Shipping policy

Delivery

We are currently offering free UK mainland delivery on all orders.

Deliveries may be delayed due to the current situation with COVID-19.

Some of our items will be dispatched later than usual due to stock delays.

We offer the following delivery options:

ROYAL MAIL 2^nd CLASS	2 to 3 working days
Europe	3 to 7 working days
USA & Canada	Up to 10 working days
Rest of the World	Up to 10 working days

Please note: for both UK and international orders, delivery may be delayed due to situations beyond our control, for example: Customs delays, adverse weather conditions or unexpected increase in demand. Our Customer Service Team will update you if anything changes with your order.

How much does delivery cost?

UK	Free delivery to UK Mainland*
Europe	£7.50 *
Rest of the World	£12 *

*Please note: Depending on your delivery location, the charges may vary. Your delivery charge will be confirmed at Checkout. For Europe & the rest of the world, the delivery charge is dependant on weight, the charges above are roughly based on 2 items, please contact us if you are placing a larger order.

Which couriers do you use?

All of our orders are sent by ROYAL MAIL UK.

Can I track my order?

Once your order has been dispatched you will get a confirmation email. Most of the orders are packaged to be delivered through your letterbox by Royal Mail, and so you should expect these within 2 – 3 working days. For larger orders we will use special delivery or recorded delivery which will need to be signed for, these are usually 1 – 2 days. For Europe and the rest of the world, different rules may apply.

What time do I place my order by for NEXT DAY DELIVERY?

Next day delivery can be requested, by emailing us first, or speaking to our advisors on the live chat. There may be a additional charge for this. Usually all next day delivery orders need to be placed by 1pm.

I have only received part of my order, what do I do now?

There are times when we have to send items our separately. Usually you will be informed of this through the dispatch email and also on the packing list that will come with the order. However, if there are items missing that are shown on the packing list then please contact us immediately by email and we will look into this for you and/or if required send you the missing items out on the same/next day.

Please Note:

For International orders please note: Payment of additional duties and taxes may be required before your order is released from customs, depending on the delivery address.

If you have any other queries then please contact us through the website live chat and speak to an advisor or alternatively email us, hello@peonyandmulberry.co.uk

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@peonyandmulberry.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for the delivery cost f returning the items to us. We advise for orders over the value of £20, you send the items back by recorded/special delivery with enough insurance cover, in case the package is lost/goes missing. We cannot accept liability of the return until we receive it.

You can always contact us for any return question at hello@peonyandmulberry.co.uk

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. Due to hygiene reasons our silk face masks are all non-refundable.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.