Frequently asked questions

If the answer isn’t here, email care@pembertonhare.com and a person will reply.

Orders

It is on your confirmation email, and in your account if you created one. Ours all begin with PH — if the number on your confirmation looks different, the order was placed with another shop, which is worth checking before you chase us.

If it has not been dispatched, tell us as soon as you can and we will do our best — email care@pembertonhare.com with your order number. We pick and pack within 24 hours on weekdays, so the window is genuinely short. Once it is on its way it cannot be recalled.

Email us with your order number and a photograph. Most things have a straightforward answer and we will tell you what we can see; if it is our mistake we will put it right. Please do not send anything back before speaking to us — it is usually unnecessary.

Yes — five items per order. Stock on the rare ones is genuinely limited, and the cap stops a single basket taking the last of something before anyone else gets a look. Five also sits comfortably over the free-shipping threshold, so the limit costs you nothing. If you need more than five, email us and we will see what can be done.

Shipping & delivery

Within 24 hours, Monday to Friday. Orders placed at the weekend go out on the next working day.

Typically 4–9 business days, depending on where you are. These are carrier estimates rather than guarantees — weather and customs backlogs occasionally add a day or two.

Free on orders over $75 / £58 / €54. Below that, the cost is shown at checkout before you pay.

We ship worldwide. Our pricing is all-inclusive: there are no customs charges, duties or taxes to pay on arrival, wherever you are. The price at checkout is the price, and shipping is the only addition.

Everything is fully tracked — you will get a link the moment it exists, and you can follow it on our tracking page. Parcels go to the address entered at checkout, so please make sure it is complete: street number, and the apartment, unit or room number if there is one. Add a phone number as well — last-mile carriers often call to confirm before delivering. If a delivery attempt fails, tell us and we will contact the carrier to arrange a redelivery. We cannot take responsibility for a parcel sent to an address that was entered incorrectly.

Usually not — tracking can sit still for a day or two between scans. If it has not moved for several days, email us with your order number and we will find out where it actually is and chase the carrier if it needs chasing. We would rather go and look than leave you wondering.

Returns & refunds

Yes — thirty days from delivery. Email care@pembertonhare.com with your order number and we will send you the return details. Return postage is the customer’s responsibility, and the item needs to reach our designated return warehouse in its original condition with the tags still attached, so please use a tracked service and keep the receipt.

We do not swap items directly. If something is not right, the route is a return and a fresh order — which also means you are not waiting on stock to line up.

Refunds are issued once the returned parcel reaches us and has been checked. Your bank then takes its own few days to show it.

The complete refund and returns policy is on our refund policy page.

Payment & security

All major cards, plus Apple Pay, Google Pay and Shop Pay — whatever is offered at checkout in your region.

Your card details are handled by a payment gateway certified to PCI DSS Level 1, the highest level of the Payment Card Industry Data Security Standard, and never reach our own systems. We run address and security-code checks (AVS/CV2), support 3-D Secure verification (Verified by Visa, Mastercard SecureCode, American Express SafeKey) and Strong Customer Authentication, and every transaction is protected by SSL encryption.