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FAQs/Contact Us

Online Shop

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Can I change my account details?

Yes, please log in to your account and change details such as delivery address, password etc.  Please note that delivery address for an order already placed cannot be changed, but any change to delivery address made will be reflected on future orders. Please contact us if you require assistance with editing any of your details.

How can I pay for my order?

We accept all payments made from major credit/debit cards (including American Express) and payments made from PayPal. If you wish to speed up the payment process you can opt in to our “One Click” payment service when checking out.

Please contact us if you need assistance with your payment.

I didn't receive my confirmation email.

Please check your junk/spam email folder in case your notification got lost. We always send a confirmation email immediately after your order has been placed. Please contact us if you have not received your confirmation email.

Deliveries

Which countries do you deliver to?

We deliver to the UK, the Channel Islands, Europe, and other select international destinations.

For an extensive list please click here.

How long will it take for my order to arrive?

The majority of UK orders will take approximately 4 working days to be delivered from the day of order, unless an express postage has been selected. We aim to dispatch all orders within 1 working day of the order being placed however there can sometimes be unavoidable delays. If there are any delays in despatching the order within 5 working days we will contact you by email to inform you.

Please note that during busier times, although all efforts are put in to facilitate a quick service, orders may take a few days longer than our usual 4 days to be delivered. 

Please note that international deliveries may take 2-3 weeks to arrive and are possibly subject to Customs and Import Duties which may delay the order further.

Returns

How long do I have to return my order?

We offer Free UK returns on orders and you may return your order at anytime to us within 14 days of receiving the goods. Please note that the goods have to be returned in an unworn/perfect condition with all labels intact. Please note that we cannot accept returns on jewellery, DVD’s (unless seal is un-opened), underwear and swimwear. Satin ties in layered tops are a temporary fixture and should be cut once you have decided to keep the garment.

For more information on returns and to download the free UK returns label please click here.  

Can I cancel my order?

Yes, there is a cooling off period, and you may cancel your order within 14 days of receipt. If you wish to cancel your order you will be required to notify us of your intent of cancelling in writing and you will be required to return the items back to us, with the customer responsible of the return and costs. Please note that a Studio Membership cannot be cancelled if the membership has been agreed to and has started earlier than the end of the 14 day cooling off period.

When and how will I receive my refund?

Once we receive your item back, we will issue a refund against the original method of payment. You should receive a refund within 10 working days of posting the order back to us, however please contact us if this has been exceeded.

Do you offer exchanges?

We do not offer exchanges on unsuitable items, however we do offer refunds and Free UK returns. If you are unsure of which size, colour or style to order we suggest that you buy several sizes/colours and return any unwanted items back to us for a refund (provided it is within 14 days of receiving them and that they are in an unworn/perfect condition – please see “How long do I have to return my order” above).

What happens if I haven’t received my parcel?

You will be able to track your parcel (UK orders only) with Royal Mail . You should receive your order within 10 working days (if placed in the UK) unless notified by us of otherwise. Please contact us if you are not in receipt of your order and we will raise a claim with Royal Mail. We will either refund you or re-send your order out, depending on your preference, once Royal Mail has accepted the claim. You may be required to fill in paperwork from Royal Mail confirming non-receipt before a claim is successful.

I have a question about my order, which isn’t answered in the FAQ above, who should I contact?

We would love to hear from you: email us at customerservice@pineapple.uk.com and we will get back to you as soon as we can. Please use your order number in the subject title in order to facilitate your query.

Please note that this address is for website queries only;

click here for studio enquiry contact details or here for details for our shops.

Studio

Do I need to book in for a class?

All of our classes are drop-in and you do not need to book. We recommend that you arrive about 10 mins before the start of your class. This will give you enough time to either pay your membership fee or show your membership card at reception and make your way to the correct studio.

What should I wear for class?

