Orders
Q: How do I make an order?
A: To make an order you can browse through our online shop and select the item(s) you wish to purchase. You then select the size and colour add the item(s) to your shopping basket. To complete the order go to the Shopping Bag area where you can pay for the item.
If you have already signed up for a PilotFashion.com account you enter payment details and complete the order. If you are a new user then you can choose to set up an account by setting a password once you have placed your first order.
Q: What are the benefits of creating a PilotFashion.com account?
A: By creating a PilotFashion.com account you will be able to checkout faster, save multiple delivery addresses, view and track your orders in your account and more.
Q: Can a place an order by phone or fax?
A: Sorry, we can only accept orders on the website.
Q: Can I order items from your website that are not currently in stock?
A: You can only order items that are currently in stock. However, we regularly top up stock on our website so please keep checking.
Q: Will I receive an order acknowledgment?
A: Yes, you will receive confirmation that we have received your offer to buy items from us via email ('order acknowledgement'). We will send a further email to confirm once the items have been dispatched.
Q: What if I have a problem placing my order online or if I’m not sure it’s gone through?
A: If you receive a confirmation email then your order has gone through. If you haven’t had an email and you have registered an account, log in via the Customer Login link at the very top of the website's page. If your order doesn’t appear on the list you will need to place it again.
If you do not have a PilotFashion.com account or need some help, contact us.
Q: Can I add an item to my order after I have placed it?
A: No, you will need to place a separate order for anything else that you want to buy.
Q: Can I have my order delivered to an address other than my home address, such as work or a friend’s?
A: Yes, but only after your initial order has been delivered to your home address. On future orders you can then ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. You can even maintain several different addresses within the “My Account” section of the site to make this easier.
Q: How do I track my order?
A: You can see the status of your order at any time in the Customer Account section of the site, if you are registered with us. Tracking deliveries is not available at this time.
Q: How do I change or cancel my order?
A: Changing your order depends on the status of your order. If it has been dispatched then you will have to return the item or items once you have received them. However if the item has not been dispatched you can contact us with your amendments. We cannot guarantee that your order will be changed but we will do our best. If your order cannot be changed then we will notify you.
Q: My order did not go through but I think you have charged me.
A: PilotFashion.com will only charge accepted orders. However, if you believe this to be the case please contact us.
Q: I only received part of my order.
A: If you have only received part of your order and we have not notified you that only part of your order has been sent, then please contact us stating your Order number. We will then investigate and let you know how we intend to resolve the problem.
Q: My order has not arrived, what do I do?
A: If the order has not arrived within 10 days of the order date, then please contact us, quoting your Order / Web Receipt number.
Q: I received the wrong order.
A: If you have received the wrong order, please contact us stating your Web receipt number. We will then advise you of the next step.
Q: Why have you cancelled my order?
A: Please contact us and we will look into this for you and revert.
Payment
Q: What payment methods do you accept?
A: We accept the following major credit and debit cards: Visa, MasterCard, Maestro, Switch, and Solo. You can also pay using Paypal. Payments using Pilot store cards are not available on this website. We do not currently accept American Express, Diner's Club or JCB cards.
Q: Can I pay with a store-issued Gift Voucher or Credit Note?
A: No. Payment is not available by Gift Voucher or Credit Note issued by Pilot stores. Gift Vouchers are currently not available for sale on the website but can be purchased at any Pilot store
Q: Can I use my Pilot store card to purchase online?
A: Unfortunately, at present this payment method is not available online. We are working with our providers to be able to accept in the future.
Q: I have an enquiry about my Pilot store card
A: Pilot store cards are issued and managed by LaSer UK (formerly Creation Financial Services) as part of the Duet card scheme. Any enquiries in relation to store card accounts should be directed to LaSer customer services. Contact details can be found at Duet.co.uk
Q: Is my payment information safe?
A: Your security is very important to us. Our payments are processed via a Tier 1 Certified payment processing company, adhering to the payment card industry's highest standards of payment data security.
Q: Can I use different currencies to make a purchase?
A: We accept Pounds Sterling only. Prices are shown in Pounds Sterling unless otherwise displayed.
Q: Why has my card been declined?
A: Your bank will be able to let you know why your card has been declined.
Delivery
Q: What delivery options do you provide?
A: At this time, we offer a standard delivery option which means UK mainland customers will receive their item(s) within 3 to 5 days and customers in selected EU countries in 5 to 12 working days.
Q: How much does postage and packaging cost?
A: The cost of standard delivery to the UK for postage and packaging will cost £3.95 (per order).
Q: Where do you deliver to?
A: We deliver to the UK mainland, Channel Islands, Austria, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands and Spain. The delivery cost to these countries is £8.50 per order and takes 5 to 12 working days.
Q: Do you deliver to BFPO?
A: Unfortunately, we do not deliver to BFPO addresses at this time.
Q: Do I need to sign on delivery?
A: Yes, all deliveries require a signature on receipt. If there in no one available for a signature, the courier/ delivery company will advise you to contact them for a suitable time for re-delivery or collection of the delivery from their depot.
Q: Who will deliver my order?
A: We use Royal Mail to deliver the goods to you. On some occasions we may use other third party couriers.
Q: The Royal Mail 'Recorded Signed For' reference you sent me does not allow me to track my delivery?
Royal Mail Recorded Signed For items are only tracked after the item has been delivered. This may be a few days after posting.
Products
Q: Are all products in the Pilot stores available on line?
A: No - though a majority are. We select from the ‘Must Have’ pieces to sell on PilotFashion.com and the site may also feature some exclusive ranges from time to time.
Q: Can I receive more information on products?
A: We aim to provide you with as much information on the website as we can. However if you require more information on a product you can contact us and we will do our best to assist you.
