Frequently Asked Questions

From who? What? How? Where? When? to style, sizing, your account, shipping, returns and more - all your Psylo questions will be answered below.

Jump to section by clicking:

MY ACCOUNT | PROMOS & SALES | MY ORDER | PAYMENTS | SHIPPING | CLOTHING | GENERAL

 

MY ACCOUNT

▼Do I have to sign up for an account to be able to order?

You can place your order by checking out as a guest.

However, registering with Psylo Fashion has many benefits and will make your shopping experience easy and efficient.

To register, click here and enter your email address, create a password and wait for the confirmation email from us, read the email for further instructions. Please make sure the email address you use is entered correctly.

Here are some benefits when you register with Psylo Fashion;

1. Enrolment in The Psylo Club reward program + Receive a welcome reward.

2. Fast and easy checkout for future transactions.

3. Easy access to your order status, tracking and order history.

4. Enjoy early access to sales and sweet deals with our exclusive discounts, promotions, and special offers.

◄How do I change my account details?

To change your account details, edit, or add addresses;

On desktop: top right corner, click on the little person icon.

On mobile: tap ‘menu’, scroll down to find account under your name

◄What is The Psylo Club? How do I join to earn rewards?

The Psylo Club is our rewards program. The Psylo Club was designed to thank you as our loyal customer for being part of our tribe. By joining the club you’ll be earning Psyloyals that can be redeemed for discounts, free gifts and lots of extra bonuses along the way. To find out all you need to know about The Psylo Club, click here.

 

Promotions & Sales

▼How can I hear about promotion and sales?

The best way to keep up to date with our special events, promotions, and sales is to sign up to our bi-weekly newsletters (at the bottom of this page), and follow us on all social media channels to get special offers.

◄How do I use a promotional code?

Our promotional codes may have specific rules, and some products may be excluded from promotional offers. Please ensure that you are familiar with these exclusions before combining a promotional code with your order.

Once you have chosen all your items that you wish to purchase, please proceed to your checkout. Then, you may enter your promotional code when entering your payment details.

◄Why can’t I use my discount code?

Our discount codes are released for limited time only. We use United Kingdom standard time, GMT+00 or BST, to set the coupon expiration date and time. Be sure to have detail information on the validity of the coupon, and cross check with your local time zone so you don’t miss out on our limited time offers.

◄I am a regular customer. Can I get a special discount?

Yes! We launched The Psylo Club - your rewards program, dedicated for our loyal customers. If you feel like you’ve been a loyal Psylo customer and want to get on our VIP list, contact us! We will look into your account and determine if you qualify. Checking out as guest in every online transaction will void this, as we won’t be able to see your transaction log. Be sure to create an account!

 

My Order

▼How do your sizes work?

You may refer to our size guide at any time, to learn more about our sizing, fit and how to measure yourself.

◄I’m interested in an item from your poster / campaign, but could not find that particular product on your store!

Feel free to contact us, we'll assist you with any question! Please attach the poster or screenshot of the product you're interested in.

◄An item I’m interested in is out of stock. How can I purchase it?

Simply request a ‘back in stock’ notification on the product page by entering your email. As soon as the item is back in stock - you’ll be the first to know!

◄Why can't I add items to my shopping bag?

Your web browser probably has "cookies" disabled. What's a cookie you ask? It's a delicious treat, but it's also a small file stored on your computer that keeps track of what you're doing on our website. This file allows us to "remember" what's in your shopping bag. Some people are worried that cookies can be used for profiling or even planting viruses. Psylo does not subscribe to either of these.

◄What happens after I place my order?

Upon placing your order you will receive an email confirmation from online_store@psylofashion.com. Make sure you add this address to your email contacts, to ensure you receive all our confirmation emails.

One of our Customer Service Team reviews your order to make sure your information is correct and that all the items that you have requested are available for immediate shipment. Our shipping department then packs your items and ship it to you.

▼What happens if the item I have ordered is out of stock?

All items are subject to availability. Usually, if an item is showing on our website then it is available to order. However, during exceptionally busy periods, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfil your order. If this is the case, we will let you know as soon as we can.

