FAQs

Shipping

Q.) When will my order be shipped?

A.) Our standard delivery will be shipped within 2 working days with Royal Mail 48 tracked, please allow 3-5 working days to receive your order. Our next day delivery service will be shipped on that day so long as the order is placed before 1pm.

International delivery can vary based on destination but we will ship these within 2 working days.


*Please note, during peak times this may increase, please bear with us as we are working our hardest to get your parcel out to you as soon as possible. 

 

Q.) When will my pre-order item ship?

A.) Any items on a pre-order basis will ship from the date stated on the product page under the delivery and payment section. If your order includes ready to ship items, it will ship once all items are available.

We will try our best to meet the original delivery time but due to the impact of COVID-19, many of our manufacturers are experiencing significant challenges during the production of our garments.

 

Q.) Do you ship to my country?

A.) We ship worldwide, prices vary depending on your location. Due to the Brexit transition European customers may be charged Duty and Tax by your customs department via our couriers. Please note that as the recipient you are responsible for all import fees. All international parcels are held in customs for a regulatory check whilst they await payment for import fees, failure to pay these fees may prevent your parcel being cleared from customs for several days. These charges may vary depending on country, if you have any queries on this we recommend you contact your local customs office for more information.

 

Q.) How can I track my shipment? 

A.) 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 via info@peachyden.co.uk.

 

Q.) What are your delivery options?

A.) 

Royal Mail 48 Tracked ~ FREE

Domestic Express Next Day Shipping - DPD (Order by 1pm) ~ £4.95

 

Q.) I think my parcel is lost, what should I do?

A.) All our parcels are sent tracked but we cannot control what happens once it has left our warehouse. If you are concerned your parcel is lost or taking longer than expected please email info@peachyden.co.uk and we will try our best to find a solution.

 

Orders

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

A.) Please contact us as soon as possible. If your order hasn’t been packed yet, we can change your shipping label. However, if it is too late you will have to contact the shipping provider. 

 

Q.) Can I make changes to my order? 

A.) Please contact us as soon as possible. If your order hasn’t been packed yet, we may be able to make changes to it. However, if it’s too late you will have to return the items for exchange, see our returns info here

 

Q.) I want to cancel my order, what can I do?

A.) Please contact us as soon as possible. If your order hasn’t been packed yet, we may be able to cancel it. However, if it is too late you will have to return the items, see our returns info here

 

Q.) How do I know my order has been cancelled?

A.) If you’ve cancelled your order you’ll receive an email once the order has successfully been cancelled. If you haven’t received a cancellation confirmation email, email info@peachyden.co.uk and we’ll look into this for you.

 

Q.) How can I check the status of my order?

A.) 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

Q.) When will my credit card be charged?

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

 

Q.) What can I do if my payment is declined?

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

 

Q.) What is Clearpay?

A.) Clearpay is a payment service allowing us to offer customers the ability to make purchases instantly and then pay for them in 4 automatic instalments made every 2 weeks without any interest.

Just shop online and check out as normal. At checkout, choose the Clearpay payment method.

 

Q.) Can I use multiple promo codes at checkout?

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

 

Returns & Exchanges

Q.) Can I exchange or return an item?

A.) We're sorry you didn't love your item! Please follow our returns and exchanges policy to send it back.

Order # must be provided to place a return/exchange, and you will be refunded to your original form of payment. Please note shipping costs won’t be refunded. Your exchanged item will be sent to your original shipment address unless state otherwise.

If you are returning a gift, make sure to have the order number or name and email address of the person who purchased the order.

 

Q.) What if I can’t find my order number?

A.) 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.

 

Q.) Do I I have to pay for my return? 

A.) Yes, return costs are covered by the customer. Our returns portal will deduct £4 from your total refund. We only cover returns if your item is faulty, to which we take full responsibility for.

 

Q.) Will you refund the duties and taxes I was charged on my order upon delivery? 

A.) Unfortunately, we cannot refund these charges to you. Please contact your local customs office for a refund.

 

Q.) How do I return an item? 

A.) If you are UK based, please complete our return portal to organise a refund, exchange, or store credit.

If you are returning internationally, please find details on how to return here and send back to our warehouse: 

Peachy Den, The Lacuna Collection, 

13-15 Wintonlea Industrial Estate, 

Monument Way West, Woking, 

GU21 5EN

*Please hold onto your proof of postage, we are not responsible for any lost or damaged parcels. 

 

Q.) I am unable to print off my returns form, what do I do? 

A.) Please copy our returns/exchanges form onto a piece of paper and include this in your parcel. If you are concerned, please email info@peachyden.co.uk with your order number and returns/exchanges information and our customer care team will assist you.

 

Q.) How long does it take to process a return?

A.) 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.


Q.) What should I do if I receive the wrong item?

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


Q.) I think my item is faulty, what do I do?

A.) Please email info@peachyden.co.uk as soon as possible with your order number, product, details of the fault and images to ensure a speedy solution. 

 

Q.) Can I return on sale items?

A.) Sale items are exchangeable only, please see our exchanges & returns information here.

Online sample sale items are non returnable. 

 

Products & Sizing

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

A.) Please email info@peachyden.co.uk with the desired product and your bust, waist and hip measurements and our customer care team will do their best to assist you. 

 

Q.) Where are your products made? 

A.) With sustainability in mind, we intend to make the majority of our products in the UK and most of our core collection is made here. Moving forward, our aim is to source sustainable fabrics with high contents of natural and recycled fibres for our seasonal collections. To ensure we can continue to use these sustainable fabrics, we have expanded our production and sourcing to include Portugal, Italy, and Tunisia where we have found organic and sustainably produced fabrics in all of these countries. 

  

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

A.) 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. 

 

Q.) When is the next product launching?

A.) 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.

 

Q.) How long do gift cards last for?

A.) 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.

 

Contact Us  

If you’re curious about an order, our products, our website, or anything Peachy send an email to info@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.