Frequently Asked Questions
MAKING A PURCHASE
- How do I make a Purchase?
Once you have selected your product by size and colour just click the 'Add To Bag' button. Then choose to either continue shopping or proceed to checkout. Our easy-to-use online guide will take you through the payment process step by step, allowing you to cancel the purchase at any point.
- How safe is the online purchasing process?
We use a system called Braintree used by many large companies. We believe that it is the most secure electronic payment mechanism available. Your credit/debit card details are not visible to N.Peal staff at any level and we do not store any credit card information. N.Peal takes your security and privacy seriously and all transactions are encrypted to the highest level.
- Can I make a purchase over the phone?
We are more than happy to talk through your requirements and take your order over the phone. Just call +44 (0) 207 235 2471 (Mon-Sat 10am-7pm, Sun 12pm-6pm).
- Which size should I choose?
Please follow our sizing guide or call us to discuss your requirements on +44 (0) 207 235 2471 (Mon-Sat 10am-7pm, Sun 12pm-6pm).
- What payments do you accept?
We accept all major credit cards including AMEX and also take Paypal. You can also select which currency you transact with us in, either £GBP, $USA or €EU.
- How will I know that my order is being processed?
When you place an order with N.Peal you will receive a confirmation email. You will also receive an email to let you know once your order has been dispatched.
- Will I get a receipt?
We have a legal obligation to provide you with a receipt. So your receipt will be emailed to you following the successful transaction.
- When will I receive my order?
All UK orders are delivered within 1-3 working days. Deliveries to other countries may take a little longer depending on the destination, but are usually made within 2-7 days depending on destination. We cannot guarantee delivery times for any orders.
- How do I contact N.Peal?
- Can I track my order?
All UK and EU deliveries are made via Interlink Express and their international partners, and once dispatched can be tracked via their website. Once your order has been prepared, gift wrapped and dispatched you will receive a confirmation email from us with a link to the order tracking page. You will also receive an email from Interlink Express. If you have supplied your mobile number you will also receive an SMS on the delivery day which will give you a 1 hour delivery window with some options in case you are not available.
All international deliveries are made by FedEx and once dispatched your order can be tracked via their website. You will also receive an email from FedEx to confirm your delivery day.
All deliveries need to be signed for so please make sure there will be someone at the delivery address. If you are not at home you will get a card through the door with instructions on how to collect your parcel or re-arrange delivery. In the unlikely event that your chosen item is out of stock we will be in touch as soon as possible to let you know when to expect your delivery.
- Can I add items to an existing order?
If you wish to add items to a completed order, please call +44 (0) 207 235 2471 (Mon-Sat 10am-7pm, Sun 12am-6pm) and we will endeavour to meet your request.
- Where does N.Peal ship to?
We ship across the world via our courier partners Interlink and FedEx. In all cases deliveries need to be signed for and can be tracked from the point at which they are dispatched. In some extreme cases we may choose another delivery service for your order, but will confirm this to you by email.
- What are the delivery charges?
We offer FREE Delivery for UK orders over £250, and International orders over £350
For UK orders under £250, delivery is only £4.95
For European orders under £350, delivery is £12.95
For USA & rest of the world orders under £350, delivery is £19.95
- Can I receive next day delivery in the UK?
As standard all UK orders are sent on a next day service from the point of dispatch. In some instances we may need to source stock from our stores, and need time to process and gift wrap your order so we do not guarantee a next day service. If in doubt please call +44 (0) 207 235 2471 (Mon-Sat 10am-7pm, Sun 12am-6pm) and we shall endeavour to meet your request where we can.
- Will I need to sign for the delivery?
You will need to sign for your delivery. If you are not at home at the time of delivery you will receive a card with instructions on how to collect your item or arrange re-delivery.
- Can I return items?
In the very unlikely event that you are not 100% happy with your purchase, we will accept returns within 30 days for exchange or refund in full, provided the goods are returned in their original condition. Please contact us to arrange to return your item.
- Details to third parties?
Only N.Peal will have access to your personal information and this will not be sold to any 3rd Party.