FAQs - Delivery - Customs Duty - Taxes
Where is my order?
Standard delivery service is available for most countries, with full tracking information. You’ll receive a shipping confirmation email when your order has been dispatched containing all of your tracking information. A signature may be required for delivery, so please ensure someone is present at the delivery address to accept the delivery. Deliveries will not be made on public holiday dates, so please expect your delivery the next business day. If you have not received your order in the advertised time, please get in touch with our support team. For Standard Shipping, please allow us 2 - 21 working days for delivery.
Some products which are trending and in high demand may take 4 - 6 weeks and depends on stock availability, logistics mode selected and the current prevailing cargo situations like holidays, outbreaks any other force majeure situations.
Customs & Import Fees
Our orders are sourced from the best-sellers across the world like the UK, Europe, Asia, China and at times the US. So, if you are placing an order you may be susceptible to customs fees depending on the regulations your country might have. Customs fees will be charged upon the package reaching the destination country. You shall be liable for all import duties, customs and local sales taxes levied by the authorities in your country; payment of these fees is necessary to release your order from customs.
The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required.
PepMyPhone has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in and this process is completely out of our purview.
For example, Canada: The threshold for bringing goods into Canada is around $20CAD. If your order is more than this amount, you are likely to be charged customs and import fees. This is for reference, you may please check for the latest values with the officials.
Refusing to Pay Customs: If you choose to refuse the customs fee and the parcel is returned back to PepMyPhone, shipping & handling fee will be deducted from your refund.
If you're still unsure of whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.
I've placed an order but haven't received a confirmation email
You've placed an order, the money has been debited from your account but you haven't received your order confirmation email. Has the order been successful?!
Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional inbox. Just be sure to check all inboxes through your email account.
Send an email or message through to our customer experience team and they'll be able to locate your order. They'll simply need the full name and delivery address used to place the order.
My order status is 'canceled' but I didn't cancel it
At times there will be a huge demand to some of our products and maybe sold out quite fast. We make all efforts to ensure every order is fulfilled as advertised and on time. However, in a very rare scenario, the item may not be available for reasons like product sold out with manufacturer, or we have received any specific complaints with the quality, we may cancel the order and refund your complete monies. Please note, PepMyPhone reserves the right to cancel the order at any time, with or without stating the reasons during unavoidable situations.
*Fraudulent
If you've received an email regarding the order being 'suspected fraudulent', this simply means your payment method has failed some security checks, we can assure you it's nothing personal. In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.
*PayPal
If your payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct.
*Items Unavailable
Your order may be canceled due to the items you've purchased being unavailable. At times, we may oversell on a certain product, it's less than ideal we know but is sometimes unavoidable! In the event that this happens, we'll be in touch with a hopefully suitable solution to keep you satisfied with your PepMyPhone experience.
If you have any problems with order cancellations, contact us, we shall be happy to help you.
My order status is fulfilled; does that mean it should have been delivered?
Status 'fulfilled' simply means your order has been packed by our warehouse team and it's currently on the way to you.
You will receive a shipping confirmation shortly after detailing your tracking information.
If your order has remained unfulfilled for more than 5 working days, please contact us with your order number and a member of the support team will get right on it.
Status 'fulfilled' simply means your order has been packed by our warehouse team and it's currently on the way to you.
You will receive a shipping confirmation shortly after detailing your tracking information.
If your order has remained unfulfilled for more than 5 working days, please contact us with your order number and a member of the support team will get right on it.
I want to change/cancel my order
We're pretty quick at getting your order out the door so unfortunately, we're unable to make any changes to your order once the order has been placed. This includes; item, address, and payment changes. There is something missing from my order!
We may have removed the item due to being out of stock so please check your emails, as we will have notified you.
Your items may have been sent in separate parcels, you will be notified by email if this is the case.
If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:
•Order Number
•Missing Item(s)
Our support team will look into the matter and will resolve the issue for you as quickly as possible.
All missing item claims must be made within 7 days of the delivery date of your order.
You have sent me the wrong item
In an unlikely event, if you have received a defective item, please contact us immediately and help us with the following information:
•Your order number
•The name of the item you did not receive
•The name of the item you received in its place
•A photograph of the item you have received
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
Please do not return any wrongly received goods unless advised by a member of our support team, it may result in slower resolution time. In the event that PepMyPhone requests for an incorrect item to be returned, we will cover the postage cost.
I have received a faulty item
In the unlikely event you have received a defective item, please contact us immediately with the following information:
•Your order number
•Which item is damaged
•A description
•Photographic evidence
If your parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.
All claims for parcels arriving damaged must be made within 14 working days of the delivery date.
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in slower resolution time and we don't always require the faulty item back.
How to Reach PepMyPhone for help
We love to hear from you. You can reach us by emailing us or messaging us on the messenger.
You can email us at pepmyphone@outlook.com
Talk to us on Messenger!
Ask us a question!
Hopefully, you'll find the answer you need from one of the articles we have on our help center, but if you need a little help or just want to stop by and say hello, follow any one of the links below to get in touch.
Why doesn't PepMyPhone have a phone number?
PepMyPhone does not have a call center at the moment and we’re not a set up to handle high volumes of phone calls, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we'll need to do a little digging to answer your question efficiently and we'd far more like to answer your question in one go than have you waiting for callbacks and such when you could be using your time more efficiently.
The PepMyPhone brand is built online, including our customer support. Though you may receive an automated response everyone once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
If we feel your problem would be better handled over the phone, then we'll get in touch.
Please get in touch through only one method of contact as contacting through multiple channels may delay response times for other customers.
I'm having trouble with your website
If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again.
If you continue to experience issues, please get in touch with our support team and help us with the following:
•A detailed description of the issue you're having
•Which store/collection/page you are shopping on
•Screenshots of any error messages you might be experiencing
I can't log into my account!
Please make sure your email address and password are correct and you're trying to log into the correct store under PepMyLife Brand
If you're still having trouble, please try using the 'forgot your password' link underneath the text box where you enter your password. If the problem persists, please get in touch via one of the links below.
I have forgotten my password
If you've forgotten your password, click 'Forgot your password?' on the login page. You'll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.
Refunds
Please refer to our refund policy for more information.
All refunds are to be made to the account used to pay for your original order. In the event that we're unable to refund directly to your account, store credit will be issued.
How can I pay for my order?
You can pay for your order by using any of the following payment types:
- Credit Card (Mater, Visa, American Express)
- PayPal
- Stripe
We take fraud very seriously meaning all payments will be subject to security checks put in place by PepMyPhone and also the card provider.
In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order.
Failure to provide the information we require will result in your order being canceled and refunded.
If you're paying with a gift card, check out our section on gift cards for more info.
This item was on sale previously, can I get it at the sale price?
If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to its original price, in which case, we will not be able to honor the price it was displayed as during the sale, once the sale/promotion period ends.
As much as we love a good sale, unfortunately, they have to come to an end.
Gift Cards
Once you have purchased a gift card through the website, a unique code will be emailed through to the email address you entered when checking out.
Gift cards cannot be used to purchase additional gift cards, any orders found in breach of this will be canceled immediately. Additional orders purchased using these gift cards will also be canceled.
If you've received and gift card and it isn't working, contact us immediately.
An item I own is now a lower price, can you refund me the difference?
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.