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Refunds and Returns

If you are not completely satisfied with your purchase, we will be happy to offer a refund, exchange or credit note, in accordance with the terms below.

How and where do I return my items

You can return your item(s) either by post or by returning it directly to our Burlington Gardens Store only. We are unable to process mail or online orders at our Sloane Street Store.

Simply return the items in their original condition, in accordance with our guidelines, to the below address:

Mail Order Department, Pickett, 10-12 Burlington Gardens, London, W1S 3EY.

Exchanging my items

We are happy to accept items for exchange only at either of our stores – 10-12 Burlington Gardens, London W1S 3EY or 149 Sloane Street, London SW3 9BZ. Please make sure that you bring your original receipt or gift receipt with you, as without this we are unable to exchange items.

How long will it take to process my return

Please allow 5 working days for returns to be processed once they reach our Mail Order department and a further 3 days for any refund to appear in your account.

Delivery and Returns Guide

Proof of postage must be obtained – as without proof no claim can be made for items lost or damaged in transit.

All returns should be accompanied by a proof of purchase, e.g. your packing slip or invoice, or a printout/handwritten details of your order if no packing note was enclosed. It is the customer’s responsibility to make sure the item(s) arrive with us and safely and in a saleable state.

Customers must pay the cost of returning the item(s) to us. If any parcels are lost, stolen or damaged in transit when returned, it is the customer’s responsibility to claim from the relevant courier company for their loss.

These conditions do not affect your statutory rights.

Non EU Returns

Pickett reserves the right to refuse any returned parcel that has attracted a customs charge.

Pickett would prefer the customer not to use FedEx where ever possible.

Can I return a personalised product?

Unfortunately, we do not offer returns or exchanges on personalised products. If in the unlikely instance that your item has been incorrectly personalised then please contact our customer Services team directly.

How do I return a product bought in store?

Returning a faulty item

In the unlikely case that you receive a faulty item, please contact our Customer Services team directly and will accept the return or exchange of the item. We apologise for any inconvenience this may have caused.

Jewellery, Handbag and Pashmina Returns

Unfortunately, we are unable to offer refunds or returns on Pashminas, Handbags and Jewellery. Please contact our Customer Services team if you feel that the item you have purchased online is not satisfactory and we will do our best to resolve the situation.

Sale Item Returns

Unfortunately, we are unable to offer refunds or returns on Sale items. Please contact our Customer Services team if you feel that the item you have purchased online is not satisfactory and we will do our best to resolve the situation.

RETURNS OR REPAIRS COMING FROM OUTSIDE OF THE EU

RETURNS

Please use the code RGR on any declaration form

If returning an item bought from us online from outside the EU it is very important that the customs declaration form is clearly marked as ‘RETURNED BRITISH GOODS’, also using the code RGR (Returned Goods Relief) on any customs declaration form. Should this procedure not be followed Pickett will not be liable for any customs or duties charges incurred when returning goods.

REPAIRS

Please use the code IPR on any declaration form

When returning an item for repair or any used goods from outside the EU it is very important that the customs declaration form is clearly marked as ‘GOODS FOR REPAIR’ also using the code IPR (Inward Processing Relief) on any customs declaration form.