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FAQ

How do I search for a product?

There are numerous ways to search for the product you are looking for. The most common way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section, spilt into gender types.

Alternatively, if you have a specific product in mind, you can search the product name, or keyword, into the search box in the top right corner of the website.

 
How do I work out my size?

To work out which clothes size is most suited to you we strongly advise that you follow the sizing charts using the link at the bottom of the page.

It is worth noting that our American counterparts like BedHead, tend to have much larger comparative sizes than the European brands like Bonsoir, Piero Galante and Zimmerli. Our size charts cannot be a definitive guide to sizing. Stocking numerous brands from a number of countries tends to create discrepancies which The Pyjama Store Ltd have endeavoured to highlight as best as possible using charts provided by the respective brands.

 
How do I order?

You can order online 24 hours a day, 7 days a week. You can view and amend your order at any time by clicking on 'My Basket’. When your order is complete, click on ‘Checkout' and enter your customer details, delivery details and payment information.

 
Can I cancel my order?

If you wish to cancel your order please call us on 0800 011 3530 or email us at helpmeplease@thepyjamastore.com to request this. Unfortunately, if your goods have already been dispatched, we will be unable to cancel your order and you will need to return the item(s) to us for a refund.

 
How long does delivery take?

Length of delivery is dependent on the country you are ordering from, and the delivery service you are choosing. For UK customers, we have two delivery options: Standard Delivery and Express Delivery.

 
What countries do you deliver to?

We regularly ship worldwide and welcome orders from outside the UK. We offer airmail first class delivery for non-UK addresses to the following locations:

Europe: Andorra, Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and Vatican City

Rest of the world:

We offer first class airmail delivery for all other locations including US/Asia/Eastern Europe.

 
How much is delivery?

Delivery charges are dependent on the delivery method you choose and the location requested for delivery.

Standard UK Delivery

Standard UK delivery costs a flat rate of £6.50, regardless of the quantity of items on the order and the weight of the order. Orders on this service are sent on a recorded service with Royal Mail and usually take 2-3 working days for delivery. Please note that as this is a recorded service, your parcel will be taken to your local postal office, should you not be present at your address at the time of attempted delivery. For the highlands and islands please allow a further 24 hours for delivery.

Express UK Delivery

The express UK delivery service is a next day delivery service at a cost of £9. For any orders placed before midday, we guarantee you same day dispatch of your goods in order to provide a next working day delivery. As with our standard delivery service, your order will be sent on a recorded delivery service. Should you not be present at your address at the time of attempted delivery, your parcel will be returned to your local postal office for collection. For the Highlands and islands please allow a further 24 hours for delivery.

Delivery to Europe

Delivery to Europe costs a flat rate charge of £12.

Worldwide delivery

Delivery to countries outside of Europe is £20.

UK CUSTOMERS: If you require your goods more urgently, we can arrange a courier at additional cost (dependant on weight). Please contact helpmeplease@thepyjamastore.com where we will deal with your request directly.

 
How soon after placing an order are goods dispatched?

We endeavour to dispatch orders the same day as they are placed, if they are placed before midday on a working day. For orders placed on a weekend, bank holiday, or after midday, we will endeavour to dispatch goods the following working day.

 
How long do I have to wait for delivery if my goods are on pre-order?

If an item is set for pre-order we will inform you as soon as possible. Pre-order items are either orders which are tailor made garments like the lambswool robes or less frequently ordered items or items that our not in stock but can be ordered straight away. Pre-order items will take from 10-14 business days to arrive and specially hand made items like leather wash bags 3-4 weeks

 
Am I eligible to return my order?

You may return your goods providing they have been unworn, unwashed and, where applicable, with the original tags attached.

Please note: If you return goods where a Free Delivery offer has been provided, you will receive your refund minus the original delivery charges.

 
How long do I have to return my goods?

If you are not satisfied with your goods for any reason please return them in the original packaging within 14 days of receipt and we will either exchange them or refund you.

 
My goods are faulty, can I return them?

We ask that you accept our sincerest apologies should you find that your products are faulty, and request that you please return these to us, where we will provide you with an exchange or refund.

 
How do I return my order?

Please complete the form fully and remove the cut out returns label and affix to the outside of your parcel. Please remember to obtain proof of postage as we cannot be responsible for goods whilst they are in transit to us.

 
Where do I find the return form?

You can download a copy of the return form using this link: Return Form

 
Where do I send my return to?

Please send your returns to:

The Pyjama Store Ltd
A01 Du Cane Court
Balham
London
SW17 7JA

 
Will my postage be refunded?

Should a refund be requested, the original postage and packing charge will not be refunded.

 
How long does the returns process take?

Upon receipt of your returned goods to us, we endeavour to process the return immediately. However, please note that during busy periods there may be a slight delay.

 
Are returns free?

Please note that The Pyjama Store will not pay for items to be returned. Please affix the correct postage to your parcel.

 
Any unanswered queries?

We have endeavoured to raise all of the more frequently asked questions on this page, however if there are any queries which have gone unanswered please email us at helpmeplease@thepyjamastore.com, where a member of our dedicated customer service team will respond to you as soon as possible.