Frequently Asked Questions
HOW TO ORDER
HOW CAN I PAY FOR MY ORDER?
We currently only accept payment by PayPal.
IS IT SAFE TO ORDER ONLINE?
We use encryption systems sensitive information, such as your name, address and your credit / debit card details.
DO I GET A CONFIRMATION OF MY ORDER?
Once you've placed you order, you will receive an order confirmation email at the address you have provided. When your order is processed, you will receive a second email to let you know that your order is on its way. If you have not received your order confirmation email please check your email spam before contacting us.
CAN I CHANGE OR CANCEL MY ORDER?
It is not possible to amend any order details after you have placed it. You have the right to cancel your order under the consumer protection act. To cancel an order, you must email us first then return the goods to us as soon as possible. Postage for cancelled orders is not refundable.
WHAT IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
Please email us with your order number, product code(s) and return the item following instruction under ‘Refund & Exchanges’ We'll endeavor to resolve this as soon as possible.
WHERE IS MY ORDER?
As soon as your order is dispatched, we will send you an email with further details. You can track your order below:
Please enter your order number:
WHAT HAPPENS IF I AM NOT IN WHEN MY ORDER IS DELIVERED?
In the event that no one is available to collect your parcel, it will be sent to your local Post Office. You will receive a calling card to use for collection from the Post Office.
WHAT ARE MY DELIVERY OPTIONS?
Please visit our Shipping Information section.
DO I HAVE TO PAY FOR CUSTOM/ IMPORT CHARGES? FOR OVERSEAS DELIVERIES ONLY.
Customs & Import Charges may apply. Customs and import duties are charged once the parcel reaches its destination country. Unfortunately, we have no control of these charges and they must be paid by you. To avoid any unexpected surprises, we suggest you check out what import charges may apply before you order!
REFUNDS & EXCHANGES
HOW DO I RETURN AN ITEM?
For instructions on how to return an item please visit our Refunds & Exchanges section.
WHAT IS YOUR RETURNS POLICY?
For details on our returns policy please visit our Refunds & Exchanges section.
DO YOU REFUND THE DELIVERY CHARGE?
Delivery charges are only refunded if your product is damaged or faulty.
WHAT SHOULD I DO IF I'VE FORGOTTEN MY PASSWORD?
If you can't remember your password, you'll need to reset it. Simply click Forgot Password on the login window.
HOW DO I CHANGE MY EMAIL ADDRESS?
Just log into your account using your current email address. Click on 'edit email address/password, type in the new details, save, and done!
HOW OFTEN DO YOU GET MORE STOCK IN?
We will do our best to restock hot items so if your favorite item is sold out, please check back regularly and you might find it in-stock again!
HOW CAN I CONTACT PETIBISOU?
Please email us at firstname.lastname@example.org and we will do our best to assist you within 24 hours.