CUSTOMER HELP & FAQ

📦 ORDERING & DELIVERY

How long does it take to receive my order?

Total Delivery Time: 8-15 business days for all UK regions

Here’s the complete timeline:

Stage	Timeframe	What Happens
Order Processing	1-3 business days	Stock verification, quality check, packaging
Transit	7-12 business days	In transit to your address
Total	8-15 business days	From order to delivery

You’ll receive two confirmation emails:

Day 0 (Immediate): Payment confirmation & order summary
Day 1 (Within 24 hours): Stock confirmed + estimated delivery date

Important: All delivery times are in business days (Monday-Friday, excluding UK bank holidays).

Delivery Coverage:

✅ England (all regions)
✅ Wales
✅ Scotland (including Highlands & Islands)
✅ Northern Ireland
✅ Remote UK Islands (Channel Islands, Isle of Man, Isles of Scilly)

Same delivery time for all UK regions—no extra charges for remote areas.

View full Shipping & Delivery Policy →

Do you ship internationally?

Currently, we only ship within the United Kingdom.

Why UK-only? By focusing exclusively on the UK market, we can offer:

✓ Faster delivery times
✓ Free standard shipping on all orders
✓ Better customer service (same time zone!)
✓ Full UK Consumer Rights Act protection
✓ No customs delays or surprise fees

Future Expansion: We’re exploring opportunities to expand to other markets. Join our newsletter to be notified when we start shipping to new countries.

Looking for International Shipping? If you’re outside the UK and need our products, please contact us at [email protected]. We’ll do our best to find a solution.

How do I track my order?

Track Your Order:

Step 1: Wait for Dispatch Email

You’ll receive a tracking number via email once your order is dispatched
Usually sent within 3-4 business days after order placement

Step 2: Track Online

Use the tracking link in your dispatch email
Or visit: Customer Help → Shipping & Tracking
Enter your tracking number

Step 3: Check Status

See real-time updates from our courier
Estimated delivery date provided
Delivery notifications (SMS/email depending on courier)

No Tracking Number Yet?

Wait 3-4 business days for dispatch
Check your spam/junk folder
Contact us: [email protected] (include order number)

Order Status in Your Account:

Log in at www.piegin.co.uk
Go to “My Orders”
View order status and tracking

Will my items come in one package?

Usually yes, but occasionally no.

Single Package (95% of orders): Most orders are delivered in one package for your convenience.

Split Delivery (5% of orders): Occasionally, items may arrive in separate packages when:

Items come from different warehouse locations
Different couriers used for specific items
One item is backordered (we ship available items first)

If Your Order is Split:

You’ll be notified via email
Each package has its own tracking number
No extra shipping cost to you
All packages arrive within the same timeframe

Questions about split delivery? Contact us at [email protected] with your order number.

Delivery time exceeded—what should I do?

If your order hasn’t arrived after 8-15 business days:

Step 1: Check Tracking

Use your tracking number
Check for delivery attempts or notices

Step 2: Wait Additional 5 Business Days

Delays can happen (weather, courier issues)
Most “late” orders arrive within this window

Step 3: Contact Us

Email: [email protected] (include order number & tracking)
Phone: +44 7830 742091
We’ll investigate and update you within 24-48 hours

We’ll Help By:

Contacting the courier on your behalf
Providing delivery updates
Offering replacement or refund if package lost
Processing claims with courier insurance

👤 ACCOUNT & PERSONAL INFORMATION

How do I create an account?

Creating an account is easy and takes less than 2 minutes:

Option 1: Before Ordering

Click “My Account” in the header or footer
Click “Create Account” or “Register”
Enter your email, create a password
Add your name and address (optional now, required at checkout)
Click “Create Account”

Option 2: During Checkout

Add items to cart
Proceed to checkout
Select “Create an account?” checkbox
Complete your order—account created automatically!

Account Benefits:

✓ Faster checkout (saved addresses)
✓ Order history and tracking
✓ Manage returns easily
✓ Exclusive member offers
✓ Newsletter preferences

No Account Required: You can checkout as a guest, but you’ll miss out on tracking and easy returns!

How do I change my shipping address?

Before Dispatch (Days 0-3):

You can change your address if we haven’t dispatched your order yet.

How to Request:

Email immediately: [email protected]
Subject: “Address Change – Order #[YOUR_ORDER_NUMBER]”
Include:
- Order number
- Current address on file
- New correct address

Our Response:

We’ll confirm if change is possible (usually yes if within 24-48 hours)
Updated address confirmed via email
New delivery estimate provided

Best Time to Contact: Within 24 hours of ordering for highest success rate.

