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We will do our utmost to guarantee that you, the consumer, receives total satisfaction with our products and services.
All of our products are made for healthcare purposes; They are medical devices made to look fashionable and are designed with graduated compression to aid blood circulation in designated areas of the body. Please bear in mind that graduated compression has a 'clinging' and 'squeezing' nature, and therefore, may feel a bit tight when you go to put the garments on. This is totally normal and does not mean you have the incorrect size. Once the garments are on, not only will they be comfortable, but you will soon start to feel the benefits of the therapy it exerts on the body.
Agreement to Sell - Once your payment has been authorised, we enter into an agreement to sell, which means the seller 'Pebble UK' are happy to transfer property 'goods' to the buyer, however, a contract of sale is not yet made between buyer and seller, until the sellers goods have been marked by the seller as 'shipped'. We have put this in place to protect us from any mistakes made in product pricing, shipping costs, unforeseen technical issues with the website or in the rare case of us inadvertently authorising payments that have not been successful. At this stage, buyers are covered by UK Statutory Consumer Regulation.
Contract of Sale - Once we have 'shipped' your goods, we enter into a contract of sale.
Cooling Off Period - By law, consumers get 7 days after receiving their goods to change their mind about their purchased goods. We extend this to 14 days. As long as you have not opened and handled the garments, we are able to refund you in full. Please see our 'Return & Exchange' section below for more information about our returns procedure and policy.
Guarantee - Elasto-compression is guaranteed for 3-6 months, after this time, it is recommended to change your hosiery. Please note, due to the delicate nature of hosiery, holes and ladders are not deemed to be manufacturing faults, the garments will still aid blood circulation effectively.
Product Information - We make every attempt to create informative descriptions of our products, making sure that prices, sizes, colours, compressions, product numbers, size charts, titles and descriptions are all current, clear and concise. We cannot be held accountable for any changes in the manufacture or design of our hosiery and garments.
Discounts and Sales - Where we have temporarily discounted products, either as an introductory offer, during a sale or as part of marketing campaigns, availability is always 'whilst stocks last' and we regret that we cannot offer part-shipment of orders made during sales periods, meaning we can only ship the order once it has been fulfilled.
UK Free - 0800 433 4757
UK Mobile (standard network rate) - 01353 624624
Overseas (international rates) - 0044 1353 624624
Address - Pebble UK, 13 Sand St, Soham, Cambs, CB7 5AA.
Email - orders@pebbleuk.com
Open Times - Monday - Thursday, 9am-4pm and Friday, 9am - 3pm GMT.
Closures - Weekends, bank holidays and annual holiday in August and December (please see homepage).
When entering any of our competitions, unless otherwise specified, we will require product feedback and testimonials from the winners. All competition entries may be followed up with further offers or discounts and will be stored on a marketing database. If you wish to opt out of this, please email us with 'email opt out' as a the title or in the email body text or call us on 0800 433 4757.
Please call or email us immediately. We need to know the full name the order was made and the order number. Your order will be cancelled immediately (or as soon as we return to open hours) and a full refund will be made.
If we have shipped the order, do not open it when you receive it and send it straight back to us. Once received, we can issue a full refund. Your return post is non-refundable.
Please make sure all returns are unopened.
We accept returned items that have not been opened and handled or opened and tried on. Due to the delicate nature of hosiery, once opened they are susceptible to accidental damage, and due to the 'clinging' nature of this hosiery, for health and hygiene reasons, we cannot accept returns that have been tried on.
The customer is responsible for payment of return post, which is non-refundable by us, except where we have mistakenly sent you the incorrect item or in the case of a genuine, manufacturing fault. We recommend to obtain a free Proof of Posting Certificate, in case your returned goods get lost or delayed in the post. We are unable to refund/exchange/replace goods that are not successfully returned.
Refunds - Normally made within 2 working days of receiving returned goods, but could be delayed further during annual holiday closures. Please see open hours on homepage.
UK Return Period - You must inform us within 14 days of receiving your goods, you then have 14 days after that to return them for a full refund/exchange. After this time, we may still be able to offer a credit note or part-refund, for up to 45 days after you received your goods. Please contact us to arrange.
UK Exchanges - To exchange all of your order, please send it back within the Return Period for a full refund. You will then need to make a new order for your required items.
To exchange part of your order - If you opted for free delivery at the time of purchase, then return post is chargeable at £1.95. If you paid for postage at the time of purchase, then we will exchange for free. Please contact us to arrange your exchange, as there may be a refund/charge necessary to accomodate any differences in product pricing.
Every returned garment is carefully inspected and we will know if the above policy has not been adhered to. Under such circumstances, we reserve the right to refuse the return and you may be responsible for £4.00 payment of return post back to you again.
