New Customer Care Working

Contact Us

Please get in touch if you require any information or assistance regarding your order, return, or anything else.

info@paulandshark.com

We will respond to your email within one working day.
+44 (0) 20 7930 2427

Due to remote working our team are currently unable to service phone enquiries for online orders. Please email our customer services team and we will respond within one working day.

Customer Services are open 10:00 - 16:00 GMT Monday - Friday, excluding weekends and public holidays.

Delivery

UK/CHANNEL ISLANDS

Standard UK (DHL £6.99) 1-3 working days

Express UK (DHL £9.99) Next working day* (Order before 12pm GMT) (Mon-Fri)

You will receive an email / text message informing you of the estimated delivery date. If you are unable to sign for the delivery then there is the option to reschedule. It is not possible to amend the shipping address once the order has been dispatched.

No signature currently required to COVID-19. The courier will instead take the name of the recipient verbally and enter that onto their scanner to avoid contact.

We deliver to all Mainland UK, Ireland and Channel Island addresses ONLY.

Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

IRELAND

Standard (DHL £12.99) 1-3 working days

Express (DHL £14.99) Next working day* (Order before 12pm GMT) (Mon-Fri)

You will receive an email / text message informing you of the estimated delivery date. If you are unable to sign for the delivery then there is the option to reschedule. It is not possible to amend the shipping address once the order has been dispatched.

No signature currently required to COVID-19. The courier will instead take the name of the recipient verbally and enter that onto their scanner to avoid contact.

Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

Ordering

Once your order is placed, the warehouse begins to process it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 28 days. If you have forgotten to purchase an item, you will need to place a second order. Please note that we cannot combine orders.

Payment

Payment can be made by Visa Debit, Visa, Mastercard, Amex, Apple Pay, Google Pay and Paypal.

All prices are inclusive of VAT at the current rates and are correct at the time of entering the information onto the system. The total cost of the order is the price of the products ordered plus the delivery charge.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

The payment charge is made at the point the order is dispatched.

Tracking

All orders are tracked and require a signature upon arrival. If nobody is home to sign, your order will be returned to the carrier's local depot and instructions will be left regarding redelivery.

An email will be sent to you once your order has been dispatched. On this email, we will include the DHL tracking number, this can be entered into http://www.dhl.co.uk to monitor its progress. Please note tracking information can take up to 24 hours to update.

If for some reason your dispatch confirmation does not include a tracking code please call or email our customer services on +44 (0) 20 7930 2427 / info@paulandshark.com with your order number and out team will update you on the status of your order.

If for any reason you have not received your parcel within 7 days of ordering, please contact our customer service team and allow us 5-8 working days for us to carry out the investigation.

Returns

We hope you are happy with your purchase; however, should you wish to return your order for an exchange or refund please note we will accept returns sent back within 28 days of receipt of your order.

Please ensure the product(s) are in their original condition and packaging, with all tags attached.

Please note that we are not liable for the cost of return shipping. We recommend using either Royal Mail Recorded Delivery (with sufficient compensation cover for the value of contents) or a delivery service such as DHL. Please note that we are not liable for items lost in the post. Returned goods must be packaged securely as we will not accept returned goods that are damaged in transit.

Please include the return paperwork as well as any paperwork received with your order, so that we can process your return as quickly as possible.

Upon receipt of your return we will inspect and deal with the return in conjunction with our Returns Policy.

Returns by post

Return Address

Paul & Shark Returns
Alpi UK
Unit 6 Miles Gray Road
Basildon Essex
SS14 3HJ

Returning to store

For your convenience, you can deliver your return in person to our London Flagship Store. Please ensure that you take your completed returns form with you as your proof of purchase.

Store Address

Paul & Shark London Store
20 Regent Street St. James's
St. James's Market
London
SW1Y 4PH
020 7839 3440

 

Refunds

Refunds are processed within 14 working days of arrival at the warehouse to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate refunds to a third party. You will receive an email once your order has been refunded

Any refunds will be credited to your original payment method, please note that credit card companies only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as five working days for a refund to be acknowledged by your credit card company. This returns policy does not affect your statutory rights.