After Dispatch (Day 4+):

We cannot change the address once dispatched.

Your Options:

Contact the Courier: Use tracking number to request address change (courier may charge a fee)
Refuse Delivery: Let package return to us, then reorder with correct address
- Note: £15 restocking fee may apply
- Alternative: Accept delivery and use our 30-day return policy (usually better option)

Wrong Address Fees:

If package returns due to incorrect address: £20 fee may apply
If we need to reship to correct address: £25 total fee may apply
See our Refund & Returns Policy Section 10 for full details

Prevention Tip: Always double-check your address before submitting your order!

What do I do if I entered an incorrect shipping address?

Act fast! Contact us immediately.

Within 24-48 Hours:

Email: [email protected]
Subject: “URGENT – Wrong Address – Order #[NUMBER]”
Include correct address
High chance we can update before dispatch

After 48 Hours:

Address change less likely (order may be processing)
Contact us anyway—we’ll try our best
See “How do I change my shipping address?” above for options

Prevention:

Use saved addresses in your account
Copy-paste from official sources
Double-check postcode
Include flat/apartment numbers

🔄 CHANGES & CANCELLATIONS

Can I change or cancel my order after submitting it?

Yes, but timing matters!

Cancellation Success Rate by Day:

When You Contact Us	Success Rate	Refund Time
Day 0 (same day)	✓✓✓ Very likely	3-5 business days
Day 1 (next day)	✓✓ Likely	3-5 business days
Days 2-3	✓ Possibly	3-5 business days
Day 4+ (dispatched)	✗ Cannot cancel	Use return policy

How to Cancel:

Contact immediately: [email protected] or +44 7830 742091
Subject: “Cancel Order – Order #[YOUR_ORDER_NUMBER]”
Include: Reason for cancellation (helps us improve!)
We’ll confirm if cancellation is possible

Payment Note: Payment is charged immediately when you order. If we cancel successfully, full refund processed within 3-5 business days.

After Dispatch: Once dispatched, you cannot cancel. Instead:

Option 1: Accept delivery and use our 30-day return policy (no restocking fee!)
Option 2: Refuse delivery (£15 restocking fee may apply)

Best Practice: Cancel within Day 0-1 for best results!

Can I change items in my order?

Before Dispatch (Days 0-3):

Possibly, depending on timing.

How to Request:

Email: [email protected]
Subject: “Modify Order – Order #[YOUR_ORDER_NUMBER]”
Specify: Items to remove/add, sizes to change, etc.

We’ll Respond With:

Whether modification is possible (depends on processing stage)
Any price difference (refund or additional charge)
Updated order confirmation

Easier Alternative: Cancel entire order (if possible) and place new order with correct items.

After Dispatch: Cannot modify. Use our return policy to return unwanted items, then order correct ones.

🔁 RETURNS & EXCHANGES

What is your returns policy?

30-Day Return Window (Standard Items) 14-Day Return Window (Clearance Items)

Quick Overview:

You Can Return:

✓ Any reason (change of mind, wrong size, doesn’t fit, etc.)
✓ Unused items in original condition
✓ With original packaging
✓ Within 30 days of delivery (14 days for clearance)

Return Process:

Contact us: [email protected] (“Return Request”)
We provide return authorization and instructions
Ship item back to our returns address
We inspect and process refund within 5-7 business days
Money in your account within 15-24 business days total

Who Pays Return Shipping?

Reason	You Pay	We Pay
Change of mind	✓ (£3.50-£5.00)
Wrong size/color	✓ (£3.50-£5.00)
Defective item		✓ (prepaid label)
Wrong item sent		✓ (prepaid label)
Not as described		✓ (prepaid label)

Holiday Extension: Items delivered between 1 November – 31 December can be returned until 31 January OR 30 days from delivery, whichever is longer!

Full Details: Refund & Returns Policy →

I received the wrong item—what do I do?

We’ll make it right immediately!

Step 1: Contact Us Within 48 Hours

Email: [email protected]
Subject: “Wrong Item – Order #[YOUR_ORDER_NUMBER]”
Include:
- What you ordered
- What you received
- Photos of item received (if possible)

Step 2: We Respond (1-2 Business Days)

Confirm the error
Provide prepaid return label (no cost to you!)
Offer replacement or full refund

Step 3: Return the Wrong Item

Use our prepaid label
No shipping cost to you
Keep any packaging

Step 4: We Send Correct Item or Refund

Replacement dispatched within 3-5 business days
Or full refund processed (including any express shipping you paid)
We cover all costs (our error!)

