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Hrs Mins

For Next Day Delivery

FAQ's

What are your delivery services and charges for the UK?

If you live on the UK mainland (excluding the scottish highlands) our delivery services and charges are as follows:

  • Free - free standard UK delivery available on orders of £50 and over.
  • £3.95 - standard UK delivery (3-5 working days)
  • £4.95 - next working day delivery (orders placed before 3pm, monday to friday)
  • £8.95 - saturday delivery (orders placed before 3pm on friday)

Please note:

  • Working days are monday to friday only and exclude UK national holidays
  • Delivery times cannot be guaranteed
  • We cannot be held responsible for delays to services
  • Orders placed before 3pm on a friday for next day delivery will be delivered on the following monday (subject to national holidays)
  • Orders placed after 3pm on a friday for next day delivery will be processed on the following monday for delivery on the tuesday (subject to national holidays)

If I live in scottish highlands, scottish isles, northern ireland, channel isles, isle of man, isle of wight when can I expect my parcel?

  • Free - free standard UK delivery available on orders of £50 and over.
  • £3.95 - standard UK delivery (3-5 working days)
  • £4.95 - express delivery (1 - 2 working days - order before 3pm)
  • £8.95 - saturday delivery - (order before 3pm on thursday)
  • Scottish highlands and islands are postcodes: ab31-38, ab40-56, hs1-9, iv1-99, ka27-28, kw1-17, pa20-80, ph15-50, ze1-3
  • Channel islands, iom, iow, scilly isles postcodes: gy1-10, je1-5, im1-9, im99, po30-41, tr21-25

Delivery times to these locations

If you live in any of the locations above and have placed your order before 3pm and paid for express delivery, your parcel will be dispatched that day and you can expect to receive your parcel on the second working day from dispatch I.E. An order placed before 3pm on tuesday will be delivered to you on thursday.

If you have placed your order after 3pm and paid for next day delivery your order will be dispatched the next working day and delivered to you on the second working day from dispatch – I.E. Order placed at 7pm on tuesday will be dispatched on wednesday and delivered to you on friday.

Orders placed on a friday for delivery on a saturday cannot be guaranteed to these areas and you will receive your parcel on the following working day (usually monday but this is dependent upon national holidays).

If you require your item for a saturday you are advised to place your order on a thursday before 3pm but delivery cannot be guaranteed for the saturday.

Please note: we cannot be held responsible for delays for deliveries to these areas and we will not provide postage refunds for these areas.

Which delivery company do you use to send your parcel to me?

We endeavour to use the best delivery service partner for your location and these include: dhl, dpd, interlink, royal mail and fedex. We may vary the delivery partner used to deliver to you based on the best service we are able to get for your delivery destination.

All deliveries will require a signature on receipt.

I am on active duty in the british armed forces do I get any discounts on shipping?

We now offer free shipping to all british forces post office addresses. Simply select bfpo as the destination country from the drop down menu and the delivery charges will automatically be removed. We ship all bfpo orders through royal mail.

What are your international delivery charges?

Depending on your location the charges applicable are as follows:

  • £8.95/ £10.95 - standard european delivery (3-5 working days).
  • £12.95/ £19.95 - standard worldwide delivery (5-10 working days).
  • £14.95/ £16.95 - express european delivery (1-3 working days)
  • £16.95/ £19.95 - express worldwide delivery (1-4 working days)
  • Free - standard delivery on orders of £100 and over
  • Express international services are available in selected countries. To see if you are eligible, please view the delivery options available to you when you have reached the checkout. (express delivery services will deliver parcels within 3 working days, however, some locations may take an additional 1-2 working days.)


Please note:

  • Working days are monday to friday only and exclude UK national holidays.
  • You may incur delivery delays due to national holidays both in your own country and in the UK.
  • Delivery times cannot be guaranteed
  • We cannot be held responsible for delays to services

What happens if my parcel is over the 1kg weight threshold?

