Delivery & Returns
Standard deliveries may currently take longer to dispatch than usual. Please Bear with us.
Pre-order and special order items may experience longer delays due to the ever-changing situations being caused due to COVID-19 and Brexit.
Please be aware that Delivery dates provided are not guaranteed. We will do our best to adhere to the delivery times provided, but in some circumstances this is not always possible. if you have received email confirmation that your order has been shipped, it is on its way to you, please check your account for tracking updates.
For any damages, incorrect items and returns, please follow the instructions on the returns policy below.
Standard (3-5 working days)
Orders Up to £25 = £3.99
Orders Between £25-£75 = £5.99
Order of £75+ = Free
Local Options (1-3 working days)
Local Eco Delivery = £1.00
Standard Local Delivery = £3.99
Collection = Free
We aim to use only recyclable materials in our packaging and this includes Paper or biodegradable mailing bags, paper packing tape, cardboard and paper infill and cardboard cartons. We sometimes will reuse our supplier packaging where we feel appropriate, to save on necessary waste.
we do not have control over how every product is supplied to us, and in some cases, products will be supplied in original packaging to ensure its safety in transit, this may include some plastic.
Please recycle or reuse all packaging you receive from us!
Our Pre-order service allows you to purchase goods that are not stocked in our UK warehouse. Currently we do not have the facility to stock every product on our website. However, our suppliers have a extensive range of products that we believe our customers will love. Therefore we are currently facilitating a pre-order process for certain products, where once an order is received for a pre-order item, we will arrange for the order to come into the UK on our next available delivery from our suppliers.
Pre-order items may take up to 4 weeks to arrive from the date of purchase but we will contact you to confirm the estimated delivery date after purchase.
We hope that you love everything you receive from us, however we understand that sometimes there are times that you will need to return an item for one of many reasons. our return policy is simple and easy, as long as the product is able to be re-sold, Meaning the item is in the original undamaged packaging, and the product is also undamaged and unused (excludes normal examination of the product as you might do in a shop). On the occasion that you need to return something, please follow the steps below within 14 days of purchase for a refund.
1. Email firstname.lastname@example.org clearly stating:
Products(s) you wish to return
Product Reference SKU
Include the quantity you wish to return
note your reason for return
2. Wait for an email back confirming to proceed with the return.
3. return the product(s) back to us at your expense (unless pre-agreed otherwise).
Please include a slip of paper with the information from Step 1 inside the box.
The Store Room,
*Please Note* - If you are returning an item to us, you will be fully responsible for ensuring the product arrives back to us safely, covering the return shipping costs. we recommend using a trackable shipping service or purchasing shipping insurance. We would also advise that you take photographs of the package prior to returning. We do not guarantee that we will receive your returned item. We cannot be held responsible for any items lost or damaged during transit or orders returned without the correct paperwork.
Once the product has been returned, it will be checked that it is re-saleable, and all being well, you will receive a full refund. A refund will be processed back to you through the original payment method. it may take 3-5 working days for the funds to be returned to your account.
We will make the refund no later than 14 working days after the day we receive the approved order back from you.
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a return and refund.
Goods approved for return within 14 days but returned after the 28 days will be reimbursed as an e-voucher.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
There are certain situations where only a partial or no refund will be granted. This includes, but not limited to, when an item (and/or its original packaging) is returned not in its original condition, is damaged, has missing parts, or for reasons not due to our error. in these situations We may make a deduction from the reimbursement for loss in value. If we deem that a product returned to us does not comply with our return policy, and therefore we are not able to issue a refund, you will be contacted by email to rectify the situation.
We fully comply with the Distance Selling Regulations 2000 (DSR).
FAULTY, DAMAGED OR INCORRECT GOODS
In the situation where a product has arrived Faulty, damaged, or has been incorrectly supplied by us, we will rectify this as quickly as we can. please get in touch immediately, confirming your Name, address and order number, along with a brief description of the issue and a supporting photograph and/or video highlighting the issue.
If the outer packaging of your delivery is visibly damaged at the point you receive it, please check the product immediately, and please take supporting images and/or videos as proof (showing the delivery label).
Please notify us within 7 days of receiving your delivery, and we will arrange a collection/return and a replacement.
Please Do not dispose of any packaging as this could invalidate your return. All damaged, incorrect or faulty goods must be advised to us before return and returned in the same packaging as they were sent to you.
We do not accept any responsibility for the customers own breakage through misuse, replacement fraud, forward carriage or moving home, and delayed inspection.
If a replacement item is out of stock and not expected back in stock within 30 days, a refund or e-voucher will be offered.
For items over 30 days covered by a manufacturer's warranty please contact us or check the warranty supplied with your goods and contact the manufacturers. This does not affect your statutory rights.
STANDARD FREE DELIVERY OFFER
If your order qualified for free shipping and a return brings the order below the promotion threshold we reserve the right to make a charge for shipping.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. It should be noted that due to COVID-19 we are unable to handle any return package for 3 days. We will also inform you of the approval or rejection of your refund. Shipping costs are non-refundable.
LATE OR MISSING REFUNDS
If you haven’t received a refund, first check your goods have been returned to us and locate the returns notification. If 14 working days have gone past please check your tracking to make sure the parcel has been delivered. If we have sent you a refund notification and you have not received the funds contact your bank account or the credit card you used. Please be aware it may take some time before your refund is officially posted. There is often 10 days processing time before a refund is posted with Paypal due to their complicated banking system.
If you’ve done all of this and you still have not received your refund yet, please contact us using the help button on the bottom left of the home screen, and we can look into the matter for you.
Unfortunately, we do not offer refunds or exchanges on sale items. This does not affect your statutory rights.
OUT OF STOCK ITEMS
If your item is out of stock, we’ll email you to let you know as soon as we can. If you’re happy to wait and the item comes back in stock within 28 days, you’ll be billed, and the item will be shipped to you. If it’s still not available within 28 days, your order will be cancelled, and you’ll be refunded unless you’ve agreed otherwise or it’s a longer delivery item.
If you are not happy to wait, please contact us Info@pangaeahome.co.uk
HIGHLANDS, ISLANDS & BFPO
Sorry, we can't currently deliver website orders to BFPO addresses or to addresses we believe to be insecure such as PO Boxes. We deliver to most postal areas in the UK including Northern Ireland. However, geographical location and courier availability can restrict our service. We may not always be able to deliver specific products to Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man.
We are currently not taking any further orders to areas with post-Brexit customs control in the UK or EU. We are not liable for any customs charges incurred.