Don’t Open/Use the Wrong Item: Keep it in original condition for easier processing.

My order arrived damaged—what should I do?

We’re sorry this happened! We’ll replace or refund immediately.

If Present at Delivery:

Refuse the parcel if visibly damaged
Take photos of damaged packaging
Contact us immediately: [email protected]

If Delivered Without You Present:

Take photos of damaged packaging and item
Don’t discard packaging (needed for insurance claim)
Contact us within 48 hours: [email protected]
Subject: “Damaged Item – Order #[YOUR_ORDER_NUMBER]”

What We’ll Do:

Review claim within 1-2 business days
Provide prepaid return label (if item needs returning)
Offer replacement or full refund
Process within 5-7 business days

You Won’t Pay:

✓ No return shipping costs
✓ No restocking fees
✓ Full refund including any express shipping fees you paid

All parcels are insured—you’re protected!

Where should I mail my return?

Returns Address:

Hall Vision LTD
275 New North Road
Islington #1913
London, N1 7AA
United Kingdom

⚠️ IMPORTANT: Do Not Send Without Authorization!

Always contact us FIRST at [email protected] before returning anything.

Why?

We provide return authorization and instructions
We may send you a prepaid label (for defective items)
We track authorized returns to ensure smooth processing
Unauthorized returns may be delayed or rejected

Return Shipping Tips:

Use trackable shipping for items over £50
Consider insurance for valuable items
Keep your tracking number until refund processed
Allow 5-8 business days for UK shipping

Questions? Email [email protected] with your order number.

Do you offer exchanges?

We only offer exchanges for defective/damaged items or our errors.

Defective/Wrong Item Exchange:

Contact us: [email protected]
We’ll provide exchange instructions
Free shipping both ways (we cover costs)

Size/Color Exchanges: We don’t offer direct exchanges for size or color changes.

Instead:

Return original item for refund (use our 30-day policy)
Place new order with correct size/color
Faster than waiting for exchange processing!

Why This Way?

You get correct item faster
No waiting for return to process before we ship
More flexibility (choose different product if you want)

💳 PAYMENT & BILLING

When will I be charged for my order?

Payment is charged immediately when you place your order.

Why?

✓ Secures your order during high-demand periods
✓ Faster order processing (1-3 days vs 5-7 days)
✓ Immediate warehouse priority
✓ Streamlined fulfillment

Your Protection:

Stock verified within 24 hours (Day 1)
If item unavailable: Full refund processed immediately
Money back in 3-5 business days
No questions asked, no cancellation fees

Under Consumer Rights Act 2015: You have the right to full refund if we cannot supply the item.

Read Our Payment Protection Guarantee →

What payment methods do you accept?

Credit & Debit Cards:

✓ Visa
✓ Mastercard
✓ American Express
✓ Maestro (UK)

Digital Wallets:

✓ Apple Pay
✓ Google Pay

Buy Now, Pay Later:

✓ Klarna (subject to approval)
✓ Clearpay (subject to approval)

Payment Security:

All payments processed through Stripe (PCI-DSS Level 1)
3D Secure authentication for your protection
SSL/TLS encryption
We don’t store your complete card details

We Do NOT Accept:

Cash on delivery
Bank transfers
Cheques
PayPal (coming soon)

How do I get an invoice or receipt?

Invoice Automatically Sent:

When: Upon order dispatch (Day 3-4 after order)
Where: Email address you provided
Contains:

Company details (Hall Vision LTD, 16882463)
Your billing information
Itemized product list
Total amount paid
Date of supply

Can’t Find Your Invoice?

Check spam/junk folder
Log in to your account → “My Orders” → Download invoice
Contact us: [email protected] (we’ll resend within 24-48 hours)

VAT Invoices: We’re not currently VAT registered. Prices include all applicable taxes, but we cannot issue formal VAT invoices with a VAT registration number.

Learn About Future VAT Registration →

🛡️ WARRANTY & PRODUCT ISSUES

What warranty do you offer?

