FAQs

SHIPPING

What are your shipping options?

Please see below for shipping thresholds

All are based on basket value and for international markets are approximate based on the conversion rate.

UK DPD Express, Next Working Day if ordered pre 2pm GMT: £6.95. Inclusive of VAT. 

UK Standard via Royal Mail, 3-5 working days: Free over £150/ £3.95 if under.  Inclusive of VAT. 

UK Saturday Delivery DPD Express, order pre 2pm GMT on Fridays: £15.50. Inclusive of VAT. 

USA via Fedex International Connect Plus, 3-7 working days: Free over $175/ $10 if under (for orders below $75 shipping costs $28). Tax and duties payable at checkout on orders over $800. Product prices you see are exclusive of tax.

Canada via Fedex International Connect Plus, 3-7 working days: Free over CAD $300/ $15 if under (for orders below $145 shipping costs $55). Tax and duties payable at checkout on orders over CAD $20. Product prices you see are exclusive of VAT.

Europe 1 (ECC Markets) via Fedex International Connect Plus, 3-7 working days: Free over €150/ €8 if under (for orders below €60 shipping costs €18). Tax payable at checkout on all orders, with duties payable on orders over €150. Product prices you see are exclusive of VAT.

Europe 2 (Non ECC Markets) via Fedex International Connect Plus, 3-7 working days: Free over €150/ €10 if under (for orders below €70 shipping costs €25). Tax and duties payable at checkout, dependant on basket value according to the country of imports rulings. Product prices you see are exclusive of VAT.

Australia & NZ via Fedex International Connect Plus, 3-7 working days: Free over AUD $320/ $20 if under (for orders below $145 shipping costs $55). Tax and duties payable at checkout on orders over AUD $1,000. Product prices you see are exclusive of VAT.

All other markets via Fedex International Connect Plus, 3-7 working days: Free over £150/ £15 if under (for orders below £100 shipping costs £26). Tax and duties payable at checkout, dependant on basket value according to the country of imports rulings. Product prices you see are exclusive of VAT.

At Peachy Den we encourage conscious shopping. When checking out, please choose mindfully to ensure you receive the size and item you are after. Whilst we don't encourage returns for a change of mind, we are able to refund your item if necessary. You have 14 days from receipt to request a return, and a further 14 days to send it back to us.

 Do you ship to my country? 

We ship to all international markets. To see pricing in your market, select your country from the country selector in the header or footer. Relevant Shipping, Duties and Taxes are calculated and included at checkout. We guarantee no extra duties or taxes payable upon receipt. 

How can I track my shipment?

You will be sent a shipment notification with your tracking number so you can follow your Peachy order to your door.

In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can.

I think my parcel is lost, what should I do?

If you think your parcel is lost, you have 5 days from the expected delivery date to contact us. This ensures we have 5 days to contact the carrier to question the delivery. Please note the 'expected delivery date' is the delivery date stated in your tracking.

Orders

Do you require a signature release?

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you release signature upon delivery or have specified a recipient who is not you for delivery purposes then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by us and transfer responsibility in the same way.

I’ve entered my shipping address wrong - can I change it?

We move quickly so we are unable to process order amends. Please ensure you enter the correct order information at checkout.

Can I make changes to my order?

We move quickly so we are unable to process order amends. Please ensure you enter the correct order information at checkout.

I want to cancel my order, what can I do?

We move quickly so we are unable to process order cancellations. Please ensure you enter the correct order information at checkout.

How can I check the status of my order?

Click the “View your order” button sent in your order confirmation. You will receive updates via email/text once it has shipped and again once it is ready for delivery by the courier.

Billing

When will my credit card be charged?

Your card will be charged as soon as your order is accepted and processed.

What can I do if my payment is declined?

Please check that your card’s billing details (such as the security code and billing address) match what you’ve entered in our system.

Can I use multiple promo codes at checkout?

You can only use one promotional code per order. If its legitimate, the code will be automatically applied at the checkout.

Returns & Exchanges

What is your returns policy?

At Peachy Den we encourage conscious shopping. When checking out, please choose mindfully to ensure you receive the size and item you are after. Whilst we don't encourage returns for a change of mind, we are able to refund your item if necessary. We are always open to feedback on the reason behind you returning your garment. With that in mind, we appreciate you taking the time to fill out the 'return reason' accurately in our portal.

We understand that there may be occasions when you want to return items that are not suitable. We are very happy to help you chose a replacement or return the item. You have 14 days from delivery to request a return and a further 14 days to return the items to us. The total returns period is therefore 28 days for us to receive it, from the day you received your order.

