We want your Pemberton experience to be effortless from the moment you place your order to the moment your parcel arrives. Below you will find everything you need to know about how we deliver, and what to do if something isn't quite right.

DELIVERY

Delivery

United Kingdom

–      Standard Delivery (2–4 working days): £4.95 — free on orders over £150

–      Express Next-Day Delivery (order by 1pm Mon–Fri): £9.95

–      Same Day Delivery: £12.95 — select your preferred delivery date at checkout

Europe

–      Standard International (4–7 working days): £12.95

–      Express International (2–4 working days): £19.95

Rest of World

–      Standard International (7–14 working days): £18.95

–      Express International (4–7 working days): £27.95

All orders are dispatched from our London fulfilment centre Monday to Friday, excluding UK public holidays. You will receive a confirmation email with tracking information as soon as your order is on its way.

Duties & Taxes

For international orders, import duties and local taxes may apply upon arrival in your country. These charges are outside our control and are the responsibility of the customer. We recommend checking your local customs regulations before ordering.

RETURNS

Returns & Exchanges

Our Policy

We accept returns on full-price, unworn items within 30 days of delivery, provided they are returned in their original condition with all packaging and tags intact. Items that have been worn, washed, or altered cannot be accepted.

Sale and discounted items may be returned for an exchange or credit note within 14 days. They are not eligible for a cash refund unless faulty.

How to Return

–      Visit our Returns Portal at returns.pembertonlondon.com

–      Enter your order number and email address

–      Select the item(s) you wish to return and your reason

–      Download and print your prepaid Royal Mail returns label

–      Package your items securely in the original box where possible

–      Drop your parcel at any Post Office — we recommend retaining your proof of postage

Processing Times

Once we receive your return, please allow 3–5 working days for inspection and processing. Refunds are returned to your original payment method and may take a further 3–5 working days to appear, depending on your bank.

Faulty or Incorrect Items

If you have received a faulty, damaged, or incorrect item, we sincerely apologise. Please contact us at hello@pembertonlondon.com with your order number and a photograph, and we will resolve this for you as a matter of priority — at no cost to you.

Exchanges

To exchange for a different size or colour, please initiate a return as above and place a new order. If you would prefer us to handle the exchange directly, email us and we will be happy to assist, subject to stock availability.

Privacy Policy

LAST UPDATED

Last updated: 26th March 2026 | Effective from: 26th March 2026

Pemberton London Ltd ('Pemberton London', 'we', 'us', 'our') is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share information about you when you use our website (pembertonlondon.com), make a purchase, or communicate with us.

We are registered as a data controller with the Information Commissioner's Office (ICO) under registration number [XXXXXXXX]. Our registered address is [Address], London, [Postcode].

1. Information We Collect

Information You Provide

–      Name, email address, telephone number, and delivery/billing address when placing an order or creating an account

–      Payment information — processed securely via our payment provider and never stored by us

–      Communications you send us, including customer service enquiries and feedback

–      Marketing preferences when you subscribe to our mailing list

Information Collected Automatically

–      Browser type, IP address, device type, and operating system

–      Pages visited, time spent on site, and referring URLs

–      Cookie data — see our Cookie Policy for full details

2. How We Use Your Information

–      To process and fulfil your orders and send you relevant notifications

–      To manage your account and provide customer support

–      To send marketing emails where you have given consent — you may unsubscribe at any time

–      To improve our website, products, and services through analytics

–      To comply with our legal and regulatory obligations

–      To detect and prevent fraud

3. Legal Basis for Processing

We process your data under the following legal bases: (a) performance of a contract — to fulfil your orders; (b) legitimate interests — to run and improve our business; (c) consent — for marketing communications; and (d) legal obligation — where required by law.

4. Sharing Your Data

We do not sell your personal data. We may share it with trusted third parties who help us operate our business, including payment processors, delivery partners, email marketing platforms, and analytics providers. All such parties are contractually required to handle your data in accordance with applicable law.

We may also disclose your data where required by law or to protect the rights, property, or safety of Pemberton London, our customers, or others.

5. International Transfers

Some of our service providers operate outside the UK or EEA. Where data is transferred internationally, we ensure appropriate safeguards are in place — including standard contractual clauses approved by the UK ICO.

6. Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected. Order data is retained for seven years in line with UK financial record-keeping requirements. Marketing data is retained until you withdraw consent.

7. Your Rights

Under UK GDPR, you have the right to: access your data; correct inaccurate data; request erasure; object to or restrict processing; data portability; and to withdraw consent at any time. To exercise any of these rights, please contact privacy@pembertonlondon.com. You also have the right to lodge a complaint with the ICO at ico.org.uk.

8. Contact

For any privacy-related queries, contact our Data Protection lead at privacy@pembertonlondon.com or write to us at our registered address.

Cookie Policy

LAST UPDATED

Last updated: 26th March 2026

This Cookie Policy explains how Pemberton London Ltd uses cookies and similar tracking technologies on pembertonlondon.com, and the choices available to you.

What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They serve various functions — from keeping you logged in, to helping us understand how our website is being used. Some cookies are placed directly by us; others are placed by third-party services we use.

Types of Cookies We Use

Strictly Necessary Cookies

These are essential for the website to function. They enable core features such as your shopping cart, account login, and checkout security. These cookies cannot be switched off in our system as they are required for the site to operate.

Performance & Analytics Cookies

These help us understand how visitors interact with our site — which pages are most visited, how long people stay, and where they came from. We use this data in aggregate to improve our website. We use Google Analytics for this purpose.

Functionality Cookies

These remember your preferences — such as your saved size or currency setting — to personalise your experience on return visits.

Targeting & Marketing Cookies

With your consent, we use cookies to show you relevant Pemberton London advertising on third-party platforms including Meta (Instagram and Facebook) and Google. These cookies track your browsing activity across websites. You may withdraw consent at any time via our cookie preferences centre.

Managing Your Cookie Preferences

When you first visit our site, you will be asked to consent to non-essential cookies. You can update your preferences at any time by clicking 'Cookie Settings' in the footer of our website. Please note that disabling certain cookies may affect the functionality of the site.

You may also manage cookies directly through your browser settings. Visit aboutcookies.org for guidance specific to your browser.

Changes to This Policy

We may update this Cookie Policy from time to time. Any changes will be posted on this page with a revised 'last updated' date.

Terms & Conditions

LAST UPDATED

Last updated: 26th March 2026| Effective from: 26th March 2026

Please read these Terms and Conditions carefully before using pembertonlondon.com or placing an order with us. By accessing our website or making a purchase, you agree to be bound by these terms.

1. About Us

Pemberton London Ltd is a company registered in England and Wales. Company Registration No: [XXXXXXXX]. VAT Registration No: [XXXXXXXXX]. Registered address: [Address], London, [Postcode].

2. Orders

When you place an order, you are making an offer to purchase. We reserve the right to accept or decline any order. A contract between us is formed only when we send you an order confirmation email. We reserve the right to cancel orders where pricing errors have occurred; in such cases, a full refund will be issued promptly.

3. Pricing

All prices are displayed in British Pounds (GBP) and include UK VAT where applicable. We reserve the right to amend prices at any time. Prices in force at the time of your order will apply to that order.

4. Payment

We accept major credit and debit cards, PayPal, Apple Pay, and Klarna. Payment is taken at the time of order. All transactions are encrypted and processed through secure third-party payment processors. We do not store your card details.

5. Delivery

Delivery timescales are estimates and not guaranteed. Pemberton London is not liable for delays caused by circumstances beyond our reasonable control, including postal disruptions, customs delays, or adverse weather conditions. Risk of loss passes to you upon delivery.

6. Returns & Consumer Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the goods. Our 30-day return policy is more generous than this legal minimum. Your statutory rights are not affected by our returns policy.

7. Intellectual Property

All content on pembertonlondon.com — including text, images, design, logos, and trademarks — is the property of Pemberton London Ltd and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use any content without our prior written consent.

8. Limitation of Liability

To the fullest extent permitted by law, Pemberton London shall not be liable for any indirect, incidental, or consequential losses arising from your use of our website or products. Our total liability to you in respect of any order shall not exceed the price paid for the goods in question.

9. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

10. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version will always be available on our website. Continued use of the website following any changes constitutes your acceptance of the revised terms.

11. Contact

For any queries regarding these Terms and Conditions, please contact us at pembertonstudios@gmail.com