FAQ

**COVID-19 SHIPPING NOTICE**

Due to Royal Mail delays caused by the ongoing global pandemic, transit times may be longer than usual. These delays are beyond our control and we appreciate your understanding in advance. 

PAYMENTS AND REFUND POLICY

My credit card isn't working. What should I do?

We do take a variety of cards however, some do not work with our payment platform. Always check that your billing address and zip code are the correct ones associated with your credit card. Sometimes, if these are incorrect, the payment will not go through. Please re-try adding your billing information, then the payment  details, and see if it processes. 

If it does not go through, it is most likely because our system does not accept the card you are using (for example, a Visa Debit card or a Discover card). An alternative solution is to add your card to Shopify Pay or Google Pay to facilitate the payment. 

If you are making your purchase from the United States, it is considered as an international transaction. Please call you bank as your card might be blocked from international purchases.

Do you offer refunds or exchanges? 

No. You buy, you Keep. All sales are final. 

SHIPPING, TAXES, AND DUTIES

How long will it take for me order to be shipped to me?

For items in stock, processing your order takes 5-7 business days. Pre-sale items will take 3 business weeks to ship, as all orders are made to order.  While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates. 

What happens if my address is entered incorrectly at the time of shipping?

If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed.  If this is the case, please contact Royal Mail with your tracking number to have your package rerouted.

Can you redirect an order to a different address?

We are unable to redirect orders to an alternate address once your order has been dispatched.

What if my tracking states that my package has been delivered, but it never showed up?

It's possible that 1) the tracking link was updated by the shipping carrier prematurely or 2) your package is hidden around your mailbox or building. Carriers have a tendency to leave packages in hidden places, for the safety of the goods, if they're unable to deliver to you directly. Pleasure have a thorough look around and/or contact Royal Mail to try to locate your package.

Who pays for shipping fees?

Shipping fees are the responsibility of the customer and are non-refundable.

Taxes & Duties

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page.

If you are ordering from outside of the United Kingdom, your order may be subject to additional taxes or duties upon delivery. These charges are the responsibility of the customer and our store will not reimburse for these charges.

My package is lost. What should I do?

If you have sufficient reasoning to believe your package has been misplaced by Royal Mail, please contact Royal Mail directly and file a lost claim via their website.

P-rallel & Team is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package.

What happens if I refuse a package or it is undeliverable?

If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successfully returned to us.  Once tracking confirms that your package has been sent back, please notify us immediately at  hello@p-rallel.com with your order number, so we can begin the process of reshipping your order. 

Shipping Carriers

Shipments are sent via Royal Mail. Once we hand off your shipment to the shipping company, you will receive a tracking number with the most up to date.  We do not offer other shipping services at this time.

INTERNATIONAL CUSTOMERS

Do you ship internationally?

Yes! We ship worldwide. Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 6 weeks to be delivered.

International Duties and Taxes

For shipments outside of the United Kingdom, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. P-RALLEL is not responsible for the payment of this fee.

How do I track an international order?

Once your package leaves the Royal Mail system, please use the same tracking number to locate it on your country’s local postal service website. There may be a delay between the time it departs the UK and is next scanned into your local postal service. Please allow up to two weeks for information to become available.

RETURN AND EXCHANGE POLICY

Can I change the colour or add to my order?

All pre-sale orders are final sale once submitted and may not be changed, cancelled or updated.

Damaged or Defective Items

The manufacturing process is a beautiful symphony of humans and technology working together to create a one-of-a-kind product, just for you. Our teams work tirelessly to quality-control each and every item we ship. With lots of touch points in print, fulfillment, and delivery processes - there is a chance your garment will pick up a dash of dust, some stray threads, a splash of sewing oil, or small marks along the way. Not to worry, the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains after washing, please email  hello@p-rallel.com and include:

Your order number, Name on the order, Email the order was entered with A clear photograph demonstrating the quality of the damaged area, after it has been washed.

If you have received a damaged, defective or incorrect item please email hello@p-rallel.com and include:

Your order number, Name on the order and Email the order was entered with

Most importantly, please always include clear pictures demonstrating the defective or damaged area. The most optimal pictures are taken on a flat surface with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate future errors. 

This policy lasts 30 days after the tracking status shows delivered. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. If applicable, we will replace an item that is defective/damaged.

FREQUENTLY ASKED QUESTIONS

Sizing & Fit

All sizes are unisex and do run large unless noted otherwise. If you have questions regarding sizing, or any other information on a specific item, please refer to the product measurements and descriptions that are listed on our website.