All delivery charges are based on parcels weighing up to 1kg. If your parcel exceeds this weight we will contact you to discuss the postage costs. If you have qualified for free shipping and your parcel exceeds the 1kg limit and has to be split into multiple parcels, the first 1kg will be free and you will be charged for the 2nd and subsequent parcels at the rate we are charged by the delivery partner we use for your country (this may be more than the standard delivery charges we have for your country). The postage costs for your parcel are your responsibility and we cannot waive these charges or make any exceptions.

Why is my parcel delayed?

We dispatch your parcel as quickly as we can and our delivery partners aim to deliver within the specified timeframes for the services that you have paid for. However, there are certain circumstances which are beyond all reasonable control – these include but are not limited to: delays at customs clearance, industrial action, road incidents, air incidents, incidents at sea, disruption at major ports/ airports/ transport hubs, weather, acts of god, acts of terror, acts of war.

What happens if I have missed the delivery of my parcel and it is returned to you?

UK customers:

£4.95 delivery service

You will receive an email and/ or text notification from our courier giving you a wide range of delivery options so the responsibility to organise a convenient time/ location for your delivery is yours. Delivery with this service will be attempted twice. All deliveries will require a signature on receipt of the parcel.

We will require a further next day delivery charge of £4.95 plus the return to sender fee that we incur before we re-send the parcel to you and the parcel will not be reshipped until this is received.

£3.95/ free delivery services

Our delivery partners will make one delivery attempt and in the event that no-one is available to receive the parcelyou’re your neighbour is not available to receive the parcel on your behalf, a calling card will be left and it will be returned to the local depot where you have 4 days to collect the parcel before it is returned to us (telephone numbers, location and additional details will be provided on a calling card).

We will require a further standard delivery charge of £3.95 plus the return to sender fee that we incur before we re-send the parcel to you and the parcel will not be reshipped until this is received.

We are unable to stop the return to sender process once it has begun.

If the parcel is returned to us and you require a refund, we will deduct the following from the refund value:

  • The return to sender fee that we incur
  • Customs/ re-delivery charges we incur to receive your parcel back in the UK
  • In the instance where you have qualified for free shipping, we will deduct a standard delivery charge from the value of your refund to cover our costs to originally ship the item to you.
  • We will not provide postage refunds for parcels returned to us because you were not available to take receipt of your parcel.

International customers:

You will receive an email notification from our delivery partner/ tracking number directly from us to give you visibility of where your parcel is and when you can expect delivery of your parcel. It is your responsibility to ensure that someone is available at the address provided to take receipt of your parcel. Our delivery partners will attempt delivery to you once and if you are not available to receive your parcel after the first attempt it will automatically be sent to your local depot and after 4 days it will be sent back to us.

It is your responsibility to provide us with accurate contact details and for you to check your emails for shipment notifications and tracking details. Once a parcel is returned to us you will be required to pay the standard delivery fee of either £8.95/ £12.95 plus the return to sender fee and any customs fees that we incur. Your parcel will not be re-shipped until this is received.

We are unable to stop the return to sender process once it has begun.

If the parcel is returned to us and you require a refund, we will deduct the following from the refund value:

  • Return to sender fee
  • Customs/ re-delivery charges we incur to receive your parcel back in the UK
  • In the instance where you have qualified for free shipping, we will deduct a standard delivery charge from the value of your refund to cover our costs to originally ship the item to you.

Please note:

  • No postage costs will be refunded
  • It is your responsibility to provide accurate contact and delivery details and to have someone available to take receipt of your parcel.
  • We will make no exceptions or exemptions to this policy.

Do you offer a vat discount to non eu customers?

If you are ordering from outside the european union you will receive a 20% vat discount on your order. This is applied at checkout once your delivery details are initiated. You may incur additional customs/ duty fees when the parcel reaches your country and you are liable to pay these charges.

Is my order subject to a customs charge?

