Enjoy Safe & Free Delivery + Easy Returns!

Free shipping for domestic orders over £100

For European orders over €150

For AMERICAN orders over $250

For international orders over £200

Shipping Information

All orders are packed and shipped from Psylo's head office in London, United Kingdom. Orders are usually processed within 2 business days of receipt. Orders placed after 12 pm are treated as if they came in the next business day. During busy periods, such as seasonal occurrences, promotional sales, or any circumstances beyond our control such as adverse or catastrophic weather conditions, processing may take longer and certain services may be permanently or temporarily discontinued. In such cases, we will use the best alternative service. Orders are then sent by Royal Mail or their international partner - Parcel Force, or UPS for fast and secure delivery. You will be notified via email by the courier.

Your Delivery Address

Please provide us with a full shipping address, email address and contact number.

Delivery Times & Costs

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UK DELIVERY (DOMESTIC)

IN-STORE PICK-UP - Free

Orders ready for pick-up within 72 hours**.

Collect your order in-store at our Camden shop, during operating hours. You will be notified as soon as your order is ready for pick-up in-store. Please bring a copy of your order confirmation email and show it to our team. You can have someone picking your order on your behalf, just make sure to give them a copy of the confirmation email. 

** If you need your order ready sooner, please contact our customer service before placing your order.

 

ROYAL MAIL 1ST CLASS UK DELIVERY - starting at £4.70* / Free for orders over £100

Delivery within 1-5 working days**.

Aims to deliver next working day. This isn't a tracked service, as information will only be available online at the point Royal Mail tries to - or successfully - deliver your item/s. Signature required.

 

ROYAL MAIL 2ND CLASS UK DELIVERY - starting at £4.10*

Delivery within 1-5 working days**.

2–3 working day delivery, including Saturdays. This isn't a tracked service, as information will only be available online at the point Royal Mail tries to - or successfully - deliver your item/s. Signature required.

 

ROYAL MAIL SPECIAL DELIVERY GUARANTEED BY 1PM NEXT DAY- starting at £7.00*

Delivery within the next working day**.

Aims to deliver next working day before 1pm. This is a tracked service, with SMS and email notifications. Please also allow up to 72 hours for packing.

For a Saturday delivery before 1pm, please place your order by Friday 1pm.

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EU DELIVERY

ROYAL MAIL INTERNATIONAL TRACKED DELIVERY - starting at €11* / Free for orders over €150

Delivery within 5-9 working days**.

Fully tracked service to worldwide destinations, signature not required.

To track the progress of an item visit royalmail.com/trackdetails

You may be required to pay additional import duties and/or clearance fees.

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North, Central & South America DELIVERY

ROYAL MAIL INTERNATIONAL TRACKED DELIVERY - starting at $11* / Free for orders over $250

Delivery within 5-9 working days**.

Fully tracked service to worldwide destinations, signature not required.

To track the progress of an item visit royalmail.com/trackdetails

You may be required to pay additional import duties and/or clearance fees.

Orders eligible for free shipping deal and are over 2kg will be shipped with Royal Mail's partner - Parcel Force, using the Worldwide Express service (delivery within 4-6 working days).

 

UPS WORLDWIDE SAVER DELIVERY - starting at $25* / Free for orders over $300 (selected destinations)

Delivery within 3-6 working days**.

Fast and reliable service for urgent shipments to worldwide destinations.

You may be required to pay additional import duties and/or clearance fees.

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MEXICO DELIVERY

PARCELFORCE WORLDWIDE PRIORITY DELIVERY - starting at £36* / Free for orders over £200

Delivery within 7 working days**.

Fast and reliable service for urgent shipments to worldwide destinations. You may be required to pay additional import duties and/or clearance fees.

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WORLDWIDE DELIVERY

ROYAL MAIL INTERNATIONAL TRACKED DELIVERY - starting at £9* / Free for orders over £200

Delivery within 5-9 working days**.

Fully tracked service to worldwide destinations, signature not required.

To track the progress of an item visit royalmail.com/trackdetails

You may be required to pay additional import duties and/or clearance fees.

Orders eligible for free shipping deal and are over 2kg will be shipped with Royal Mail's partner - Parcel Force, using the Worldwide Express service (delivery within 4-6 working days).

 

UPS WORLDWIDE SAVER DELIVERY - starting at £21* / Free for orders over £250 (selected destinations)

Delivery within 3-6 working days**.

Fast and reliable service for urgent shipments to worldwide destinations.

You may be required to pay additional import duties and/or clearance fees.

* The cost of our delivery service depends on the weight and exact destination of your Psylo order. Use the 'shipping rates calculator' at checkout for exact delivery cost. Shipping costs are excluding tax and duty.

** Psylo deliveries will remain in place and are guaranteed. However, delivery times are not guaranteed and the times here are subject to delays due to the COVID-19 ongoing situation.

Customs and Duties

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.

?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)

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.

Where Is My Order?

After posting your order with the courier service, we will provide you with your tracking number and how to track your delivery via email or SMS. Make sure to add online_store@psylofashion.com to your email contacts to ensure you receive our emails.

Alternatively, you can log in to your account anytime to check your 'order status' and delivery tracking.

If your order is being shipped with Royal Mail, you can track your delivery here. You will need the tracking number provided to you via email and/or SMS.

SUSTAINABLE PACKAGING

CLOTHES' HANG-TAGS: We use recycled paper for hang tags, attached to clothing with a hemp string.

INNER PACKAGING: Each garment is individually packed in a biodegradable bag made from cornstarch to protect it during its journey to you.

