FAQ

We are here to help! We know you have questions so we have prepared a FAQ to answer as many as possible. If you don’t find what you’re looking for, please email us at info@pelegrims.com so we can give you a personal reply.

  • What forms of payments do you accept? We accept Paypal, Visa, Mastercard, American Express, Apple Pay, Maestro, Shop Pay. Unfortunately, we cannot accept checks or money orders.

  • Is it secure to make a payment on your site? It is. We use a payment feature named Stripe. Stripe is subject to a SSL-type security system, guaranteeing all your banking data is well protected. We do not save any of your bank details.
    You will see the total cost of your order during checkout. Your payment method will be charged in Pound sterling (GBP) according to those charges. 

  • Do you offer Pelegrims gift cards? We do! They are listed here. Pelegrims gift cards are available in four different amounts and they remain valid for one year from the date of purchase.

  • Do you offer promotional codes? Sign up to our newsletter to be sent discount codes and news about new products or projects we have been working on.

  • How long does it take to process an order? Once you have placed your order on pelegrims.com, you will receive a confirmation email including your order details and number. If your Pelegrims account is active, you will find your order history in the "My account" section. Your package will be shipped within 24 to 48 working hours after validation of your order. Slight delays might occur if you place your order right before a bank holiday. When your order is shipped, you will receive an email with a tracking number that allows you to view the delivery steps on the carrier's website. You can also follow the status of your order in the "My account" section.

  • I placed an order but have not received any confirmation email We recommend that you check the spam folder in your inbox. If the email is there, please add info@pelegrims.com in your contact list to ease future communication between us! If there's no email from us, you may want to check your bank account and make sure that you were charged. It’s possible that the payment was not successful and your order was not validated. Still no confirmation email? There might be a typo with the email address you entered. In this case, write to us at info@pelegrims.com so that we can verify and resend your confirmation email.

  • Where can I find my invoice? You can download all your invoices directly from your Pelegrims account located in the "My account" section.

  • Which countries do you ship to?
    Domestic: United Kingdom.
    Europe: Austria, Belgium, France, Germany, Italy, Norway, Spain, Sweden, Denmark, Finland, Ireland, Luxembourg, Netherlands.
    Rest of the world: Bahrain, Hong Kong SAR, Israel, Kuwait, Saudi Arabia, Singapore, South Korea, Taiwan, United Arab Emirates, Bulgaria, Croatia, Cyprus, Iceland, Latvia, Liechtenstein, Lithuania, Monaco, Montenegro, Slovakia, Slovenia, Switzerland, Turkey, Ukraine, Australia, New Zealand, Canada, United States.
  • Tell me more about the UK specifically Please visit our shipping page for detailed information about shipping UK orders.
  • How can I edit my shipping information? If your order is shipping to an incorrect address, please email us at info@pelegrims.com. If your order has not been sent yet, we can modify the shipping address. Otherwise, our we will work with you to find the most suitable solution.

  • Will I have to pay custom fees upon receiving my order? Customs charges are specific to each country and depend on the amount of your order. These charges will be paid by the recipient upon receipt of your order.

  • As per tracking number, my order should have been delivered but I have not received it. Sorry about that! We recommend you check with your neighbors or your building’s caretaker as one of them may have collected it by mistake or in your absence. That happens a lot! It’s also possible that the delivery status has been updated slightly in advance. In this case, the package will arrive later that day. If you still have no sign of your package, please email us at info@pelegrims.com so that we can find a solution together.

  • Where can I find a Pelegrims' store? At the moment, our products are only available on our e-shop. Sign up to our newsletter to learn more about our future developments!

  • Where are you located? We are based Kent in England in an area called The North Downs which is an Area of Outstanding Natural Beauty.

  • I have a question, how can I contact you? At the moment, email is the best way to reach us: info@pelegrims.com