FAQs
Just like our clothes, your Peony shopping experience should be effortless. So, we’ve put together a list of FAQs to help you find the answers you need.
Can’t find what you’re looking for? Contact us directly and we’ll be delighted to help.
Delivery
What delivery options do you offer?
We offer standard delivery within 3-4 working days and next-day delivery.
More information is available on our Delivery page.
How long will it take for my order to arrive?
With standard delivery, you’ll receive your order within 3-4 working days.
With next-day delivery, you’ll receive your items the next day by 1pm if you place your order by midday.
Do you offer international shipping?
How can I track my order?
We’ll email you progress updates on your order. You’ll receive an order confirmation email and then a following email to say your item has been sent and is on its way to you.
What should I do if I haven't received my order?
If you haven’t received your order within the expected timeframe, please contact us directly and we’ll be delighted to help.
Returns and Exchanges
What is your return policy?
Items purchased online must be returned within 28 days and cannot be returned to a store. We recommend posting your items for return using Royal Mail Recorded or Special Delivery.
To return an item you purchased in-store, pop into any of our shops within 28 days for an exchange or credit note. We only issue refunds if the item is faulty, and you can supply the original receipt. More details are available on our Returns page.
How do I return or exchange items?
If you purchased online, simply send the item with its labels attached in its original packaging with your name and order number written in the parcel to the following address:
Peony Fashion
68-70 Church Walk
Burgess Hill
West Sussex
RH15 9AS
In-store purchases
If you would like to return an item you purchased in-store, pop into any of our shops within 28 days for an exchange or credit note. We only issue refunds if the item is faulty and you can supply the original receipt.
How long do I have to return an item?
Both items purchased online and in-store must be returned within 28 days.
Will I be refunded for the delivery costs on returns?
We will refund you the cost of the item, not the cost of the postage.
How long does it take to process a return?
As soon as we receive the item, we refund immediately
Can I exchange an item for a different size or colour?
For online orders, we offer a full refund. For items purchased in-store, we offer either an exchange or credit note – unless the item is faulty, in which case we give a full refund.
Online Orders
Can I cancel or change my order?
If you’d like to cancel your order, or have changed your mind on colour or style, please call us and let us know as soon as possible – before you have received an email saying your order is on its way. We will always do our best to help!
Can I change the delivery address once I’ve placed my order?
We start processing your order and getting it ready to send to you as soon as we receive it, so unfortunately the delivery address can’t be changed. However, if you realise immediately after placing the order, please contact us straight away – we may be able to help or advise you.
I’ve received the wrong items in my order, what do I do?
Contact us as soon as you can and we’ll be able to help.
I’ve got a discount code, where can I enter this?
When you have added your items to your basket, click through to your Basket page and on the right-hand side of the screen you’ll see ‘Add A Coupon’. Click here and a box will appear for you to enter your code.
What payment methods do you accept?
All major credit and debit cards including American Express, plus Google Pay, Link and Apple Pay.
How are my payment details stored and protected?
We use the Stripe payment gateway, which encrypts your data
Do you offer gift-wrapping services?
We wrap all online orders with tissue paper and our custom Peony stickers, and none of the garment labels have prices on – so if you’re giving someone a delightful Peony gift, rest assured it’ll arrive wrapped. Please bear in mind that we don’t currently offer bespoke wrapping or gift message options.
Product Information
How can I find the right size?
Many of our clothes are one size, so will fit a range of shapes and sizes. But we also offer a wide range of traditionally-sized clothing too – check the product details and description for the item, as we have made sure to include sizing information.
What should I do if an item I want is out of stock?
Always ask us! Email us at info@fashionbypeony.com or fill in the form on our Contact page. It depends on the specific item and product range – sometimes we’ll know that more are coming back into stock, sometimes an item will be part of a limited range – but we will always do our best to make sure you get the piece you’ve had your eye on.
Where are your products manufactured?
We source our products from all over the world. Many of our clothes are manufactured in Italy, but we also travel across Europe and the Far East to hand-select our ranges.
What materials are used in your clothing?
Our clothing is made from a range of materials and we include fabric information in the product details on our website.
How should I care for and wash the items?
We have included care instructions in our product information on our website, and we recommend checking care labels on the clothing itself before you wash any items.
Account Management
How do I create an account?
Creating an account is easy – simply go to the My Account page on our website, and follow the instructions under ‘Register’.
How can I reset my password?
Head to the ‘My Account’ page and click on ‘Lost your password?’ You can then follow the instructions to reset your password.
Can I place an order without creating an account?
Yes of course, you always have the ‘check out as a guest’ option.
How do I update my personal information or shipping address?
You can do this in your account – simply log in and follow the links to manage your shipping and billing addresses.
Customer Service
How can I contact your customer service team?
Call us on 01444 812385, email us at info@fashionbypeony.com or send us a message via our Contact page. We aim to respond to emails within 1 working day.
Do you have a physical store location?
Yes! We have eight stores across Sussex – find a Peony store near you.
Promotions and Discounts
Can I use multiple discount codes on one order?
We love savings as much as you do but unfortunately, only one offer or discount code can be used per order.
Do you offer student discounts?
Unfortunately not! But we do run sales and promotions fairly regularly, so if you’d like to be the first to know about any upcoming offers, you might like to join our mailing list – you’ll see details at the bottom of our homepage.