If you are in a country outside of the eu you may be subject to a customs charge. We have no control over these charges and it is the responsibility of the recipient to pay these charges. Due to the fluctuating charges from country to country we cannot give specific values of the charges you will incur at any point during the checkout process. It is your responsibility to check the specific customs charges for your country before you place your order with us. Once you have placed your order with us we will process this based on the fact that you understand that the charges are your responsibility and on that basis we will not provide a refund or credit for any customs charges you incur.

Please note: we cannot undervalue orders, or mark them as a gift.

How do i return an item to you?

You have 14 calendar days in which to return an item to us. you will receive an invoice with your parcel and on the reverse of this is the returns form. you will need to fill this in accurately with your name, order number, order date and the item you are returning (item description, colour, size and quantity). you will also need to specify whether you want a refund or an exchange. if you require an exchange, you will need to specify on the lower half of the returns form the item you would like instead (stating item name, colour, size and quantity). if you have bought an item in the sale we may no longer have an alternative size available in the style that you originally ordered so you should give us a couple of alternative items that you would like instead so that we can fulfill your request as quickly as possible. if there is a price difference we will contact you with a payment request and as soon as this has been paid we will ship your parcel.

It is your responsibility to ensure that all necessary customs documents and declarations are completed correctly so that your parcel clears uk customs. we will not be held responsible for delays due to missing/ incorrect paperwork/ incorrect declarations/ incorrect goods values being applied to the parcel by you. we will not pay any customs/ duties fees to release your parcel. all charges are your responsibility and we will not provide refunds/ exchanges without the parcel being physically in our possession.

What is your returns address?

Please send all parcels to:

Peaceful Hooligan Ltd PO BOX 3609 Stoke-on-Trent ST3 9EY United Kingdom

Our returns department will only accept returns to this address to enable them to correctly handle and process your parcel. you are advised to use a delivery service/ courier who will deliver to a po box as we will not provide an alternative delivery address.

Please ensure that your returns form is filled out completely and accurately and is included with your parcel. if we receive a parcel without the necessary paperwork we will hold on to it for 14 days - after this time we will return the item to stock.

It is your responsibility to provide us with the necessary information to process your return efficiently and accurately. we will not try to find out who has sent anonymous returns to us. 

I’ve posted an item back to you but you haven’t received it, what do i do?

It is your responsibility to pay for returned items and we recommend that you use a tracked and signed for service. we cannot accept responsibility for items that have been posted by you but have not reached us. we will not be able to contact couriers/ mail service providers on your behalf to locate your parcel. you will need to contact the delivery provider that you used to locate your parcel using the tracking information or to start a claim. you are advised to use a delivery service/ courier who will deliver to a po box as we will not provide an alternative delivery address.

When you post a parcel back to us it is your responsibility to ensure that you have filled in all of the necessary customs documents and declarations correctly. we will not pay any customs fees to release your parcel. our delivery partner will hold the parcel for 21 calendar days after which time the parcel will be returned to you. we are unable to obtain information from our delivery partner relating to the name of the sender or the country the parcel was sent from which means that we will not be able to contact you. 

Is there anything i need to know about returning items to you?

  • All items returned to us must be in the original condition and packaging in which they were sold, with all original tags attached and folded up and in the original plastic bag.
  • When trying on clothing, please ensure that you are not wearing any fragrance or deodorant that may leave a scent or mark.
  • Discolouring due to contact with aftershave, harsh detergents or other colour fading agents does not constitute a manufacturing/ fabric fault and we are not obliged to provide a refund/ replacement if the returned garment has been in contact with any substance that causes colours to fade. we will send the garment back to you if the discolouration is not a genuine manufacturing fault. (please note: our quality control department has seen every type and cause of discolouration so we will know exactly what has happened to the garment!)
  • Damage caused to garments once worn or whilst being worn i.e. rips and tears are not a manufacturing /fabric fault. it is your responsibility to select the correct size garment and to take precautions when wearing the garment to avoid contact with sharp objects or objects which may catch the fabric and cause a tear. we reserve the right to provide a refund or exchange for a replacement item if we deem that the garment has deteriored due to something other than a manufacturing/ fabric fault and we will return the item back to you. (again, our quality control department can easily identify genuine manufacturing/ fabric faults and rips and tears incurred due to an item not fitting or being caught on something sharp. so please be aware that they will know exactly what has happened to the garment!)
  • All garments are provided with clear washing instructions, however, these are to be used as a guide and we cannot be held responsible for any discolouration that may occur and are not obligated to provide a refund or replacement. if you are unsure you should launder the item separately at the lowest temperature possible and avoid tumble drying, drying over radiators or close to any hot area. please see the care guide below for additional information about washing your garment:

