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FAQ's

 Where is my order confirmation email or I think I am missing an email/reply?

Please check your junk/spam folder! Unfortunately we have issues with some customers not recieving emails from us as they are going into their junk emails. Please check this folder in your email account if you are missing an email from us.

Can I have the tracking information for my parcel?

Once you order has been shipped, you will receive an e-mail confirming the dispatch with tracking information. This is sent automatically from our system. Please check your junk mail if you have not recieved this.

I’m not sure what I want and I need some style advice!

No problem! We love fashion and have loads of experience, so just contact us.

A lot of sizes and colours are available on your website, are they all in stock?

Unfortunately it would be impossible for us to keep every size, fabric and colour option in stock! But everything listed on our website is available to order from Pikeur in Germany. They keep a lot in stock so most options are always available, however if your choice is out of stock it can be produced for you which takes around 10 weeks.

If your first choice is out of stock and would need to be produced, we will contact you straight away and check you want to go ahead or would rather take a different option.

How long does delivery take?

Whilst some items are held in stock for immediate dispatch, other items are ordered in from Germany. This means that for UK orders delivery can take up to 2 weeks, for the rest of the world please allow around 3 weeks. You can see information on this on each product page, if your chosen item is not available for immediate dispatch there will be some text stating this. For more information, please see our delivery page.

How do I find out more information about products?

You need to know all the info before you decide to buy! Which is why we have tried to put as much detail as possible into our product descriptions. To see these, scroll to the bottom of the individual product pages.

You can also view our size chart to see more information on sizes and measurements.

If you still do not find what you are looking for - contact us! We are here to help.

How do I know what size to buy?

Most products have a size chart to guide you on the specific product page.

A lot of our products are made in Germany so have German sizes as their primary size. We have tried to list other popular sizes and measurements to help guide you.

To view our size charts, click here.

If you need any help don’t hesitate to contact us.

What type of payments do you accept?

We accept most popular credit and debit card payments. For security reasons, payment will always be charged at the time of ordering. Payments are taken securely by our payment providers and we do not get to see your private details such as card numbers.

In addition to normal card payments, you can also pay with Paypal or Apple Pay.

You can change the currency using the tab at the top of the page to check out prices in different currencies. Normally you will be charged in your local currency, but if you need more help on this it is best to contact your own bank to double check.

If you would like to pay via bank transfer, please contact us.

I would prefer not to give my credit card information online, is there any other way I can make payment?

Please do not worry about security! We use the most up to date and efficient methods to ensure your credit card details are always secure and safe.

However you can telephone us with your credit card details to place your order over the phone if you would rather.

How much is the shipping cost?

UK shipping is always totally free for all orders!

Worldwide delivery costs £10 for most items (which is approximately €11 or $12.50 USD) Worldwide delivery for orders including some larger and heavier items including Eskadron is £20.

For more information on this, please check our delivery details here.

I notice tax is charged on your products, is this applicable to me?

For orders made with a delivery address in the UK or the European Union, 20% VAT is added on all products except Children's clothing which is zero rated.

If your delivery address is outside the UK or EU, you will not be charged tax. This will be calculated at checkout when you enter your details.

If you are registered VAT company within the European Union (other than the UK) you can contact us with your valid VAT number, and we can remove the tax for you.

When will my order be dispatched?

If goods are in stock, dispatch will be same day. If your goods need to be orders in from Germany, then they will be dispatched around 10 days after you place your order.

What do I do if I need help with tracking the delivery or getting my parcel?

Whilst we will always do our best to help you, we are not a delivery service. So if you need more information on tracking your parcels location or arranging delivery, it is best to go straight to your courier or local postal office/service with your tracking number and ask them for more information. They will be happy to help you! If you have any other questions of course you can contact us too.

Do I have to sign for my order on delivery?

Our delivery service will require signature on delivery and will attempt delivery to your specified delivery address several times. If you are unavailable to receive your delivery they will leave instructions for you to collect the package(s).

If you are expecting your order but you have not yet received it. Please contact your local post office/service for more information. They will also be able to help you arrange re-delivery should you have missed the first attempt.

If you fail to collect within a week then the items may be returned to us. Re-shipping can be arranged but is chargeable. Should you not wish for the item(s) to be re-shipped then the return will be treated as a return.

What do I do if I wish to return an item?

Please check out our returns policy here.

 

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