FAQs
FAQs
How hang your canopy?
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Carefully open your steel ring into one long piece. Thread the steel through the hole along the underside of the canopies hood. Curve the steel hoop as you thread to ensure the fabric is not damaged. Fasten the end together to create a secure hoop.
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Place the hook into the ceiling mount and twist to lock the hook into place prior to mounting to your ceiling.
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To secure the mounted hook onto your ceiling we offer 2 options, screws and double sided tissue tape. Always ensure the hook is well mounted before hanging the canopy. (Please note the adhesive tape is for temporary placement only)
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Make a knot at your desired height on the cotton string and hang on your mounted ceiling hook. (Please note this product is for decoration purposes only)
When will my order arrive?
As some of our items are made to order, our dispatch times can vary. Please check individual items for processing times. Please note if you have ordered multiple items we will dispatch all items at the same time unless stated otherwise.
How do I track my order?
We use multiple couriers depending on your location and your orders size and weight. Please check your orders dispatch email and for your tracking number and courier.
We use Royal Mail, Parcelforce, UPS and DPD.
Please find tracking links below for each company, where you can enter your tracking number.
Royal Mail - https://www.royalmail.com/track-your-item
Parcelforce - https://www.parcelforce.com/track-trace
UPS - https://www.ups.com/track
DPD - https://www.dpd.co.uk/service/
Why doesn't my welcome discount code work?
Our welcome discount is available to use on most of our products. However it cannot be used on already discounted products, limited edition products, Muzpony products + pre-ordered products. Other products maybe also excluded from discount codes.
If you having issues with your discount, please contact us at - hello@pineandpear.co.uk
Please note, Pine + Pear have the right to deactivate discount codes at any time.
Will I have to pay Import Duties/Taxes?
Orders delivered outside the UK may be subject to import duties/taxes (excluding US) which are calculated by the importing country at the time the delivery arrives in your country. All additional charges are the responsibility of the customer.
Please note that if you need to return an item that has been delivered to outside the UK the customs duties/taxes are not always refundable.
If an order returned to Pine + Pear due to unpaid import costs, the original shipping costs will not be refunded.
(US imports duties taxes are paid in advance at checkout and forwarded to our delivery company to pay at the US boarder).
My product is broken/faulty, what shall I do?
If an unlikely circumstance occurs where your order arrives damaged or faulty, customers must report it to Pine + Pear within 7 days of receiving their order. Failure to do so within the given timeframe, Pine + Pear will no longer be able to offer a replacement or refund.
Customers will be asked to provide supporting photographs and/or videos, failure to provide supporting evidence of damage/faults to parcel/products may result in refund/return being refused. Once the supporting evidence has been reviewed, Pine + Pear will work with our customer to come to a relevant resolution.
We ask customers to assess product/s prior to gifting/using and report any faults or damages within 7 days of receiving their order. All damaged/faulty products MUST be returned to Pine + Pear prior to replacements being sent.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this we will not offer a replacement or refund.