We do everything possible to ensure that you are 100% happy with your order, however in the unlikely event you are not completely satisfied, we ask that in the first instance you contact us quoting your name, address, telephone number, email address, order number and product ordered.
We will call you as soon as possible so you can talk to an actual human being and will ensure the best possible outcome is achieved in the fastest time. In any event, we will ensure we have resolved any outstanding issues within 14 days.
We value your custom and we value your feedback.
We currently accept Visa (credit and debit cards), MasterCard (credit and debit cards), American Express and Paypal.
You can also buy pelican story gift vouchers.
We have used best endeavours to offer you the widest and fairest choice of shipping options.
For items under 2kg we will use either Royal Mail 48hr signed for service or a trusted courier like DHL or DPD.
For items over 2kg we will use a trusted courier like DHL or DPD.
Please note for customers purchasing from outside mainland UK, shipping costs are given as an estimate only. We endeavour to give the most accurate price, but in some cases, shipping can incur additional charges. As such we may contact all international customers by email or telephone. If you have not heard from us within 7 days of placing your order, please get in touch.
We do not ship outside of the EU.
Collection in Person
If the delivery method chosen is ‘London Collect In Person, Liverpool Street’ please await a confirmation email from the Web Team before collecting your order. If you have not been contacted within 48 hours please contact us. To collect your item you will need to produce your order confirmation email upon collecting the order. If another person is collecting on your behalf they will need to show your order confirmation email at the point of collection.
Collect in Person orders must be collected within a maximum of two weeks from the point of ordering.
If you have any questions about delivery, please contact us.
Receipt of Order Confirmation
You will receive an Order Confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact us, so that we may investigate and confirm that your order has been placed successfully.
pelican story makes every effort to portray items accurately, however, slight variations may occur based on certain design methods. All measurements quoted are approximate and the reproduction of colours is as accurate as photographic and publishing processes will allow. Please note there may be variations in colours dependant on the calibration and settings of individual screens.
Your pelican story gift voucher is redeemable on our website and in person at Broadway Market, Hackney London.
To redeem, please email us to receive your unique voucher code which can be entered on the website at checkout.
Gift vouchers are valid for six months from purchase.
Gift vouchers are non-refundable and no refunds are offered on expired vouchers. The expiry date will be clearly marked on the reverse of the gift voucher.
It cannot be exchanged for a cash alternative and no credit or change can be given.
All products comply with appropriate safety and consumer regulations.
All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available. From time to time we offer products on pre-order.
Any other questions?
Please don’t hesitate to contact us if you have any other questions.