Free UK Delivery On Orders Over £100
10% Off Full Priced Items For New Customers Applied at Checkout

FAQs

Please select the subject below and click for more information.
  • Can I contact you over the phone?

    Yes, we have a dedicated team of customer services representatives to answer any queries you may have. But during busy periods, we do suggest that you also send an email to web@pritchards.co.uk. We guarantee to respond to all email inquiries within 24 hours.

  • What is your postal address?

    The address if you want to write to the website team or the buying department and where to send all website returns to is: Pritchards Web Department 9 King Street Hereford Herefordshire HR4 9BW.


  • What email address should I use to contact you?

    You can email any queries you have about your order or products on the website to web@pritcharrds.co.uk. We guarantee to respond to every email within 24 hours, however if you wish to ring us as well, please do not hesitate and contact us on +44 (0)1432 272 346.

  • Vat Discount

    Customers ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once you have given your delivery details.

  • Do you price match other websites?

    We are happy to price match any item you've seen elsewhere, provided the garment is exactly the same colour & size, and is in stock. Please contact web@pritchards.co.uk or call +44 (0)1432 272346 Ext 2 with the details, so we can make the necessary checks before matching. This is entirely at our discretion.

  • Can I change or cancel my order?

    Yes. If you wish to change or cancel your order before we ship, then the sooner you let us know the better. Contact web@pritchards.co.uk or +44 (0)1432 272346 with your order details as soon as possible. Once your parcel has been collected by our courier (normally 3pm Monday to Friday), it becomes very difficult for us to cancel or make any changes, but we will always try our utmost to assist you. Please note that we can make no guarantees to change orders prior to shipping but will always do our best. It is the customer's responsibility to check order details (including address) when placing the order. In instances where we were unable to cancel the order we will, of course, accept a return, but the postage & return costs are the customers responsibility.


  • Which size should I choose?

    All products are sold by the international sizing scheme used by the designer. You can convert this to your usual size, by clicking "size guide" on the bottom of every page and on the product description next to the price on the product page. As well as that, our team of Fashion Advisors tries on every item we stock, and can answer all your questions on sizing and fit - just email web@pritchards.co.uk or contact us on +44 (0)1432 272 346 if you have any further questions.

  • Do you ship to my country?

    As an international website, we deliver to all countries worldwide with the exceptions of Russia due to courier restrictions.

  • Do I have to pay customs and import charges?

    Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. For any parcels returned to us due to customs charges being unpaid, we reserve the right to refund the transaction minus all costs incurred. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel as standard.

  • How do I know if my order has been shipped?

    You will receive a dispatch confirmation via email to confirm your goods have been dispatched. You will also receive an email from our courier with which will contain the tracking details. If you are still unsure, then please contact web@pritchards.co.uk for further assistance.

  • Can I track my order?

    All orders shipped are traceable. You will receive an email from our courier with which will contain the tracking details. If there are any issues with tracking the item, then please contact web@pritchards.co.uk for further assistance.


  • Can I change my delivery address?

    For orders placed online, we provide the option to ship to a different address than the one at which your card is registered. If you have made a mistake with your delivery details, then please contact us immediately by emailing web@pritchards.co.uk or calling +44 (0) 1432 272346 and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. Once your parcel has been collected by our courier (normally 3pm Monday to Friday), it becomes very difficult for us to cancel or make any changes, but we will always try our utmost to assist you.

  • What if I'm not home when it's delivered?

    All of our couriers, Interlink, DPD and DHL will make 2/3 attempts to deliver on consecutive business days then leave a card to rearrange the delivery or arrange collection from your local depot. You can normally change the delivery date via the link in the couriers email if the original date of delivery is unsuitable.

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