Frequently Asked Questions

What courier do you use for deliveries?

We use Royal mail and DPD to send most of our UK orders. Persie reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

How long does it take for delivery?

We currently offer 3 types of delivery service: standard delivery for GB Mainland in approximately 3-7 working days; Super Saver 48 Hour Delivery and Premium Next Day.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain persie.co.uk to your safe senders list.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do you deliver to BFPO addresses?

Yes, we are now able to deliver to BFPO addresses.

Do I have to pay Customs & import charges if I live outside of the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.

I'm new, how do I order?

At Persie we go to great lengths to ensure your shopping experience is as easy and secure as possible.

Firstly you need to know your customisation information for each item you add to the basket.

Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.
More about safely buying online

Which credit cards do you accept?

We currently accept the following credit cards on www.persie.co.uk – Mastercard, VISA, Switch/Maestro, Visa Debit, American Express, Delta and Electron.

What currencies can I use?

Depending on the persie.co.uk site, the currency will either display GBP or Euros. You can change the currency via the top right hand corner of the site.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

All our online prices include VAT.

Do you offer a VAT discount to non EU customers?

Customer’s ordering from outside the European Union can contact us via telephone, live chat, or e-mail and quote the order reference number. Our customer services team will go through the process to remove the VAT off of their order.

How many items do I get?

Many of our items come in multiple packs, so when ordering, please check the ‘qty per pack’

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our studio.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

Where is my order?

Most of our deliveries are sent via Royal Mail and we will send you an automated email to let you know when your order has been dispatched.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

If unfortunately, you feel you need to return your item, please get in touch and we will go through the return process with you.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Persie we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to hello@persie.co.uk. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on hello@persie.co.uk