FAQ's

ABOUT US


•    Where is your company Based?

Our company is based in Cardiff, where we have been trading as an independent men's clothes shop for over 20 years.

•    Do you have a retail store?

Yes we have one store in Cardiff, 3 Wharton Street, CF10 1AG

•    Do you sell both men's and women's clothes?

We sell mostly men’s clothes, however, we now stock a range of Barbour women's coats and accessories.


CONTACT US


•    Can I contact you over the phone?

Yes, please call us on +44(0) 29 20 235333 any time between 9.30am-5.30pm, please be patient if you can not get through straight away.

•    What email address should I use to contact you?

You can e-mail us at: info@pavilionclothing.com

•    What is your postal address?

Our postal address is:  Pavilion Clothing, 3 Wharton Street, Cardiff, CF10 1AG.


PRODUCTS


•    Are all your products genuine?

Yes, we are licensed stockists of all our products.

•    Do you have more sizes available?

The sizes available on the site are the only sizes we will have available. Stock levels might change rapidly due to sales in store and online and also due to returns. If you are particularly interested in a product and it appears that your size is no longer in stock, please e-mail us for further information.

•    Can I get more information on a Product?

We aim to supply detailed information on all the products on our site, if you have a further question, please contact us on info@pavilionclothing.com

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

Unfortunately, once you have purchased the item you cannot get the difference refunded.


ORDERS


•    Is it safe to order online?

Yes it is safe to order online, our system uses the industry standard security technology. This means that, the details you log will us can only be accessed via a securely hosted server.

•    Which credit cards do you accept?

We accept most debit and credit cards, currently we do not accept American express cards.

•    Do you accept gift vouchers?

We only accept valid Pavilion Clothing gift vouchers that have been issued from our website. Unfortunately, we cannot accept gift vouchers that have been issue in store.

•    Can I use a different payment method?

Yes. You can use Google Checkout and PayPal.

•    When will my card be charged for my order?

Our secure payments system, will deduct the full cost of the order from your card as soon as it is placed.


YOUR ORDER


•    How do I place an order?

Firstly, you will need to register an account with us. This is a simple process and will allow you to make; quick, safe orders. Once you have created your account, browse the site. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout to review your order (including the size and colour you have chosen) from here you continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

•    How do I check if an item is in stock?

With some of our more popular items, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via e-mail, or by phone on +44(0)29 20235333

•    How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.

•    How can I change/cancel my order?

It may be possible to change or amend your order as long as it hasn't already been dispatched. Once it's been dispatched you will have to follow the returns procedure.

•    Do you gift wrap orders?

We do not gift wrap orders.   

•    My order contains a faulty item?

We will make every effort to ensure that you do no receive a faulty item, however, if this happens, please e-mail us at info@pavilionclothing.com and we will advise you of our returns policy.

•    You have sent me the wrong item?

We will make every effort to ensure that you do no receive the wrong item, however, if you have received the wrong item, please e-mail us at info@pavilionclothing.com and we will resolve this issue with you.

•    My order is incomplete?

We will make every effort to ensure that you receive your complete order, however, if your order is incomplete, please e-mail us at info@pavilionclothing.com and we resolve this issue with you.

•    Can you confirm you have received my return?

Once we have received a return, we will e-mail you to let you know that we are dealing with your request. Once we have resolved the issue we will e-mail you to update you.


DELIVERY


•    How long does delivery take?

We use the courrier DPD service for UK packages. If you order before 1pm Monday-Thursday. Orders placed after 1PM on a Thursday will be delivered on a Monday and over the weekend will be posted on Monday. Certain areas of the UK may take longer. For certain areas and occasions we may use Royal Mail Special Delivery. 

If you are ordering from a European country we use DPD Classic service. It usually takes 7 working days, but depending on your location can sometimes take longer.

Unfortunately we cannot deliver to forwarding addresses or drop boxes as we need to track our items until their final destination.

“UK NON MAINLAND" orders include the Channel Islands, Northern Ireland, the Scottish Isles, the Isle of Man and the Scilly Isles.

•     How much is delivery?

We charge

£5.00 delivery for UK packages

£10 for UK NON MAINLAND packages

£15.00 for EUROPEAN packages.

Some orders due to weight or destination may cost more and we may have to charge more for your postage. In this sitution we will contact you to discuss further payment.

CUSTOMS AND IMPORT TAXES.

Any items purchased outside of the EU may have to pay customs and import taxes when the parcel reaches its destination. These charges must be paid by the recipient of the parcel. Unfortunately we have no control on the charges and we do not know what they will be. Customs policies vary from country to country so we suggest that you check with your local customs office, this way you will have a rough idea what your charges will be.

•    Can I track my item?

If you would like to track your package, please e-mail us at info@pavilionclothing.com and we will supply you with the tracking number.

•    How do I know if my item has been dispatched?

You will receive an e-mail from us letting you know that your item has been dispatched.

•    Can I collect my item from your store?

Unfortunately, we do not offer a service where you can collect you item(s) from our store. Items ordered via our website can only be received via post.

•    What courier do you use for deliveries?

We currently use DPD and Royal Mail services for all our UK deliveries. We may use different delivery services for European and International deliveries.

•    Can someone else sign for my delivery?

DPD requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.  

•    Can I change the delivery address?

You can change your delivery address if you e-mail us at info@pavilionclothing.com BEFORE your order has been processed. Once your order has been processed and dispatched we are unable to make any changes.

•    What happens if I'm not home when it's delivered?

If you are not available when DPD try to deliver the package, they will leave a card which will have instructions of re-delivery or collection. (The supplier and the arrangements made will differ in European countries).

RETURNS

•    How do I return an item?

If you would like to return an item, please contact us on info@pavilionclothing.com and we will advise you of our returns policy.

•    What is your returns policy?

Please refer to the full returns policy available on our website.

http://www.pavilionclothing.com/delivery-returns-i17

•    How long does it take to process returns?

We understand that it can be a frustrating experience to return something that you've purchased online and we aim to deal with returns as quickly and efficiently as possible. Depending on the reason for your return and our ability to resolve the issue within 10 working days.

•    How long will it be before I get a refund?

It can take up to 10 working days until your will receive a refund, depending on your card provider.

•    Can I exchange an item?

Please follow our Returns policy to return your unwanted item for a refund, you can re-order your preferred item at any time, subject to stock availability.

•    Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.

•    Can you confirm you have received my return?

Once we have received a return, we will e-mail you to let you know that we are dealing with your request. Once we have resolved the issue we will e-mail you to update you.