Items must be returned to us in the condition you received them:

  • Items must show no signs of wear; please take care to avoid the transfer of make-up when trying on garments.
  • Items must be unworn, unwashed, undamaged and unmarked in any way. Please be careful when trying on garments to avoid make up or fake tan transferring onto the fabric. To qualify for a return the items must be free from any signs of wear or tear, Unfortunately, we can not accept any item for return which is damaged due to staining (food, makeup, sweat, etc.) or scent (perfume or body odour). We do our best to accept all returns, however, in case the return is in unsuitable condition, we may not accept it. And thus, we will return it to the sender.
  • Items must be returned to us with tags attached. There must be no signs of tampering with the labels or tags.
  • We are not able to accept returns or exchanges on items that have been altered. 
  • We are not able to accept returns for items purchased at any of our pop up events. 
  • Online sample sale items are final sale and non-refundable.
  • Faulty items may be returned and this will not affect your statutory rights.

Please note, we are not responsible for lost or damaged parcels sent outside of our return portal.

 How do I exchange or return an item?

Please process your return by following our instructions here.

What if I can’t find my order number?

Your order number is sent via email and/or text but if you can’t find it please get in contact so we can help you find it through your name or email address.

Do I I have to pay for my return?

Yes, return costs are covered by the customer. Our returns portal will deduct £3.50 from your total refund for UK returns. We only cover returns if your item is faulty or an incorrect item was received, to which we take full responsibility for.

Return costs for international returns will be displayed in our returns portal.

Original shipping costs are not reimbursed.

How long does it take to process a return?

We process all refunds within 10 working days of them being delivered. Please note that bank holidays and weekends are not included in this timeframe. If you feel like your return sits outside of this timeframe, please reach out to us at hello@peachyden.co.uk.

Credit/Debit card refunds usually take 5-10 business days to appear on your statement. You will be emailed a refund notification straight away once it has been processed on our side but please allow this timeframe for the money to return to your account.

What should I do if I receive the wrong item?

If you received a product different from the one that you ordered, we take full responsibility, so please contact us at hello@peachyden.co.ukand we’ll be sure to get you the item you ordered.

I think my item is faulty, what do I do?

Please contact us as soon as possible with your order number, product, details of the fault and images to ensure a speedy solution.

You have 10 days from receipt of your order to let us know of any faulty items received.

Can I return sale items?

Yes, you can return sale items are per our returns policy.

Online sample sale items are final sale and non-refundable. Where this is applicable, we will always write it on the product page.

Can I return items purchased at your Pop Up?

We are not able to accept returns online for items purchased at any of our pop-up events.

Student & Key Worker discount

Do you offer discount codes for students and key workers?

Yes! Please head to our Student Discount page here for more information.

Products & Sizing

I am between sizes on the size guide, can you help?

Please contact us with the desired product and your bust, waist and hip measurements and our customer care team will do their best to assist you.

The item I want is out of stock, will it come back, and can I be notified?

Our core products will always restock. Some of our seasonal styles are limited edition and will not restock, we believe this is a more mindful way to manage production, reducing waste. Our best selling seasonal styles will restock, to keep updated on this you can sign up to the waitlist on the product page and we will notify you via email as soon as the product is back in stock.

When is the next product launching?

We’ll aim to drop new capsule collections monthly, sign up to our mailers with your email address to be the first to find out.

We will update our Instagram and website with incoming drops and restocks of our collections.

How long do gift cards last for?

Our gift cards rage from £25-£250 and are paperless, sent via email. They last for one year from the date of purchase, you can purchase our gift cards here.

If you have any other questions, please get in touch with us here.

TAILORING & REPAIRS

Can I get my items tailored to fit?

At Peachy Den, we believe in finding the perfect fit for our customers, that's why we've teamed up with SOJO to offer bespoke tailoring on some of your fave items. Whether you're copping a new look or revamping your current items, our service makes it easier than ever to fix your fit. Find out more here.

How do I find out more information about this service?

Click here for further information on SOJO's FAQs.

Contact Us  

If you have questions about your order, our products, our website, or anything Peachy send an email to hello@peachyden.co.uk and we will be happy to help.

You can also contact us via LiveChat. You'll find us in the bottom right hand corner of the screen when our chat systems are live.

Peachy Den Loyalty Club

Have you joined our new Loyalty Club? You can earn points by creating an account, making a purchase, shopping New In, referring friends, and more.

All points are redeemable for discount codes to use against online purchases.

For more information, create an account by clicking the button below.

Log In