Customer Service

Here at Pamper Factory, we want to you have an enjoyable shopping experience with us and find it easy and straight forward to fix things if anything goes wrong. That’s why we’ve set out all of information you may need to know, such as shipping times, returns, refunds and anything else you can think of! Of course, if we’ve missed anything, or you just need to talk – please contact us at info@pamperfactory.co.uk or call us at  +44-20-85556575   Mon-Fri 10am to 4:30pm (GMT).

Delivery Costs

Within the UK:   FREE 1st Class Recorded

Within the EU:   Depends on Total Weight of the order

Rest of the World: Depends on Total Weight of the order

Shopping With Us

You can order products displayed on this website by: 
(1) telephoning us   +44-20-85556575
(2) ordering on-line via this website.

If you have placed your order on-line, we will quickly send you an e-mail to confirm that we have received your order. The email confirmation will be produced automatically so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order, in all events we will contact you.

Your credit card details are handled by PayPal and Stripe. We do not handle your credit card details. After you click on the “Purchase” button, you are transferred to our payment gateway at the respective Payment Gateway where your payment is processed 100% by them. The secure pages are indicated by:
the address in the Address/Location bar changing from “http://” to “https://”; and a padlock symbol (or key) in the bottom right-hand status bar of your web browser.

You can pay by any, Visa or MasterCard credit card or by Switch/Maestro, Solo or Delta debit card. To ensure that shopping on-line is secure, your credit/debit details will be encrypted to minimise the possibility of someone being able to read your details as they are sent to us over the Internet.
The prices displayed on our web site are in British pounds and are inclusive of VAT.
We currently debit money from your account within one working day after we have received your order.

We utilize the services of our Payment Partners (PayPal and Stripe) to securely process your payment.

In the unlikely event of unauthorised use of your credit or debit card for a purchase at www.pamperfactory.co.uk, most banks and card issuers either cover all the charges or may limit your liability to just £50.00. If your bank or card issuer holds you liable, Pamper Factory will cover your liability up to £50.00 provided that the unauthorized use of your credit or debit card resulted through no fault of your own.

Prices

Our prices are shown below each product.
We try to make sure that the prices on our website are accurate but we will need to validate the price before we process your order. We also aim only to display items which are in stock and which can be dispatched to you quickly. If we are unable to supply a particular item which you have ordered or if the correct price for an item is different from the price on your order, we will notify you immediately after receiving your order. If this happens, you may cancel your order and we will refund you any money which you have paid.
You will be notified of the delivery costs automatically in your shopping cart at the end of the checkout.

Dispatch

We endeavor to dispatch orders within one working day of receiving the order, subject to stock availability. However, during seasonal peak demand there may be a slight delay in the dispatch of your order. If for any reason there’s a delay with the expected delivery time, we’ll contact you and explain the situation.

Delivery

All orders received before 3:00 pm weekdays are dispatched the same day
All retail orders are sent out Royal Mail 1st Class Recorded Delivery
We can deliver goods to destinations worldwide..
We aim to deliver goods to destinations in the UK well within 7 days in most circumstances (USUALLY IN 48 HOURS.)
We will make every effort to deliver within the time stated on our website but we will not be liable for any loss caused to you by late delivery. If the goods are not delivered within the delivery time which we quote, please contact us by telephone or email. We will try and ensure that you receive your order, as quickly as possible, your order cannot be cancelled after goods have been dispatched.

Returns

We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible.
You can return your order in its original unopened condition to:

Pamper Factory
Studio Wholesale Ltd
26 Gurney Road
London E15 1SH

within 30 days of the date on which you receive it. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery.
If you return the product in its original condition, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods. If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please contact us first +44-20-85556575 and we will let you know how you should send the item to us.

Refunds

Refunds are both easy as part of our total customer service. We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible.

If for any reason you aren’t happy with your purchase, we’ll give you a full refund or exchange. Simply return the item to us in its original unopened bottle with your receipt within 30 days of purchase. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery.

Please include a short note to say why you are returning the product, and include your name, address and, if possible, your invoice number.

Our returns address is:

Pamper Factory
Studio Wholesale Ltd
26 Gurney Road
London E15 1SH

If you return the product in its original condition, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods.

If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please contact us first and we will let you know how you should send the item to us.

Complaints

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.

If you feel you have a complaint you wish to make please e-mail us at info@pamperfactory.co.uk or call our Customer Service team on +44-20-85556575

We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.