Shipping policy

Psylo’s Free Shipping Deals

We offer worldwide free shipping for orders over £500 GBP. Free shipping deals exclude any customs fees or taxes. Terms and conditions apply.

In the United Kingdom, we also offer a free in-store pick-up from our Camden shop (during operating hours) and a reward-based free return service for orders over £500.


Shipping Information

  • All orders are packed and shipped using sustainable packaging from Psylo's head office in London, United Kingdom.
  • Orders are usually processed within 2-3 business days, excluding UK bank holidays, of receipt. Orders placed after noon 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 Evri, UPS or DHL for fast and secure delivery. You will be notified via email by the couriera bout about import taxes.
  • Shipping costs are weight-based and depend on the destination, so will be calculated at checkout (see more information below).

Your Delivery Address

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

 

 

Delivery Services, Times & Costs

 

PICK-UP
Orders ready for pick-up within 72 hours | Free 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. If you need your order ready sooner than 72 hours, please contact our customer service before placing your order. 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.

Customs and Duties

If you live outside of the United Kingdom, you will be accountable for any import duties, clearance fees, brokerage fees, and any other additional charges. These charges will be collected by your local authority and are not paid on this website. 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. Refusing a delivery will result in the package being abandoned, and you will not receive a refund. For any inquiries regarding your order, customs, or delivery, please contact us through chat or email.


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 customerservice@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, track your delivery by visiting https://www.royalmail.com/track-your-item# You will need the tracking number provided to you via email and/or SMS.

Non-Delivery Policy

At Psylo, we strive to ensure that all orders are delivered promptly and securely to our customers. However, we understand that issues may occasionally arise. To address such situations, please review our policy below regarding items marked as delivered but not received:

1. Reporting a Non-Delivery Issue

If your order has been marked as "Delivered" by the carrier, but you have not received it, you must notify us within 30 days of the expected delivery date. Please contact our Customer Service team with the following information:

  • Your order number
  • Tracking number
  • Confirmation of the shipping address
  • Any relevant details or evidence (e.g., confirmation from a neighbour, building manager, or security footage)

2. Investigation Process

Upon receiving your report, we will:

  • Verify the Tracking Information: We will review the tracking details provided by the carrier, including the delivery address, date, and time.
  • Contact the Carrier: We may contact the carrier to request additional information or to open an investigation regarding the delivery.
  • Provide Updates: We will keep you informed throughout the investigation process and notify you of any findings or actions taken.

3. Resolution Options

If a non-delivery claim is submitted within the 30-day period and we confirm that the item was not received, we will offer one of the following resolutions:

  • Replacement: We will send a replacement item if it is in stock.
  • Refund: We will issue a full or partial refund to the original payment method if a replacement is unavailable.
  • Store Credit: As an alternative, we may offer store credit for the value of the item.

Please note that resolution options may vary depending on the investigation's outcome and our store's discretion.

4. Claims Made After 30 Days

Claims made after the 30-day period will not be eligible for investigation or compensation. It is the customer's responsibility to notify us promptly if an issue arises.

5. Exclusions

This policy does not cover instances where:

  • The customer provided an incorrect or incomplete shipping address.
  • The carrier confirms that the item was delivered correctly to the provided address.
  • The delivery was confirmed by a signature (if the service is applicable).

6. Preventative Measures

To minimise the risk of non-delivery:

  • Ensure your shipping address is correct at the time of purchase.
  • Track your package using the tracking number provided in your order confirmation.
  • If possible, arrange for someone to receive the package at the delivery location.

Contact Us

If you have any questions or need further assistance, please contact our Customer Service team