Comprehensive Warranty Coverage:

Product Type	Warranty Period	Coverage
Electronics & Technology	24 months	Manufacturing defects, functional failures
General Products	12 months	Manufacturing defects, quality issues
Furniture & Large Items	12 months	Structural defects, workmanship
Refurbished Items	12 months	Same as new items
B-Stock (damaged box)	6 months	Same coverage, shorter period
Open-Box	6 months	Same coverage, shorter period
Clearance Items	3 months	Manufacturing defects only

Warranty Covers:

✓ Manufacturing defects
✓ Faulty components
✓ Functional failures under normal use
✓ Premature wear beyond normal use

Warranty Does NOT Cover:

✗ Normal wear and tear
✗ Accidental damage (drops, spills)
✗ Misuse or abuse
✗ Unauthorized modifications

How to Make a Claim:

Email: [email protected]
Subject: “Warranty Claim – Order #[YOUR_ORDER_NUMBER]”
Include: Description of defect, photos/videos
We respond within 1-2 business days
Resolution within 7-11 business days (replacement) or 17-26 days (repair)

Your Statutory Rights: This warranty is in addition to your UK Consumer Rights Act protections (up to 6 years).

View Full Warranty Policy →

Can I pre-order an item that is sold out?

Currently, we don’t offer formal pre-orders.

If an Item is Out of Stock:

Option 1: Email Notification

Most product pages have “Notify Me When Available”
Enter your email
You’ll be notified when item restocks

Option 2: Contact Customer Service

Email: [email protected]
Subject: “Stock Inquiry – [Product Name]”
We’ll provide:
- Expected restock date (if available)
- Alternative similar products
- Option to be notified when available

Option 3: Check Back Regularly

We restock popular items frequently
Check website every few days

Coming Soon: Pre-Order System We’re working on implementing a pre-order system for high-demand items. Join our newsletter to be notified!

📞 CUSTOMER SUPPORT

How do I contact customer support?

We’re Here to Help!

Email (Preferred):

Address: [email protected]
Response Time: 24-48 hours (business days)
Best For: Orders, returns, product questions, warranty claims

Phone:

Number: +44 7830 742091
Hours: Monday-Friday, 9 AM – 6 PM (GMT/BST)
Best For: Urgent issues, immediate assistance

Business Hours:

Open: Monday to Friday, 9:00 AM – 6:00 PM (GMT/BST)
Closed: Weekends and UK bank holidays
Peak Periods: Response times may extend to 48-72 hours (November-December)

Response Time Breakdown:

Business days: Within 24-48 hours
Weekends/holidays: Next business day
Urgent issues: Priority response within 12 hours (business days)

What Qualifies as Urgent:

Order not received after 20+ business days
Payment charged but no order confirmation
Defective item causing safety concern
Account security issue

Email Subject Lines: Use clear subjects for faster processing:

“Order Status – Order #[NUMBER]”
“Return Request – Order #[NUMBER]”
“Wrong Item – Order #[NUMBER]”
“Warranty Claim – Order #[NUMBER]”
“Address Change – Order #[NUMBER]”

What information should I include when contacting support?

Always Include:

Order Number (if applicable)
- Format: Usually starts with #
- Found in: Order confirmation email or account
Your Email Address
- Used for your order
- For verification purposes
Specific Issue Description
- What happened?
- When did it happen?
- What do you need help with?
Photos/Videos (if relevant)
- Damaged items
- Wrong items received
- Product defects
- Helps us resolve faster!
Your Preferred Resolution
- Replacement?
- Refund?
- Exchange?
- Repair?

Example Good Email:

Subject: Wrong Item - Order #12345

Hi Piegin Team,

Order Number: #12345
Order Date: 1 December 2024
Email: [email protected]

Issue: I ordered the Blue Baby Bottle Set but received 
a Red Sippy Cup instead.

Attached: Photo of item received

Preferred Resolution: Please send correct item 
(Blue Baby Bottle Set) and provide return label 
for wrong item.

Thank you!
Jane

This speeds up our response and resolution!

🔒 PRIVACY & SECURITY

Is my personal information safe?

Yes! We take data protection very seriously.

Security Measures:

✓ UK-GDPR compliant data handling
✓ PCI-DSS Level 1 payment processing (Stripe)
✓ SSL/TLS encryption for all transactions
✓ Secure servers in UK/EU
✓ Regular security audits

We Don’t Store:

✗ Complete credit card numbers
✗ CVV/security codes
✗ Unencrypted payment data

We Do Store (Securely):

✓ Your name, email, phone
✓ Delivery addresses
✓ Order history
✓ Last 4 digits of card (for reference)

Your Rights:

Right to access your data
Right to correct inaccurate data
Right to delete your data (after legal retention periods)
Right to data portability
Right to object to processing

Data Transfers: Some data is processed outside UK/EU (Stripe-US, Google Analytics-US) with full UK-GDPR safeguards (Standard Contractual Clauses).

