Last updated: 27 October 2026
Each answer links to the page that sets out the full position, and that page takes precedence. If you cannot find what you need, email contact@peckbuy.com or call 07500 077117.
Jump to: Orders · Delivery · Gifts · Returns and refunds · Payment · Products · Your account and privacy · Contacting us
Orders
How do I place an order?
Add the items you want to your basket, go to the checkout, enter your delivery address and pay. Before you pay, the checkout shows your items, the delivery charge and the total price, and you can change anything until you press “Place order and pay”. See section A4 of our Terms and Conditions.
Do I need to be 18 to order?
Yes. You must be 18 or over to place an order.
I have received an email. Is my order confirmed?
We send two emails:
- Order received — we have your order and your payment, and a copy of our terms is attached. This does not yet mean we have accepted the order.
- Order dispatched — your order is on its way, with the Royal Mail tracking link. This is the point at which we accept your order.
If we cannot accept your order, we will email you and refund you in full within 14 days.
I have not received an order email.
Email contact@peckbuy.com with your name and the email address you used at checkout.
Can I change or cancel my order?
- Delivery address wrong? Email us with your order number. We may not be able to change the address once your order is being processed.
- Want to cancel? Email contact@peckbuy.com with your order number and the items you wish to cancel. See our Returns Policy.
What happens if an item sells out after I have ordered?
We will email you and refund that item in full within 14 days.
Delivery
Where do you deliver?
To addresses in England, Wales and Scotland, except the areas listed on our Delivery Information page.
How much is delivery?
Delivery is free once your order reaches our free-delivery threshold (after any discount); below it, one delivery charge applies per order. The charges and the threshold are listed on our Delivery Information page.
When will my order be dispatched?
Orders are usually dispatched within 1 working day (Monday to Friday, excluding bank holidays). Orders placed after 1pm (UK time) count from the next working day. Our UK fulfilment partner packs and dispatches them from their warehouse in South Wales. See our Delivery Information page.
How long will delivery take?
We send every order by Royal Mail Tracked 48, which Royal Mail aims to deliver in two to three working days. Delivery times are estimates. See our Delivery Information page.
How do I track my order?
When your order is dispatched, we email you the Royal Mail tracking link.
Something is missing from my parcel.
Email us with your order number and a photograph of what did arrive and the packing note.
What if my parcel is lost?
Email us with your order number if your tracking has not updated for 7 working days, the carrier confirms the parcel is lost, or tracking shows “delivered” but you do not have it. See “Lost parcels” on our Delivery Information page.
Gifts
Can I send an order to someone else as a gift?
Yes. At checkout, enter their name and address as the delivery address. We deliver to the same areas as for any order (see our Delivery Information page). The order and dispatch emails, including the tracking link, come to you.
Will the parcel show prices?
No. Prices are not printed on the parcel label or on the paperwork inside.
Do you offer gift wrapping or gift messages?
Not at the moment. We cannot gift-wrap orders or include a gift message, so please do not add one to your order notes.
Returns and refunds
Can I return something if I change my mind?
For most items, yes. You can cancel within 14 days of receiving your order (or of receiving the last parcel, if it came in several), and you then have 14 days from telling us to send the items back; the time you spend waiting for our returns email does not count. You pay the cost of returning items you have changed your mind about. See our Returns Policy.
How do I start a return?
Email contact@peckbuy.com with your name, order number and the items you are returning. We will reply with the returns address and a return reference. You may use the model cancellation form in our Terms and Conditions, but an email is enough. Our registered office is not our returns address.
Is there anything I cannot return?
You cannot return an item for a change of mind if it was sealed for health protection or hygiene reasons and you have unsealed it after delivery, or if after delivery it has become inseparably mixed with other items.
My item arrived damaged, faulty or incorrect.
Email contact@peckbuy.com with your order number and photographs of the item, its packaging and the delivery label. We will tell you whether the item needs to be returned. If we ask you to send it back, we will refund your reasonable postage.
When will I receive my refund after a change of mind?
- After dispatch: within 14 days of the day we receive the items back or you send us proof of postage, whichever is earlier.
- Cancelled before dispatch: within 14 days of the day you told us.
Refunds go to your original payment method, without any fee.
I bought it as a gift. Can the recipient return it?
Only the person who placed and paid for the order (the buyer) can cancel and return it; the recipient cannot. Any refund is made to the buyer’s original payment method.
Payment
How can I pay?
With the payment methods shown at checkout and at the foot of every page of our website. Payments are processed by our payment provider, Stripe.
When do you take payment?
When you place your order.
Are there any extra charges on top of the price?
No VAT is charged, as we are not registered for VAT. The price shown for each product is the full price you pay for it; the only addition at checkout is delivery, which is shown before you pay.
My payment was declined.
Your card issuer decides whether to approve a payment, and payments are also screened automatically for fraud. If you think your payment was declined in error, email contact@peckbuy.com.
Products
Will my item look exactly like the photograph?
Photographs are for illustration and colours can appear differently on different screens. See our Product Disclaimers.
Your account and privacy
Do I need an account to order?
No. You can check out as a guest; creating an account is optional.
What do you do with my details?
We use them to process, deliver and support your order and to take payment. To deliver your order, we share your name, delivery address and the items you have ordered with our fulfilment partner, and Royal Mail receives your name and delivery address. See our Privacy Policy.
Will you send me marketing messages?
Only if you have opted in by ticking the relevant box at checkout: one for emails, and one for texts and WhatsApp messages. You can withdraw consent at any time using the unsubscribe option in any marketing message or by emailing contact@peckbuy.com. Emails about your order, such as the order-received and dispatch emails, are always sent.
Do you use cookies?
Yes. Cookies that the shop needs to work are always on. Optional cookies for preferences, statistics and marketing are off unless you allow them in our cookie banner, and you can change your choices at any time using the “Manage consent” button shown on every page. See our Cookie Policy.
How do I access, correct or delete my information, or close my account?
Email contact@peckbuy.com with “Privacy” in the subject line. Account holders can also update their details directly. See section 8 of our Privacy Policy.
Contacting us
How do I contact you?
By email at contact@peckbuy.com, or by phone on 07500 077117 (Monday to Friday, 9am–5pm UK time, excluding bank holidays). Include your order number if your message is about an order. See our Contact page.
Can I telephone you?
Yes. Call us on 07500 077117, Monday to Friday, 9am–5pm UK time, excluding bank holidays. If we miss your call, leave a message or email us. We reply within 2 working days.
How do I make a complaint?
Email contact@peckbuy.com with your order number and details of the problem. See section A16 of our Terms and Conditions. For a complaint about how we have handled your personal information, see section 9 of our Privacy Policy.
Who are you?
PeckBuy is an online-only shop, run from Norwich, UK. It is a trading name of Raythex Ltd, a company registered in England and Wales, company number 15042401. Orders are packed and dispatched by our UK fulfilment partner from their warehouse in South Wales. Registered office: 17-19 St. Georges Street, Norwich, England, NR3 1AB. This is our accountant’s office: it is not a shop, and it is not a visiting or returns address.