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Customer Service

Open Hours:

Monday-Thursday - 9am-4pm

Friday 9am - 3pm

Closed - Weekends and Bank Holidays. Any order received after 2pm will not be dispatched until the next working day.

 


Christmas Posting Dates:

UK

Royal Mail 2nd Class (not guaranteed) - Tuesday 19th December

Royal Mail 1st Class (not guaranteed) - Wednesday 20th December

Royal Mail Next Day by 9am or 1pm (guaranteed) - Thursday 21st December

Order by Phone Only - Royal Mail Next Day 9am or 1pm Saturday Service (guaranteed) - Friday 22nd December

International

Africa, Middle East - Friday 1st December

Asia, Cyprus, Far East, Eastern Europe (excluding Czech Republic, Poland, Slovakia) - Wednesday 6th December

Caribbean, Central and South America - Thursday 7th December

Australia, Greece, New Zealand - Friday 8th December

Czech Republic, Germany, Italy, Poland - Wednesday 13th December

Canada, Finland, Sweden, USA - Thursday 14th December

Austria, Denmark, Iceland, Portugal, Netherlands, Norway, Slovakia, Spain, Switzerland, Belgium, France, Ireland, Luxembourg - Friday 15th December


 

We are here to help.

If you have any questions about using our website, ordering, paying online, or our range of products there are a number of ways you can get in touch with us.

You can contact us using our mail order telephone number on 0800 433 4757, by email on orders@pebbleuk.com or via the website contact form.

Alternatively you can write to us at:

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

 

Log In Troubles?

The majority of log in problems are caused by typing errors at the time of registration, if you are unable to log in please contact us free on 0800 433 4757 or by email on sales@pebbleuk.com and we will help you rectify the problem.

Sometimes problems occur when trying to reset a password, again, the most common is typing errors. Always copy and paste the code, rather than typing it. If you are still encountering problems, please call us free on 0800 433 4757.

No Paypal Button or Missing Images/Text

Our website is always updated so that we can run smoothly on the most up-to-date browsers and applications. If you are experiencing troubles seeing the Paypal button or certain pictures and text, please try updating your browser first. If you still experience problems, please contact us straight away on our free phone number 0800 433 4757 (may be charged outside of UK).

Making A Purchase

Making a purchase could not be easier. Just browse our store and add any items that you wish to buy into the shopping basket. You can browse your shopping basket by clicking on the word 'basket' at the top right of the screen, where you will also see a picture of a shopping bag.

After you have finished your selection, click on 'Checkout' (also by the shopping bag) and you will be asked for a few details that we need to be able to complete the order.

 You will need to create an account. This is stored on our database, along with your order details and history, so that you can access this information at any time. This also makes re-ordering a lot easier and quicker. You can give a review on the products you have bought, by accessing your account and viewing your orders.

How To Pay

After you have registered your details, payment is taken through Paypal or Barclaycard. You do not need an account with either one of these payment providers to use them.

If using Paypal, you simply click in as a guest user and type in your credit/debit card details. You will need to select the Paypal button so that you can be transferred from Pebble UK to Paypal and look over the right hand side towards the bottom of the page for the 'pay with a debit or credit card' text/button.

Paypal Screen Shot


If using Barclaycard, just simply click through and put your credit/debit card details in.

You can use the following cards to pay: Visa, Mastercard, Switch, Maestro & Solo credit & debit cards. If you want to use American Express, please select the Barclaycard option. 

If you have trouble using Paypal or prefer not to pay through Paypal, then you can call us free on 0800 433 4757 (may charge if calling from outside the UK).

 

Order Confirmation, Process Updates & Dispatch Indications

 

We will indicate an acceptance of your order and payment through our automated response emailing system. You will receive a notification to say that your order is being 'picked', and also when it has been 'dispatched'. Therefore, it is important that you tell us what your email address is during the registration process, so that we can keep you updated on the progress of your order.

