Frequently Asked Questions (FAQ)

General Information

 

What is Pall Bros. LTD?

Pall Bros. LTD is a fashion jewelry and vintage products retailer dedicated to offering a curated selection of unique items that combine quality and style. We believe in celebrating individuality and providing our customers with high-quality, affordable fashion.

 

What types of products do you offer?

We offer a diverse range of vintage products, exquisite jewelry, and fashionable items. Each piece is carefully selected to ensure it meets our high standards for quality and craftsmanship.

 

Ordering

 

How do I place an order?

You can place an order directly on our website by browsing our collection, adding items to your cart, and proceeding to checkout.

 

Can I modify or cancel my order after it’s been placed?

You can cancel your order within 6 hours of placing it. After this time, cancellations are not possible. For modifications, please contact our customer support as soon as possible.

 

What if an item is out of stock?

If an item is out of stock, it will be indicated on the product page. We recommend checking back later or signing up for notifications if the item is available again.

 

Shipping

 

Do you offer international shipping?

Currently, we only provide shipping within the United Kingdom.

 

What shipping methods do you use?

We use multiple shipping partners, including Royal Mail and FedEx, depending on your location.

 

How long does shipping take?

 

• Standard Shipping: Free, taking 2 to 4 business transit days.

• Express Shipping: £3.99, taking 1 to 3 business transit days.

 

How can I track my order?

Once your order has shipped, you will receive an email notification with tracking details. You can also track your order on our website.

 

Returns and Refunds

 

What is your return policy?

We offer a 30-day return policy. Items must be unused and in their original packaging to qualify for a return. We accept returns for damaged products, missing accessories, items lost during transit, and faded colors.

 

How do I initiate a return?

You can request a return through your Shopify account. If you encounter any issues, please contact us via email or fill out our contact form for assistance.

 

Will I be charged for return shipping?

For non-damage-related returns, you will be responsible for return shipping costs, which will be deducted from your refund. In cases of damaged products or missing items, we will cover the return shipping costs.

 

How long does it take to receive my refund?

Once we receive your returned item and confirm it’s in acceptable condition, refunds are processed within 7 to 10 working days.

 

Payment

 

What payment methods do you accept?

We accept all major credit and debit cards through Shopify Payments, as well as payments via PayPal. Accepted cards include Visa, MasterCard, American Express, Discover, Diners Club, Maestro, and UnionPay.

 

Is my payment information secure?

Yes, we do not store your payment information. Payment details are securely processed through Shopify and PayPal.

 

What currency do you accept?

Our default currency is GBP (£). If you attempt to pay in another currency, it will automatically be converted to GBP.

 

Account Information

 

Do I need to create an account to order?

No, creating an account is not mandatory to place an order. However, having an account allows you to track your orders and manage your information more easily.

 

How do I reset my password?

If you forget your password, you can reset it using the “Forgot Password?” link on the login page.

 

How can I update my account information?

You can update your account information by logging into your account and navigating to the account settings.

 

Customer Support

 

How can I contact customer support?

You can reach our customer support team via email at contact@thesilverthistle.co.uk or by filling out our contact form on the website. You can also call us at +44 07718 407 003 (Monday to Friday, 9:00 AM - 5:00 PM).

 

What should I do if I receive a damaged item?

If you receive a damaged item, please report it within 24 hours of delivery to initiate a return and refund process.

 

Do you have a loyalty program or discounts for repeat customers?

Currently, we do not have a formal loyalty program, but we encourage customers to sign up for our newsletter for updates on promotions and discounts.

 

Privacy and Security

 

How do you protect my personal information?

We take your privacy seriously and comply with GDPR and local regulations. Your personal information is collected and used solely for processing orders and providing customer support. We do not sell or share your information with third parties without your consent.

 

Do you share my information with third parties?

We only share your information with necessary third parties, such as payment processors and shipping providers, to fulfill your orders.

 

If you have any other questions not covered here, feel free to contact us!