Wear whatever you feel most comfortable in. It is important to keep in mind that in some genres of dance e.g ballet to wear clothes that allow the teacher to see the body so that correction to your form may be made.

Do I need to be a member to join a class?

Yes you do need to be a member to join in Pineapple classes but we have many options from paying per day to monthly, quarterly, 6 month and an annual membership. Please click here to see our membership page for further information.

If I am a member do I still need to pay for classes?

Yes you have to pay for each class you attend directly to the teacher (cash only). Classes range from £6-£15 with the majority costing between £7-£8.

Where can I find Pineapple Studios?

Pineapple Dance Studios, 7 Langley Street, Covent Garden, London, WC2H 9JA

(The studios are a 30 second walk from Covent Garden tube station).

What are the studio opening times?

For up-to-date studio opening hours, please click here..  

Q: What style of dance do you teach?

A: Tap | Ballet | Commercial/Street/HipHop | Yoga/Pilates | Jazz&Contemporary | World | Fitness/Martial Arts

Q: What levels do you teach?

A: All | Beginner | Elementary | Intermediate | General | Advanced/Professional

ADV/PRO
This class is for advanced students, those in full time dance training and professional dancers.
INTERMEDIATE
Two or more years of taking class, including familiarity with various techniques, terminology, and ability to follow choreography.
ELEMENTARY BALLET
Two years experience and basic knowledge of terminology is necessary.
BEGINNER
Assumes little, no recent or no prior dance training in the specified dance style. Note - some beginner classes are a lot more fast-paced than others.
GENERAL & ALL
Open to all levels but absolute beginners may struggle. Varied levels will be taking part.

Each of our 250+ classes are unique and these levels are as a guide only. If you would like information on individual classes, please ask our receptionists at the studio or call 02078364004.

Which facilities will I find at the studios?

If you need to freshen up before or after your class, audition or rehearsal we have both male and female changing rooms with toilets, showers with shower gel, mirrors and hairdryers. You can relax in the Pineapple Hub with hi-speed FREE Wi-Fi & FREE chilled, filtered water refills.

What does our café offer?

It's important to stay hydrated and energised for all of our classes. There is a water refill station in the café (in addition to the water fountain in the basement area). You can purchase water bottles or refill your own bottle with our chilled and filtered water, free of charge. Visit our on-site café on the 1st floor for a pick-me-up. The Hub café menu offers Monmouth Coffee, teas, drinks & smoothies, and a range of healthy foods and snacks, all at very affordable prices!
CAFÉ HOURS: Mon / Tue / Thu / Fri: 10am-7.30pm | Wed: 10am-5.30pm | Sat: 9.30am-4.30pm | Sun: 10am-4.30pm.

Can children participate in classes?

Classes are predominantly aimed at adults, with the exception of Under-12s Street Dance and Under-13s Tumbling.

Under-16s are welcome in many of the timetabled classes at Pineapple (level permitting) as long as they have parental/guardian consent and are happy to attend class with adults of all ages.

Children aged 13-15 can attend all BEGINNER-level classes with the exception of Pole Dance and Heels classes.

Can we bring alcohol into the studios?

You are welcome to bring a bottle for a toast inside your studio during your session. Please note that if your teacher deems your group to be under the influence of alcohol or drugs, we reserve the right to cancel or cut short the session with no refund.

If the child is under 16 years old and would like to attend a non-beginner class, please call reception on 020 7836 4004 and we will advise which classes would be suitable for the child’s age and ability.

I have a question about the studio, which isn’t answered in the FAQ above, who should I contact?

Studio Enquiries:

  • Telephone: +44 (0)20 7836 4004 (This number is not for web purchases.)
  • Fax: +44 (0)20 7240 4531
Studio Hire Enquiries:

Wholesale/Business Development

If you are a retailer or buyer interested in the Pineapple brand or you would like to discuss licensing opportunities with Pineapple, please contact Director for Business Development Sarah Coppin on 020 7379 8090.