Question 1

DELIVERY

Accepted Answer

All orders are dispatched within 24 hours of being placed.
We value your business immensely and want to be completely transparent with you.
Due to the significant increase in costs charged by all shipping carriers, especially for our international and US deliveries, we've had to make a necessary adjustment to our delivery charges.
While this change is unavoidable, please know that we remain deeply committed to ensuring your orders arrive as quickly and reliably as possible.
We appreciate your understanding and continued support

Question 2

LOCAL TAXES (INTERNATIONAL CUSTOMERS)

Accepted Answer

PorterPepperell.com is no longer able to cover local taxes and import duties (such as VAT or GST).

Delivered Duty Unpaid (DDU): We now ship all orders outside the UK on a DDU basis. This means the price you pay at checkout covers the item and shipping only; it does not include any potential local fees.

Your Responsibility: You, the customer, are now legally responsible for paying these local sales taxes, import duties, or customs fees when your order arrives. The courier or local customs office will contact you directly for payment.

Liability: PorterPepperell cannot be held responsible for any charges or delays that occur during the import process.

Action Required: DNI/Tax ID

If your country requires a DNI or local Tax ID number for imported goods, you must provide it in the 'Additional Information' box at checkout.

Failure to provide a DNI number (if needed) will unufortunately prevent us from processing your order. We will hold the order for 5 days while we try to contact you, but if we can't get the DNI/Tax ID, we will be forced to cancel the order and issue a refund.

Question 3

PLACING AN ORDER

Accepted Answer

To place an order, you should select the required item and add it to the basket by clicking on the ‘Add to Bag’ button. You can review the selected item(s) at any time by clicking on the ‘View Bag’ link and then continue shopping by clicking on the ‘Continue Shopping’ link. Once you have completed your shopping, please click on the ‘Checkout’ button.

Next, you will be asked to enter/confirm your personal details, billing and delivery address before moving to "Review & Place Order". In "Review & Place Order", you will be able to check the information relating to the item(s) ordered, quantity, price and total.  Please note that the delivery address cannot be edited in the "My account" section for any outstanding orders. This will however change your address for future orders. To update your delivery address for any outstanding orders, please contact Customer Service (contact@porterpepperell.com). We are unable to change your delivery address for any item's which have already been shipped.

Question 4

PRIVACY POLICY

Accepted Answer

What type of information do WE collect?

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
 
Why do WE collect such personal information?

We collect such Non-personal and Personal Information for the following purposes:
To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalised service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we may use to provide and improve our respective services; 
To comply with any applicable laws and regulations.
 
How do WE store, use, share and disclose our site visitors' personal information?

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
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How do WE communicate with our site visitors?

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

If you don’t want us to process your data anymore, please contact us at contact@porterpepperell.com.
 
Privacy policy updates

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. 
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Questions and your contact information

If you would like to: correct, amend or delete any personal information we have about you, you are invited to contact us at contact@porterpepperell.com.

Question 5

PRODUCT DESCRIPTIONS + DESIGN

Accepted Answer

We have made every effort to display the colours of our products that appear on Porter Pepperell as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.
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Our ties are all handcrafted by our specialists with great care and passion, and we hope that you are happy with your purchase and enjoy wearing them. Please note that due to the products being handcrafted some minor variations can occur and that these are an inherent part of the product and should not be considered a defect.

Question 6

PROMOTIONS

Accepted Answer

These apply to any of our online voucher codes. Please read these as well as the terms of specific offers.

1. When you use an offer you accept our terms and conditions relating to that offer (you are deemed to have accepted them and agree to be bound by them).

2. If the offer says something different than what is written here (for example, that it covers delivery charges), then we will honour what the offer states.

3. Unless the offer says otherwise, you can only use one promo code or discount offer per order. You cannot combine offers.

