Help

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


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. You do not need an account with Paypal to use Paypal, you simply log 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.

You can use the following cards to pay: Visa, Mastercard, Switch, Maestro, Solo & American Express credit & debit cards. 

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 1 week, we have to allow 10 working days for delivery to allow for any problems that may arise with the 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 advice. We cannot be held responsible for postal strikes and delays in delivery due to unforeseen circumstances, such as bad weather.

Delivery Methods

Posting Methods 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 Tracked 48, where Royal Mail aim to deliver within 2 working days.

Delivery Services Offered:

Tracked 24 - Royal Mail aim to deliver the next working day.

Tracked 48 - Royal Mail aim to deliver within 2 working days.

Tracked 24 and Tracked 48 means your order can be tracked at any stage of its delivery process. You will need to sign for it at the other end, but if you are not in, the order will be taken to your local delivery office. Take ID with you to pick it up. We are able to use the non-signatory service if you so require, but we cannot be held responsible if you do not receive your goods.

We regret that we cannot post to the following postcodes:

Tracked 24: GY, HS2, IM, JE, KW16-17, PA61-75, PA78, PH30, PH41-44, ZE2-3. For orders in these areas, please choose 1st or 2nd Class Post.

Tracked 48: BT, GY, HS, IM, JE, KW, ZE2, ZE3. For orders in these areas, please choose 1st or 2nd Class Post.


1st Class - Royal Mail aim to deliver the next working day, this is not a trackable service.

2nd Class - Royal Mail aim to deliver wthin 2-3 working days, this is not a trackable service.

 

Next Day Delivery 9am - Tracked service that guarantees delivery by 9am the next working day. For dispatched orders on a Friday, this service may deliver on the Saturday, but it is not guaranteed  for the saturday, it is guaranteed for the Monday. (For Saturday guaranteed, please call the office with your order).

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 - Tracked service that guarantees delivery by 1pm the next working day. For dispatched orders on a Friday, this service may deliver on a Saturday, but it is not guaranteed for the Saturday, it is guaranteed for the Monday. (For Saturday guaranteed, please call the office with your order).

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.

Please Note: For All Next Day Delivery Methods - Orders received on a Thursday after 2pm or on a Friday, where Next Day Delivery has been selected, you will receive your goods on the Monday. Orders received on Friday after 2pm and orders made over the weekend, where Next Day Delivery has been selected, you will receive your goods on the Tuesday.


Next Day Delivery Guaranteed Saturday Service - If you need next day delivery by 9am or 1pm on a Saturday, then you will need to call us with your order, as there is an extra charge for this service. You can call us free on 0800 433 4757.

 

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.

 

International Delivery We are able to send orders worldwide, all you have to do is select the required delivery option at the checkout stage. Options are International Signed For Europe, World Zone 1 and World Zone 2. International Deliveries are sent by International Signed, Tracked & Signed or Signed, whichever is available for your country.

 

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.