Do

  • Always read the care label and washing instructions before washing your clothes.
  • Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
  • The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
  • Rinse swimwear immediately after use and do not wring.
  • Turn garment inside out before washing.

Don't

  • Do not use too much detergent.
  • Do not use fabric detergents which contain bleach.
  • Do not tumble dry garment unless indicated on the care label.
  • Do not iron prints, trims or embellishments.
  • Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
  • Garments with metal trims should not be left to soak.

Footwear

  • We recommend treating suede and nubuck with an appropriate protector before wear.
  • A suede brush will help to keep the nap raised and the suede looking new.
  • If your shoes get wet, stuff them with newspaper and dry naturally, away from a direct heat source to prevent the outer materials drying out and cracking.
  • Unless otherwise stated, trainers and canvas shoes should not go in the washing machine - if they get dirty, let them dry and remove the excess dirt with a clean bush or cloth.
  • When purchasing leather products from us please remember that it is a natural product and some variations between pairs in terms of colour and finishes may occur.

We have stringent quality control checks and we cannot be held responsible for damage caused to garments which are not genuine manufacturing faults. We will however, review every return on an individual basis.

If we suspect that an item returned for a refund/ exchange has been worn or washed we will return the item to you as it is no longer in a new and saleable condition and we reserve the right to provide you with a refund/ exchange.

Where reasonable care has not been taken we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or cover any loss.

How long does it take to process my refund/ exchange?

We endeavour to action your request for a refund/exchange within 48 hours of receiving your parcel.  however, it may take up to 10 working days to process your request during busy periods.

If you have returned an item for an exchange you will receive an email notification with your new item on an invoice. This indicates that your replacement item will be shipped to you within 24 hours.

If you have returned an item for a refund you will receive an email credit note detailing the value of the refund.

How long does it take for my refund to be back in my account?

Where money has been refunded into a paypal account the funds should be available the same day as the refund was processed.

If you originally paid using a credit/ debit card then the funds will usually be available in your account within 48 hours.

Regardless of which method of payment you used, there may be occasions where the returned funds may take a minimum of 3 working days to clear and be available in your account.

I’ve sent an item back for a refund but I’ve noticed that a postage charge has been deducted – is this right?

If your order originally qualified for free delivery we reserve the right to refund items being returned to us minus a standard delivery charge if the remaining items on your order fall below the free delivery charge threshold.

What happens when I’ve paid using some points and I want a refund?

The value of points used when you place your order are always deducted from the first item on your order (although on your invoice the points deducted appears at the bottom and the first item appears as full price – it is the first item that has the full points discount applied). Therefore, if this is the item being returned, you will be refunded the value of the item minus the value of points used. The points will then be available in your account to use in the future.

Gift voucher makes a great gift - purchasing one is simple and there are no delivery cut-off times so are ideal if you have left gift-buying until the last minute!

All you need to do is select the value of the gift voucher to be given, decide which template you prefer, enter the recipients name and email address, write a brief message and select the date you would like the gift voucher to be emailed to the recipient.

You can preview the gift voucher before you purchase it; when you are happy with it add to your cart and checkout.

You can purchase gift vouchers in the following denominations: £10.00, £20.00, £50.00, £100.00.

There is no limit to the value of the gift vouchers you can purchase

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We want to do everything we can to help you, but before you email us with your query please check the FAQ’s first as the information you are looking for is likely to be there. If your question cannot be answered by looking at our FAQ’s, then please fill put the contact form below. Please ensure you select the relevant topic from the dropdown and include your order number if you have one.

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