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Terms and Conditions

Guarantee

We will do our utmost to guarantee you get total satisfaction with our service and products.

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 description of its features and benefits, compression level, colour choice, size choice, and each product has its unique style number, to make identification of the product much easier for both the customer and staff.

Each product has a size chart or a reference to a size chart, which is unique to that particular product. We recommend that these are adhered to, 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.

SALES TERMS: During our discounted sales periods. All discounted sales are whilst stocks last. If we are backordered on part of your order, you will either have to wait for the backordered item to come into stock before the whole order is despatched or we can send you the 1st part of the order for free, but the 2nd part will have to be charged shipping.

Order Cancellation & Returns

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 for both the products and postage paid.

If the order has already been dispatched, you will have to post it back to us at: Pebble UK, 13 Sand St, Soham, Cambs, CB7 5AA. You will have to pay the return postage which is non-refundable.

Customers have the right to a 14 working day period, which starts from the day you receive your order, it means you have 14 working days to decide whether you want to cancel/return your order for a refund. We cannot refund your postage, as this service has already been used to send you the parcel, but you will get a refund for your goods. Should you make an order that qualifies for free post and you return the order to us, postage will be deducted from the refund amount.

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

Refunds are normally made within 2 working days of receiving the return. This may be delayed 3rd week in August, when staff holidays and office closures slow up our normal working speed. During this time please wait 7-10 working days.

We will refund you for your products, but postage cannot be refunded. Your returned item/s need to be in in 'as-new' condition as specified above in red (we understand that packaging may get squashed in the post, so please do not worry about this). The refund does not include the cost of the return post, this has to be paid by you.

If your original order has qualified for free post and by returning all or any number of items then makes that order less than the £30 threshold, the postage cost will be charged, by way of deduction in the refund.

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 discard the product and you will not receive a refund. We will offer to post it back to you, but you will have to pay for 2nd Class Signed For post at £3.70.

We cannot refund after 30 days as lapsed after the time you received the goods.

Exchange

As long as your item/s are in 'as new' condition, we are happy to exchange them, however, if your original order benefited from free post, we will have to charge postage for the exchanged item. You will also have to pay for the return post, which is non-refundable by us. 

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

Exchanging 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.

Faulty Item or Our Mistake

Please check your goods on arrival, if you think your product/s may be faulty, then do not try your item on. If you have already worn your item, do not continue to wear it and wash it before returning. Return the goods to: Returns, St. Bernards Villa, 13 Sand Street, Soham, Cambs. CB7 5AA.

Please make sure you include a copy of your delivery note or contact details and please specify what the problem is. After inspection of the goods, if it is a genuine manufacturing fault we will exchange your item and refund your return postage cost. If it is not a genuine fault, then your item will be posted back to you straight away, and no postage costs will be refunded. You may be contacted for a return postage charge.

When a genuine mistake has been made by our team and your goods are not what you ordered, do not open them and try them on as this will prevent an exchange. Please send the item back and we will of course, exchange the item and refund your return postage cost incurred to send the item back. Please make sure the item is unopened and not tried on, and in its 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 opened and tried on or damaged, then we will exchange your items. If your order benefited from free post, we will have to charge postage for the exchanged item. The customer is also responsible for the cost of returning the product back to us, which is non-refundable by us.

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.

 

Payment Methods

Barclaycard epdq - You can use most major credit/debit cards (Amex/Visa/Mastercard/Electron/Maestro) by clicking on this link, it does not have to be a Barclaycard.

Paypal - You can either use your Paypal account or you can pay with a credit/debit card via paypal, by clicking on the link as demonstrated below.

Paypal Screen Shot 

 

Phone Orders - You can call us free on 0800 433 4757 or charged at your normal rates from a mobile on 01353 624624.

By Cheque: Please make cheques payable to Pebble UK. If using this method of payment, we cannot dispatch your order until the cheque has cleared.

 

Delivery & Shipping

We offer same day dispatch (Monday to Friday), meaning as long as we have what you want in stock, your order will be dispatched on the same day as you make the payment. We do have a cut off time of 2pm, to allow us time to process the order, package it and reach the post office in time.

If we do not have what you need in stock, you will be notified & offered a choice of a refund or alternative products.

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. Please note, free post is not an option for any overseas customers. 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/Out of Stock

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 from Solidea usually arrives within 1 week and fresh stock from Ames Walker or Therafirm usually takes 1-2 weeks, we have to allow 21 days for delivery to allow for customs clearance and any problems that may arise with post.

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 (uk orders) or 25 working days (overseas orders) 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.

Please note if you have any underlying vascular medical conditions, please consult your GP before using compression hosiery.