Terms & conditions
Order Processing
Customer Service
Payment Options
Delivery
International Shipping
Returns
Gift Vouchers
Order Processing
All orders are processed within 24 hours of receipt Monday to Friday. Orders placed over the weekend will be processed on the following Monday. If any item you have ordered is out of stock or in production, we will contact you by phone or email as soon as we can and work out what is the best solution for you.
Customer Service
Here at whomadeyourpants? we believe in being honest about who we are, what we do, and how we do it. We're proud of what we do well and not afraid to put our hands up to what we get wrong.
We're aiming to have a whole load of information on our website about what goes on at our factory including how much waste we produce and how much waste we divert from landfill, but we also know that no matter how much you love us for that stuff, you want to be treated like a person when you contact us.
So we promise that we will:
- Respond to any email within 72 hours.
- Resolve your problem as quickly as we can - we aim for within a week but as we use external payment handling people and our website is managed by awesome offsite volunteers, sometimes timing is out of our hands.
- Be honest when we talk to you - we're not afraid to say we don't know but will always scurry away to find something out
- Do our best to do the best. We are human and will make mistakes, but everyone here wants you to love our pants as much as we do. Which is a whole lot.
- Do what we've said we will. We won't say we'll do something that we can't.
- Answer any* questions you have honestly.
*within reason, clearly. We might tell you what sort of pants we're wearing, for example (Becky certainly would, she often shows people too), but we probably wouldn't give out our home addresses or bank security numbers.
Payment Options
We accept online payments by credit and debit card, and cash payments in person at events or at our premises.
Our secure online payment facilities are provided by an external company called Nochex. We never receive or see your card details and this also means that we can't take any card payments over the phone.
Delivery
The majority of orders processed between Monday and Friday are shipped within 24 hours. Orders placed over the weekend are, in the main, shipped on Mondays. We will send an email to the address provided at the time of order to confirm when your order has been dispatched.
Orders are shipped via Royal Mail and are usually sent second class (as this seems as fast as first!) Charges for delivery to within mainland UK:
- 1 – 3 pairs £3.50
- 4 – 6 pairs £4.50
- 7 - 10 pairs £6.00
- 11 – 14 pairs £8.50
We will send our pants to any part of the world. If you want your pants to be sent to any non mainland UK destination please contact us on [email protected] or 023 8022 5536, tell us which lucky country is going to get a delivery, and we'll get you a quote for shipping quick smart.
International Shipping
We will send our pants to any part of the world so that everyone has the chance to share in their beauty, but of course good old Royal Mail only has posties working here in the UK.
If you want your pants to be sent to any non UK destination please contact us on [email protected] or 023 80225536, tell us which lucky country is going to get a delivery, and we'll get you a quote for shipping quick smart.
Returns
We are really proud of our gorgeous pants, and the wonderful women who make them, and we totally stand by the quality of our products. Sometimes mistakes happen though, so we'll always refund or exchange pants that are faulty. We're sure you'll understand that, for hygiene reasons, faults are the only reasons we can accept pants back.
If you do need to return pants to us, please call us on 023 8022 5536 or email us at [email protected] and we'll work with you to get things sorted.
Our returns policy does not affect your statutory rights*.
(Ever wondered what "your statutory rights" are? In the UK, consumers have certain rights under a couple of pieces of law: that what they've bought is of satisfactory quality (it's not faulty or defective or unsafe), that it's fit for purpose (it does what it's supposed to do), and it's "as described" (it matches it's description). Now you know!)
Gift Vouchers
Our gift vouchers :
- are available for £15, £25, £35, £50 and £75 worth of pants.
- have no expiry date
- are only redeemable at our online shop www.whomadeyourpants.co.uk
- must be redeemed with the voucher code
- have no monetary value
- are not exchangeable for cash
- are non refundable
- are not subject to discounts at point of purchase
- must be redeemed against a single order which must be equal to or greater than the value of the voucher