Read Our Privacy Policy →

How long do you keep my data?

Order Data: 7 years (UK tax law requirement – HMRC)
Account Data: Until you request deletion (or 2 years of inactivity)
Marketing Data: Until you unsubscribe
Payment Data: Stored by Stripe (not by us)

After Retention Period: You can request permanent deletion by emailing [email protected].

📚 POLICIES & LEGAL

Where can I find your policies?

All Policies Available:

Main Policies:

Terms of Service – Your agreement with us
Privacy Policy – How we handle your data
Refund & Returns Policy – 30-day return details
Shipping & Delivery Policy – UK delivery information
Payment Terms & Conditions – Payment security and billing
Warranty Policy – Product coverage details

Find Them:

Website footer (all policies linked)
During checkout (relevant policies)
Account dashboard (quick access)
This FAQ page (links throughout)

Questions About Policies? Email us at [email protected] with specific questions.

What are my consumer rights in the UK?

Under the Consumer Rights Act 2015:

Goods Must Be:

As described
Of satisfactory quality
Fit for purpose

Your Rights Timeline:

Period	Your Rights
First 30 days	Right to full refund for faulty goods
Up to 6 months	Right to repair or replacement (fault presumed)
Up to 6 years (England/Wales/NI)<br>Up to 5 years (Scotland)	Right to claim for faulty goods (you prove fault)

These Rights Are In Addition To Our Policies!

Learn More:

Citizens Advice: https://www.citizensadvice.org.uk/consumer/
Which?: https://www.which.co.uk/consumer-rights
Gov.uk: https://www.gov.uk/consumer-protection-rights

💡 TIPS & BEST PRACTICES

How can I ensure a smooth shopping experience?

Before Ordering:

✓ Double-check your shipping address
✓ Verify product details (size, color, quantity)
✓ Read product descriptions carefully
✓ Check delivery timeframe (8-15 business days)
✓ Review our return policy
✓ Create an account for easier tracking

After Ordering:

✓ Save your order confirmation email
✓ Note your order number
✓ Check spam folder for emails from us
✓ Monitor tracking once provided
✓ Be available for delivery (or use safe place)

If Issues Arise:

✓ Contact us promptly (within 48 hours best)
✓ Include order number in all communications
✓ Provide photos/videos of issues
✓ Keep all packaging until satisfied
✓ Be clear about your preferred resolution

Pro Tips:

Order early if needed by specific date (allow 15+ business days)
Use saved addresses to avoid errors
Enable delivery notifications (SMS/email)
Check product reviews before buying
Join newsletter for exclusive offers

🎁 SPECIAL SITUATIONS

Holiday Season Shopping

Extended Return Period: Items delivered between 1 November – 31 December can be returned until 31 January of the following year!

Holiday Deadlines:

Order by 10 December for Christmas delivery (all UK regions)
Peak period processing may take 4-5 days (instead of 1-3)
Response times may extend to 48-72 hours in November-December

Gift Shopping Tips:

Allow extra time for peak season
Include gift message at checkout
Gift receipts available upon request
Recipients can return with gift receipt

Clearance Items

Special Terms for Clearance:

⚠️ 14-day return window (not 30 days)
✓ 3-month warranty for manufacturing defects
Heavily discounted (50-70% off)
End-of-line/limited stock
Same quality standards

Clearance items are clearly marked on product pages.

Why Different Terms? Exceptional discounts require shorter return window, but you’re still protected with 3-month warranty and full statutory rights.

Wholesale & Business Customers

Interested in Wholesale?

Subject: “Wholesale Inquiry”
Your business details
Type of business
Expected order volume

Wholesale Benefits:

Volume discounts
Net 30 payment terms (subject to credit check)
Dedicated account manager
Priority support

Requirements:

Minimum order value (typically £500+)
Business registration documents
Trade references

❓ STILL HAVE QUESTIONS?

Can’t Find Your Answer?

We’re Happy to Help!

Contact Us:

Email: [email protected]
Phone: +44 7830 742091
Hours: Monday-Friday, 9 AM – 6 PM (GMT/BST)

Visit Our Policy Pages:

Join Our Community:

Newsletter (exclusive offers + tips)
Social Media (daily updates + quick answers)
Product Reviews (learn from other parents)

Hall Vision LTD – Trading as Piegin
Company Registration Number: 16882463
Registered in England and Wales

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