FREQUENTLY ASKED QUESTIONS
Please read our FAQ’s prior to placing an order for detailed information about our service policies.
If you have any questions that are not answered in our FAQ, please contact us using our contact form or social media.
When placing a subscription order you are placing an order for the next month’s box, signing up for a recurring monthly billing subscription and creating your subscription account to manage your subscription service.
IS THERE A JOINING OR CANCELLATION FEE?
We do not charge a joining or cancellation fee! You only pay for the box you receive with absolutely no hidden charges.
HOW DO I MANAGE MY SUBSCRIPTION
It’s really easy to manage your subscription at any time! Your account contains all your order details with options to edit your address, payment details and other useful info. Feel free to contact customer service if you have any queries.
Orders are usually dispatched within 48hrs. If there is a delay, you will be notified by email. Please be patient during shipping time and ensure your post/letter box is secure at the time of delivery as we do not replace or refund boxes delivered. If a package is returned it will be resent at the buyer’s expense, so please make sure to check your shipping address. Remember we offer UK Free Delivery!
CAN I TRACK MY ORDER?
If you have supplied your email when purchasing a subscription, you will receive an email from our courier to track your order when it has been shipped.
HOW WILL I KNOW WHEN MY PAYMENT HAS BEEN PROCESSED?
You will receive an email with the order receipt. If you don't receive this within 24hours of placing your order, contact customer service.
*Please make sure you check your Spam and Junk mail folders as some emails may not go directly to your inbox.*
CAN I SWITCH BETWEEN THE DIFFERENT PLANS?
Yes! You can do this by cancelling your current plan and selecting a different one. Contact customer service if you need any help.
WHAT IF I’VE PAID FOR A BOX AND THEN I CANCEL?
You will be billed for the box you have just paid for, but your subscription will not renew after that. For example, you have paid for your third subscription box but you choose to cancel. You will still receive the box you have paid for, but your account will not auto renew and you will not receive anymore boxes.
REFUNDS, RETURNS, EXCHANGES AND CANCELLATIONS
There are no returns, exchanges or refunds given on subscriptions, gift subscriptions or one-time purchase boxes. All orders are final and refunds are not given. However, we will honour a one-off size exchange if you place your order and choose a size that doesn’t fit you.
DAMAGED OR MISSING ITEMS
We do our best to ensure everyone gets every item in their box intact. We also understand the postal service can be rough on boxes. If an item arrives broken or damaged, please contact us immediately no later than 72 hours after delivery. If we are not notified within 72 hours, a replacement or refund will not be issued for damaged items. Please keep all damaged items, packaging and confirmation email so we can obtain photos to contact postage handling.
Due to the wide range of suppliers we have for our pyjamas the sizings may vary from single to double sizing. For example if you have subscribed to a plan as a size 10 you may receive either a size 10, 8-10/10-12 or S. Please note that once you have ordered your pyjamas you are accepting that you have read and understood the FAQ's.
I DIDN'T RECEIVE THE SAME GIFT AS SOMEONE ELSE.
Sometimes we send out different gifts depending on stock levels so you may see pictures on our social media sites that differ from the box you received. If an item is out of stock we will substitute for another item of the same value.