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Common questions
Where do you deliver, and how long does it take?
We currently deliver within the UK. Standard delivery is free for orders of £75 or more, or £4.99 for orders below £75.
Royal Mail Tracked 48 delivery is estimated at 2–3 working days after dispatch. This is an estimate, not a guaranteed arrival date. Dispatch and delivery are separate stages; see our Shipping Policy for dispatch cut-offs, delivery exclusions and tracking information.
What is your returns period?
We offer 30 days from delivery to request a return for eligible online purchases, including sale items. The 30-day period begins the day after delivery; once you have told us, send the item back within a further 14 days.
This is an additional Pinebrooks returns promise. Your separate statutory right to cancel an eligible online order within 14 days of delivery, followed by 14 days to send it back, remains unaffected, as do your rights for faulty or misdescribed goods. Any more generous promise made when you ordered will be honoured.
What if an item is faulty, damaged or incorrect?
Contact support@pinebrooks.co.uk with the order details and the problem. If goods breach your statutory rights, you normally have 30 days after delivery to reject them for a refund. This is separate from change-of-mind cancellation.
Your rights continue after 30 days and may include repair, replacement, a price reduction or a refund, depending on the circumstances. We cover reasonable return costs for goods rejected under these rights. A refund due following rejection will be made without undue delay, within 14 days beginning when we agree that you are entitled to it.