FAQ's

ABOUT MY ACCOUNT

What if I’ve forgotten my login / my password?

Your login is your email address.

Forgot your password? Don’t panic!

Go to “My account.” At the top right of the homepage, click on the login page, then on: “Forgot your password?” We will send you your password to your email address. Phew.

Can I change the information on my account?

Yes, you can.

Go to “My account” and login. Then you can modify the information to your heart’s content. Happy days.

Can I unsubscribe to the newsletter?

Yes, you can. Although we will be sad to see you go.

If you do want to leave us (it’s not you, it’s me) it’s all fairly straightforward. Just click on the link “If you want to unsubscribe, follow the link.” It’s located at the bottom of each newsletter.

You also can unsubscribe by going to the heading “Read our Newsletter” button on the top right of the homepage.

How is the personal information of my account used?

We may use your details to send you information on new collections and special offers throughout the year.

Visitors or customers of the www.PepaandCompany.com site have a right, at any time, of access, modification, correction, and suppression of data, which relate to them.

Pepa & Co guarantees your personal information will be confidential. Pepa & Co will keep some of this information on record.

ABOUT ORDERING

How can I place my order?

At Pepa & Co you can place your order online 24 hours a day, 7 days a week. Or give us a bell on: +44 [0] 208 016 7401 Monday to Friday between 10:00am – 6:00pm (UK time).

With our single checkout page, you will find it very easy!

The ordering process is composed of 4 successive stages. Once your product selection has been carried out, and the bag validated, Please, take note you must have:- Clearly identified the products selected with the options of colors, sizes, quantity requested…- identified yourself, either by logging in or by creating a new online account with us;

  1. Billing address – indicate your billing address.
  2. Delivery address – Clearly indicate information necessary for delivery, tell us if there are any restrictions on access to your delivery address. If this is the same address of your billing address, Just click on the box.
  3. Shipping method. Choose the mode of delivery.
  4. Payment method. Choose the mode of payment.

Please, review your order and add gift wrapping and message to your order.

Now, you can place your order, which will formalize the sales contract with Pepa & Co.

Need help with sizing?

To help make sure your garments fit perfectly you will find our size guide at the bottom of the homepage. We hope our guide will help you to choose the right size, but be aware that all measurements approximate.

Is the item I am buying available?

The availability of a product is shown on the product page. If our product is not in stock we will inform you by email as soon as we get it again. Phew.

Can I modify an order that’s in progress?

At Pepa & Co orders are normally dispatched daily so it will depend on how far your order has progressed.

Please contact customer services as soon as possible, with your order number and the reference code of your product(s).

Email: hola@pepaandcompany.com

Telephone: +44 [0] 208 016 7401. Monday to Friday between 10:00am – 6:00pm (UK time).

Has my order been processed?

Once your order has been processed we will send you a confirmation email.

Can I find my order history?

At Pepa & Co we love looking back to the past and you may want to too. Find all your previous purchases in “My Orders.”

How long does it take for my order to be dispatched?

Normally, orders are processed on the same day. As soon as your order is ready to be dispatched, you will receive an email of confirmation

How do I use my promotional code?

We love a bargain as much as the next person, but make sure your promo code is still in date. Codes can only be used only once per person and are not refundable. Only one code can be used at a time.

If you have a Pepa & Co promotional code let us know at checkout. Don’t forget to click the “OK” button to bag a bargain.

ABOUT PAYMENT

What payment methods do Pepa & Co accept?

Pepa & Co offers the following payment methods: Visa, Visa Electron, MasterCard, Paypal.

Are the payments by card safe?

The short answer is yes!

If you love the technical stuff here we go: In order to guarantee a secure and pleasant shopping experience, pepaandcompany.com uses Payment Sense technology and Pay Pal.  The data is SSL-encrypted.

For payments with Visa and MasterCard, only secure electronic transactions are accepted. After verifying that the card is included in the SET system, your bank will contact you to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise, the order will be canceled.

ABOUT DELIVERY AND RETURNS

Where does Pepa & Co. deliver?

We are on a mission to dress the children of the world well! We deliver to UK, Europe, and Worldwide.

Which delivery methods, times and prices are possible?

All deliveries will require a signature.

WHERE TO DELIVERY SCHEDULE PRICE

Collect at concept store

Mon-Fri between 10am-3pm

Free

UK Standard

2-3 working days

£3,99

UK Express

Next day by 1 pm*

£8,99

Europe

5-10 working days

£9,95

Rest of the World

7-14 working days

£14,95

*Orders must be placed by 12 pm Mon – Thurs

If you want to collect your item from our concept store we will send you a text message when your order is ready – this is normally the same day! You will have 15 days to collect your item. Don’t forget to bring your order number and the credit card you paid with.

