Delivery Delays

Please note we cannot be held responsible for any Royal Mail or courier delays caused by industrial action, Covid, Brexit, customs clearance or any other matter outside of our control.

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UK / Channel Islands Delivery Options

Wherever possible your order will be sent within 24 hours (subject to stock availability) but this is not guaranteed for Standard delivery orders. All Premium and Guaranteed Next Day orders will be dispatched same day as long as they are received by midday. No post will be sent on Saturdays, Sundays or Bank Holidays. (VAT will automatically be removed from adult product prices when shipping to the Channel Islands. Deliveries to the Channel Islands can be delayed by Customs).

Standard Delivery: FREE on all orders over £100 and for gift vouchers. For smaller orders under £100, this is charged at £3.95. Your parcel will be sent 2nd Class with Royal Mail and should be with you within 3 working days, but please allow up to five working days. Please note this is not guaranteed to be a tracked service.

Premium Delivery: £5.95. Your parcel will be sent on a Tracked 24 service with Royal Mail or a Standard service with UPS Couriers and should be with you the following working day but please allow up to two working days, particularly at busy times of year.

Guaranteed Next Working Day Delivery: £9.95. Your order will be delivered next working day (Monday to Friday) with UPS's Next Day service or Royal Mail's Special Delivery Service. A signature will be required on all Royal Mail Special deliveries. Orders must be received by midday to be dispatched that day. Orders received before midday on Friday will be delivered on Monday and orders received after midday on Friday will be delivered on Tuesday.

Please note we cannot offer a next working day service to all postcodes. The following postcodes will take an extra working day: HS2, IM, JE, PA60-PA75, PA78, ZE2, ZE3. The following postcodes will take an extra two working days: KW16 (non Town), KW17, PH30, PH41-PH44. 
Deliveries to the Channel Islands and the Isle of Man can be delayed by Customs.

Additional Services: Please contact us for a price should you require any of the following:
Pre 9am/10.30am/12pm weekday delivery
Guaranteed Saturday delivery


EU (excl. Malta) Delivery Options

All import taxes and fees are included in the price you pay on our site so there will be no further costs on delivery.

Standard DHL Delivery: £10.95-£19.95 depending on the destination. Your parcel will be sent by road with DHL couriers and should be with you between 3-9 working days depending on the country. For orders over 5kg there may be additional carriage costs in which case we will contact you before dispatching your order.

Canada Delivery Options

All import taxes and fees are included in the price you pay on our site so there will be no further costs on delivery.

Tracked International Delivery: £16.95. Your parcel will be sent on a fully tracked service and should be with you between 5-10 working days. For orders over 3kg there may be additional carriage costs in which case we will contact you before dispatching your order.

Rest of Europe (non EU), Malta & Worldwide Delivery Options

Import taxes and fees are NOT included in the price you pay on our site, so depending on your country's import regulations there may be further costs on delivery. You will however make a saving of 20% on all adult garments as UK tax (20%) will be removed once you select any non EU country in the checkout (there is no UK tax on children's clothing). See below for more details.

Standard UPS Delivery (Europe only): Your parcel will be sent by road with UPS couriers and should be with you between 3-8 working days depending on the country. 
 
Express UPS Delivery: Your parcel will be sent by air with UPS couriers and should be with you between 2-5 working days depending on the country. This service is only listed for certain countries so please contact us for a quote if it's not showing for your country.
 
Standard Airmail Delivery: Your parcel will be sent with Royal Mail and delivered by your country’s national postal service. Please note that this is an Airmail service, not a courier service so will be slower and may not be tracked from start to finish. This service is only available for certain countries.

Taxes/Duties & Brokerage Fees: UK tax (20%) will automatically be removed from all adult prices in the checkout when you select any country outside of the EU as the delivery destination (there is no UK tax on children's clothing). Please be aware that you/the recipient will however be responsible for any import taxes, fees and duties that may be levied in the destination country. Please click here to see a list of worldwide tax rates. If import taxes are due, there will also be a courier brokerage fee for clearing the goods through customs. For UPS shipments this fee tends to be approximately 15 euros plus vat. For Airmail orders this tends to be less but this will be dictated by your national postal service.  

Click here to see the duty and tax free thresholds for some of the countries that we ship to most frequently. Please note we cannot be held responsible if these are not correct, so if in any doubt please contact your local customs office for more information. 


