FAQs
Order Enquiries
Where is my order?
After you place your order, you will be sent a unique order tracking link by email, which you can use to track your order.
Please note, orders are processsed within 3-5 working days and shipped in 2-3.
If you have not recieved your order after 10 business days, please contact us.
Can I cancel or change my order?
Once you have placed your order, we will not be able to make any changes or cancellations.
What should I do if my order has been returned to sender?
If your order is returned to us, we'll hold it for 30 days so that you can rearrange delivery.
Please note, you wil be charged an extra fee for redelivery. The amount will depend on the number of items in your order and the final delivery location.
After 30 days, if your order remains unclaimed, the items will be donated to a local charity.
What happens if my order doesn't arrive?
If 10 business days have passed and your order has not arrived, please contact us.
We will work with the courier or delivery service to locate your items.
If the courier is unable to locate the order for you, we will cover the cost of replacing the missing items.
Shipping & Handling
Which countries do you ship to?
We currently ship to the UK and US only.
How much do you charge for shipping?
Shipping is charged at a flat rate of £4.99 for UK customers and $5.99 for US customers.
All orders over £50/$50 qualify for free shipping. This can be used in combination with other discounts.
Where will my items be shipped from?
All orders are fulfilled in our warehouse located in the UK.
How long will it take to process my order?
All orders are processed within 3-5 business days.
How long will it take for my order to arrive?
Once processed and dispatched, our orders arrive within 2-3 working days.
Will I have to pay import taxes or customs fees?
All orders are fulfilled in our UK warehouse.
For US customers, import taxes or customs fees may apply.
Unfortunately, Pyjamerry does not have any control over these charges.
Will my order arrive by Christmas?
The latest date for guaranteed Christmas delivery is December 12th, 2023.
Returns & Refunds
I made a mistake on the personalisation / changed my mind / ordered the wrong size. Can I have a refund?
Our items are personalised, so we are unable to accept returns under any circumstances.
Please see our Returns Policy for more details.
Can I return my item if it is damaged or faulty?
If an item in your order is damaged or faulty on arrival, we will refund or exchange the item.
To be eligible for a refund or exchange, you must contact us within 14 days of delivery and provide evidence that the damage or fault was present upon arrival. Please note, the whole item must be visible in the image.
We will only replace or refund the damaged or faulty item, not the full order.
You will not be required to return the faulty items to us.
For more details and for clarification of what constitutes a damaged or faulty item, please see our Returns Policy.
How long will it take to process my refund?
Refunds are confirmed within 14 days of receiving the evidence of the damage.
Once your requet has been processed, the refund or exchange will be issued within 14 days of our services accepting your return.
For more information, please refer to our Refund Policy.
What happens if my order doesn't arrive?
If 10 business days have passed and your order has not arrived, please contact us.
We will work with the courier or delivery service to locate your items.
If the courier is unable to locate the order for you, we will cover the cost of replacing the missing items.
Personalisation
Which items can be personalised?
All pyjama tops can be personalised.
Which part of the design can I personalise?
All our pyjama tops and babies' rompers can be personalised by adding a name above the printed image. Just enter it in the personalisation box on the product page before purchasing.
Some of our pyjama designs also allow you to choose the printed design on the top. For these products, choose the design from the product images and then select the it from the drop-down box before purchasing.
Is there a character limit or restriction on the personalisation?
There is no character limit for adding personalisation, however, for a higher-quality print, we advise keeping the personalisation as short as possible.
Can I change the colour of my pyjama tops?
Currently, we are only able to offer our pyjama tops in white.
We are hoping to expand our range in future, so stay tuned for Christmas 2024!
Product & Printing Info
How do I look after my pyjamas?
All our garments have been designed to be cared for with the minimum of fuss.
However, we recommend that you carefully follow the instructions and recommendations to get the best performance and appearance wash after wash and wear after wear:
- Wash similar colours together and always wash whites or paler colours separately from darker colours.
- Use an appropriate detergent. Colour liquids should be used for brightly coloured, or darker garments.
- Wash the garment inside out to help maintain the surface appearance.
- For best results, gently re-shape T-shirts when damp.
- Dry away from direct sunlight which can discolour the garment.
- When it comes to ironing, use a cool iron inside-out. Don't iron the print.
Where can I find the product size guides?
You can find size guides for each of our pyjama tops and bottoms on our size guide page.
Why do my pyjamas have a vinegar smell?
When unpacking a your pyjamas, you might notice a vinegar-like smell or an off-white residue.
Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.
Fixation agents are commonly used across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.
If the discolouration is noticeable, the quality control team will include a card explaining that it's from the fixation agent.
What printing techniques and inks do you use?
Our pyjama tops and babies' pyjamas are printed with DTG printing. We use Kornit water-based and NeoPigment inks that are Oeko-Tex™ certified, which means they are safe to print on children’s clothing and reduce environmental waste.
Sustainability & Responsibility
Are your products vegan?
All our garments are free of animal products.