FAQs

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. You can 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 Shopify Pay which is 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. Please feel free to call our Customer Experience Team on +44 (0) 207 409 0908 (Monday – Saturday 10am – 6pm GMT)

WHICH SIZE SHOULD I CHOOSE?

You can use our size guide to help determine your perfect size for you. Alternatively, please feel free to email or phone our Customer Experience Team. We would be delighted to hear from you and assist you with your purchase.

WHERE CAN I FIND THE TECHNICAL INFORMATION REGARDING AN INDIVIDUAL PRODUCT?

For each product presented you will find information relating to the composition, corresponding size chart and instructions for the care of the product. If you have any further questions, please contact our Customer Experience Team.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards including AMEX and also take PayPal.

Your Order

CAN I AMEND/CANCEL AN EXISTING ORDER?

Depending on the status of your order, it may be possible to amend or cancel an existing order or item from your order. If you need to make any amendments to your purchase, please contact us as soon as possible and we will endeavour to help you.

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, this will be emailed to you following the successful transaction.

HOW DO I CONTACT N.PEAL?

If we can assist you in anyway, please feel free to contact our Customer Experience Team, please visit our Contact Us page.

How do I care for my N.peal garment?

Please click here to view our garment care guide. If you have any questions at all, please feel free to contact our Customer Experience Team.

DO YOU OFFER PRICE ADJUSTMENTS FOR SALE PRICING?

We are unable to retrospectively discount any items which have been bought at full price if they are subsequently discounted. The price you have paid for your goods at checkout is final. If you wish to take advantage of any new discounted prices you will need to return your goods and re-order at the new discounted price.

DELIVERY

WHERE DO N.PEAL SHIP TO?

We ship across the world via our courier partners DPD and FedEx. All international 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.

WHEN WILL I RECEIVE MY ORDER?

All UK orders are delivered within 2-5 working days via our courier DPD. All orders delivered within Europe and the rest of the world will be delivered via FedEx and will usually arrive within 5-15 working days. This can however take a little longer at times depending on the destination. We cannot guarantee delivery times for any orders. For further details see our delivery page

CAN I TRACK MY ORDER?

For UK Orders, once your order has been dispatched, you will receive an email from DPD with your delivery details. 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. If DPD are not able to safely leave your parcel, you will receive a card through the door with instructions on how to collect your parcel or re-arrange delivery. For International Orders, once your order has been dispatched you will receive an email from FedEx including your tracking details. 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 be notified by FedEx and a redelivery will be attempted. For delivery to The Channel Islands – please refer to our international delivery's. Unfortunately, we do not currently delivery to BFPO addresses.

WHAT ARE THE DELIVERY CHARGES?

UK - 2-5 working days FREE DELIVERY.
EU & Europe - 5-15 working days Delivery costs £12.95, FREE for orders over £350.
USA & Rest of the world - 5-15 working days Delivery costs £19.95, FREE for orders over £350.

Will I need to pay customs/duties on my international order?

We offer a delivery duty paid (DDP) service to a lot of countries around the world. This means that any duties or customs fees have already been paid when the parcel arrives with you. Unfortunately it is not possible to offer this in every country, and if you are placing an order to be delivered to the countries listed here you may receive duty and customs charges and these must be paid for by you before delivery can be made. We have no control over these charges and cannot advise what they may be.

Returns

CAN I RETURN ITEMS I PURCHASED?

Your Details

HOW DO I UNSUBSCRIBE FROM RECEIVING YOUR EMAILS OR LOOK BOOKS?

From time to time you may receive Look Books via post or emails from us regarding our collection. If you would like to opt out of receiving these please email our Customer Experience Team at customerservice@npeal.com and we will certainly organise this for you.

WILL MY DETAILS BE PASSED TO THIRD PARTIES?

Only N.Peal will have access to your personal information and this will not be sold to any 3rd Party.