Overseas Return Period - You must inform us within 14 days of receiving your goods, you then have 28 days to return them for a full refund/exchange. We do not offer refunds/exchanges after this time, except where there is an evident delay in the postal services.
Overseas Exchanges - Please send back your item/s within the Return Period and your item/s will be refunded. You will have to create a new order for your required items.
International Shipments - Our system is linked to the International One Stop Shop (IOSS), so the UK VAT is deducted and your countries TAX is added to your order automatically (for orders up to EU 150, approx £130). This makes for a quicker, smoother progress through customs. You may still be charged duty/customs charges/handling fees when the goods arrive in your country, of which, we cannot charge for, or advise on the value of these costs, as they are different for each country. For more information please refer to your customs office or shipping company for prices.
In the case of a parcel being refused by the customer, at the point of customs, we will refund you for your order less the shipping charge and any fees accrued by refusal.
Every returned garment is carefully inspected and we will know if the above policy has not been adhered to. Under such circumstances, we reserve the right to refuse the return and you may be responsible for a payment of International Tracked return post, so we can send them back to you again. Alternatively, no refund will be made and they will be discarded (with your permission).
If a genuine manufacturing fault is found, do not try them on. Contact us immediately and specify what the problem is.
UK Customers - Please return your item/s with your delivery note to: Pebble UK, 13 Sand Street, Soham, Cambs, CB7 5AA, UK.
Overseas Customers - Please contact us by phone or email to arrange a return.
Upon inspection of the returned goods, if a genuine manufacturing fault is found, we will replace the item and refund your return postage cost.
Seller Mistake - Where we have sent you the incorrect item, do not open them and do not try them on. Please contact us immediately by phone or email to inform us.
UK Customers - Please send the item back with your delivery note. We will exchange the item for free and refund your return post. Please make sure the item is unopened and not tried on. We cannot be held accountable for changes in the manufacture or design of the hosiery or garments.
Buyer Mistake - If a mistake has been made on your part, then as long as the item/s has not been opened and tried on, or damaged, we will exchange your items. Please refer to the 'Return & Exchange' section above.
If you like what we do and what we sell, there are numerous ways of publishing your feedback and reviews. Either send us an email direct to orders@pebbleuk.com, or fill out the Trustpilot review invitation that is automatically sent to your email address, or log in to your account and select 'write product review'.
For complaints, please send an email to orders@pebbleuk.com with the subject heading 'Complaint'. Within the email, please include the associated order number and full name the order was made under. Alternatively, please write to: Pebble UK - Complaints, 13 Sand Street, Soham, Cambs, CB7 5AA, UK.
As we take payments through a 3rd party payment processors (Paypal and Fidelipay), payment authorisation is processed by a member of our staff. This confirmation simply means that we have received your payment. Authorisations are processed as soon as the office opens and/or as soon as that member of staff is at their computer.
Credit/Debit Card (Amex/Visa/Mastercard/Electron/Maestro) - You can pay using any major credit/debit card through our 3rd party payment provider, Blink360.
Paypal - You can use either your Paypal account or you can pay with a credit/debit card via Paypal.
Phone Orders - You can call us during our open hours, free (UK) on 0800 433 4757 or charged at your normal rates from a mobile on 01353 624624 or internationally 0044 1353 624624.
By Cheque - Please make cheques payable to Pebble UK. Please note: We cannot dispatch your order until the cheque has cleared.
As long as we receive your order and payment by 2pm, we will ship your order on the same day (stock level dependent).
Orders received after 2pm will be shipped the next working day.
Please note: Taking our 'Shipping Promise' into consideration, if you make an order after 2pm and Next Day Delivery is selected, the order will not be shipped until the next working day (orders shipped on a Friday are not guaranteed until the Monday).
We ship to the UK and Worldwide, using Royal Mail and selected couriers. For UK orders over £40, shipping is free, for orders between £30 - £39.99, we charge £1.50 and for order values £30 or under, you will have a choice of delivery options during the checkout stage. We do not offer free shipping to international customers, again, delivery options are available during the checkout process. More information on pricing can be found on our 'Delivery Details' page.
If you have received an automated email to say 'order part-dispatched', then 1 or more items from your order have been put on back order. This simply means that we do not have stock of these items and they will be shipped as soon as new stock arrives. You will be contacted by one of our staff beforehand to inform you of this, so you have a choice to backorder, amend or cancel these items.
If your order does not turn up within a resonable time, please let us know so we can find out what has happened. In the case of a delayed or lost parcel, we would kindly request to wait 15 working days, as it still may show up within this time. If it still does not turn up, we will forward you the order again by Next Day Delivery.
Please note if you have any underlying vascular medical conditions, please consult your GP before using compression hosiery.