FREE Delivery within the UK when you spend £150 or more.

FREE Delivery within EU when you spend £200 or more.

FREE Delivery within the US when you spend £250 or more.

How can I track my order?

Track your order on online – go to the  “My Orders” section.

What if there is nobody to take delivery of the parcel?

Our couriers will leave you a delivery notice in your letterbox. The parcels are held at the Post Office for 15 calendar days. If you don’t collect your parcel in time the products will be returned to Pepa & Co.

For deliveries using DHL, in the event of absence, the delivery man will leave you a note. You can call DHL customer services to fix a new delivery date. After 3 unsuccessful delivery attempts the parcel will be held at the nearest DHL collection point.

How is my order packed?

Items are packed in standardized mail sack bags ensuring your order gets to you in the best condition.

Is it possible to have gift-wrapping?

For £5 we will lovingly wrap your purchase and include a personal handwritten message.

What should I do if something is missing or damaged from my parcel?

In the event of a delivery problem with your order, contact Customer Services as quickly as possible.

Email: hola@pepaandcompany.com

Customer Service Telephone: +44 [0] 208 016 7401. Monday to Friday between 10:00am – 6:00pm (GMT time).

Can I return an article ordered on the site?

If for any reason you are unhappy with your purchase and wish to return it, we are happy to offer a full refund or exchange.

How many days do I have to return an item?

You have 7 days to tell us of your intention to send it back to us. You must send it back within 15 days. Pepa & Co is not liable for postage costs.

Can I return a gift?

Bah, we all get gifts we don’t like sometimes.  We don’t want you to worry about putting on a fake smile – if you would like to exchange it there’s no problem. Simply let us know your order number. You can exchange it for a different item of the same value, or more providing you pay the difference.

Please note postage & packaging costs will be incurred for gift exchanges. We recommend you return items via a recorded delivery service, as Pepa & Co cannot accept responsibility for any lost or damaged items. Your statutory rights are not affected by our returns policy

How do I return an item ordered on the site?

All items must be returned in a new, unworn condition with the original packaging and with the receipt. Shoes must be returned unworn in their original box with any tags still attached.

Pepa & Co is not liable for postage costs. Pepa & Co will not accept returned products that are returned without the relevant label or seal, or products that have been altered from their original status, be this worn or damaged.

If you wish to return/exchange an item, it’s easy:

  1. Send us an email with the invoice number, and description of the products you wish to return. It would also be really useful for us to know why you’re sending it back! Please send all info to; hola@pepaandcompany.com
  2. Fill in the returns slip you will find in your parcel with the product codes/quantity.
  3. Pack your parcel including returns slip once to fill in, and send it to:
Pepa & Co.
LANDMARK HOUSE, Ground Floor North
Hammersmith Bridge Road, W6 9DP LONDON
However, Please note it may take us a little longer than usual to process returns as we are currently moving offices. Thank you for your understanding! 

If you need any further information, you can contact us by e-mail on hola@pepaandcompany.com or by phone on + 44 (0) 208 016 7401 - Monday to Friday (except bank holidays), between 10.00 am and 6.00 pm (GMT Time)

Where should I return my item to?

Pepa & Co.
LANDMARK HOUSE, Ground Floor North 
Hammersmith Bridge Road, W6 9DP LONDON

However, Please note it may take us a little longer than usual to process returns as we are currently moving offices. Thank you for your understanding! 

What happens once I have returned my items?

Once the goods have been received you will receive a confirmation email. Your exchange/refund will be then processed. Pepa & Co will create a credit for the amount, which will appear in your online account. You will also receive a confirmation email for this credit.

ABOUT CONFIDENTIALITY

What is your confidentiality policy?

Pepa & Co guarantees we will keep your personal information confidential. Some of this information will be kept on record by Pepa & Co. This is so we can recognise you as a customer the next time you log on. We may use your details to send you information on new collections and special offers throughout the year.

Visitors and customers of the www.pepaandcompany.com site have a right, at any time, of access, modification, correction, and suppression of data, which relate to them.

If you require further information about our privacy policy, please go to the ‘Contact Us’ section of our website and send us an e-mail. If you wish to talk to a pepaandcompany.com customer care representative please call us on  +44 [0] 208 016 7401

ABOUT CUSTOMER SERVICE

How do I contact Customer Services?

By telephone: +44 [0] 208 016 7401. Monday to Friday between 10:00am – 6:00pm (GMT time).

By email: hola@pepaandcompany.com

Can I offer you my ideas and suggestions?

Please, do it!

We would love to hear from you. Share your ideas and suggestions by contacting us at hola@pepaandcompany.com