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Delivery & Returns

Delivery & Returns

Delivery

CLICK HERE FOR DELIVERY DATES IN DECEMBER 2018 Our extended returns date for orders placed up to 31 December orders is 31 January 2019.

Upon submission of your order, your payment card or PayPal account will be charged for the full value and you will receive an order confirmation email at the email address that you provided. Please ensure that you have entered the correct email address upon registering with us. Once your order is placed, it cannot be cancelled, and the address cannot be altered.

All stock is subject to availability and Pineapple reserves the right to refuse or restrict any order.

We know from customer feedback that when you order online you want the item as quickly as possible. For that reason, we despatch all of our orders promptly. We aim to pick and pack ready for despatch on the following working day, however please allow up to 5 working days.

If there are any delays in despatching the order within 5 working days we will contact you by email to inform you.

Digital gift cards will be emailed to the recipient email address entered. (You can enter your own email address and print the voucher to give in person).

UK Orders

Our standard delivery price per order is £3.95 for most items. Delivery of some fitness equipment will cost £6.95 via our nominated courier, including any other items you order at the same time and with some large orders your delivery costs may be higher than the standard cost. We reserve the right to contact you if we need to charge you a higher amount. You may cancel your order if the new delivery costs are not agreeable.

We use Royal Mail for our deliveries within the UK. You will receive a parcel tracking code from us, which will enable you to track your order; please enter your correct email address when you place your order.

For standard UK deliveries please allow up to 2-3 days for delivery after despatch. If you have not received your order within 10 working days then please contact us and we will track it with Royal Mail. Please note Royal Mail will not deliver or collect on bank and public holidays.

Royal Mail will always leave a "While you were out" card so that you can arrange re-delivery if you were out when they attempted delivery. If the post office is unable to deliver a parcel after a few attempts, it will be sent back to us. We will then apply a charge of £3.95 (or the postage cost charged by Royal Mail, whichever is the greatest) to cover the costs we have incurred trying to deliver your parcel.

Parcels are not classed as missing until 15 working days after the expected delivery date. At this point we would send a replacement if it has still not arrived although you will normally be expected to complete a non-receipt declaration form from us to help prevent fraudulent claims.

Click and Collect

We understand that sometimes you would prefer to collect your order from the Pineapple store. It's safe, secure, and handy (being opposite the studio).

For those times when it is more convenient for you, simply use our store address as your delivery address.

The store address is:

Pineapple
16 Langley Street
London
WC2H 9JA
(Click here for map)

All other details - (name, payment, etc) should be your usual details. The status of your order and your personal information will not be affected in any way. You will receive updates from Royal Mail as usual, including 'shipped' and 'delivered' information. (Make sure your email address and mobile number are correct, and add customerservice@pineapple.uk.com to your email address book, or your emails might slip into the dreaded 'junk' folder in your inbox.

Once you have received your 'delivered' notification, just drop by the store to collect your parcel. It is not necessary to call us before you collect your order.

Store Opening Times:
  • Monday to Saturday 10am - 7pm
  • Sunday 11am - 5.30pm

International Orders

International orders can only be delivered to the address where your payment card is registered. Orders to international addresses may take up to 3 weeks or more to arrive.

  • Europe: £15.00
  • World Zone Countries: £18.00

With large orders your delivery costs may be higher than the standard cost. We reserve the right to contact you if we need to charge you a higher amount. You may cancel your order if the new delivery costs are not agreeable.

Important: Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance are the responsibility of the recipient. Customs policies vary widely from country to country; please contact your local customs office for further information.

Europe

Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Iceland, Ireland, Isle of Man, Israel, Italy, Jersey, Luxembourg, Monaco, Netherlands, Norway, Portugal, San Marino, Spain, Sweden, Switzerland.

World Zone: 

Canada, Hong Kong, Japan, New Zealand, Singapore, Taiwan, United States

Returns & Exchanges

Please be aware that we DO NOT offer exchanges.

Pineapple offers Free UK Returns

Click the following link to initiate a Free return of your Pineapple order in the UK via Royal Mail:

http://www.royalmail.com/track-my-return/create/342 

Once you have completed the return form online, you will be presented with a completed free address label that you must print and attach to the return package. 

Please use ONLY the address printed on the returns label for all items you would like to return.

Obviously, we hope you will love your purchase, but if it is not quite right you may return it within 14 days from the date of receipt of your items for a refund. For hygiene reasons we do not offer refunds on underwear, swimwear or jewellery. This is in addition to your statutory rights.

Please return products in their original packaging with a completed Returns Form. A Returns Form will be included with each order that you receive from Pineapple, excluding any digital products. The products must be unused with their pink label and white product label intact. We offer free returns within the UK for online orders. 

The parcel must be posted in person at a post office. Please ensure you keep your proof of postage until you are in receipt of your refund. Free returns weight limit 5kg.

Delivery charges are non-refundable on returned orders. Refunds will be made via the original form of payment used.

Please allow 3 weeks for your return to be processed. If you believe you have received an item which may have a manufacturing fault, please complete the Returns Form and send the item back to us and specify that you would prefer a refund.

If you decide to return an item which was part of a qualifying order for a FREE item or FREE gift, the free gift must accompany the return to receive a refund to the payment method used.