Pashley

The Collection

Accessories & Attire

FAQs


We’ve answered a selection of frequently asked questions below. If your question is not in the list, please contact us at hello@pashleycollection.co.uk or call +44 (0)1789 413113 and we will be happy to help.

 

Ordering Information:
Delivery:
Account Information:
Returns Information:
About the Collection:
Security and Privacy:
General Enquiries:
About Pashley Cycles:

 

 

Ordering Information:

 
How do I place an order?
 
  • First, find items you like by browsing through the different product categories, e.g. accessories, ladies’ attire or gents’ attire. On the category pages you can click on thumbnail photos of each product for information about the item, with the option of purchasing. To help filter the products on each category page, there is also a drop-down menu that allows  product selection by type, for example ’t-shirts’ or  ‘blouses’.
  • When you find an item you’d like, select the quantity you wish to buy and click ‘add to basket’. A message will then appear in the top right of the screen to confirm that the item has been added to your basket, with a link to ‘view basket.’ Click on this link if you wish to view the contents of your basket and begin the checkout process, or simply go back to browsing the site if you wish to continue shopping.
  • On the ‘basket’ page the quantity of items ordered can be changed, updated or removed.
  • When you are ready to order the items in your basket, choose your shipping method from the options listed. If you have a promotional code, be sure to enter it in the ‘promotional codes’ box, then click ‘checkout.’  
  • You will then be guided through the checkout process. New customers will need to create an account with us as a part of this process – all that is required is that you choose your own password. During checkout we will ask for a delivery address and payment card details. The delivery address will be stored to facilitate any further purchases you may wish to make, but we will never store any card details. Pashley does not release customer data (names, telephone numbers, e-mail or postal addresses) to any other party.

 

How do I know which size I need?
 

Please click here for help with choosing the correct size; our size guide offers detailed measurements of our items.  

If you need further help with sizing, please contact hello@pashleycollection.co.uk  or call +44 (0)1789 413113. We will be pleased to help.
 

What payment options do you accept?

 

We accept any of the following cards:

  • Visa
  • Visa Debit (Delta)
  • Visa Electron
  • MasterCard
  • UK Maestro
  • International Maestro
     
Can I change or cancel my order?

 

We are unable to change your order once you have placed it, as it may already be on its way to you.   We try to work speedily so that orders arrive as quickly as possible.

If you wish to cancel an order, you may do so within 28 days, beginning from the day your order arrives.

Please see our Returns Page, along with the Terms and Conditions of Supply, for full information.
 

Do your prices include VAT?

 

All prices for products delivered within the European Union include VAT where applicable. The VAT charged will be UK VAT.
   
For products delivered outside the European Union, VAT is not charged although the price shown on the website remains unchanged.
 

 

Delivery:

 

What are your delivery options and charges?  

 

Our pricing and estimated timings for delivery are shown on our Delivery Page.

 

How long does delivery take?

 

We aim to deliver your order within 3-5 working days for UK, Channel Islands and Isle of Man destinations. For orders outside of the UK we aim to deliver within 7 days, although we cannot guarantee this and in some cases it may take up to 2 weeks.

We will work quickly to ensure orders are sent out as soon as possible and we will try our best to ensure the fastest delivery possible. We have carefully selected reputable couriers who will also do their best to deliver items safely and quickly, but please be aware that we cannot guarantee absolutely the delivery times given above.

 

What happens if I'm not in when you deliver?

 

All deliveries are generally made within working hours (Monday-Friday, 8am-5pm) and must be signed for. You may therefore wish to nominate a secure address where someone is available to sign.  

If there is no response when our courier attempts delivery, they will leave a card  to notify you of your options. It is your responsibility to arrange re-delivery with the courier within the specified time - please see our Delivery page for more information.

 

Do you deliver to international destinations?

 

Yes, we can accept orders from outside of the UK. Please note that customers ouside of the Europena Union will be responsible for any import duties and taxes levied when an order reaches its delivery destination.  Click here to visit our Delivery page for further information.

 

How do I know which delivery option to choose?   

 

We have four delivery options, dependent on where you live:

  • UK, Channel Islands & Isle of Man: includes destinations in the UK Mainland, Highlands & Islands and Northern Ireland. It also includes the Channel Islands and Isle of Man.
  • Europe EU Zone+: includes all European Union destinations. It also includes Norway, Switzerland, Liechtenstein, Andorra, & San Marino.
  • USA & Canada: includes destinations in the United States of America and Canada.
  • Rest of World: includes other destinations not mentioned in the above three options.

