DELIVERY AND RETURNS
RETURNS
Love and care goes into every Pepa London garment, however, if you are dissatisfied with your purchase or wish to exchange, we are happy to offer a full refund or exchange within 28 days of receiving your item. If 28 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including tags and plastic, and garments must not be washed or worn.
If you are sending the parcel from outside of UK, make sure to claim the parcel as "BRITISH GOODS RETURN"
Several types of goods are exempt from being returned. Non-returnable items include:
- Gift Cards/E-Gift Cards
- Socks & Tights
- Hair Accessories
- Bespoke Items
You can't return items from our Celebration collection, but you are able to exchange them for a different size as long as all original tags are on the item you are exchanging.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Important: Extended Return Before Christmas:
Orders placed between 1st December - 24th December 2023 can be returned up to 21st January 2024
RETURNS
To return your product, please contact hello@pepalondon.com to arrange. You should mail your product to:
Pepa London
Big Yellow Croydon
202-216 Thornton Road
Croydon
Surrey
CR0 3EU
Please note: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Pepa London is not responsible for any returns lost in transit – it is recommended that you include tracking and insurance for your protection. Your statutory rights are not affected by our returns policy.
REFUNDS
Once your return is received and checked, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed within 3-5 working days for UK orders and up to 10 working days for International orders, and will automatically be applied to your original method of payment.
EXCHANGES
If you wish to exchange and item for a different size, please send us an email at hello@pepalondon.com notifying us of your exchange, fill in your returns form with the needed information, then ship the item back to us. Once we have received your return, we will then ship the new item out to you for free.
Celebration Collection
Our Celebration collection is handmade in Spain, and is not refundable. However, you are able to exchange for a different size of the same item if needed.
Bespoke Garments
Our Bespoke garments are handmade in Spain and bespoke, made using specific measurements for your child, and are therefore not refundable or exchangeable.
Please note: each item is unique and handmade using vintage material such as lace and fabrics, therefore each piece will be unique with some variations that do not affect the overall design, style or look as shown on the picture.
DELIVERIES
At Pepa London, we're committed to a greener future, which is why we now offer a Carbon Offset shipping option using DHL's GoGreen Plus initiative. By selecting this option at checkout, you're helping to reduce carbon emissions with Sustainable Aviation Fuel (SAF) and supporting sustainable innovations. Together, we can make a difference - one shipment at a time. You can read more about DHL's GoGreen Plus sustainable shipping initiative here.
UNITED KINGDOM |
||
TRANSIT TIME |
COSTS |
COURIER |
Next business day (if ordered before 12PM) |
£5.95 (FREE on orders over £150) |
DPD |
EUROPE |
|||
COUNTRY |
TRANSIT TIME |
COSTS |
COURIER |
Germany |
1 - 2 business days |
€20 |
DHL |
3 - 4 business days |
€15 FREE on orders over €250 |
DHL |
|
Ireland |
3 - 6 business days |
€7 FREE on orders over €250 |
Coll8 |
Italy |
1 - 2 business days |
€20 |
DHL |
4 - 6 business days |
€15 FREE on orders over €250 |
DHL |
|
France |
1 - 2 business days |
€20 |
DHL |
3 - 5 business days |
€15 FREE on orders over €250 |
DHL |
|
Spain |
1 - 2 business days |
€20 |
DHL |
4 - 5 business days |
€15 FREE on orders over €250 |
DHL |
|
Switzerland |
1 - 2 business days |
₣20 |
DHL |
4 - 5 business days |
₣15 FREE on orders over ₣220 |
DHL |
Rest of Europe |
2 - 4 business days |
€20 |
DHL |
4 - 7 business days |
€15 FREE on orders over €250 |
DHL |
INTERNATIONAL |
|||
COUNTRY |
TRANSIT TIME |
COSTS |
COURIER |
Australia |
4 - 5 business days |
20 AUD FREE on orders over 350 AUD |
DHL |
Brazil Important: Taxes and duties will be charged upon delivery for orders to Brazil |
4 - 5 business days |
95 BRL FREE on orders over 2950 BRL |
DHL |
Canada |
2 - 3 business days |
20 CAD FREE on orders over 450 CAD |
DHL |
Hong Kong |
3 - 4 business days |
120 HKD FREE on orders over 3000 HKD |
DHL |
Japan |
4 - 5 business days |
2000 JPY FREE on orders over 60000 JPY |
DHL |
Kuwait |
4 - 5 business days |
5 KWD FREE on orders over 400 KWD |
DHL |
Qatar |
4 - 5 business days |
60 QAR FREE on orders over 1950 QAR |
DHL |
Saudi Arabia |
3 - 4 business days |
60 SAR FREE on orders over 1450 SAR |
DHL |
UAE |
3 - 4 business days |
60 AED FREE on orders over 1450 AED |
DHL |
USA
|
Express - 2-3 business days
Standard 3-6 business days |
25 USD / 10 USD on orders over 350 USD 15 USD / FREE on orders over 350 dollars |
DHL |
Rest of the World |
3 - 7 business days |
17 GBP FREE on orders over 250 GBP |
DHL |
LARGE DELIVERIES
Our larger items will be shipped via DHL only and incur the below additional charges.
ITEM |
UK |
EU |
US |
WORLDWIDE |
London wooden bus Memories Folder |
£7.50 |
£20.80 |
£37.70 |
£50.10 |
Mouse Book House |
£7.50 |
£20.80 |
£37.70 |
£50.10 |
Memory Cases |
N/A |
N/A |
£37.70 |
£50.10 |
CONTACT US
If you require more information on returns or exchanges, please email us at hola@pepalondon.com.