Customer Service


Shipping & Delivery

We offer the following UK delivery options: 

FREE  - Collect in store orders will be available for collection within a 3 days       

£3.99   - Standard 2-3 day delivery by courier

FREE  - Order over £45 2-3 day delivery by courier

£4.99   - Next day express orders before 1pm

Please allow 3 working days for orders before 1pm, 3-4 working days for orders after 1pm

Please note during our promotions due to the high level of orders, your parcel may take a little longer

Please note orders over £45 are delivered free of charge

Gift Vouchers are delivered free of charge if other items are ordered. Delivery is charged at £1 for singular transactions. Gift vouchers will be delivered separately via the post.

Collect in Store

Simply shop online and once at the checkout our system will offer you the collect in store delivery option.

You will receive your order confirmation via email, which will detail the store address and telephone number, or if ordering by telephone the advisor will provide you with your order number.

Parcels should arrive in store up to 2 days from ordering. The store will email you when this has arrived. You will need to provide either a printed copy of your order confirmation or present proof of identification when you visit the store.

You will have up to 14 days from receipt of the parcel in-store to collect your parcel. We will only hold your parcel up to 14 days from receipt of the parcel in store to collect.

Tracking Your Order

The most cost effective options for delivery of most orders are Collect in store and Standard delivery; unfortunately neither of this services is able to offer a tracking facility.

To track your UK or overseas order delivered by UK Mail, please contact Customer Services by email on

Cancelling Your Order

Once an order has been placed and confirmed, it is immediately transmitted to our processing team, and therefore cannot be stopped or amended.

You are within your rights to cancel an order with 7 days by notifying us in writing. In this case, all goods must be returned in their original condition. Your total costs, including postage and packaging, will be refunded at this time.

Returns & Refunds Procedure 

Unwanted items may either be returned to us by post or to any PFF store within 14 days of receipt of the last item in your order. Any items to be returned must be in their original condition with all tags attached, together with the delivery note.

If you wish to return by post please use the returns label enclosed with your parcel. Please note that if you choose this method we will not bear the postage costs. Refunds will be processed within 7 days. Unfortunately exchanges cannot be done via return to the web. However, if you return to store, a refund or exchange will be dealt with immediately.

In the interest of hygiene, we cannot exchange or refund pierced earrings.

Please refer to your delivery note for full details. 

Returning Goods Bought as Special Offers

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer.
If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.
For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items or vouchers back for us to process a refund.

Returning goods bought as Special Promotions

If you return a single item bought when using a £ off or % discount promotion then you will be refunded the full price of that item less the total discount given in the offer.
The % discount or £ off promotion is only valid at time of purchase and cannot be transferred to a subsequent purchase.
If you are only returning one item bought as part of a larger purchase (2 or more products) then the discount you received will be equally divided against all purchases you made at the time. Therefore the refund given on one item will be the normal purchase price minus a percentage of the discount.
For example when buying 5 items spending a total of £50 if you used a £10 off promotion, on returning 1 of the 5 items then you would receive the items purchase price minus one fifth of the £10 discount applied at time of purchase.
Discounts cannot be re-applied to further purchases.

Lingerie Returns Policy

A refund or exchange will be offered on all unworn lingerie within 28 days of purchase. All packaging including labels must be intact and a proof of purchase provided.