All of our products are made for healthcare purposes; They are medical devices made to look fashionable and are designed with graduated compression to aid blood circulation in designated areas of the body. Please bear in mind that graduated compression has a 'clinging' and 'squeezing' nature, and therefore, may feel a bit tight when you go to put the garments on. This is totally normal and does not mean you have the incorrect size. Once the garments are on, not only will they be comfortable, but you will soon start to feel the benefits of the therapy it exerts on the body.

 

We make every attempt to give our customers as much information as possible about our products, so they can make an informed decision on their purchases. Every product has its own title, description of its features and benefits, compression level, colour choice, size choice, style number, and details of special order delivery details if eligible. Every product has a size chart to refer to, which is unique to that particular product, so we recommend that these are adhered to, as these are the manufacturers sizing guides. As long as you measure yourself correctly and you have ordered the correct size, the support hosiery will fit you.

 

 

What are the open times?

Monday - Thursday 9am - 4pm GMT

Fridays 9am - 3pm GMT.

(We are closed weekends, bank holidays & annual holiday closures that are always displayed on our homepage.)

 

What is the phone number?

UK Free - 0800 433 4757

UK Mobile at standard network rate - 01353 624624

Overseas at international rates - 0044 1353 624624

What is the return address?

Pebble UK, 13 Sand St, Soham, Cambs, CB7 5AA.

 

How do I cancel my order?

Please call us immediately to inform us of your cancellation. If the office is closed, please email orders@pebbleuk.com stating the name the order was made under and the order number. Your order will be cancelled immediately or as soon as the office re-opens.

If the order has already been dispatched, you will have to return it back to us within the return period, before we issue a refund.

 

Can I send my item/s back for refund/exchange?

Healthcare products cannot be returned once they are opened. Due to both the delicate nature of hosiery, and for health and hygiene reasons, we are not obliged to refund or exchange goods that have been opened and returned (whether in the 14 day period or not).

To qualify for a refund or exchange, the goods must be unopened, as-new and intact.

Please note: Every returned garment is carefully inspected and we will know if the above policy has not been adhered to. Under such circumstances, we reserve the right to refuse the return and you may be responsible for £4.00 payment of return post back to you again.

Is return post free?

The customer is responsible for payment of returns, which is non-refundable by us, except where we have mistakenly sent you the incorrect item or in the case of a genuine, manufacturing fault.

What is a 'Proof of Posting Certificate'?

When returning goods to us, we would always recommend that you post them from a post office where you can obtain a free Proof of Posting Certificate, as we know sometimes that items can go missing or get delayed, in the post. If you do not request a proof of posting and we do not receive the items back, we are not able to refund, exchange or replace.

How long is the return/exchange period?

UK Customers - You must inform us within 14 days of receiving your goods, you then have 14 days after that to return them for a full refund. If you want to return all or part of your order after this time, please contact us first, you may still be able to get a part-refund or credit note.

Please note: If you have opted for free post on your order and you return the whole order, there will be a re-stocking fee made of £2.50.

Overseas Customers - You must inform us within 28 days of your shipping date, you then have 28 days to return them for a refund/exchange. We do not offer refunds/exchanges after this time, except where there is an evident delay in the postal services.

Can I return/exchange all or part of my order after the return period?

UK Customers - Although we cannot refund in full after 30 days have lapsed after the time you received the goods, we may be able to offer a credit note or part-refund, for up to 45 days after you received your goods. Please contact us to arrange.

Overseas Customers - We cannot accept any returns after the return period, except where there is an evident delay in the postal services.

When will I receive my refund?

Normally within 2 working days, however, this may be delayed to 7-10 working days where we are closed for annual holiday. Please see open our hours on the homepage.

Why is my refund amount less than the original cost?

(UK Customers Only) Where we have received a return outside of the return period and you have not notified us of the return, you may be part-refunded. If you paid postage on your original order, you will be refunded for the products returned only. If you opted for free post on your original order, you will be refunded for the products less the postage. For example, you purchased 2 pairs of Tights totalling £31.00 and you opted for free post. You return both pairs outside the return period. Your refund will be £31.00 less £2.90 for 2nd Class post. Total refund £28.10.

How do I make an exchange?

UK Customers - To exchange all of your order, please return within the exchange period for a full refund. You will then need to make a new order for your required items.

If you want to exchange part of your order and you opted for free delivery at the time of purchase, then return post is chargeable at £1.95. If you paid for postage at the time of purchase, then we will exchange for free. Please contact us to arrange your exchange, as there may be a refund/charge necessary to accomodate any differences in product pricing.

Overseas Customers - All returns are refunded, you will have to create a new order for your required product/s.

I believe my item is faulty.

Please check your goods on arrival, if you think your product/s are faulty, do not try your item on. Contact us immediately and specify what the problem is, please then return your item/s with a copy of your delivery note to: St. Bernards Villa, 13 Sand Street, Soham, Cambs. CB7 5AA.

We would recommend the following return post methods:

If your item is £20 or less, please use Royal Mail 1st or 2nd Class post and get a free Proof of Posting Certificate (obtained at a Post Office counter).

If your item costs more than £20, please use Royal Mail Next Day 1pm Delivery.

Upon inspection of the returned goods, if a genuine manufacturing fault is found, we will replace the item and refund your return postage cost.

You have sent me the wrong item.

If we have mistakenly sent you the incorrect item, do not open them and do not try them on, as this will prevent an exchange/refund. Please contact us immediately, to inform us, then send the item back with a copy of your delivery note. We will exchange the item for free and refund your return post. Please make sure the item is unopened and not tried on, and in its original packaging. We cannot be held accountable for changes in the manufacture or design of the hosiery or garments. Please see above, for return post recommendations.

I have ordered the wrong item.

If a mistake has been made on your part, then as long as the item/s has not been opened and tried on, or damaged, we will exchange your items. Please refer to the 'how do I make an exchange?' section above.