FAQ's

Our Prevention Policy for COVID-19 

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.

What precautions are you taking in store?

At Pepa & Co., we will be taking the following precautionary measures within our store to ensure everyones safety. 

What's your returns policy during Covid-19?

To make things easier for you we are offering refunds and exchanges with an extended period returns period of up to 28 days.

GENERAL SHIPPING OVERVIEW

The delivery timeframes indicated are business days only. Please note our 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:

Can I schedule my 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.

Can I remove the signature requirement for my delivery? 
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.

Can I collect my order 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.

What if I'm on vacation when my order is due?
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.

How long do UK orders take?

UK orders continue to be delivered the express shipping, within 1-2 business days.

How long do international orders take?

We are still shipping international orders and 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

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

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

US Number:+1 315 961 2388 Monday - Friday between 9am - 1pm EST.

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.

Are we Shipping?

We're still open and shipping!

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!

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.

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:

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

US Phone: +1 315 961 2388 . Monday - Friday between 9am - 1pm EST.

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

Not Available

UK 

Next day by 1 pm*

£5.95

Europe

1 - 2 business days

£14.95

Rest of the World

3 - 4 business days

£24.95

*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

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

US: +1 315 961 2388 Monday - Friday between 9am - 1pm EST.

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?

Due to the ongoing situation with COVID-19 we have extended our return policy up to 60 days. Pepa & Co is not liable for postage costs, however due to to circumstances it is best to contact us via email: hola@pepaandcompany.com for us to help you with this further.

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.
40 Elizabeth Street
SW1W 9NZ LONDON
United Kingdom 
 

If you need any further information, you can contact us by e-mail on hola@pepaandcompany.com or by phone on UK Number: + 44 (0) 208 016 7401 - Monday to Friday (except bank holidays), between 10.00 am and 6.00 pm (GMT Time) US Number: +1 315 961 2388 Monday - Friday between 9am - 1pm EST (except bank holidays).

Where should I return my item to?

Pepa & Co.
40 Elizabeth Street
SW1W 9NZ LONDON

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:

UK Number: +44 [0] 208 016 7401

US Number: +1 315 961 2388

ABOUT CUSTOMER SERVICE

How do I contact Customer Services?

By telephone

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

US Number: +1 315 961 2388 Monday - Friday between 9am - 1pm EST.

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

GIFT CARDS

WHAT ARE E-GIFT CARDS?

E-gift cards are electronic gift cards that work just like standard (plastic) gift cards but they are sent to you by email. They can be used for shopping online or in store.

WHAT ARE THE E-GIFT CARD TERMS AND CONDITIONS?

Please see our Terms & Conditions for more information.

WHERE CAN I BUY AN E-GIFT CARD?

E-gift card can be purchased online or over the phone. If you would like to purchase a gift card/e-gift card online please click here.

WHERE CAN I USE MY E-GIFT CARD?

You can use your e-gift card to purchase items online or at our Flagship store in Belgravia, London.

WHAT CAN I BUY WITH MY E-GIFT CARD?

You can use your e-gift card to buy all items available online and in store except gift cards and e-gift cards.

HOW CAN I CHECK MY E-GIFT CARD BALANCE?

Simply visit our gift card balance check page and enter the number on your e-gift card. You can also call our customer service team on +44 (0) 208 016 7401 (Monday-Friday: 10am - 6pm).

IS THERE AN EXPIRY PERIOD FOR MY E-GIFT CARD?

E-gift cards are valid for 12 months from the day of purchase.

WHERE DO I FIND MY E-GIFT CARD 21 DIGIT AND THE 4 DIGIT PIN NUMBERS?

These numbers can be found on the email that is sent with your e-gift card.

CAN I GET THE CASH BACK FROM MY E-GIFT CARD?

Sorry, we can’t give you cash for your e-gift card balance. E-gift cards can’t be returned or refunded.

CAN I CANCEL MY E-GIFT CARD ORDER?

Please make sure you check all details when placing your order since we are unable to issue a refund.

HOW DO I GET A REFUND ON ITEMS PURCHASED WITH AN E-GIFT CARD?

If you are returning an item in store then money will be credited back on to a gift card. If you are returning an item purchased online, after your item has been received, we will credit the relevant amount back to you by sending you an e-gift card.

Cash or credit/debit card alternatives cannot be issued. Please do not destroy your empty gift card until you are 100% happy with your purchase.

CAN MULTIPLE E-GIFT CARDS BE REDEEMED AT ONCE?

You can use multiple e-gift cards to pay for a single purchase in stores only. For online purchases, you cannot redeem multiple gift cards within the same order. Only one e-gift card can be used in combination of the remaining balance paid via your normal online payment method.

HOW FAR IN ADVANCE CAN I PURCHASE AN E-GIFT CARD?

E-gift cards can be sent and received on the same day, or on a nominated day up to six months in advance. Please make sure you check the date if you are sending to a recipient, as this date cannot be changed once purchased. If you send an e-gift card on a nominated day, the activation will start on the date the order was placed and will be valid for 12 months from this date.

WHAT HAPPENS IF MY E-GIFT CARD IS LOST, STOLEN OR DAMAGED?

Your e-gift card is valuable. Please keep your e-gift card number secure. Your card number is unique and the total value can only be redeemed once.

Pepa & co. will not accept liability for lost, stolen or damaged e-gift cards. If you have lost your print out, you can reprint the e-gift card if you have the original email. If your email has been deleted or you’ve lost your PIN number, please call our customer service team on +44 (0) 208 016 7401 (Monday-Friday: 10am - 6pm).

WHAT HAPPENS IF I ENTER THE WRONG E-MAIL ADDRESS WHEN PURCHASING AN E-GIFT CARD?

Please be extra careful when typing in the recipient’s email address as Pepa & co. will accept no responsibility for errors.