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SUPPORT CENTER

Contact Us

CUSTOMER ADVISORS

P&Co’s Advisors are available between 9am – 5pm GMT Monday to Friday excluding bank holidays and weekends. Please allow up to 2 working days for a reply to your query during busy periods.

Our customer advisors can be contacted by email at hello@pand.co

HOW CAN I TRACK MY ORDER?

You can track your order using your tracking/consignment number. You will receive this in a shipment confirmation from P&Co once your order is dispatched.

You may have to allow 24 hours for this number to become active.

HOW TO USE A DISCOUNT CODE!

Click here for a step by step guide on how to use a discount code at checkout.

PRE-ORDERS

All pre-order items will be dispatched on the dates advised on that individual product page at the time of purchase.

Payments for pre-orders will be taken at the time of placing the order, just as though you placed a regular order. If you would like a refund or exchange prior to your order being dispatched please email hello@pand.co

If you placed an order that included pre-order and non pre-order goods the full order will be dispatched once the last pre-order item is available to dispatch. We do not part ship orders.

Your 30 day returns policy starts when you receive the goods.

I HAVE RECEIVED A FAULTY ITEM IN MY ORDER, WHAT SHALL I DO?

Please email hello@pand.co with images of your faulty item attached and we will get back to you with further instructions.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT SHALL I DO?

If you have received an incorrect item, contact hello@pand.co where an advisor will be happy to help.

DELIVERY INFORMATION

For delivery information please click here

TAX & DUTY

P&Co operates on a Delivered Duty Unpaid basis.
This means that any outstanding import duties, clearance fee’s, brokerage fees or other additional charges have to be paid by the customer upon delivery of your order.

Contact your local customs authority for more information.
The customer must take full liability for any parcels returned to P&Co due to unpaid customs charges or ignored/unseen emails from your customs office or chosen carrier. Any postal charges, returned shipment costs, customs charges and handling fees will be deducted from any due refund, gift card or exchange request.

MISSED DELIVERIES

Any items not delivered due to recipient not being home will generally be returned to a local depot and an information card will be left with instructions on what to do. After the second attempt of delivery, items not collected from the depot will be returned to P&Co and we will issue a full refund of goods MINUS our postal charge and admin fee.

We advise customers to select an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.

DELAYED DELIVERIES

Tracked Service
If you chose a tracked delivery service at checkout and your order has not arrived within the advised time frame please check your tracking as it may have been updated with the reasons why it is delayed. If your order was placed after 13:00 GMT it will be dispatched from our warehouse on the next working day. All delivery timeframes are given as a guideline only and can not be guaranteed, please note the shipping timeframes do not include weekends or bank holiday's.

Un-tracked Service
If you chose Free Shipping or an un-tracked service at checkout please be advised that we can not track the whereabouts of your order. The un-tracked delivery timeframes are a guide only and can not be guaranteed, please allow up to 10 working days before contacting us regarding a delayed delivery. Our courier policies state that they are unable to raise action against a delayed or missing order till x amount of days have passed therefore we cannot action against delayed or missing orders till at least 10 working days have passed.

UNDELIVERED ITEMS

Please contact hello@pand.co where we are happy to help!

RETURNS AND EXCHANGES

We offer a 30 day ‘from date of purchase’ exchange/return policy. Once your order passes the 30 days mark, this policy does not apply to your order and you will be issued with a E-Gift Card.

The item(s) must be in the exact condition as received, unwashed, unworn and in its original condition complete with tags and packaging. If it does not meet these criteria this policy will not apply.

P&Co is not responsible for any return shipping costs.

"SALE” items are not eligible for a refund or exchange unless items are returned within 7 days of receipt.

Please note "Discounted" items where a code was applied at checkout are eligible for a refund or exchange within the 30-day return period.

Our customer advisors are available at hello@pand.co to answer any questions you have.

I've lost my returns form!

Don't panic, you can download it here

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

You do not need to create an account to place an order but we do advise you have an account with us to keep track of previous orders, check the status of your current order and be kept up to date with the latest collections and promotions.

HOW DO I GET TO HEAR ABOUT UP AND COMING PROMOTIONS AND SALES

To stay up to date with everything you can join our mailing list via the website home page or create an account via the ‘account’ page. You can also keep up to date by following us on our online social platforms. (See links on homepage)

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept the following payment methods

WHAT CURRENCIES DO YOU TRADE IN?

We accept payments from all currencies as your payment automatically converts to GBP.

HOW CAN I CHANGE MY ADDRESS DETAILS ON MY ACCOUNT?

You can change your address details by logging in to your account and clicking ‘view addresses’, this will give you the option to edit or delete an address.

CAN YOU TELL ME IF ITEMS WILL BE RESTOCKED?

If an item you desire is currently out of stock you can sign up for a restock notification on the product page, you'll see the button to the left of the product image! Otherwise you can contact us via email at hello@pand.co where we will try to give an estimated time frame.

WHAT HAPPENS IF AN ITEM(S) FROM MY ORDER IS OUT OF STOCK?

In the unlikely event an item you have ordered is out of stock we will contact you to discuss alternatives or issue you a refund for that item.

HAS MY ORDER BEEN SHIPPED?

When your order leaves our UK warehouse you will receive an email from our trusted courier with shipment details and your tracking information.

I REQUESTED AN EXCHANGE BUT RECEIVED A REFUND

Please check your email inbox, as we will have notified you before hand.

We may have been unable to exchange your item due to it not being in stock so we refunded you instead.

If you received a refund when you requested an exchange please contact us at hello@pand.co where a customer advisor will be happy to help.

Help & Info

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