◄Will I receive confirmation that my order has been despatched?

London Store Pick-Up

You will receive a 'ready for collection' email.

Postal Delivery

We will send you an email when your order has been dispatched, with all the tracking information.

Make sure you add us to your email contacts online_store@psylofashion.com to ensure you receive this notification.

◄Why am I not receiving any email confirmation about my order?

Please check your "spam" filter settings. By rejecting unwanted junk email, you may be inadvertently blocking our messages. Some web-based e-mail (such as Yahoo, Google, or Hotmail) may block email from unknown senders; you may also need to deactivate these settings or check your "junk mail" folder. When you get an email from Psylo, we suggest you choose to "allow sender", or save our address to your email contacts. This will permit future emails from Psylo to reach you, without further problems.

◄My order hasn't arrived. What should I do?

If your order hasn't arrived by the estimated delivery date, please try the following:

Check your order's status by using the tracking number and link in your email confirmations. Check if an attempted delivery card has been left for you, as your order might be waiting at the delivery depot. Ask your neighbours if they've accepted the delivery for you. Check in any safe areas the driver may have left your package.

If you still can't find your order, get in touch by jumping on a chat, or messaging us here.

◄There is something missing from my order

We might send out orders in several different packages, so these may arrive at different times. Please be aware that this does not mean you will be charged any additional delivery cost. However, if you are still concerned about your missing item(s), please contact us as soon as you can.

▼Can I cancel or change my order?

Changing your order:

Yes, you may change your order anytime, as long as it still hasn’t been dispatched from our warehouse. Simply contact our customer service team with your order number here.

Cancelling your order:

Yes, you may cancel your purchase within 14 days of receiving your order. However, once payment has been processed orders cannot be stopped. In order to cancel your order you will be required to return your parcel with 30 days via one of our return options. Alternatively you can refuse delivery once the parcel arrives, once undelivered order returns to our centre, we will issue full refund, after deducting any shipping costs.

Find out more about our returns & exchanges here.

◄How can I ask a question about ordering?

If you can't find an answer to your question here, then please contact us by jumping on a chat, or messaging us here. A Psylo Customer Service Team will reply swiftly, and with helpful answers.

 

My Payments

▼What payment methods do you accept?

We offer a wide range of payment methods, meaning you can choose your preference.

You may pay for your purchases on our online store by any of the following options;

Credit & Debit card (Visa, Master Card, Amex), PayPal, GooglePay, ApplePay, ShopPay, or Clearpay/Afterpay.  

You will be offered this choice at the end of the order process when you reach the payment options.

To find out more about payments in this store, visit our dedicated payment info page.

◄I'm trying to pay with my credit card, but my card won't be accepted?

Please make sure you are using your card's registered address as your billing address. You have the option to edit your billing address to match the address your card is registered on.

◄I have a Gift Card/Discount Code, How can I use it?

You’ll see the option to ‘Enter a Promo Code’ at the online checkout.

To redeem the offer, just enter your code into the box.

Only one code can be used per transaction.

Make sure you do this before placing your order - promotion codes cannot be applied afterwards.

Our gift cards are not returnable or refundable.

All our gift cards last for  one year from purchase, and can be used in multiple transactions until the credit runs out.

Terms and conditions apply.

◄Why can’t I use my Gift Card?

First, check the expiry date of your Gift Card.

If the issue with your Gift Card is unrelated to its expiration date, please contact us here.

◄What currency will I be charged in?

Our store operates in the store currency of (£) GBP. We also offer payments in ($) US Dollars and (€) Euros. Psylo will always process orders in our store's operating currencies based on your location;

- Orders shipped domestically to the United Kingdom are processed in our store's default currency (£) GBP.

- Orders shipped to the European Union are processed in (€) Euros.

- All international orders are processed in ($) USD.

Product prices displayed on this website are based on our default currency (£) GBP. Exchange rates of the prices used by Psylo are refreshed periodically based on the rates at XE.com.

Exchange rates made at the point of sale are determined by the payment provider. Some banks and credit card issuers may charge extra international transaction fees even if the credit card is charged in local currency. Please contact your payment provider for more details.

