DELIVERY AND RETURNS

DELIVERY

We are on a mission to dress the children of the world and with our Worldwide delivery, it’s so simple!

Shipping information

DHL DELIVERY OPTIONS

DELIVERY COST

United Kingdom

Standard delivery –

2 business days

£6 (FREE on orders over £150)

 

Express delivery –

Next business day

Currently not available

Europe

Standard delivery –

2 - 3 business days

£13 (FREE on orders over £200)

 

Express delivery –

2 business days

Currently not available

United States

Standard delivery –

2 - 5 business days

£18 (FREE on orders over £250)

 

Express delivery –

2 business days

Currently not available

Worldwide

Standard delivery –

2 - 5 business days

£20 (FREE on orders over £500)

 

Express delivery –

3 business days

Currently not available


Stock permitting, all orders are dispatched the same day that the order is placed between Monday – Friday. If for any reason an item is out of stock, our Customer Service Team will contact you as soon as possible.

We're open online as usual and shipping worldwide!

Whilst everyone is practising social distancing, and staying home in these unprecedented times, at Pepa & Co, we want to let you know that, we are open online as usual and working hard to deliver your orders with minimum delay.

Our team, suppliers & partners are abiding by the advice of the World Health Organisation & Public Health England to ensure all our deliveries our picked & packed in a safe environment and are teams stay fit and healthy!

As things are changing daily, we are keeping track and following all guidelines that our government is providing. We hope that you enjoy and cherish your time at home with your little ones, carry on supporting Pepa & Co and keep shopping our beautiful exclusive collections.

Please see below for some questions we have been getting recently. If you can’t find yours, please email us at hola@pepaandcompany.com and we will get back to you. We also have a chat online which is open 10am-6pm GMT, or please leave your email and we will get back to you within 16hrs, if you have questions directly about your shopping experience.

To make things easier for you we are offering 

Are you shipping worldwide?

Yes! Our online store is open for everyone and we are shipping orders working closely with the local DHL partners to make this happen*

Due to Covid-19 international delivery times may vary with our partner DHL. To find out more about delivery times, click here. The table shows any additional transit days required to reach certain destinations.  Alternatively contact our team at hola@pepaandcompany.com.

Can I expect any delays in orders you’re shipping?

At the moment there is no delays from our side. We have, however, temporarily disabled express orders as we are not in our premisses daily. If however you need express service please do email or call us, and we will always see what we can do!

I need to make a return but cannot leave my home. What can I do?

We understand this is a unique situation that our world is in and we will of course accommodate this. Please send us an email to: hola@pepaandcompany.com and explain your situation. We can work it out together.

*Sadly direct Russia deliveries are excluded, but please get in contact if we can send to a neighbouring country/friend.


General Shipping Overview

The delivery timeframes indicated above are business days only. Please note that these delivery times are only estimates and unfortunately cannot be guaranteed.

Our shipping partner DHL offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). This includes scheduling a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here’s a few options you can select to customise your delivery:

Schedule Your Delivery 
If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days. Where available, you’ll also be able to select a timed window to receive your order.

Signature Release  
If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note your delivery fee includes a signature service, which ensures that your parcel arrives safely to you. We advise to not opt for a non-signature service as Pepa & Co and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point or Parcel Locker  
If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.

DHL ODD will show you the nearest DHL Service Points, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

In the UK, you can also select an InPost Locker to collect your order. When your order is ready to collect, DHL will provide you with a key code by email and/or SMS which you’ll need to collect your parcel. They’ll also let you know how long you have to pick up your purchase.

Vacation Hold  
Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you. Where available, you’ll also be able to select a timed window to receive your delivery.

Please consider the shipping address you provide – you should provide an address that will be attended during normal business hours as you will need to sign for your package. Pepa & Co cannot be held responsible for parcels that are lost or damaged in transit as a result of authorising the courier service to leave your parcel unattended should nobody be at the delivery address to sign for it

Customs duties or taxes are not payable by Pepa & Co. Prior to placing your order please check with your local customs authority on any customs duties or taxes that are payable by you – note that regulations and guidelines differ by country. 

Overweight items incur additional shipping fees as per the below location.

ITEM

UK

EU

US

WORLDWIDE

London wooden bus
(AW182200164CRE)

Memories Folder
(SS19141NVY/PNK)

£7.50

£20.80 

£37.70

£50.10

­­Mouse Book House
(AW182200179WHT) 

£7.50

£20.80

£37.70

£50.10

Memory Cases
(AW182100195)

N/A

N/A

£37.70 

£50.10

Wooden Doll’s House
(AW182200166RED) 

N/A

N/A

£60.70

£99.10

 

RETURNS

Love and care goes into every Pepa & Co garment, however, if you are unsatisfied with your purchase or wish to exchange, we are happy to offer a full refund or exchange within 28 days of receiving your item.

Returned merchandise must be in original condition with all the original tags still attached. Garments must not have been worn or washed. If you are returning shoes, please return in the original box, placed within another box or bag with a label placed on the outside.

Please note: All tights and socks are on final sale and cannot be returned for hygiene reasons.

We all get gifts we don’t need. We offer exchange on gifts within 60 days. Simply email us your order number, and you can exchange for a different item of the same value or more, providing you pay the difference. Postage and packaging costs will be incurred for gift exchanges.

Due to the current situation as soon as you’ve decided you’d like to exchange or return, please contact us at hola@pepaandcompany.com within 7 days. We are happy to organise a full refund or exchange within *60 days  of receiving your item. (*Timeframe extended due to COVID19 circumstances) 

Please return to:

Pepa & Company
40 Elizabeth Street
SW1W 9NZ LONDON
United Kingdom

Pepa & Co is not responsible for any returns lost in transit – it is recommended that you include tracking and insurance for your protection. Your statutory rights are not affected by our returns policy.

Refunds will be processed within 3-5 days of receiving the returned garments. Shipping costs will not be refunded.  

For customers in Europe who are looking to return our products, please make sure to complete your customs return form with the following description "British return goods". Our depot services won't take parcels charged by customs Duty or import VAT, and consequently your package will be sent back to you. 

Bespoke Garments and Celebration Collection   
Our Bespoke garments and Celebration collections are handmade in Spain and bespoke, made using specific measurements for your child, and are therefore not refundable or exchangeable.

 Please note, each items are unique and handmade with using vintage material such as lace and fabrics so each piece is unique with little variations without affecting the overall design, style and look as shown on the picture.

If you require more information on returns or exchanges, please email us at hola@pepaandcompany.com