Extended Christmas Returns Period
For orders made on or after 8th November 2021 we are offering an extended Christmas returns policy (excluding items in the Clearance which will be subject to our standard returns period of 21 days). You will have until 6th January 2022 to return unwanted full priced items. Please note that anything received after this date will not be eligible for a refund.
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).
Standard Delivery: FREE on all orders over £75 and for gift vouchers. For smaller orders under £75, 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.
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, PA60-PA75, PA78, ZE2, ZE3. The following postcodes will take an extra two working days: KW16 (non Town), KW17, PH30, PH41-PH44, TR21-TR25.
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
International Delivery Options
UK VAT (20% on adult items, 0% on children's items) will automatically be removed from online product prices when you select any country other than UK as the delivery destination in the checkout process.
Standard UPS Delivery: £9.95-£19.95 depending on the destination. Your parcel will be sent by road with UPS Couriers and should be with you between 2-6 days depending on the country. Please note this is only available for European countries. For orders over 2kg there may be additional carriage costs.
Express UPS Delivery: £19.95-£39.95 depending on the destination. This service is only listed for certain countries so please contact us for a quote if it's not showing for your country. Your parcel will be sent by air with UPS Couriers and should be with you between 1-3 days depending on the country. For orders over 2kg there may be additional carriage costs. Below are some delivery time frames for non-European countries we ship to most frequently with UPS Express service.
Australia 3-5 working days
Canada 2-3 working days
Hong Kong 3-5 working days
New Zealand 3-6 working days
Singapore 3-5 working days
USA 2-3 working days
Standard Airmail Delivery: £10.95-£19.95 depending on the destination. This service is only available for certain countries. Your parcel will be sent with Royal Mail and be delivered by your country’s national postal service. Please note that this is an Airmail service, not a courier sercice and is therefore not guaranteed to be tracked. For orders over 2kg there may be additional carriage costs.
Taxes and Duties: UK tax (20%) will automatically be removed from all adult prices in the checkout when you select any country other than the UK as the delivery destination, but please be aware that you/the recipient will be responsible for any import taxes and/or duties (including any brokerage fees) that may be levied by the destination country. Post Brexit, all EU orders are now subject to import taxes and a UPS brokerage fee of approximately 15 euros plus vat. As our products are made in the UK they will be exempt from duty, but if for any reason the destination country incorrectly charges duty you will need to contact your local customs office to claim this back. We are unable to claim this back on your behalf. Click here to see the import tax rates for all EU countries.
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.
Cancellation 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 charges incurred by PJ Pan in the course of the return of the goods will be deducted from your refund.
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, undamaged and in their original condition.
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.
If for any reason you are not entirely happy with your order, you can return it to us within 21 days of receipt for a full refund or exchange (excluding any postage and gift wrapping costs). Please do not return gift boxes as these cannot be refunded or returned to you. If you require a longer returns period please contact us before placing your order and we will try to accommodate this whenever possible. 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:
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 collection for an additional 60p. 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" to avoid any UK customs charges. If charges are incurred by PJ Pan, they will be deducted from your refund.
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.
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).
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).