▼I can’t see my local currency on your currency option!

If your local currency is not listed in the selectable options, you may use XE.com and find your exchange rate information to get an idea of how much you will be charged approximately.

◄Do the prices listed on this website include VAT?

Yes, all product prices shown on the website are inclusive of any applicable United Kingdom VAT. For those customers wishing to claim back VAT on orders outside of the United Kingdom, please note that unfortunately we do not refund any VAT requests.

 

Shipping My Order

▼Do you deliver to my country?

Yes, we ship worldwide! To find out more about our delivery services, times and costs, click here.

◄How much does it cost to deliver my order?

To cost of deliveries are calculated based on the your destination, package weight, and the courier or service you select at checkout. You may use our 'shipping rates calculator' on cart page to get an estimate of the cost. To find out more, click here.

◄How long will it take to receive my order?

Delivery times will depend on your location and the type of service you choose at checkout. To find out more about delivery times to your country, click here.

At any point, you may log in to your account or follow the instructions in the email confirmation you’ll receive from us for the latest updates about the status of your order.

◄Will I be charged for import taxes and/or customs fees?

If you live outside the United Kingdom, you will be responsible for any IMPORT DUTIES, CLEARANCE FEES or BROKERAGE fees including any other additional charges, as well as providing any information required by customs to ensure the goods are cleared.

You may use as external customs calculator to get an estimate of the additional charges by using site like International Territories Customs Calculator: https://www.simplyduty.com/import-calculator/

EU CUSTOMS AND DUTIES INFO:

SHIPMENTS VALUED UP TO 150 Euros (£135 GBP): Psylo’s web store has an IOSS identifier, and you can pay VAT while making your purchase. The IOSS system covers purchases of a maximum value of 150 Euros (transports costs excluded from the value). The identifier indicates that the buyer has paid VAT at the time of purchase and allows us to calculate and collect VAT from our customers at the checkout and pay it directly to the EU authorities without a carrier handing cost upon delivery.

SHIPMENTS VALUED ABOVE 150 Euros (£135 GBP) are liable for VAT & duty to be paid to EU authorities at the time of delivery. These costs won’t be calculated at the checkout, If you need help calculating VAT and customs duties, please contact us via chat or email.

USA & WORLDWIDE CUSTOMS AND DUTIES INFO

You will be responsible for any import duties, clearance fees or brokerage fees including any other additional charges placed upon delivery. Customs policies vary widely from country to country; please contact your local customs office for further information. Psylo Fashion is not responsible for any additional charges when they occur. You are responsible for providing any information required by customs to ensure the goods are cleared.

 

* If you choose UPS as the courier for your order, you will be asked to pay import taxes and fees prior to releasing your order from customs. If you choose Royal Mail as the courier for your order, import taxes and any other fees will be due to pay to national postal services of destination country, postal services will be in touch with you to arrange the payment and options

* Important message to customers located in Brazil - due to the new customs regulation in Brazil the customer must provide us with a  CPF - Cadastro de Pessoas Fisicas. To obtain the CPF form please contact your customs office.

 

My Psylo Product/s

▼I’ve received my order but am not sure how to wear it?

Aside from referring to the product photo, get inspired on Instagram or Facebook, or check out our Lookbooks and blog! You may also reach our customer service here. We’re always here to help :)

◄How do I wash my Psylo?

Check the label on the clothes or refer to our Material & Care guide here.

◄Are Psylo products pre-washed?

All Cotton items are pre-washed to minimize shrinking.

To make sure your Psylo keep their unique features and colours, make sure you're following the washing instructions on the label or in our care guide.

◄How do I Review My Psylo?

Share your feedback and help others by writing a review about your Psylo.

Find your Psylo by searching for the style name [desktop: top right corner, mobile: top left, in 'menu'].

On the product page, scroll down to share your review.

As a Psylo Club member, you will also earn Psyloayls for each review to share!

If you already have an account with us, simply log in to your account. In your order history you will find the link to the product. Scroll down to share your review.