Q: Can I find out if you will be getting replacement stock on items that have sold out?
A: Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item. However, it is worthwhile checking again in around 14 – 21 days.
Q: Where can I buy an item I have seen advertised?
A: If the items is not available on the website, contact us with as many details as possible and let us know which is your nearest Pilot store.
Q: Can I order a catalogue?
A: We do not produce a catalogue at present.
Returns
Q: How do I return an item by post?
A:
(i) To return an item by post you need a returns number. A returns number can only be obtained by emailing us at returns@pilotfashion.com. You will be issued with a returns number normally within 24 hours, Monday to Friday.
(ii) The returns number must be entered onto the returns form which appears on the back of your web receipt.
(iii) Place the duly completed returns form with the item(s) and wrap adequately and make sure they are in a fully sealed package.
(iv) Ensure that the following address is clearly marked on the package:
Website Returns
Fast Fashion Ltd
Argyle House
Collingwood Road
Coventry
CV6 5HW
(v) Ensure that you obtain a certificate of posting from the Post Office as proof of postage. Keep this in a safe place until you have received your refund, as it is your proof of postage in the event of the goods being lost in transit. Make sure the certificate of posting has the Fast Fashion Ltd name and returns address on it, and the post office date stamped confirmation on it. Allow up to 7 days for your goods to reach us.
Q: How do I return an item(s) to one of the Pilot stores?
A: Take the item to store along with your Web Receipt within 20 day’s of the date on the Web receipt. A Web Receipt is your proof of purchase, therefore you must ensure you take this with you to the store otherwise the return will not be accepted.
The item(s) must be in a re-saleable condition i.e. in original packaging, unworn, no perfume scent or deodorant marks, unwashed and complete with their original labels. Some products will be non-returnable due to hygiene reasons (Please refer to section 12.2 of the Terms & Conditions). We reserve the right to refuse a refund on items returned that are not in a re-saleable condition. A Pilot store will not accept a faulty / damaged item. If an item is faulty or damaged it must be returned directly to us.
Q: Do you offer refunds for website purchases at Pilot stores?
A: Yes, an assistant will help you to find an alternative or will refund, providing you are within the 20 day time period from the date on the web receipt, and you produce your web receipt.
A Pilot store will not be able to refund the cost of postage in the event a wrong item has been sent to you. You may obtain a refund from a Pilot store for the item and then e-mail your claim for the postage charge to returns@pilotfashion.com in the case where you have received the wrong item(s).
Q: How do I exchange for a different item?
A: You can exchange an item(s) by taking the item to one of the Pilot stores. If you are unable to return to a Pilot store, then please follow the returns procedure. You will then need to place a new order for the item(s) you require.
Q: Do I have to pay for returning the item?
A: The customer is responsible for the cost of returning goods back to us unless the item(s) received were faulty or the wrong order was sent. Please see the Returns policy for more information.
Q: When will you refund my money?
A: We will refund your money as soon as we can but please allow up to 7 working days after we receive your returned item(s). You will receive an email confirming the refund. After you receive the refund confirmation email, please allow for at least 5 working days for the money to be placed back into your account.
Your card issuer or bank is responsible for crediting your account therefore, we do not have any control from the point we apply the refund to the point it is actually credited to your account. If your card has expired or the refund has not been accepted back onto the card, we will arrange with you to refund to an alternative method of payment.
Q: What do I do if there is a problem with my return?
A: Email us at returns@pilotfashion.com.
Q: Why can’t I get a returns number?
A: You can only request a Returns Number within 14 days of receiving your order as this is the time limit on our Returns Policy. Please note, we are unable to accept back unsuitable items via post after this time.
Q: I bought an item online but it is now faulty, what can I do?
A: Follow the returns procedure which provides full details.
Pilot Stores and PilotFashion.com
Q: Can I order from PilotFashion.com and pick up from my local store?
A: No, this service is not currently available
Q: Where are Pilot stores located?
A: To find your nearest branch, please contact us
Q: Are the prices charged on the website the same as in a Pilot store?
A: Generally yes, however, promotions are run at both the Pilot stores and on PilotFashion.com. Some of these promotions may be exclusively online promotions or may be exclusively in-store promotions, or may only be available to customers in certain stores.
Q: Can an item be sent to my local store from another store?
A: A transfer can often be arranged, providing the item is in stock, and subject to a transfer charge. Contact us if you would like to do this.
General Questions
Q: What services do we offer?
A: PilotFashion.com / Fast Fashion Ltd are affiliated with the Pilot stand-alone stores. Pilot is a leading fast fashion retailer and is well known for the speed of its trends and value-for-money fashion.
Q: Where are you based?
A: We are based in Coventry, West Midlands. Full contact details are available on our contact page.
Q: I have forgotten my password (or my password doesn't work) what do I do?
A: You can reset your password at any time in the Customer Account login page. A new password will be e-mailed to you.
Q: Do you offer Student Discount online?
A: No, Sorry!
Q: I have lost my web receipt, what do I do?
A: Request a copy of the Web Receipt by contacting us.
Q: How can I find items I want online?
A: Simply use the ‘Search’ link on the website and type in the product code or a description of the item you are looking for, or use the links down the left hand side.
Q: How can I have my details removed from your mailing list?
A: You can unsubscribe from our mailing list by clicking the 'Follow this link to unsubscribe' link from any newsletter we have sent to you.
If for any reason you have any problems unsubscribing, contact us requesting your removal from our mailing list.
Q: I am a customer, how do I contact you?
A: Contact us using the Contact form.
Q: I have a trade or business enquiry, how do I contact you?
A: E-mail us at enquiries@fastfashion.ltd.uk.
If you are unable to find an answer to your question or need further help, please contact us
