frequently asked questions
ORDERS
CAN I ORDER OVER THE PHONE?
Unfortunately, we can only accept orders made via the website - we do not take orders over the phone.
WHEN WILL MY ORDER ARRIVE?
For mainland UK orders, goods should normally be received within 3-4 working days.
Orders outside the UK should normally be received within 10 working days.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive an e-mail with your tracking number. Simply click on this number and it will take you to the ‘Royal Mail Track Your Item’ page. Here you can see and follow the status of your delivery.
WHERE IS MY ORDER?
Please track your order using the tracking number in your shipping confirmation email. If your tracking does not update within a week, please contact our Customer Care Team by completing our contact form (here), and please ensure you quote your order number.
I WANT TO CANCEL MY ORDER, HOW DO I DO THIS?
If you wish to cancel your order please either write to us at Customer Care, Pevonia UK Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar NP22 5PT, United Kingdom, or email us at info@pevoniauk.com with details of your cancellation.
I AM MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?
If your goods are damaged or faulty, please call Customer Care on 01685 843384 within 3 working days of receipt of your order.
I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
CAN I AMEND MY ORDER AFTER I'VE PLACED IT?
If you wish to amend your order, please call us on 01685
843384 as soon as our offices are open (Monday to Thursday 8.30am to 5pm), or
email us straight away at info@pevoniauk.com with
details of your changes. We cannot guarantee that this is possible, but we will
do everything we can to help you.
THE ITEM(S) I BOUGHT HAVE RECENTLY BEEN REDUCED - CAN I GETTHE PRICE?
The price at the time you purchased the product(s) was a fixed price, and we do not offer refunds for the difference when a sale then takes place. You can return your items if you wish to, and re-order them in the sale, but your returned items must be within the return policy period (16 days since from date of purchase), it must be unopened, un-used and in a saleable condition. We do not take any responsibility for when a sale may take place.
RETURNS
WHAT IS YOUR RETURNS POLICY FOR ORDERS SENT TO THE UK?
We offer a 16 Day Money Back Guarantee. If you have purchased an item within the last 16 days and for whatever reason you are not happy with it, please call Customer Care on 01685 843384 who will issue you a returns number. The address to return your items to is: Pevonia UK Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar, Wales, NP22 5PT, UK.
We will refund the purchase price, however we may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will not refund any delivery costs incurred by us in sending the order to you or incurred by you in returning the goods to us. If you choose to keep your Free Gift, we will deduct the RRP of that item from your refund. The reimbursement will be made using the same means of payment as you used in the initial transaction.
WHEN CAN I RETURN AN ITEM?
You can return an item if…
- It has not been opened or used.
- It is in perfect resaleable condition.
- It is returned to us within 16 days of receipt of the order.
Delivery charges paid on an order are not eligible for a refund and if you qualified for free delivery, the original postage and packaging cost covered by Pevonia UK, will be deducted from the refund amount (as per our return fees).
WHEN CAN'T I RETURN AN ITEM?
We will not accept the return of items if:
- The product has been opened
- The product has been used.
- The product was ordered from another outlet.
- The product is non-returnable for hygiene reasons.
If you have opened your product and are not happy with this or deem it to be unsuitable, you will not be able to return the item or get an exchange. We do not offer a money back guarantee.
HOW DO I RETURN SOMETHING TO YOU?
Simply return the item unused in its original packaging, quoting the returns number you have been given, to the address: Pevonia UK Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar, Wales, NP22 5PT, UK
HAVE YOU RECEIVED MY RETURNED ITEMS?
Please contact Customer Care on 01685 843384.
WHY HASN'T MY RETURN BEEN COMPLETED YET?
We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition.
CAN I RETURN MORE THAN ONE ORDER IN THE SAME PARCEL?
Please contact Customer Care on 01685 843384.
WHAT SHOULD I DO IF MY REFUND IS INCORRECT?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
WHAT HAPPENS TO MY REFUND IF MY CARD IS NO LONGER IN USE?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
DO YOU REFUND DELIVERY CHARGES IF I RETURN SOMETHING?
We will refund the purchase price but not any delivery costs incurred by us in sending the order to you, or incurred by you in returning the goods to us.
OPENING HOURS
WHEN IS PEVONIA OPEN FOR BUSINESS?
Our offices are open from 8.30am to 5.00pm, Monday to Thursday. The business is closed on Fridays, Weekends and Bank Holidays.
CAN I GET IN TOUCH WHEN YOU ARE CLOSED?
Unfortunately there is no-one available to answer the phones or e-mails when we are closed.