FAQs

Yes. Refunds are granted if the item you have purchased was done so online, is unsuitable, or is faulty and does not perform in the manner it was meant to. 

• If you wish to return an item for a refund, less original and return shipping cost, please email us at info@pampamlondon.com with your intent and we will send you returns information. Please then send your original order back to us at the following address:

pam pam (Returns)
J & S House, Unit A, Denton Drive, Northwich, Cheshire, CW9 7LU

 

• Returns must be made within 14 days of receipt for customers in the UK, and 14 days for international customers. If a request to return an order, or we received the returned over well after this period, a refund will not be applied and you will be notified via email.
• All items must be in original, re-sellable condition with product tags still attached. If returned items are not up to this standard, a refund will be refused. Should the return be deemed in a re-sellable condition, we will issue a refund for the item, less delivery charges, and you will be notified via email
• Due to hygiene reasons, earrings, socks, lip balms, face masks, face creams, oils and swimwear bottoms may not be returned for exchange or refund. Other items that cannot be exchanged/returned are magazines, gift cards and aerosols.
• Some special release/limited edition items are not eligible for return for refund/store credit/exchange due to the nature of the release. This is due to the nature of the release and these terms will be clearly stated on the product page. Please be sure before purchasing

 

If you wish to cancel your order, please get in touch with us as soon as possible via email, info@pampamlondon.com, or call us on 01606 359100 between store opening times. Please note, we may not be able to cancel your order if it has already be packed and handed to our courier.

We do! In order to keep up to date, please sign up to our mailer via our website. Also, you’re welcome to follow us on Instagram, Twitter and Facebook.

To create an account, please find the Sign In button at the top, right hand corner of the screen. Follow the prompts to open an account. Your account information is always accessible and changeable. If you have any queries regarding your account, please email us at info@pampamlondon.com and we will assist you.

If you need to update your account, simply login and select the ‘update details’ tab on the screen. Here you can change your billing and shipping addresses and contact details.

If you wish to cancel your account, please contact us at info@pampamlondon.com with the subject line ‘cancel account’. We will notify you once your account has been terminated.

• We offer two domestic options for shipping, A faster 1st class service taking 1-2 business days and a standard 2nd class service taking 3-5 business days. 
• Please keep in mind that delays are possible due to Covid
• We aim to ship all orders that are placed on a business day before 2pm that same day. This aim can vary during busy periods like sale and Christmas so please be sure to order during these periods with plenty of time allowed to receive your order. Orders placed after 2pm will be shipped the following business day.
• The Royal Mail service we use requires a signature upon delivery, so please make sure you are available to receive your order, or a neighbour you trust. pam pam is not responsible for your order being received and signed for by someone unknown to you. Please contact Royal Mail if you have this issue with your delivery. To ensure this doesn't happen, please keep an eye on your tracking details to know when your order may be delivered.

• If your order does not arrive, please use the following Track & Trace link and enter the tracking number that you received in your Shipment Confirmation email. If you have not received your shipment email, please be sure to check your spam/junk inbox before contacting us. The tracking number will give you the location of where your order is, or if your order was received by a neighbour. If you cannot see any information, please contact Royal Mail and quote your given tracking number.

 

Yes. It is possible to track orders sent domestically and internationally using the following link to  Track & Trace. Only some international destinations do not offer tracking and you will be notified via email if your country is one of these. A tracking number is provided to you in the original Shipment Confirmation email. If you did not receive this email, please double check your spam/junk folder before contacting us at info@pampamlondon.com. If you still cannot find it, please let us know your order number and we will resend the shipping confirmation email to you. To keep the costs down for domestic shoppers, tracked shipping is not available. If you do wish for your order to be trackable, please email us at  info@pampamlondon.com before finalising your purchase. 

Our store is currently not facilitating online orders to be collected in store. We are so sorry for any inconvenience caused.

Yes, we ship to almost all destinations in the world via Royal Mail. Sadly, we are unable to offer shipping to Russia, Ukraine and Belarus at this time. We are working on secure shipping methods for these destinations! 

Shipping costs for international purchases will depend on the destination and weight of the order. For the most accurate calculation, please proceed to checkout, prepayment, and your shipping total will be calculated once you have entered your address. Note that limited edition releases can cost more in shipping due to the cost of the product.

Royal Mail estimates delivered within the EU can take between 7-12 local business days and international deliveries outside of the EU can take between 10-15 local business days. Please note - delays are in full effect due to Covid. Sadly, this is outside of our control. Please utilise your tracking information when you receive it and stay up to date with your local post service once your order reaches your country. The amount of days is dependent on the destination of the order. Please note-

• Orders received before 2pm UK time will aim to be processed same day. This aim can vary during busy periods like sale times and Christmas. Orders received after this time will be processed next business day.
• Your order may be delayed due to items being processed by Customs & Excise in the country of destination. Unfortunately, this process is not within pam pam's jurisdiction. Any delays caused by customs, please contact your national post service or customs office for information on your order.
• Your order is trackable and you will be given a tracking number in your Shipment Confirmation email. This means you will be able to keep up to date on where your order is. Please note that some Asian countries do not have the option for trackable orders. They will be a signed for service instead.
• If you require your order to be sent express, please email us at info@pampamlondon.com with your request and we will assist you.

 

You may be liable for import and/or customs duties on your order. If you are unsure of these charges, it is advisable to contact your local customs office to ask advice on what fees you could incur. pam pam is not liable and will not pay any of these charges. 

Yes, you can exchange an item you bought in store within a 14 day period. Any exchanges made outside this time may be refused. Please not -

• Items returned must be in the same condition they were bought, unworn and with original product tags still attached. If the item for exchange does not meet these standards, the exchange will be refused.
• SALE items, once purchased, are final and cannot be exchanged.