FAQs

How can I pay for my order?

We accept the following credit and debit cards; Visa, Visa Debit, MasterCard and Maestro. All credit card purchases are proccesed securely by Sage Pay. We also accept PayPal. PayPal is fast and free service with no signup or account required.

Im being asked for a password by my credit card issuer. What is this?

All credit card checks are subject to validation via 3D secure by the card issuer. 3D Secure enables the shopper to enter a password to confirm their identity with the card issuer, it improves the security of Internet payments. These checks are made on all Visa and MasterCard credit cards reducing the likelihood of fraudulent usage and improving overall transaction performance. If you do not have 3D secure set up on your credit card we recommend that you do.

Will you price match?

We are happy to price match any item on the site as long as its at full price and not in the sale or discounted, the same size and colour and is currently in stock. Please email mailorder@present-london.com or call 0207 033 0500 with the relevant details and we can make the necessary checks before matching. Price matching is entirely at our discretion.

Do you ship to my country?

We ship internationally to most countries around the world. To find out if we ship to your country add an item to your basket and select your country from the drop down menu. We currently do not ship to Russia due to on going problems with Russian customs.

Do you ship to my work address?

Yes, you can enter an alternative delivery address at the checkout. We do not however ship to PO Box addresses under any circumstances.

How will my order be shipped?

All orders both domestic and international are shipped using DHL express services.

How can I track my order?

You will receive a shipping confirmation via email when your order has been processed and shipped, this email will contain a consignment number which you can use to track the status of your order online. Alternatively if you have an account you can login and check your order status from your dashboard.

Will I be charged tax or customs duties on my order?

Please be advised that customs charges and/or import duties are determined by the customs office of the destination country. Present London has no control over these charges and they vary from country to country.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by Present London. For further details of these charges, please contact your local customs office.

How do I return an item?

  1. Send an email to mailorder@present-london.com notifying us of your return including your full name and order number as it appears on your order email confirmation or delivery note.
  2. Download, print and complete our Returns Form.
  3. Package your return securely with your returns form and insured to the full value of the contents and use a tracked shipping method.
  4. Send your return to: Present, Attn: Returns, 140 Shoreditch High Street, London, E11EJ, UK.

More information can be found in our Returns section.

Do I have to pay shipping for my return items?

The customer is responsible for the cost of returning an item to us. In the case of faulty or incorrect items, Present London will cover the cost for the return shipping charges.

How long will it take to receive my refund?

We will refund your payment in 1-2 weeks from when we receive your returned order in its correct condition back to us. This time may take a little longer depending on your credit card issuers polices.

Do You Ship To My Work Address?

Yes, you can enter an alternative delivery address at the checkout. We do not however ship to PO Box addresses under any circumstances.

Do I need an account to place an order?

Accounts are completely optional, but by registering an account you will only have to fill in your address once and it will be saved with us.