You will also be notified when your goods/part-order has been dispatched. In the case of a part-order, this may mean that one or some of your items has been put on backorder due to us running out of stock. Whilst every effort is made to stock all colours and sizes of all styles from all our manufacturers, it is impossible to know who is going to order what, and when. We always have larger stocks of the more popular items, colours and sizes, but sometimes we may run out of these if we have received more orders than usually anticipated. In this case, we will always contact the customer straight away by email or phone to offer alternatives. Although fresh stock usually arrives within 2-3 weeks, we have to allow 28 days for delivery to allow for customs clearance and any problems that may arise with post.

If you haven't received any automated updates by email, this is probably down to a typing error or mistake in filling out the customer registration form when you first registered your details with us. If you would like us to update or edit this, please call our freephone 0800 433 4757 with the details.

Shipping And Handling

Goods are usually dispatched on the same day as we receive your order, this way your goods usually arrive within 3 days in the UK, British Isles and Northern Ireland. Delivery will take longer for the rest of the world.

We endeavour to dispatch goods on the same day, but stock levels and post times can sometimes hinder this policy. In the case of stock levels, we will contact you to inform you of a delay and advise. We cannot be held responsible for postal strikes and delays in delivery due to unforeseen circumstances, such as bad weather.

Delivery Methods

Shipping We use Royal Mail for all of our posting services. If you are a UK customer and your order comes to £30 or more, we will send your order for free by 2nd Class Post, where Royal Mail aim to deliver within 2 working days. If you need a speedier delivery, you are able to choose any of the following during the checkout stage or you can request this if ordering over the phone.

Shipping costs will depend on what you order and the overall weight, but this is all calculated for you and a total is given with all the shipping options during the checkout stage.

Generally, if you need to pay for shipping, it will cost the following (weight dependent).

1st Class £3.15 - Royal Mail aim to deliver the next working day, this is not guaranteed or trackable.

1st Class Signed £4.20 - Royal Mail aim to deliver the next working day, this is not guaranteed, but is trackable.

2nd Class £2.65 - Royal Mail aim to deliver within 2-3 working days, this is not guaranteed or trackable.

2nd Class Signed £3.70 - Royal Mail aim to deliver within 2-3 working days, this is not guaranteed, but is trackable.

Next Day Delivery Services - Please Note, if ordering any Next Day services on a Friday or after 2pm on a Thursday, these services are not guaranteed until the next working day, which is the preceeding Monday or if after a bank holiday on the Tuesday. For Saturday Guaranteed services there is an extra charge so please call us on 0800 433 4757.

Next Day Delivery 9am £17.10 (100g approx 1 smaller pair) / £19.30 (500g approx 2-3 smaller pairs or 1 larger pair) - Tracked service that guarantees delivery by 9am the next working day.

We regret that we cannot offer Next Day Delivery 9am to the following areas, (but please refer to Next Day Delivery 1pm): Guernsey, Herm, Sark, Alderney and Isle of Man (excluding IM1 postcode) and also cannot offer the 9am service to the following postcodes: AB30-39, AB41-45, AB51-56, BD23-24, BT35, BT44, BT47, BT51, BT53-54, BT70-71, BT76-77, BT81, BT92-94, DG7-9, HG3, HS1-9, Castlebay-Barra, IM (except IM1), IV (except IV1), KA27-28, KW, LA18, LA20, LD1-4, LD6, LN4-6, LN10, PA20-49, PA60-78, KW15 (Kirkwell Town), KV16 (Stromness Town Only), PH15-50, PL3, PL29, SY25, TR12-13, TR17-26, YO41, YO43, YO51, YO60-62, ZE1-3, FK17-21. 

Next Day Delivery 1pm £6.20 (100g approx 1 smaller pair) / £6.85 (500g approx 2-3 smaller pairs or 1 larger pair) - Tracked service that guarantees delivery by 1pm the next working day.

For following postcodes, this service is guaranteed for a 5.30pm delivery the next working day: AB30-56, IV21-28, IV40-52, IV54, IV55-56, KW1-14, PH15, PH17-26, PH31-40, PH49-50, HS1, HS3-9, KA27-28, PA20 (0-9), PA28-38, PA41-49, PA60, PA77, KW15-16 (Stromness Town Only), GY9 (Alderney Only), ZE1 (Lerwick), HS3.

For following postcodes, this service is guaranteed for 5.30pm within 2 working days: GY1, GY9, Sark, HS2, PA61-75, PA78, ZE2-3.

