Q.) When will my order be shipped?
A.) Our standard delivery will be shipped within 2 working days with Royal Mail 48 tracked, please allow 3-5 working days to receive your order. Our next day delivery service will be shipped on that day so long as the order is placed before 1pm.
*Please note, during peak times this may increase, please bear with us as we are working our hardest to get your parcel out to you as soon as possible.
Q.) Do you ship to my country?
A.) We ship worldwide, prices vary depending on your location. Due to the Brexit transition European customers may be charged Duty and Tax by your customs department via our couriers. Please note that as the recipient you are responsible for all import fees. All international parcels are held in customs for a regulatory check whilst they await payment for import fees, failure to pay these fees may prevent your parcel being cleared from customs for several days. These charges may vary depending on country, if you have any queries on this we recommend you contact your local customs office for more information.
Q.) How can I track my shipment?
A.) You will receive an email with your tracking information once your order is shipped.
Q.) What are your delivery options?
Royal Mail 48 Tracked ~ £4
Domestic Express Next Day Shipping - DPD (Order by 1pm) ~ £6
Q.) I think my parcel is lost, what should I do?
A.) All our parcels are sent tracked but we cannot control what happens once it has left our warehouse. If you are concerned your parcel is lost or taking longer than expected please email email@example.com and we will try our best to find a solution.
Q.) I’ve entered my shipping address wrong - can I change it?
A.) Please email firstname.lastname@example.org as soon as possible. If your order hasn’t been packed yet, we can change your shipping label. However, if it is too late you will have to contact the shipping provider.
Q.) Can I make changes to my order?
A.) Please email email@example.com as soon as possible. If your order hasn’t been packed yet, we may be able to make changes to it. However, if it’s too late you will have to return the items for exchange, see our returns info here.
Q.) I want to cancel my order, what can I do?
A.) Please email firstname.lastname@example.org as soon as possible. If your order hasn’t been packed yet, we may be able to cancel it. However, if it is too late you will have to return the items, see our returns info here.
Returns & Exchanges
Q.) Can I exchange or return an item?
A.) Yes, you may return or exchange your item within 14 days from the delivery date. We do not accept returns which exceed this time period unless they are faulty. If you wish to make a return, please see our shipping & returns page for more information and to complete our returns/exchanges form.
Q.) Do I I have to pay for my return?
A.) Yes, return costs are covered by the customer. We only cover returns if your item is faulty which we take full responsibility for.
Q.) How do I return an item?
A.) Please complete the returns/exchange section of the Delivery Note and include the form with the original items, then return it with Royal Mail to:
Peachy Den, The Lacuna Collection,
13-15 Wintonlea Industrial Estate,
Monument Way West, Woking,
*Please hold onto your proof of postage, we are not responsible for any lost or damaged parcels.
Q.) I am unable to print off my returns form, what do I do?
A.) Please copy our returns/exchanges form onto a piece of paper and include this in your parcel. If you are concerned, please email email@example.com with your order number and returns/exchanges information and our customer care team will assist you.
Q.) When will I receive my refund?
A.) Within 5 working days from the date we receive your return. If you have not received it beyond this time frame, please email firstname.lastname@example.org and our customer service team will do their best to assist you.
Q.) I received the wrong items, what do I do?
A.) Please email email@example.com with your order number and details of the wrong items received. You will need to return these items to us and of course we will refund all shipping costs. We will do our best to get the correct items out to you as soon as possible.
Q.) I think my item is faulty, what do I do?
A.) Please email firstname.lastname@example.org as soon as possible with your order number, product, details of the fault and images to ensure a speedy solution.
Q.) Will you refund the duties and taxes I was charged on my order upon delivery?
A.) Unfortunately we cannot refund you these charges. Please contact your local customs office for a refund.
Q.) Can I return sale items?
A.) Sale items are exchangeable only, please see our exchanges & returns information here.
Products & Sizing
Q.) I am between sizes on the size guide, can you help?
A.) Please email email@example.com with the desired product and your bust, waist and hip measurements and our customer service team will do their best to assist you.
Q.) Do you offer leg length alterations on products?
A.) Our alterations services are currently on hold while we arrange a more efficient system with our warehouse. We intend to have them running again in the coming months.
Q.) Where are your products made?
A.) With sustainability in mind, we intend to make most of our products in London, just two miles from our design studios, most of our recent drops are produced here. Our aim is to source fabrics with high contents of natural and recycled fibres. To keep up with this demand, we have expanded some of our sourcing to include Portugal and Italy, where we have found organic and sustainably produced fabrics in both countries. To avoid unnecessary carbon emissions, we are exploring options to make some of our stock with trusted suppliers in the same locations. See our full transparency report here.
Q.) The item I want is out of stock, will it come back, and can I be notified?
A.) Some of our styles are limited edition and will not restock, we believe this is a more mindful way to manage production, reducing waste. Our best selling styles will restock, to keep updated on this you can sign up to the styles waitlist on the product page and we will notify you via email as soon as the product is back in stock.
Q.) How long do gift cards last for?
A.) Our gift cards rage from £25-£275 and are paperless, sent via email. They last for one year from the date of purchase, you can purchase our gift cards here.
If you have any other questions, please get in touch with us here.