FAQs

Need some help with your order or got a burning question that you need answered pronto? Just click on one of the sections below to find the answer...
If you still can't find an answer to your question, please drop us an email at info@psamathe.co.uk.

Delivery Information

How much is the delivery fee?
Orders over £100?
We offer free delivery on all UK orders and free delivery on all international orders when you spend over £100. When your order is shipped, we will send you a confirmation email.
Orders less than £100?
I’m afraid we have to charge a small delivery fee on any order that is less than £100.
Shipping within the UK will cost £3.50
Shipping International outside the UK will cost £5.00
What delivery services do you offer?
Please allow between 3-5 days for your good to be delivered. For UK orders we use Royal Mail Signed For - 1st Class and gives you the added security of :
  •   proof of delivery including a signature from the receiver
  •   check online or on your mobile to see when your item has been delivered
A signature will be required upon delivery of your order. 
For Europe and International orders we use Royal Mail tracking and Signature Service who aim to deliver to Europe within 3-5 working days and worldwide within 5-7 working days.
To check your country is one of the many destinations we can ship to please check here: https://www.royalmail.com/sending/international/country-guides
If your country is on a Royal Mail list we can send to your destination.
To contact us regarding any shipping enquiries you can email us at info@psamathe.co.uk
Has my order been dispatched yet?
When you place your order we'll send you an email confirming that the order has been placed and the items you've ordered.
When your order has been dispatched from our warehouse, we'll send you a second email to confirm this. If you don't receive an email within 4 working days, please get in touch with our crew at info@psamathe.co.uk.
Which Couriers do you use?
We use Royal Mail.
It’s outside the expected delivery time – what should I do?
Please allow 10 days for your parcel to arrive.*
*Please allow additional time if you're expecting a delivery over a bank holiday.
If you still need help, or if you have placed an order using International Delivery, please email us at info@psamathe.co.uk.

Your Account

Do I need to set up an account with you?
Setting up an account is really easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account at a later date.
I’ve forgotten my password?
No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.

Placing An Order

What payment methods do you accept?
We can accept all major payment methods including VISA and MASTERCARD
How do I redeem a discount or special offer?
To redeem a discount code, proceed to checkout and enter your code in the 'Discount Code' box. You can only use one promotional code per order.
Why isn’t my voucher code working?
Make sure you are entering into the ‘Add a Promotion code’ box and not the gift card section. Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.
I forgot to use my offer code – can I claim it afterwards?
This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is wait until you receive the parcel, then email us with the code and your order number. We'll then refund the amount back to you.
Can I add to an existing order?
Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, then email our Customer Service team, they will be happy to refund you one of the postage charges once you receive your order. Please note that they will need your payment details.
Can I split my order across multiple delivery addresses?
Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order.
When will I be charged for my order?
Payment is taken at the point of ordering. If for any reason your item is not dispatched we will ensure you are refunded within 3-5 working days.
Can I order over the phone?
Apologies, our phone lines are currently unavailable.
The items I put in my shopping basket recently are sold out – what happened?
Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping basket does not reserve them.
What is a Card Security Code?
Your Security Code is just a little extra security for online and phone transactions. This number can be located on the signature strip on the back of your card – we only require the last 3 digits of this number.
Why has my card been declined?
We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
What does ‘postcode verification failure’ mean?
This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it's best to email your order to us at info@psamathe.co.uk
Why have you sent me a security check email?
Additional checks are run on all orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 4 days your order will be cancelled.
Has my order been successful?
Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please email our Customer Service Centre who will be happy to look into this for you at info@psamathe.co.uk
Will I be charged Customs and Import duties?
Orders: As we ship from our base here in the UK, from 1st January 2021, orders from all EU countries that have an order value over €150 will be subject to import duty. Psamathe covers all import taxes and duties on our customers behalf. In the extremely rare event that the charges are passed on, please email us at info@psamathe.co.uk to allow us to be able to reimburse you. For this, we will need your card details and you can expect your funds reimbursed in 3 -5 working days. For countries outside of the European Union, charges may apply when the goods reach their destination. We don't have any control over the amounts charged. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.

Returns: From 1st January 2021, returns from EU countries are subject to UK VAT (20%) for goods valued at £22 or more. In addition, our EU customers will now be required to complete customs declarations to import the goods to the UK. In addition, import duty may be payable on goods valued over £135. However, Psamathe will pay all import taxes and duties on your behalf. Please email us your proof of payment of duty and VAT, along with your phone number so we can arrange your refund. Once we have processed your refund, you can expect your funds reimbursed in 3 -5 working days.

Product Information

Where can I find the size guide?
Our size guide can be found on each product page. This is only a guide as every product is cut differently. If you're at all worried, just email our Customer Service team at info@psamathe.co.uk , who will be able to give you a bit more information.
How can I care for my leather and suede?
To keep your leather and suede looking as good as new, leave it to dry naturally and brush the dirt off with natural bristled brush. When drying, don’t put anything on a radiator, as this may cause stains. And if you can, stuff newspaper inside to absorb the moisture. See below a list of the type of care products to use, always remembering to follow the manufacturer’s instructions carefully.
(We recommend Liquiproof Labs Sustainable Care products)
  • Suede: Suede Protector Spray.
  • Nubuck: Protector Spray. Be careful as this may darken nubuck colours.
  • High Shine Leather: Polish of the correct shade, buffing to shine.
  • Oily Leathers: Aqueous Wax Solution. Please be aware this will cause nubuck colours to darken.
 
Is the linen and leather in Psamathe’s products responsibly sourced?
We follow very strict responsible sourcing guidelines for the sourcing of all our materials and we regularly monitor our suppliers carefully to ensure they adhere to these high standards. To find out more about our sourcing, email us at info@psamathe.co.uk
Where can I read more on your sustainability journey?
We understand that our lifestyles impact our environment and we all can play a part in restoring our oceans, beaches and land. We are on a journey to become regenerative and restore our environment. That's why we are partnering with Kind Companion to take immediate climate action and offset our operations. Every product you purchase from us will allow us to plant 5 trees and fund the removal of ocean bound plastics.
Find out all you need to know on our regenerative climate action with Kind Companion here.

Refunds and Exchanges

Returns Policy:
Our full Returns Policy can be found here.
To start a refund click here

Gifts – Wrapping & Returns

Do you offer Gift Wrapping?
We'd love to be able to offer a Gift Wrapping service, but we don't have the facilities to do this right now. If you send a delivery directly to another recipient, it will have the tags attached and the invoice enclosed.
Can I return a gift I’m not too keen on?
We want you to love everything about your new Psamathe clothing! However, if you are not delighted with your items it’s not a problem, we are happy for you to return them to us, with your returns form, as outlined in the Return Policy
Please note that we will only be able to offer a Gift Card or Exchange for a Gift Return.
Please keep hold of your proof of postage.

Miscellaneous

Got a complaint?
Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again to you or any future customer.
For any other complaints we advise that you contact our Customer Service Centre where our crew will be happy to assist you immediately and resolve any problems you may have experienced.
We aim to resolve all complaints within 7 working days unless there are extenuating circumstances.
The items I bought recently have been reduced – can I get the sale price?
For any purchases made online, if we reduce your items within 24 hours of ordering, please email info@psamathe.co.uk when you receive your delivery and we'll refund the difference back to you, no problem at all.

VAT

Europe
Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate. Don’t worry, this is all covered in the price seen on the site.
Can I get a VAT invoice?
If you require a VAT invoice, please email info@psamathe.co.uk. We will then aim to email this across to you within 7 working days.