For following postcodes, this service is guaranteed for 5.30pm within 3 working days: KW16-17, PH30, PH41-44.

Where we have stated on the website (home page, delivery details, terms & conditions) that the office will be closed, we regret that we are unable to promise the above next day delivery services. Orders received up to 2pm on the last open day will be honoured, but any orders received after this will not be dispatched until the next open day. Our office open times will always be displayed on the homepage.

International Delivery We are able to send orders worldwide, all you have to do is select the required delivery option at the checkout stage. International Deliveries are sent by International Signed, Tracked & Signed or Signed, whichever is available for your country.

Shipping is weight dependent, but generally costs are:

Europe - £8.40 (250g approx 1 pair)/£9.80 (500g approx 2-3 pairs)

World Zone 1 - £9.40 (250g) /£12.00 (500g)

World Zone 2 - £9.70 (250g) /£12.45 (500g)

 

Back Orders If your item is not in stock, we will back order for you. You will always be emailed or telephoned with the option to cancel your order if you would rather not wait or order a different item that is in stock. We usually say to allow 28 days for delivery of backordered items, but the majority of backordered items reach customers within a couple of weeks.

Orders Not Delivered?   If your order has been despatched but has not been delivered by Royal Mail, please contact us so we are aware of the situation.  We have to allow 15 working days before we can resend the items to you, but once this period has passed the order will be resent via Recorded Delivery, as long as the items are in stock.

Returns Policy

Should you wish to cancel the order, please call us immediately on our freephone line 0800 433 4757 or charged at normal rate from a mobile on 01353 624624. Alternatively, you can send an email to orders@pebbleuk.com, the order will be cancelled and your money will be refunded immediately.

If the order has already been dispatched, please send the order back to us at: Pebble UK, 13 Sand St, Soham, Cambs, CB7 5AA. Customers have a right to a 14 day cooling off period, which starts form the day you receive your order, it means you have 14 days to decide whether you want to cancel/return your order for a full refund.

PLEASE NOTE: THE PRODUCTS WE SELL ARE FOR HEALTHCARE PURPOSES, & DUE TO HEALTH & HYGIENE REASONS, ONCE THEY ARE OPENED & TRIED ON, OR OPENED & DAMAGED, WE ARE NOT OBLIGED TO REFUND OR EXCHANGE THE ITEMS (whether in the 14 day period or not).

To qualify for a full refund or exchange, the goods must be unopened, intact, in all original packaging, with all original labels.

Refunds

We will refund you in full, if your returned item/s are in 'as-new' condition. We do make allowances where packaging is crushed in the post, so please do not worry about this. If a product has been opened, there is a risk that it has been damaged by being handled (whether tried on or not), so please do not send back products that have been handled.

If you send back an item for a refund and it is found to have been opened, it will be thoroughly inspected. If any damage is apparent or if it is found to have been tried on, we will only issue a partial refund, which will be at our discretion.

Exchange

As long as your item/s are in 'as new' condition, we are happy to exchange them. We do make allowances where packaging is crushed in the post, so please do not worry about this. 

We cannot exchange items once 30 days has expired from the date of dispatch.

International Orders - We are happy to exchange orders that adhere to the above conditions, but postage will be charged.

Please make us aware by email that you are sending them back within 30 days of the dispatch date.

Other Return & Exchange Information

When a genuine mistake has been made by our dispatch and your goods are not what you ordered, we will happily refund your postage cost incurred to return them and exchange the items as long as they are returned unworn and they are in the original packaging. 

If a mistake has been made on your part during the order process and you have accidentally ordered the wrong thing, as long as they have not been tried on or worn, then we will exchange your items only. No postage costs will be refunded under these circumstances.

We cannot be held responsible for any product amendments that are made by the manufacturer.

Proof of Posting

When returning goods to us, we would always recommend that you post them from a post office where you can request a free proof of posting certificate, as we know things can sometimes go missing in the post. If you do not request proof of posting and we do not receive the items back, we will not refund your money or send on replacement goods.

If the above guidelines have not been adhered to, we reserve the right to refuse items that have been returned.