Shipping & Returns
HOW MUCH IS SHIPPING?
- UK: Free Royal Mail 24 Shipping on orders over 150 GBP
- UK: Royal Mail 48 |2-3 Business Days [2.85 GBP]
- UK: Royal Mail 24 |1-2 Business Days [3.95 GBP]
- UK: Special Delivery | Next Day [10.65 GBP]
- EU Tracked Delivery | 2-11 Business Days [15.00 GBP]
- Rest of World Tracked Delivery | 2-11 Business Days [30.00 GBP]
The below countries are charged at separate rates:
→ Australia: 60.00 GBP
→ South Korea: 52.00 GBP
→ India: 38.00 GBP
→ Canada: 35.00 GBP
→ USA: 35.00 GBP
HOW TO RETURN & EXCHANGE
We have a 14 day returns policy, whereby the customer must inform us within 14 days of receiving their products if they wish to make a return. Once we have been notified of this return request, we then allow a further 14 days from being notified of this return for the products to arrive back to us.
For UK returns, please kindly contact firstname.lastname@example.org with your order number, the product code(s) you wish to return and why, and we will send you the relevant return address.
For returns outside of the UK, please kindly contact email@example.com with your order number, the product code(s) you wish to return and why, and we will send you a pre paid shipping label with the relevant customs forms to attach to the outside of the box. The cost of the pre-paid shipping label will be deducted from your refund (we never charge more than the actual shipping cost).
For exchanges, to avoid your preferred item being out of stock, please kindly make a new order for the desired products, and send the unwanted products back to us for a refund, following the instructions above.
WHEN WILL MY ORDER BE DISPATCHED?
All orders placed Monday-Friday before 12pm will be dispatched the same day. Orders placed after 12pm will be shipped the following business day.
Orders placed during special weekends (including but not limited to: Black Friday, Christmas Holidays etc) may be subject to additional processing time due to increased order volume, your patience is greatly appreciated.
All shipments (worldwide) are trackable, and a tracking number will be provided once the order has been dispatched. If you have any queries about your delivery after it has been dispatched, please kindly get in contact with your assigned carrier directly.
WHAT IF I MISS MY DELIVERY?
In the event that the receiver is not present to sign for the package, and no safe place has been provided, generally (destination dependent) the package will have 1-2 additional delivery attempts before the order is sent to your local post office / service point for your collection. A note should be provided by your local carrier on how to collect or re-arrange delivery. Kindly note it is the customer’s responsibility to re-arrange delivery if the free delivery attempts are missed.
If however the order is eventually returned back to PARHELA due to the customer not being able to collect the package or not being present to sign for the shipment, the cost to redeliver / create a new shipment will be for the customers’ account.
*Kindly note we will never charge more than the actual cost of shipping*
HOW WILL I KNOW MY ORDER HAS BEEN SHIPPED?
Once an order is dispatched, you will receive a notification via email or text (depending on the carrier) with the relevant tracking number correlating to that order. Kindly note, depending on the carrier, tracking numbers can take up to 24 hours (after dispatch) to become live, therefore please be patient when checking the tracking number.
Parhela will not be liable or responsible if the carrier is unable to deliver the shipment to the customer due to (but not limited to) the following circumstances: Missing or misspelt postcode, and incorrect or misspelt address.
Parhela will not be responsible for packages stolen outside customer premises, or from customers’ confirmed safe place. Once the package itself is delivered to the customer, whether into their home, or safe place, Parhela’s liability ceases and the customer is responsible.
HOW DOES INTERNATIONAL SHIPPING WORK?
We use a number of international tracked delivery providers depending on your location. These may vary from UPS, DPD, DHL, FEDEX, Royal Mail etc. The average transit time is approximately 2-11 business days for orders outside the UK (though these delivery times are generally shorter in the EU). Kindly note these timeframes do not take into account delays which may occur in your country’s local customs office. Please also be aware that your local customs office may reach out to you via telephone or email for more information about your package. Please ensure you respond to any questions as this will ensure a smooth transit through customs.
Please note that the challenges caused by Brexit may cause delays in transit which are out of our hands. We apologise for any inconvenience caused and we recommend that you check your tracking number and or speak with your relevant carrier who should have more information about why your package has been delayed, and whether more information is required from you.
IMPORT DUTIES, CUSTOMS & TAXES
All Parhela shipments originate from the UK, therefore all customers residing outside of the UK will be subject to import duties / taxes which vary in % depending on the destination country. It is the customers’ responsibility to check & pay these import duties to avoid packages being rejected or sent back to us. Please be aware that in some countries import duties can be quite considerable, so please take this into account when shopping with us from abroad.
In order to be eligible for a refund, the goods must be returned to us in the exact same state as they were sent / received. The locking swing tickets must still be attached to the label, if these have been cut off or removed, your return will be invalidated, and a refund will not be issued. Additionally, if the garment or item has been clearly worn (rather than just tried on) this will also invalidate your return.
Stains, dirt, perfume marks, stretching or damage to returned garments will invalidate your return. Any invalidated returns, which are not refundable, due to the above circumstances will be returned to the customer at the customers’ expense.
Once your return is received by us, please allow up to 2 working days for inspection to receive your refund notification. Once a refund has been issued (to your original payment method) you will receive a notification either by email or by text confirming this. For overseas refunds (outside of the UK) please allow time for your bank to process the refund.
DAMAGES & OTHER ISSUES WITH YOUR ORDER
At Parhela, we pride ourselves on having a very rigorous quality control system, but as with any retail business, defective or damaged items can sometimes slip through the net. If you do receive an order which has arrived damaged or defective, please kindly get in touch immediately, and provide us with photographic evidence portraying this issue, and we will endeavour to make it right.