RETURNS INSTRUCTIONS: A recycled paper is enclosed inside the package, explaining how to return the item and ways to contact our customer care team.

ENVELOPES: We use 100% recyclable sugar cane envelopes for most deliveries. Sugar cane is an eco-friendly alternative to standard polythene mailing bags and is the greenest solution on the market. It is a bio-based naturally-grown raw material with no compromise on strength or quality. The CO2 taken from the atmosphere in the growing process offsets the carbon dioxide emitted through production and transport. For shipments with UPS or Parcelforce, we use 100% recyclable PVC envelopes provided by couriers to ensure a safer journey during shipment.

PACKAGING TAPE: We use 100% recyclable self-adhesive paper tape which has high elasticity and tear-resistance once applied.

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ONLINE RETURNS

EXCHANGE & RETURNS - SATISFIED OR REFUNDED.

Thank you for shopping at Psylo. If you‘re not entirely satisfied with your purchase, we‘re here to help!

We offer a refund, an exchange or gift-card, on purchases returned within 28 days of receiving your order.

For items purchased on this website, we offer a return service via post and expect our customers to be responsible for the shipping costs of returns. Once you contact our team by submitting the return form or directly by email, we will calculate the cost of the return for you by our carriers and will deduct the amount from your refund. If you live in the United Kingdom - our return service is free for orders over £100 (one free return label per order).

Before returning your item/s, make sure you carefully read the instructions below and get in touch with our customer service below:

· RETURNING GUIDE ·

The following guide explains the different kind of returns and how to execute in which case:

How do I return unwanted or unsuitable Item?

If you simply change your mind about the item you have bought from us online, you can return it to us for a refund (the initial delivery charges are non-refundable), an exchange or voucher code, within 28 days of receiving your order. You will need to post your return back to our UK centre. Make sure you get in touch with our customer service, before returning your item(s).

To be eligible for a return, the item/s must be in a resalable condition and:

1. Your item must be returned in the original packaging, with all the tags and labels attached. Please note that once tags are removed, your purchase is no longer eligible for exchange or refunds. Extra care must be taken when trying on clothing, please ensure you are not wearing any makeup, fragrance or deodorant that may leave a scent or mark.We can’t, for example, accept a return of an item that smells, stained, shows signs of being worn or washed, and has a wear and tear type of damages.
2. In the interests of hygiene, underwear, bras, and/or earrings cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back for a full refund.
3. Our gift cards are not returnable or refundable. All our gift cards last for one year from date of issue, and can be used in multiple transactions until the credit runs out.

We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you keep hold of your proof of postage. Psylo is not responsible for any items not received or lost. Until we receive your return to our warehouse, the items and their condition remain your responsibility. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

We‘ll send you an email to confirm your return has been received and that your request is being processed. Refunds will be credited back via the original method of payment. Please allow up to 28 days for your refund to appear on your bank statement. If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable.

To return an item, make sure you first contact our customer care team by using our dedicated Return Request Form here.

How do I return a faulty item?

In the unlikely event you receive an incorrect or faulty item from us we will refund any return postage costs incurred. A member of our Customer Care team will contact you in order to arrange this. We cannot, however, be responsible for, or comment on any such case until the item has been returned, assessed by our team and confirmed as faulty.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

The UK Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your item you’re entitled to the following:

1. UP TO 28 DAYS- IF YOUR GOODS ARE FAULTY, YOU CAN GET REFUND.
2. UP TO 6 MONTHS- If it can't be repaired or replaced, then you're entitled to a full refund in most cases.

UK Orders:We will then send you a free returns postage label.

European & International Orders: We will reply to your email as soon as possible, with more information and details of your next steps. We will provide you with a return label to send your return back to our UK warehouse.

You have 28 days from the date of delivery to return your order. For faulty items that have been worn/used or for returns outside our Return Policy, please email us for further assistance. These may be accepted at the discretion of Psylo Fashion.

How do I exchange an item?

You can post your item back and get an alternative size or another item. Just get in touch with our Customer Service team and we can arrange this. Once an exchange has been agreed you will need to follow the returns process. Customers will be responsible for all shipping costs, including the cost of sending your exchange.

Can I return an item that is on sale?

Yes, you can return your sale items with proof of purchase within 28 days of delivery or receipt.

Can I return an item if it was purchased using a gift card?

If you paid for your whole order with a gift card, your order will be refunded onto the original payment gift card. If you paid with a combination of payment card and gift card, we'll refund anything you paid for with your gift card first, and then refund any outstanding credit you are owed on to your original payment card. Our gift cards are valid for one year from date of issue.

Can I drop-off my return at Psylo Camden?

You're welcome to return in-person, by visiting our Camden Shop Monday-Friday only, during our opening hours.

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STORE RETURNS

THE FOLLOWING APPLIES TO ITEMS PURCHASED FROM
A PSYLO FLAGSHIP STORE ONLY

Please retain your receipt as proof of purchase.
Items can be exchanged at the Psylo shop purchased from, or via post. For shop returns via post please refer to our ‚online returns‘. Where possible we will exchange or issue a credit note, for use within 6 months; for any items not used (including sale items) within 28 days of their purchase. We are unable to issue a refund where an item is unwanted. If any item purchased is not of a satisfactory quality, please return the item with the receipt where possible to a Psylo store, and a refund will be issued if appropriate. Due to hygiene reasons underwear or bras cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back for a full refund. For any exchanges and return inquiries, on items purchased from one of our wholesalers, please contact the wholesaler directly.

Still got a question, concern or feedback? Contact our Customer Service Team here.