Orders and Returns
We will email you when your order has been posted. If you haven’t received your order within the specified delivery time, please contact us.
Not all of the order arrived
Please check the delivery note. It should say if part of your order is arriving separately. If the delivery note says an item should be in your parcel but it isn't, please get in touch with us at Customer Services. Let us know the Order Number and the Product Code or Product Name of the item you wanted, and we'll look into it.
Returns Policy
In addition to the Distance Selling Regulations you may return the items for exchange or refund if we receive the items within 14 days of receiving your order unless the item is marked with a “*” in the description and for hygiene reasons cannot be returned. Returned items must be received by us before a refund or exchange can take place. Items must be returned at your own cost to: Returns, The Pin-up Emporium, The Paddocks, Palgrave, Diss, Norfolk IP22 1AG along with your order number and any documentation you received with your order. Items must be returned in the condition you received them in. Take care when trying items on. We do not refund items that have been worn or tainted with perfume, aftershave, smoke, deodorant or visible marks and scratches. We do not refund the delivery charges of returns made outside the Distance Selling Regulations (as per industry standard).
The item is your responsibility until it reaches us. We suggest that you send the items packaged sensibly to protect them using a delivery service that insures you for the value of the goods.
To exchange items it may be necessary for you to pay more up to the value of that item. You will need to pay for the shipping of the replacement item as standard.
Faulty, damaged or Wrong Item
If the item you received has a fault, was damaged during shipping or you received the wrong order please contact us Customer Services quoting your order number, your name and address, details of the product, a description of the problem and whether you require a refund or a replacement. We will advise you how to proceed. We must receive notice within 14 days of receiving your items.
Discount codes & vouchers
Refunds will be affected if a discount was applied. If a discount which was subject to spending a curtain amount to qualify was applied you may loose your right to the discount and the amount refunded will be adjusted. If another discount was applied the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
We also accept canceled orders under the Distance Selling Regulations click here for Cancellation information.
This policy does not affect your statutory rights.
How to return
Return to us at Returns, The Pin-up Emporium, The Paddocks, Palgrave, Diss, Norfolk IP22 1AG within 14 of receipt including your paper work. We advise you get dated conformation from the carrier as this proof that you sent it back to us and the service is insured to the value of the items in case it gets lost in transit.
If you haven’t received your exchange or refund within 15 days of returning the item to us please contact us at Customer Services and we will look into it. It may take up to 10 days for your refund to be credited to your account depending on your bank or credit card. Please include the Order Number and the Product Code or Product Name, details of replacement or refund and any tracking numbers the carrier gave you.
We will credit your refund to the same card you used when you placed your order we'll send a cheque to your billing address if this is not possible.
If we can't send your requested replacement item, we will email you to let you know and refund you.
We can only exchange an item for of the same price. If you want a different item, you'll need to return the unwanted item for a refund, and place a new order for the item you want.
