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Frequently Asked Questions

Account/Orders
Products
Payments
Delivery
Returns
Promo Codes
Gift Vouchers
Newsletter

Account/Orders


Do I need to create a People Tree account to place an order?

You will need to create a People Tree account unless you are an Amazon account holder. You can use your Amazon account to make a payment.

Can I place my order over the phone?

Please ring +44 (0) 20 7042 8900 and one of our Customer Care Assistants will be happy to help you place your order.

Can I amend or cancel my order once I've confirmed it?

If you wish to amend or cancel your order with us please contact people@peopletree.co.uk within 30 minutes of placing your order and we will try our best to amend. However if your order has already been picked and shipped we apologise that we cannot make these changes. During peak periods it may not be possible at all.

I am having problems accessing or buying from your website. What should I do?

Please contact our Customer Care team at people@peopletree.co.uk if you are having any trouble with our website and we can look into this for you. If you’re able to send through a screenshot of the issue this would be very useful.

Do you have any offline store locations?

We do not have any offline store locations. We stock our items in many different stores across Europe. You will find a full list of our stockists on our ‘Stockists’ page on the website.

What if there is an incorrect item or an item missing from my order?

Please contact people@peopletree.co.uk and we will be happy to investigate what has happened with your order.

I’d like to delete my account, what should I do?

Please contact our Customer Care team at people@peopletree.co.uk and they can complete this action for you.

People Tree Products


The item I want is sold out. Is it coming back?

The way we source our fabrics and produce our collections means that some of our items are only available in small quantities and may therefore be sold out. Please note that the majority of our pieces are limited edition and will not be returning in the future.

The item I ordered is faulty, what do I do?

We would be more than happy to exchange this garment for you if we still have it in stock or provide you with a full refund for the faulty item. Please fill out the returns form and send it back to us with the faulty item. We will also cover the cost of the postage of the return, please ensure to include the proof of postage. Contact us at people@peopletree.co.uk or by phone Tel: +44 (0) 20 7042 8900 if you require further assistance.

Is your jewellery nickel free?

All our Jewellery is nickel free, we test all samples at our head office in London.

Do you use recycled or man-made fibres?

We aim to use natural fibres as much as possible, however, we use polyester thread and some of our trims may be manmade.

What size am I?

Our size guide can be found on our product pages. Here you can find the measurements for each size as well as size conversions from European and US sizing.

Payments


How can I pay on your site?

Payment for orders must be made by debit or credit card. All online transactions are protected by the latest security technology. For added security when you place an order, People Tree does not retain your payment details. You can pay for your order online by:

PayPal, Visa, MasterCard, Maestro, Switch and American Express

Please note: If you are paying by Visa or MasterCard, you may be required to authenticate your purchase using Verified by Visa or MasterCard SecureCode in order to protect your card against unauthorised use.

Will I be charged VAT?

All prices displayed on our UK website include UK Value Added Tax (VAT). If shipping outside of the EU, the prices do not include UK VAT but your order may be subject to local duties.

Do I have to pay import duties or taxes for orders outside the UK?

We ship our packages Delivery Duty Unpaid (DDU) and any customs duties and taxes are regulated and issued by your government, not the UK government. Unfortunately, these fees are beyond our control and we are unable to cover or even make an estimate as to what these charges will be. That depends on the items, the country, and the discrepancy of that country's customs officials.

When is payment taken from my card?

As soon as you place your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or our Customer Care team will contact you.

Delivery


What are my shipping options?

Have a look at our Shipping page for details on our UK and international shipping fees and delivery times.

Do you ship internationally?

Yes please take a look at our Shipping page for a full list of countries we ship to.

I need to change my delivery address. Is it possible?

If you need to change the details of your delivery address then please contact our Customer Care team within 30 minutes of placing your order to ensure it can be changed before it has ben dispatched.

Can I get my order expedited?

If you wish to receive your order sooner, please contact our people@peopletree.co.uk and we will see if it is possible to speed up your delivery.

Where is my tracking reference?

You should receive a tracking reference once your parcel has been dispatched from our warehouse, please bear in mind that it can take 1-2 business days for your order to be dispatched. If you haven’t received your tracking within this time, please contact our Customer Care team and they would be happy to send it through to you.

Where is my parcel?

You should receive a tracking reference once your parcel has been dispatched from our warehouse which will allow you to trace your parcel on its way to you. If you haven’t received your parcel within the delivery time from dispatch found on our Shipping page please either get in touch with the courier yourself or contact people@peopletree.co.uk and our Customer Care team would be happy to assist you.

My tracking says my parcel has been delivered but I haven’t received it, what should I do?

Please check if you have received a missed delivery card and that your parcel hasn’t been left in a safe space, with a concierge or at a neighbour’s address. If the parcel has still not been found, please contact our Customer Care team at people@peopletree.co.uk for further assistance.

Why do you use plastic packaging?

