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Our Delivery Services

 * excludes U.K. Bank Holidays

Please note that Delivery Times are not guaranteed and may vary by postcode and location.

1.1 The UK and Europe tracked delivery services may require a signature on delivery.

1.2 If no one is available to receive the item the postal service may issue a card advising that the delivery could not be made and return the item to the delivery office. You can then arrange for redelivery or to collect the package in person with the postal service for your country.

1.3 In the interest of your security, we may require that your first order can only be delivered to the payment card billing address. Subsequent orders can be sent anywhere in the UK.

1.4 If you would like to have your order sent to separate addresses, please complete a separate order for each address. Each separate order will be charged a separate delivery charge.

1.5 If only part of your order is available, we will dispatch the items that are in stock and cancel the out of stock items. We will refund your account with the value of any item(s) of your order which have not been sent.

1.6 If your order is for two or more items it is possible that your order will be sent in separate parcels, you will not be charged for the postage on additional parcels.

U.K. Delivery

Standard Delivery charge: £2.99

We offer a Standard delivery service by Royal Mail to mainland UK destinations. We aim to deliver in 3 to 5 working days, Monday to Friday, 8am to 6pm (excluding Public Holidays; Royal Mail at times may deliver on Saturdays). The delivery charge is £2.99.

Express Delivery charge: £4.99

We offer Express delivery by DHL Express / Royal Mail to mainland UK destinations. We aim to deliver in 1 to 2 working days if the order is placed before 1pm on a working day, Monday to Friday, 8am to 6pm (excluding Public Holidays; Royal Mail may deliver on Saturdays in your area). The delivery charge is £4.99.

Orders placed after 1pm and at weekends or on Public Holidays count as having been placed on the following working day and we will aim to deliver in 1 to 2 working days from that date.

FREE UK Delivery: Order values of £50 and over

With FREE delivery orders we offer a Standard delivery service by Royal Mail to mainland UK destinations. We aim to deliver in 3 to 5 working days, Monday to Friday, 8am to 6pm (excluding Public Holidays; Royal Mail at times may deliver on Saturdays).

Note: this Free Delivery offer only applies to an overall product spend of £50 or more after any discounts are applied at checkout.

Europe Delivery 

Europe DHL Standard delivery (4 to 7 days) £5.99

Europe DHL Express delivery (1 to 2 days) £9.99

We offer a tracked delivery service by DHL to destinations including (but not limited to): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden and Switzerland.

United States Delivery

USA DHL Express delivery (2 to 3 days) £9.99

International Delivery

We are now delivering to many countries around the world. Please see the International Delivery page for a full list of countries we deliver to. We offer an Express Delivery service to all countries.

Please Note:

Where applicable (and according to minimum threshold values of the delivery country), Customs or Import Taxes and Charges are levied once an item has arrived at its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country.

We would advise that you find out what these charges may be before you place your order.

Returns are accepted within 14 days of receipt.

1 RETURNS BY POST

1.1 If you are not completely satisfied with the purchase you have made you can return the item (or items) to us within 14 days from actual receipt. You will be responsible for the cost of the return. We will give you a full refund or exchange (if requested) within 7 working days of receipt, provided the item(s) are in a re-saleable condition i.e. in their original packaging, unworn, unwashed without perfume scent or deodorant marks and complete with their original labels attached.

Some products will be non-returnable due to hygiene reasons (Please refer to Section 4 below and 12.2 of the Terms & Conditions). We reserve the right to refuse a refund or exchange for items returned that are not in a resalable condition.

1.2 To return an item by post you do not need a returns number. Refunds / exchanges for items returned after 14 days from receipt may take longer for us to process and we reserve the right to refuse late returns / exchanges requests. If a return / exchange is refused because of a late return the item(s) will be returned to you at your cost.

1.3 The reason for the return must be entered in the returns section which appears on the back of your Web Receipt.

1.4 If you require an exchange then please complete the exchange section which appears on the back of the Web Receipt.

1.5 Place the completed returns form with the item(s), wrap the items adequately and make sure that they are in a fully sealed package.

1.6 Ensure that the following address is clearly marked on the package.

Returns Dept.
Pilot Fashion

c/o Distribution Centre

Argyle House

Collingwood Road

Coventry

CV5 6HW

England

1.7 For returns from the UK, 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 / exchange as it is your proof of postage in the event of the goods being lost in transit. Make sure that this certificate of posting has our name and returns address on it and the post office date stamped confirmation on it. Allow up to 7 days for your item(s) to reach us.

1.8 For returns from other countries, ensure that you obtain a document or certificate from the postal service 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 that this proof of posting has our name and returns address on it and official confirmation of the date of postage on it. Allow up to 14 days for your item(s) to reach us.

1.9 Refunds will be made to the original payment card / method. 



2 FAULTY OR WRONG ITEM

2.1 If you receive a faulty or damaged item , you must email returns@pilotfashion.com, stating the Web Receipt number and the reasons for returning the item. UK customers should note whether a refund or exchange is required. On receipt of the email, we will normally respond within 24 hours, Monday to Friday.

3 PRODUCTS WE ARE UNABLE TO REFUND

3.1 Pierced jewellery, swimwear, lingerie or sunglasses cannot be returned for hygiene reasons.

3.2 Returns on hosiery can only be accepted if the pack is unopened.

3.3 Gift vouchers are non-returnable and cannot be exchanged for cash. These conditions do not affect your non-excludable rights under law.

4 DELIVERY CHARGES

4.1 Costs to return goods to us by post will only be refunded if you have received a wrong, damaged or faulty item. In any other case, you will be responsible for making sure the item or items reach us safely and you will be responsible for the costs of posting.

5 YOUR RIGHT TO CANCEL

5.1 In addition to our Returns Policy under the Distance Selling Regulations you the consumer have the right to cancel your contract with us within fourteen calendar days starting on the day after you receive the product(s) which are subject to the contract (referred to as the “Cooling-Off Period”).

5.2 To cancel your contract, you must notify us in writing at the address below within the fourteen calendar day Cooling-Off Period:

Returns Dept.
Pilot Fashion

c/o Distribution Centre

Argyle House

Collingwood Road

Coventry

CV5 6HW

England

5.3 You must then return the products as outlined in our Returns Policy.

5.4 Notification of return of your products via by email will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. As in 5.2 above, written notification is required.

5.5 Please note that in order to cancel your contract, you must return all the products that were covered by the order.

5.6 You must take reasonable care of the products and retain possession throughout the cancellation period and not use or wear them.

5.7 If you cancel your contract with us, we will refund the amount due to you within fourteen calendar days of the day you have given notice of your cancellation.