Ordering
1.1) Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time. However, by setting up an account with u, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now or you can first start shopping and sign up later before you checkout at the shopping cart page.
1.2 How do I create an account?
Please click on “Login/Register” followed by “Create an Account” and fill in your personal particulars.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable.”
1.5 How do I pay for my orders?
We accept payments via PayPal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.6 Can I amend and cancel my orders?
Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimise errors. It is advisable to check your order before placing it.
1.7 I have a discount code, how can I use it?
Key in the voucher code at the field “Voucher Code” and click “Add” in your shopping cart page before proceeding to check out. Please note we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received however do you know that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively you may check the status of your order in “my account” if you are a registered user.
Shipping & Delivery
2.1 When will my order be processed?
All orders will be processed within 1-3 weeks, excluding weekends and public holidays. Tine stated is GMT.
2.2 How long will it take for me to receive my order?
The standard courier delivery time frame is approximately 4-8 working days from the time of dispatch date. You will get the tracking ID after processing time.
2.3 How can I track my delivery?
Once the order has been dispatched, an email will be sent to you with the tracking number. You may check and track the delivery status of your orders with our logistics partner, with your 6-digit Order Number for all deliveries.
2.4 Can I change my delivery address after my order has been confirmed?
Yes, you can inform us within one week from your order date, by email and make sure Therefore, please ensure you provide the correct delivery address.
2.5 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Care Team at info@pellepellestore.com and we will get back to you as soon we can.
2.6 I’ve received a defective item, what should I do?
We apologies if you had received a defective item from us. Please contact our Customer Care Team at info@pellepellestore.com with a snapshot of the product and we will get back to you as soon we can.
2.7 I’ve received an incorrect item, what should I do?
We apologies if you had received an incorrect item from us. Please contact our Customer Care Team at info@pellepellestore.com and we will get back to you as soon we can.
2.8 I’ve purchased the wrong size or colour
We accept both returns and exchanges however the customer must pay the service and delivery charges.
2.9 I have not received my parcel, what should I do?
Contact our Customer Care Team at info@pellepellestore.com if you have received your parcel after 10 working days and we will assist you accordingly.
2.10 Will there be charges for re deliveries?
Yes, there will be charges for all re deliveries.
2.11 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?
You may check the status of your parcel via “Track your order” to find out why it might have been delayed. Alternatively, you may drop us an email at info@pellepellestore.com and we will assist you further.