- Where’s my order?
- Do I have to pay customs?
- There is an item missing from my order, what do I do?
- What are my payment options?
- Can I make changes to my order once it’s been placed?
- I have received the wrong item / faulty item, what do I do?
- What size am I?
- When will my order be shipped?
- What happens if i’m not in to sign for my parcel?
- Will I get order confirmation?
- What are my delivery options?
- Do you ship worldwide?
- How long does it take to process my return?
- Can I exchange an item?
Where’s my order?
Track your order using this link - https://www.royalmail.com/track-your-item#/
All you will need is your 16 digit tracking number.
Do I have to pay customs?
Pharaoh London cannot control any duties/taxes applied to your package. Your may be charged taxes that Cats got the cream are not responsible for. You will be responsible for paying additional charges for customs clearance. Different countries have different custom policies; please contact your local customs office for further information.
If you refuse a shipment from Pharaoh London, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
There is an item missing from my order, what do I do?
We are so sorry to hear that an item is missing from your order-not cool!
Please email us on email@example.com, with your full name, order number and the missing item so our customer service team can resolve this for you ASAP!
What are my payment options?
We have you covered! We accept payments by Visa, Visa Debit, Paypal, Stripe, Apple pay and Google pay.
Can I make changes to my order once it’s been placed?
Unfortunately we cannot amend your order once it’s been placed as our team will already be preparing your items for shipping.
I have received the wrong item / faulty item, what do I do?
We are so sorry this has happened! We aim to get orders correct every time, however sometimes we make mistakes. Please email our customer service team on firstname.lastname@example.org, with your full name and order number along with the missing item or faulty item. If you are within the UK please send us back the item with the returns slip provided. We can then exchange the item or issue you a full refund.
What size am I?
Unsure what size to buy? Please view our size chart to help you decide!
When will my order be shipped?
Orders received before 3pm Monday to Friday will be shipped the same day. Orders are not shipped on the weekends or bank holidays. If there is a delay with your order will we contact you to let you know.
What happens if i’m not in to sign for my parcel?
If your not in don’t sweat it! We ship all our orders with the Royal Mail who will leave you a postcard so you can either pick it up from your local post office or arrange a redelivery online.
The Royal Mail will also send you a text and email with your tracking number so you can see where your order is! This will only occur if you provide your phone number and email address.
Will I get order confirmation?
Yes girl! As soon as your order has been processed you will receive email confirmation. When we have shipped your order you will receive another email!
What are my delivery options?
Our Uk shipping options are; Royal Mail Tracked 24, Royal Mail Tracked 48, Special delivery before 9am and Special delivery before 1pm. Please click here for more delivery information. link
Do you ship worldwide?
Yes! Take a look at our shipping page for more information.
How long does it take to process my return?
We aim to process your return ASAP however once received back to us, it can take up to 5 working days. If you haven’t been contacted about your return; either through a refund confirmation email or confirmation of exchange email, within 14 days of you sending the return back please contact our customer services team via email@example.com. Please remember to include proof of postage or the tracking number!
Can I exchange an item?
Sure! As long as the products you are exchanging share the same product code. If you want to exchange for a different colour, both colours must be the same price. Exchanges also depend on availability of the item. If the item is out of stock you will be issued a refund. Any items returned for an exchange which aren’t in the original condition will not be eligible for an exchange. In this case we will offer to return the item to you.