Other Delivery Information

Gift wrapping: During the checkout process you will have the option to add gift wrapping to your order. This is charged at £6.50 and your order will be beautifully wrapped in tissue paper and enclosed in one of our embossed PJ Pan gift boxes. You will also be able to add a personal message to the order. Click here for more information. If the gift is being sent straight to the recipient we will not include any prices, but if the package is being sent internationally, we will have to include the prices due to customs regulations. Please note that gift wrapping charges are not refundable if you were to return any items from the order.

Incorrect delivery information: PJ Pan cannot be held responsible for undelivered or delayed goods where an invalid or incorrect address was provided by the customer. In such circumstances, refunds or replacement goods will not be given, unless we receive the original items back from Royal Mail/UPS/DHL, undamaged and in their original condition.

Cancellation/Return of International Orders: If your order has already been despatched, you will be required to arrange the return of the items. Refunds will only be paid on receipt of the goods in a sellable condition. Any carriage charges relating to the order will not be refundable. Any courier or import charges incurred by PJ Pan in the course of the return of the goods will be deducted from your refund. Unfortunately we are unable to refund any import taxes that were paid at the time of purchase as this money is not retained by PJ Pan (applies to EU orders only).


Payment Methods

We accept Paypal and all major credit and debit cards (Visa, Visa Electron, Visa Debit, Mastercard & American Express). If for any reason you are unable to use any of these means of payment, please contact us and we can arrange for you to do a bank transfer.


Returns

If for any reason you are not entirely happy with your order, you can return it to us within 21 days of receipt (14 days for Clearance items) for a full refund or exchange, excluding any postage and gift wrapping costs (due to an increase in sales and faster movement of stock, we regret that exchanges are not possible in November, December or the first half of January so if you require a different item please place a new order online). If you require a longer returns period please contact us before placing your order and we will try to accommodate this whenever possible. Please do not return gift boxes as these cannot be refunded or returned to you. Please note that PJ Pan is not responsible for return postage, nor does it accept liability for goods lost or damaged in the post. We therefore advise you to obtain proof of postage and return the package using an insured service. All items must be returned in their original condition, unwashed, unscented, unworn (except for the purpose of trying on) and with swing tags still attached. Please complete and include the returns form that came with your order. If you no longer have this, you can download a copy here.

Return address: Please complete the returns form which came with your delivery and send the item(s) back to:
PJ Pan
The Steading
Balvarran
Enochdhu
Blairgowrie
Perthshire
PH10 7PA
UK

UK Returns: Please return the goods using your chosen postal method or if you would prefer to use our UK returns service please click here to generate a pre-paid Royal Mail Tracked 48 label which can be printed at home or any Post Office. There is a charge of £3.95 to use this service - we will deduct this from your refund or contact you for payment before sending your exchange. Once you've generated your label you will be given the option to arrange a Royal Mail collection for free. Alternatively you can drop the package at any Royal Mail Post Office or Customer Service Point.

International Returns: Please use your preferred postal method to return the goods to us. When returning items from outside of the UK, the parcel must be returned correctly and marked as "returned goods" with zero commerical value. Failure to do so may result in import duty and/or taxes being applied to the returned goods. If charges are incurred by PJ Pan, they will be deducted from your refund. Unfortunately we are unable to refund any import taxes that were paid at the time of purchase as this money is not retained by PJ Pan (applies to EU orders only).

Commercial Returns: Any items used for professional benefit (such as use in film, tv or theatre production) or personal benefit (such as use in a photographic studio) must be retained by the customer. You are not entitled to return any items that have been used for your personal or professional benefit, unless such agreement has been reached in advance with PJ Pan. If items are being ordered for a casting or fitting, any returned unused items will be subject to a 10% restocking fee (or minimum charge of £5 per item) including items returned for an exchange. Anything returned used or damaged will not be eligible for a refund.

Refunds

On receipt of your returned item(s), we will credit your original method of payment excluding any delivery costs (in the unlikely event that your items were faulty when they reached you or were not the items you ordered, we will of course reimburse all delivery costs).

Exchanges

Due to an increase in sales and faster movement of stock, we regret that exchanges are not possible in November, December or the first half of January. If you require a different item please place a new order online.

UK Exchanges: Please return the item(s) as instructed above and mark on the returns form which item(s) you would like us to send in their place. You will not be charged delivery costs when we send your replacement item(s) (applies to UK only). However, please note that any further exchanges relating to the same order will incur a minimum delivery charge of £3.95 (any additional costs for heavier/larger items will be charged at cost).

International Exchanges: We regret that we are unable to process exchanges for non-UK addresses so please return the item(s) for a refund and place a new order online.