Terms and Conditions

Guarantee

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

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

Making An Order

To be able to order from our website, 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 also give a review on the products you have bought, by accessing your account and viewing your orders.

Payment Methods

You are able to pay using the following:

PayPal (Visa/Electron/Mastercard/Maestro/Solo/Direct Debit) - You do not need an account with Paypal to pay through Paypal. Just select the Paypal payment method and click on the 'pay by credit or debit card' text/button, which is situated at the bottom of the right hand side. Then type in your payment card details.

 

If using Cardsave, just click on the Cardsave option and follow the instructions to put your credit/debit card in, again, you do not need an account with Cardsave to use it.

By calling us free on 0800 433 4757 (Visa/Mastercard/Electron/Maestro)

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.

Dispatch

Same day dispatch, Monday to Friday, subject to stock levels and order being received and paid by 2pm.

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 2nd Class Post, where Royal Mail aim to deliver within 2 working days.

Delivery Services Offered:

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

2nd Class - Royal Mail aim to deliver within 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/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 2-3 weeks, we have to allow 28 days for delivery to allow for customs clearance and any problems that may arise with post.

We make every attempt to give our customers as much information as possible about the 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.

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 7 working day period, which starts from the day you receive your order, it means you have 7 working 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 7 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 in full, if your returned item/s are in 'as-new' condition as specified above in red (we understand that packaging may get squashed inthe 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 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.

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 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. 

When a genuine mistake has been made by our dispatch and your goods are not what you ordered, we will of course, refund your return postage cost incurred to send the item back. Please make sure this 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.

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.

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