cancel.
We reserve the right to deduct costs of diminished goods.
Non customised clothing can be returned. Custom colours and personalised items (including letters) are non returnable. Please note any clothing that has any sign of wear at all will not be refunded to you. We reserve the right to deduct costs of diminished goods and any return costs.
WE ARE NOT CURRENTLY OPERATING EXCHANGES due to production demands. You need to return the original item as per the returns policy. If you would like to reorder we can offer a free returns service at the time of placing your new order with us. Just message the team
Sale items must be returned within 7 days of receipt (if they are returnable)
Sample sale items and special discounts are classed as full and final and are non returnable
Things to note..
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the us and agreed that doing so won't affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
Please note that by placing an order for a custom item, the service will begin at the point of order placement during the cancellation 14 day period. You will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience or custom design with us.
If you use our returns service - we can deduct the cost of the service from any funds should it not be authorised in advance.
If you have any further questions, please get in touch
What you can’t send back.. Unfortunately, some items are non-cancelable and non-refundable. This includes all items classed as 'bespoke' and includes but is not limited to:
Creative pieces (that are classed as specially commissioned when you place an order) e.g.:bespoke or personalised art, personalised charts, rugs, ceramics, mugs etc
Anything that’s specially made, or ordered, with your choice of name, fabric, message or any other customised aspect that makes it unique to you (and therefore not resellable).
Custom colours on clothing
Custom prints on clothing (including letters) and items by special request
Handmade to order items
Balloons out of packets
Any pre packaged item with the seal broken
Any item that cannot be resold
Perishable products (like food or flowers)
Craft Kits where the seal is broken or the kits opened
Fabrics, Yarn or items which are cut or made specifically for your order
One off sale items
End of line sale items that are marked as non returnable
Food Hygiene products which we have to guarantee food standards - eg: Straws
Furniture or homewares (such as rugs) that are made to order
Personal items sold with a hygiene seal where the seal is broken.
Bulk orders which are produced for you.
We do NOT accept international returns - export of goods is logged as full and final sale.
To avoid disappointment, please check whether an item is cancelable before ordering. We cannot accept any return parcels for processing that fall outside the Returns Policy that have not been authorised prior to posting. Should you wish to cancel your contract for any other reason, please notify us of your wish to cancel by emailing email@example.com with your Name, Order Number, Email and Address you ordered under. Please refer to our Terms and Conditions for full details of all of our terms of service.
We strive to achieve the highest quality of goods - but should something be awry, please contact the team in the first instance and we will endeavour to find a solution for you. We cannot accept return of faulty goods without prior notice.