Frequently Asked Questions
If you can’t find the answer to your question on this page, please contact our Customer Care Team at email@example.com
DO I HAVE TO PLACE MY ORDER ONLINE?
We sell our amazing celeb inspired styles online only. Unfortunately we do not have a catalogue and we can’t take orders over the phone.
CAN I MAKE CHANGES TO MY ORDER?
We process all orders super fast so that we can get your goodies to you as quickly as possible. You can amend your order as many times as you like before you click PLACE YOUR ORDER. After this point you will be unable to make amendments.
CAN I CHANGE MY DELIVERY ADDRESS?
Sadly as we process orders so quickly we are unable to amend your delivery address once your order has been processed. If you have any concerns about your delivery address, please let our team know via email at firstname.lastname@example.org
WHERE IS MY ORDER?
You will receive an email once your order has been dispatched which will contain tracking information. You can also keep an eye out on your delivery or contact our Customer Care Team to help track your order. Please remember that on some occasions it could take up until 9pm for the courier to deliver your package.
WHY HAS MY ORDER BEEN CANCELLED?
Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.
WHAT CURRENCIES DO YOU ACCEPT?
Your order will always be converted into pounds by your bank. You can select your currency preference at the top of the website; however these prices are only shown as a guide.
HOW LONG DO I HAVE TO RETURN AN ITEM?
We understand that sometimes you change your mind about a style, or you’re not lovin’ the look when it arrives and we’ve no problem with that! You can return any item you don’t love, we just ask that:
– Items must be returned within 14 days of delivery.
– Items must be unworn and unwashed.
– Items must have all tags attached.
– You must obtain proof of postage just in case your order is lost on its way back to PBHQ.
– We reserve the right not to refund you if you return items to us outside the terms of our returns Policy.
– The cost of the returns must be paid by the customer.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
We include a prepaid label with all UK parcels. This label offers a 2 day tracked service. Simply pop the label onto the front of your parcel and take it to your local Post Office. We always ask that you retain a copy of your postage receipt until you receive your refund, just in case we need to track your parcel back to us. Please be aware that this label does not offer free returns, and we will deduct £2.50 from your refund for using the label. You can always use your own method of return; however we recommend that you return your parcel using a tracked service and retain your proof of postage until your refund is processed.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We ask for 7 working days to process your return once your parcel has been received into our warehouse; however we always try to issue refunds as quickly as possible. Once everything has been processed we will send you an email containing all of the details of your refund. If you have any questions about your refund, just let our team know by sending us an email at email@example.com
CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
Sadly we don’t offer exchanges right now as due to fast moving stock we simply can’t guarantee that your size will be available. You can return your item to us for a refund, and then place a new order to get the item of your choice.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
Please contact our glam team at firstname.lastname@example.org as soon as possible and they will look into resolving this matter.