4. Offers do not apply to any delivery charges unless expressly stated.

5. If we give you a refund, it will be for the price you actually paid, taking into account the offer or discount. And if you return a single product from a multi-buy offer, our refund will mean that you have effectively paid full price for the products you keep.

6. We can decline your order, if we don't think the promo code or offer used is valid for the product(s) ordered, or if we reasonably suspect fraud.

7. We can change these terms and conditions or withdraw an offer at any time, with reasonable notice.

8. These terms and conditions are governed in accordance with the laws of England and Wales.

Question 7

USE OF COOKIES

Accepted Answer

Cookies Policy Last updated: December 2019 
 
Porter Pepperell ("us", "we", or "our") uses cookies on PorterPepperell.com (the "Service"). By using the Service, you consent to the use of cookies.
 
Our Cookies Policy explains what cookies are, how we use cookies, how third­ parties we may partner with may use cookies on the Service, your choices regarding cookies and further information about cookies.
 
What are cookies?
 
Cookies are small pieces of text sent by your web browser by a website you visit. A cookie file is stored in your web browser and allows the Service or a third­ party to recognise you and make your next visit easier and the Service more useful to you.
 
Cookies can be "persistent" or "session" cookies.
 
How Porter Pepperell uses cookies
 
When you use and access the Service, we may place a number of cookies files in your web browser.
 
We use cookies for the following purposes: to enable certain functions of the Service, to provide analytics, to store your preferences, to enable advertisements delivery, including behavioural advertising.
 
We use both session and persistent cookies on the Service and we use different types of cookies to run the Service: ­
 
Essential cookies. We may use essential cookies to authenticate users and prevent fraudulent use of user accounts.
 
Third­ party cookies
 
In addition to our own cookies, we may also use various third­ parties cookies to report usage statistics of the Service, deliver advertisements on and through the Service, and so on.
 
What are your choices regarding cookies
 
If you'd like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.
 
Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.
 
Where can your find more information about cookies
 
You can learn more about cookies and the following third ­party websites:
 
● AllAboutCookies: http://www.allaboutcookies.org/
● Network Advertising Initiative: http://www.networkadvertising.org/
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COOKIES WE USE
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FIRST PARTY COOKIES

Question 8

UK RETURNS

Accepted Answer

We really hope you love your purchase from Porter Pepperell. Although we understand sometimes things do not work out as planned and you may need a refund.
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You have 28 days upon receipt of your purchase to return your unused items to us. 
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Cancellation Right
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You have the right under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order at any time before dispatch of the item(s) or within twenty-eight (28) working days of receipt of the item(s) by following our returns’ process.
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Condition of Items for Returns
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The Buyer must return the item(s) in good condition, unused and with their original packaging. Porter Pepperell reserves the right to refuse or to reduce a refund on any item that is incomplete, damaged or soiled.
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Returns Process
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It is the Buyer′s responsibility to ensure that the return form is enclosed with the parcel. Should the Buyer fail to enclose the return form, Porter Pepperell may not be able to refund the items until we able to identify the related order. Should the Buyer fail to return their goods to the return address provided, Porter Pepperell will not be held responsible for any delays to refunds or postage issues.

We will process your refund within 14 calendar days of receiving your return.
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We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
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Other Returns
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Other than for defective products, returns outside the timeframe set out above, may be accepted at the sole discretion of Porter Pepperell and may be refunded as a credit to be spent online. Any unauthorised returns will be refused.
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Cost of returns​
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Returns within the UK are free.
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Return your purchase to us using the box included with your purchase and attaching the free returns label. Please make sure to include your returns form. Should the Buyer fail to enclose the return form, Porter Pepperell may not be able to refund the items until we are able to identify the related order.
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If you have misplaced your returns form you may download another here.
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Use the adhesive strip to seal the box and drop off at any Royal Mail Post Office or Delivery Office ensuring to obtain a Certificate of Posting. Porter Pepperell are unable to take responsibility for lost items where a Certificate of Posting has not been obtained. Any returns, which have not been refunded will indicate that Porter Pepperell has not received the stock.
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If you have misplaced the box that came with your original order please ensure you securely wrap your box to avoid damage and return to us. You may download another address label here.
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Postage for Returns
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We would advise the Buyer to return unwanted items by recorded delivery or by obtaining a Certificate of Posting from the Post Office or by any other means that shows proof of postage of the returned items. Any returns, which have not been refunded will indicate that Porter Pepperell has not received the stock. For all deliveries, it is the Buyer’s responsibility to ensure that the items are sufficiently insured for claim purposes. No additional charges will be covered by Porter Pepperell. This does not affect your statutory rights.