Exchanges

Unfortunately we cannot process exchanges on orders, therefore any unwanted item(s) will need to be returned for a refund and a new order placed for the required item(s).

Store Credit

When paying partially with Store Credit, the credit will be split proportionally between the items. When returning goods, you will be refunded the proportion that you paid via Store Credit back to Store Credit and the rest back on to your original payment method. This will be the case whether returning some or all of the goods from your order.

FAQ’s



Please check our FAQ list for any questions you may have, if you cannot find what you are looking for please email us here.

How do I create an account?

To register for an account to order with us, please click sign in in the top right of any page where you will find the create account link.

I’ve forgotten my password, how do I reset?

Please find our reset password link located in the ‘sign in’ window.

Subscribe to our newsletter?

Keep up to date with Paul & Shark by signing up to our email newsletter. You will be the first to know about the latest arrivals, news and promotions.

You can opt out at any time by unsubscribing at the bottom of any of our emails.

We take your privacy seriously. For more information about how we collect, store and use the personal information that you provide to us, in addition to how we personalise our communications to you, please see our privacy policy.

Ordering



How do I place an order?

Select your desired product and add it to the shopping cart, click on the cart icon (top right-hand corner of the homepage) to view the items ordered, click ‘proceed to checkout’ and follow the instructions.

Which countries do you deliver to?

We deliver to all Mainland UK, Ireland and Channel Island addresses ONLY.

The item I want is out of stock

If an item is 'not available' please contact us here.

How do I add a product to my basket?

Simply select an item from anywhere on this site, choose your preferred size and colour - then click the 'add to basket' button. You can see the total amount of your basket by looking at the top right hand corner of the site, which displays the amount of items in your basket and the total value.

How do I view my basket?

When you have finished adding items to your basket you can vier your Basket by clicking the "View Basket" button at the top right of the site.

How do I pay for an item?

To pay for your item(s) you need to go to the checkout page. A direct link can be found at the top right of the site or after viewing your basket. Once in the checkout area you will be prompted to enter your payment details to complete your order securely.

Do you deliver to PO boxes or mail boxes?

Unfortunately we are unable to deliver to PO boxes. If the shipping address provided is a PO box then your order will be placed on hold and we will contact you for alternative details, which has the potential to delay your shipment.

I would like to add items to an existing order

We aim to dispatch all orders within two business days, but this can take longer during busy periods. Once dispatched, delivery time varies depending on the country or region you are in.

Payment


What currency will I be charged in?

All orders are charged in GBP.

Are my personal details and payment information safe?

All contact information is stored safely and we do not pass any details on to third parties. Paypal collects your payment details securely and we never see your full card details. Paypal supplies only the cardholder name and the last four digits of the card number to us.

My bank is showing two charges for my order

Although it may appear as if you have been charged twice, we can assure you that we have only taken payment once. If you pay for your goods with a credit or debit card, your bank statement may display both a “pre-authorisation” amount and the “final sale” amount. Your bank will reserve or allocate the funds as unavailable until Paul & Shark clears the transaction and processes your order (thus debiting the funds from your account). The pre-authorisation reserve/allocated amount and final charge cannot be combined in one transaction, which is why it appears as if you have been charged twice. The actual balance will not be deducted until Albam processes your order and the banking system transfers the funds.

What is a 'foreign transaction fee' and will I have to pay it?

A 'foreign transaction fee' is an administration or handling fee that is charged by some credit card companies when a foreign purchase is made. All online transactions are processed at our European offices, which is why customers outside the e.u. may be charged a foreign transaction fee by their credit card company (usually up to 2.75% of the purchase amount). If you wish to avoid the charge then we advise contacting your credit card company to ask about their policy regarding foreign transaction fees before making your purchase.

Does my Credit Card get validated?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not for any reason authorise payment then we will notify you by email and not dispatch the order. In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our privacy policy.

How will I receive my refund?