We wrap our garments in plastic packaging as, at this time, it is the best way we know how to protect our products from moisture damage in transit. Unfortunately, in the past we have lost parts of our collection due to damage during transportation. This is unsustainable, costly and a terrible shame for our producers and customers. We would prefer not to use plastic, and are searching for practical, biodegradable solutions for the future. Some brands remove the plastic polybags from their garments in their UK or EU distribution centres, and re-wrap the garments in paper or tissue. This actually is less sustainable and produces more waste than if the garment is kept in its original plastic packaging, we therefore do not do this.

The plastic we use is made from polypropylene and is actually recyclable and biodegradable. We have two aeration holes in the plastic packaging to prevent condensation from forming, and the plastic is also Butylated hydroxytoluene (BHT) free, which prevents garments from yellowing.

As a small company, we always have to weigh up what has the bigger impact when we consider a complex issue. We feel that in terms of packaging, protecting our Fairtrade, handmade clothing is the priority. However, we are always reviewing our current sustainability practices and we would of course implement a change when we are in the position to do so. We hope this provides our customers with a little more information as to why our garments are shipped in plastic and we very much appreciate your continued support for fair trade and sustainable fashion.

Why don't you ship to my country?

At present we are unable to provide a cost effective delivery service to some countries outside Europe. We are hoping that as we grow larger we will be able to provide this service.

Returns


How do you return an item within the United Kingdom?

Wrap the unused item securely in its original package. Complete the Returns Form supplied with your delivery and enclose in the package. Can't find the Returns Form? You can download and print a new UK Returns Form here. We appreciate any feedback that you may have about a product, so please be sure to tell us why you are returning it.

When can I expect my refund?

If you have not received your refund within 10 business days of returning your order, send proof of postage to a member of the Customer Care team people@peopletree.co.uk who will look into it for you.

How can I return an item outside the UK?

Wrap the unused item securely in its original package. Complete the Returns Form supplied with your delivery and enclose in the package. Can't find the Returns Form? You can download and print a Returns Form here. We appreciate any feedback that you may have about a product, so please be sure to tell us why you are returning it.

Do you charge for returns?

All returns on orders in the United Kingdom are free. Returns on orders outside the UK are returned to People Tree at your expense unless the goods are faulty.

Do you offer exchanges?

We don't currently offer an exchange service so please return your order using the above instructions and re-order the correct item or size separately.

What's your return policy on sale items?

We offer returns on all items, whether you bought them at full price or at sale prices. Click here to view the full policy.

What if I don't have a returns form?

You can download a Returns Form here

Have you received my return?

To ensure you know we have received your return we would advise you to send it back by tracked delivery. We will only notify you via email once your return has been processed. Please allow 1-2 weeks for your return to be processed. If you have not received your refund within 10 business days of returning your order, send proof of postage to a member of the Customer Care team people@peopletree.co.uk who will look into it for you. Please note that we are unable to assist you if you have not retained proof of postage.

Promo Codes


I have received a promo code from you, how do I redeem it?

You can enter your promo code at the checkout stage of the order, the discount will then be deducted from the total order.

I forgot to enter the promo code you sent me, what do I do?

If you contact Customer Care team via email people@peopletree.co.uk providing your order number and the promo code we will be happy to apply it to your order if it is still valid.

My promo code doesn’t work, what should I do?

Please note that only one promo code can be used for each order and they cannot be used on top of products that are already discounted. For further assistance, please send through a screenshot of your error message to people@peopletree.co.uk.

Gift Vouchers


How can I purchase a gift voucher?

Visit our Gifts page and you have the option to purchase a gift voucher of £10, £20, £50 and £100. Please note that gift vouchers can be bought in Pounds, Euros and US Dollars.

How is my voucher sent to me?

Our gift vouchers are sent out via email, we see this a more environmental option rather than printing and posting them out. We recommend sending voucher to your own email address first and then forwarding it on to the gift receiver.

How do I apply my gift voucher to my order?

You can enter your voucher code in the 'promo code' box at the checkout stage of the order, the voucher amount will then be deducted from your total order.

If I return something, will a new voucher be created?

If you have used a voucher to pay for your full order, a new voucher will be created for the value of the returned item/s. If you have paid with a voucher and partly cash, you will receive a cash refund and a new voucher.

I didn’t use the full value of my voucher for my order, where is the remaining amount?

Our vouchers can only be used once and if they are only used partially this amount does not deduct from your original gift voucher code. Please get in touch with our Customer Care team at people@peopletree.co.uk and they can create a new voucher for the remaining amount.

Newsletter


How do I sign up?

You can sign up to receive our newsletter here. You will then receive exclusive offers and news from us.

I’d like to change my marketing preferences, what should I do?

Log into your account on our website and go to the Preference Centre. Here you can choose how regularly you’d like to receive our emails.

Can I unsubscribe from your newsletter?

Scroll to the bottom of one of our emails and select ‘Unsubscribe’ and you will be removed from our mailing list.