FAQs and Xmas

Frequently Asked Questions & Returns


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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.

We have recently added some International Sizing Charts which we hope will be the easiest way to check your size.

As we have a large number of brands from countries all over the world, we hope this will be useful. Sizes seem to vary from company to company as well as from country to country. Thankfully the Nightwear sector allows for a certain amount of leeway in terms of how it is worn and unless suggested otherwise, we recommend you err on the side of purchasing a little bigger than a little smaller, as tight nightwear is uncomfortable.

We have also added a number of the brands own sizing charts and are adding to it gradually. Please bear with us.

It is worth noting that our American counterparts like BedHead, tend to have much larger comparative sizes than the European brands like Bonsoir and Zimmerli.  Australian brand Deshabilee and in fact ThreeJ are close to European sizes.

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 within product descriptions and we are also gradually adding models with their sizes to try further to give comparisons to aid your decisions.

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  your ‘bag’ top right hand corner. When your order is complete, click on ‘Checkout’ and enter your customer details, delivery details and payment information.

You can register as a guest if you prefer or as a new customer. New customers will be able to get occasional emails about discounts and new lines and products.

You can now checkout with PayPal as well as SagePay which takes most major credit cards. We are also in the process of adding American Express.

If you wish to cancel your order please 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.

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

We decided on these choices because Standard at £4 appears to be the best option that can be provided at the lowest cost which enables us to safeguard your delivery by tracking it and allowing you to sign for it.

With the exception of Friday and weekend post, Express will always get to you next day if you order by Midday. As a result this seems to be the best fast option.

At Christmas time we all need to give a little leeway and it’s best that you order in good time. But as a guide the following is true:

Standard Delivery ( 2-5 days over Christmas)

Express ( next day by 1pm or Friday next days arrive on Monday.)
Also as a guide for 2015 last postal times are as follows:
UK Standard Monday 21st December
UK Express Wednesday 23rd December
International Tuesday 15th December
Please note these is information provided by Royal Mail. If for some reason, parcels do not arrive this is out of the control of thepyjamastore.com

We regularly ship worldwide and welcome orders from outside the UK. We offer International  first class delivery for non-UK addresses using either International Signed For services or Airsure 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 International signed For delivery for all other locations including US/Asia/Eastern Europe.

On occasion we may refuse a delivery. This is our right. If we deem there to be problems with Royal Mail, we will utilise other services to ensure your delivery reaches you as swiftly as possible.

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

We have a number of different delivery options depending on where you live and how quickly you need your order.

UK (Standard) delivery – £4.00 UK Standard delivery to any UK address costs only £4.00. Parcels are sent out by Royal Mail Tracked and  will typically arrive within 3-4 working days, although this is not a guaranteed service.If no-one is at the specified delivery address when the postman attempts delivery, you can ask him/her to leave the package in a ‘safe place’ – i.e. in the porch, with a neighbour etc. Simply enter your designated place under delivery instructions. This is a suggestion, although we cannot be held responsible for packages that are not signed for. Otherwise, the parcel will be returned to your local sorting office where it will be held for two weeks.

UK (Express) delivery – £9.00 We offer an express delivery service for UK addresses only. All orders received before midday will ordinarily arrive before 1pm on the following working day. On occasion this service will still be effective for parcels after midday up to 4.30pm dependent on how busy we are and how busy the Post Office is.

Please note that orders placed before 2pm on Friday are only guaranteed for Monday and orders placed after midday on Friday are only guaranteed to arrive on Tuesday. If you require a Saturday delivery especially and are prepared to pay the additional costs (usually an additional £12.00) please write a note at the bottom of your order, clarifying you are happy to pay a surcharge.

A signature is required for this service, so if no-one is at the specified delivery address when the postman attempts delivery, a card will be posted through your door and the parcel will be returned to your local sorting office where it will be held for one week.

International Delivery – £20.00 We are happy to send parcels to addresses anywhere in Europe, North America and Australasia.

Any order from other countries will also be considered as long as we can adequately ensure we can get your parcel to you safely.

These are charged at £20.00 an order and can take a week to arrive. This cost is based on previous international  order costs and is an average. If a parcel is over 2kg in weight a surcharge may apply, but we will contact you to discuss. Equally if the cost at despatch is markedly lower, we will send out a refund to your card or PayPal.

This price does not include any import duties or local taxes, for which the recipient is responsible.

UK VAT (20% on adult items, 0% on children’s items) will automatically be removed from online product prices when you select a NON-EU country as the delivery destination in the checkout process.

UK CUSTOMERS: If you require your goods more urgently, we can arrange a courier at additional cost (dependant on weight).

We do observe the right not to process an order or deliver to a place or area if we do not feel we can deliver safely.

Please contact helpmeplease@thepyjamastore.com where we will deal with your request directly.

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.

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  lambswool robes or less frequently ordered items or items that are 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

Returns


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

We now offer Same Day Delivery through our courier partners Gophr.
If you choose this option, charges will be displayed for you at checkout and your payment goes directly to them.
We do not take any delivery percentage, this is an offering to give you convenience only.
As a rule of thumb this option is economically viable primarily if your order destination is within a 40 mile radius of London.
However should you wish to have a delivery further afield if you have a substantial sized order or an order of high value this may remain a viable option for you.

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

Unfortunately for hygiene reasons, underwear or lingerie type items that have been worn cannot be returned.

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

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.

This Xmas returns will be accepted up until January 9th irrespective of when they were purchased. For example if you order on 9th December you will still have till the 9th January to return the item.

During our Xmas and New Year Sale  you have within 7 days of receipt. This is necessary to enable all customers to get the opportunity to purchase the discounted items whilst the Sale remains on.

Typically this Sale runs from Xmas Eve for 3 weeks.

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.

Please complete the returns form fully.

This is now on the back of the Invoice provided with your parcel. If you have been gifted, the initial purchaser should have this.

We’ve now made this as easy as possible with e Returns sticker on the Invoice.

Currently we are not in a position to process free returns.  So please remember to obtain proof of postage as we cannot be responsible for goods whilst they are in transit to us.

As a guide though return of most goods second class signed for should cost in the region of £4 via Royal Mail and we recommend you take that option.

If you require an Exchange we will send out your Exchange by this method and will pay the postage out to you.

There should be a sticker on your Invoice with this address.

If for some reason you do not have it though;

Please send your returns to:

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

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.

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

We very much hope that as the business grows, we will be in a position to offer more favourable Returns policies.

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