You will be refunded via your original method of payment e.g. credit/debit card or Paypal. Once your refund has been issued it usually takes 2 – 3 business days for the funds to clear. You will be refunded the full amount minus the original shipping fee. Please note that all refunds (including discretionary refunds or otherwise) can only be issued up to 28 days after the date of purchase. If you wish to dispute any charges we must be informed of this within 28 days of the date of purchase. If you have any further questions or if your refund hasn't appeared, then please contact us here.

I bought an item before the sale started, can you refund the difference?

Prices shown on the website are final and we are unable to offer subsequent price adjustments on items bought before a sale or further reductions in price.

Shipping


I need to change the delivery address

We are unable to change the delivery address if the order has been shipped. If your order has not been shipped please contact our customer services team.

Do you deliver to PO boxes or mail boxes?

Unfortunately we are unable to deliver to po boxes. If the shipping address provided is a po box then your order will be placed on hold and we will contact you for alternative details, which has the potential to delay your shipment.

I won't be in to sign for my parcel; can you leave it outside my property?

All orders must be signed for upon delivery and we cannot leave parcels in a designated area. If you are unable to wait in for your order you can pick it up from your nearest collection office depending on the courier company we use to ship your goods.

Where's my order?

We aim to dispatch orders within two business days, but this can take a little longer during busy periods. As soon as your order has shipped, we will send out an email with your tracking number and shipping information so that you can keep an eye on your parcel and get an estimated delivery date.

Returns & exchanges

There's a problem with the item(s) I ordered.

If you did not receive all the items ordered, or if there is a problem with any of your goods then please contact us here and we will get things resolved as quickly as possible.

Can I exchange my items for another size/colour/style?

Unfortunately we do not offer exchanges. You will need to return your goods to us for a refund and place a new order on the website.

How will I receive my refund?

You will be refunded via your original method of payment e.g. credit/debit card or Paypal. Once your refund has been issued it usually takes 2 – 3 business days for the funds to clear. You will be refunded the full amount minus the original shipping fee. If you have any further questions or if your refund hasn't appeared, then please contact us here.

When will I receive my refund?

Once a parcel has been received at our warehouse it can take up to 10 working days to process the return before your refund can be issued.

How do I return my parcel?

If you are not completely satisfied with your purchase, you can send your goods back to us for a refund. You must complete a returns form and send the item(s) back to us in their original condition (including hangtags) within 28 days of receipt.

Don’t forget to include your order number so that we can identify and process the return.

I bought my Paul & Shark item from another stockist; can I return it directly to you?

If you have bought a Paul & Shark item from one of our stockists (either online or in store) then your contract of sale is with them. If you wish to return your Albam goods or if they are damaged/defective then they must be returned to the original place of purchase. We cannot accept returns at paulandshark.co.uk for items bought via our stockists.

Can I return a sale item for a refund?

The usual 28-day returns policy applies to all items bought during the sale.

Order

How do I know if my order was successful?

You should receive the order confirmation right away after placing your order with us. Please check your SPAM folder since the confirmation email might be mistaken as junk mail and end up in there.

If you haven't received anything within 24 hours, please contact our ​customer service​ team and provide us with your name and email address associated with the order so we could look into this for you.

Returns

I'm outside the return period, can I still make a return?

We are unable to accept returns which have been returned outside our policy.

Can I return any item?

For purchases made online, you are welcome to return any product you are not completely happy with when you return it to us within 28 days of receipt.

The item I bought is now on sale, can I get the difference refunded?

We are unable to refund the difference. We suggest placing a new order and return the previous order for a refund.

Products


I need specific sizing information, how would I get it?

Please contact our customer service team with the details of the product.

Will you be getting more stock?

Please contact our customer service team with the details of the product.

Do you have more sizes available?

Please contact our customer service team with the details of the product.

Do you price match?

We are unable to offer a price match.

Payments


Do you offer a VAT discount to non EU customers?

If you have placed an order with us and you are based in the Channel Islands, you are entitled to a VAT refund. Please contact our customer service team and provide us with your name and/or order number.

Can I order over the phone?

Due to security reasons we are unable to accept telephone orders.



Need more help?



Please feel free to contact us with any questions.