Lost Returns
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Porter Pepperell is not liable for any lost return parcels where a Certificate of Posting has not been obtained.

Insurance on Returns
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Please note that it is the Buyer′s responsibility to choose the most appropriate method for returns with the appropriate insurance. Porter Pepperell cannot be held responsible for any unforeseen delays, eg strikes, riots, war or act of God.

Question 9

OVERSEAS RETURNS

Accepted Answer

We really hope you love your purchase from Porter Pepperell. Although we understand sometimes things do not work out as planned and you may need a refund.
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You have 28 days upon receipt of your purchase to return your unused items to us. Please follow the instructions on our Returns Page here.
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Cancellation Right
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You have the right under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order at any time before dispatch of the item(s) or within twenty-eight (28) working days of receipt of the item(s) by following our returns’ process.
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Condition of Items for Returns
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The Buyer must return the item(s) in good condition, unused and with their original packaging. Porter Pepperell reserves the right to refuse or to reduce a refund on any item that is incomplete, damaged or soiled.
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Returns Process
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It is the Buyer′s responsibility to ensure that the return form is enclosed with the parcel. Should the Buyer fail to enclose the return form, Porter Pepperell may not be able to refund the items until we able to identify the related order. Should the Buyer fail to return their goods to the return address provided, Porter Pepperell will not be held responsible for any delays to refunds or postage issues.

Please follow the instructions on your returns form, which will advise you on the returns option available to you, and where to send your item's back to. Please ensure your item is returned to the address listed on your returns form, which was delivered with the item.

If you have misplaced your returns form you may download another here.

We will process your refund within 14 calendar days of receiving your return.
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We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
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Other Returns
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Other than for defective products, returns outside the timeframe set out above, may be accepted at the sole discretion of Porter Pepperell and may be refunded as a credit to be spent online. Any unauthorised returns will be refused.

OVERSEAS RETURNS​
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Unfortunately, we are unable to offer free returns to countries outside of the UK. Should the Buyer fail to enclose the return form, Porter Pepperell may not be able to refund the items until we are able to identify the related order.
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If you have misplaced your returns form you may download another here.
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We would advise the Buyer to return unwanted items by recorded delivery or by obtaining proof of postage of the returned items. Any returns, which have not been refunded will indicate that Porter Pepperell has not received the stock. For all returns, it is the Buyer’s responsibility to ensure that the items are sufficiently insured for claim purposes. No additional charges will be covered by Porter Pepperell. This does not affect your statutory rights.
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If returns from overseas are received with insufficient postage, Porter Pepperell will deduct the outstanding amount from the refund of the items returned.
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Overseas returns should be addressed to:
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Porter Pepperell Ltd
Cavendish Point
Cavendish Road
Hertfordshire
ENGLAND
SG1 2EU
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Postage for Returns
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We would advise the Buyer to return unwanted items by recorded delivery or by obtaining a Certificate of Posting from the Post Office or by any other means that shows proof of postage of the returned items. Any returns, which have not been refunded will indicate that Porter Pepperell has not received the stock. For all deliveries, it is the Buyer’s responsibility to ensure that the items are sufficiently insured for claim purposes. No additional charges will be covered by Porter Pepperell. This does not affect your statutory rights.