 

Account Information:

 

How do I sign up for an account?

 

You will create an account when you first buy an item from The Pashley Collection; the checkout process will guide you through this.

 

How can I change my account information?

 

If you would like to change or update your online account information, simply click ‘My Account’ in the top right-hand corner of each page, or click here to go the ‘My Account’ page. Enter your email address and password and you will then be able to edit the details you originally supplied.

 

I've forgotten my account password, what should I do?

 

This is easily done. Please click ‘My Account’ in the top right corner of any of our web pages, which will take you to a login screen with a ‘forgotten your password?’ link next to the password entry box. Click on this link and enter your email address when requested, so that we can send you a password reminder email.

 

Returns Information:

 

What is your ‘returns and refunds’ procedure?

 

If you wish to return something you have purchased from the Pashley Collection website, we would be happy for you to do so up to 28 days from the date you received your order. We ask only that you return the item in un-used condition, in its original packaging and with all original tags intact. Please see our Returns Page for further information.

 

What do I do if I think my item is faulty?

 

Firstly, we apologise for any inconvenience caused if you have received an item that has a manufacturing fault. The Pashley Collection is rigorously quality-tested and it is important to us that all of our products meet these high standards.

All faulty items will need to be returned to Pashley to be assessed. To arrange this, please call Pashley on +44 (0)1789 413113 or email returns@pashleycollection.co.uk.

 

What should I do if my order is missing, incomplete or damaged?

 

We hope that all orders will arrive in one piece. If this does not happen, please call us on +44 (0)1789 413113 or email hello@pashleycollection.co.uk and we will do our best to help.

 

About the Collection:

 

Where is The Pashley Collection manufactured?

 

In keeping with Pashley’s guiding principles, we place great emphasis on British design and manufacture throughout The Collection. We value British craftsmanship highly; this is reflected in the fact that many of our products are created from locally-sourced materials and made by British manufacturers. Please click the ‘Details’ tab on the individual product information pages to see where each item is made.

 

Security and Privacy:

 

Is my personal information stored securely?

 

At Pashley we believe that keeping your information safe and secure is of paramount importance. We will never pass this information on to any third parties.

For all queries relating to security and privacy, please see our Privacy Policy.  If your question isn’t answered here, please call us on +44 (0)1789 413113.

 

Do you use ‘cookies’ on the Pashley Collection website?

 

Yes, we use cookies to keep track of what you have in your basket, show you your recently viewed products and to remember you when you return to our site.

Cookies are tiny text files stored on your computer when you visit certain web pages. To order products on www.pashleycollection.co.uk, you need to have cookies enabled. If you don't wish to enable cookies, you'll still be able to browse the site and use it for research purposes. Most web browsers have cookies enabled, but see our Cookie policy for help to turn them on should you need to.
 

 

General Enquiries:

 

I would like to offer feedback. How can I get in touch?

 

Here at Pashley, we hear from our customers quite often and cherish this valuable feedback. Indeed, The Pashley Collection was created as a direct result of customer feedback  requesting Pashley accessories and attire. We hope  that this new  collection will live up to expectations, but – as ever - we await more feedback eagerly –positive or otherwise.

We always have time to talk to our customers and provide support whenever needed. If you have a query about any aspect of our product range or website, we will of course be pleased to help you.

There are a few ways you can get in contact with us – please use whichever method is easiest for you:

Our email address is hello@pashleycollection.co.uk
Our telephone number is +44 (0)1789 413113
Our postal address is:

The Pashley Collection
Masons Road
Stratford-Upon-Avon
Warwickshire
CV37 9NL
UK

 

How do I sign up for a newsletter?

 

If you would like to sign up to learn more about Pashley news and promotions, please click the ‘Newsletter Sign Up’ link at the bottom right-hand side of any page on our website. Enter your details into the pop-up box that appears, click ‘Sign Up’ and you will be added to our mailing list. We don’t send emails too often; only when we’ve got something really special we might want to let you know about.

 

About Pashley Cycles:

 

Where can I find out more about Pashley Cycles?

 

To learn more about Pashley Cycles and its range of British hand-built bicycles and tricycles, visit the main website at www.pashley.co.uk.

 

How can I contact Pashley Cycles?

 

You can contact Pashley Cycles by calling +44 (0)1789 292 263 or emailing hello@pashley.co.uk.

 
Where can I buy a Pashley cycle?

 

There is a useful dealer locator on Pashley Cycles’ main website. Or,  to find UK dealers click here; for international dealers click here.

 

 

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