Help & FAQs
- Help and Frequently Asked Questions...
If you have any queries that aren't answered on this page please don't hesitate to contact us at support@pelicanpear.co.uk , or on 01432 351 311.
Payment Questions:
- What methods of payment do you accept? We accept all major forms of credit and debit card. Including: Mastercard, Visa, Electron, Solo and Maestro. We regret that we currently cannot accept Amex, Diners or JCB.
- What payment methods can I use? You can either pay online using your card, or you can give us a call and we will take your order and card details over the phone. For further information please email us or give a ring.
- When will payment be taken from my account? We will take payment from your account when we despatch the goods from our warehouse.
Product Questions:
- A product is out of stock; when will it be due back in? We aim to keep all lines on our site in stock at all times. Unfortunately during busy periods we may sell every last one (sorry about that!). We will endeavour to replace these as soon as possible, and will try and give estimated dates of arrival where possible.
- Do you have a shop I can visit? We do not currently have a shop, we are an online only business.
Order Questions:
- I have received my order but some items have been sent incorrectly, missing or are damaged. What do I do? If this happens, firstly, we're very sorry! Please either email us at support@pelicanpear.co.uk or call us on 01432 351 311. Please have your name, address and order number to hand in order to facilitate a quick turn around of the problem (if you don't have these its not a problem but you will have to bare with us whilst we find your order!). We will provide you with a Unique Returns Code and discuss your return on an individual basis with you. Please see our Terms and Conditions(/company/terms-privacy) for full details of our policies.
- I've ordered a product that isn't in stock. Our system shouldn't allow you to order an items that is not currently in stock, however, as the system is run by humans there is the chance this could happen! If for any reason there is a problem with availability we will get in touch as soon as we can, and help in any way to reach a happy conclusion for you.
- I havn't had an Order Confirmation email. Please contact us at support@pelicanpear.co.uk or by phone on 01432 351 311 and we will investigate any issues. When contacting us please supply and many details as possible to allow us to track down your order. Sometimes there may have been a small typo when entering your email address, the email may still be bouncing its way too you, or we may never have received your order. Whatever the reason, we will get it sorted for you as soon as possible.
- I havn't received my order. See our Delivery Information page for further information about delivery timescales. If you don't receive your order in the timescales given please get in touch with us and we will track it down for you.
Delivery Questions:
- How is my order delivered. We have different methods of delivery depending upon size, weight and value of your order. When ordering you will be given an option for standard delivery or for next day. (Please note next day has certain conditions). Standard delivery will usually be delivered by Royal Mail and Next Day via APC, however we will use whichever service we feel is the most efficient and suitable for your purchases.
- What if part of my order is out of stock. Our site will not allow you to order any item that is out of stock. If for any reason you have added any item that is out of stock we will contact you immediately.
- I will not be at home when my item is delivered. We would advise that an item is delivered to a location that has someone present to sign for it. Please see our Delivery Information page for further details on this.
- Can I track my order. When your order leaves our warehouse we will send you a despatch confirmation email. If your order has been sent via courier we will include your Order Reference in this email along with instructions on how to track your parcel. (Its nice and easy so don't worry!)
Account Questions:
- I have an account but can't remember my password/my password isn't recognised. In instances like this, please check that you do not have the CAPS LOCK on, and that you are entering your password exactly as when you registered. If this still doesn't work please click on the 'Forgot Password' link in 'Register/Sign In' screen. This will then take you through the steps to receive a new password. We do not store your password anywhere on our systems so will be unable to retrieve it should you lose it.
- I want to alter/remove an address from my account area. You can update your address details from your My Account area. Do this simply:
- Sign in to your account.
- Click on 'Address Book'.
- To edit you address click on 'Edit' and change your details as necessary.
- To delete an address click on 'Delete'.
- To update your password. Click on 'My Details', enter your new password and click 'Update'
Contact Questions:
- I have sent you an email but have not had a reply. We will always aim respond to an email within 24hours, and aim to reply within a few hours at the most. If you have still not had a reply after 24hours please phone 01432 351 311 and we will ensure that an answer is given to you.