Shipping & Returns

Please note that shipping fees are non-refundable. The delivery window begins when your order is collected by the carrier. Delivery times can vary depending on the carrier and your location, so we are not able to guarantee them. All orders placed on pjota.com are dispatched from our UK warehouse. Orders containing multiple items may occasionally be sent in separate parcels depending on stock location. For international shipments, DHL or FedEx may need additional information for customs clearance (such as a fiscal or identification number), depending on the total value of your order. You may be contacted by email, phone, or text to provide this. Being contacted in this way does not mean you have signed up for any service or that you will be asked for extra payment on delivery. Without the requested information, the carrier will not be able to deliver your parcel and it will be returned to the warehouse. Once your parcel has shipped, you will receive a Shipping Confirmation email containing a tracking number. If you have an account, you can also check the status in "My Orders". We offer flat-rate shipping fees at checkout, and there will be no extra costs on delivery (all orders are shipped delivered duty paid). Shipments are sent using either FedEx or DHL Express. Our shipping services pause for certain UK public holidays due to warehouse closures. Orders placed on these days will be processed the next working day. All orders are processed automatically, and we cannot expedite or delay dispatch.

International orders include a flat-rate shipping fee and may attract customs duties, taxes, or brokerage fees. For orders shipped to the UK, US, or countries within the EU where such fees apply, Pjota will cover them. For all other destinations, any customs duties, taxes, or brokerage fees are the recipient’s responsibility and will be calculated, shown, and charged at checkout.

At present we cannot ship orders to PO Boxes, BFPO addresses, or General Delivery. Orders placed to these address types will be cancelled.

For selected items, you can place your order online and collect it from our Shoreditch showroom. If a piece is available for collection, the option will appear on its product page along with the showroom location. Orders combining shipping and collection items cannot be processed together. Please place separate orders for items with different fulfilment methods. The collection process follows the same checkout flow as a standard delivery order. You will receive an email when your order is ready, usually within 1 to 2 business days. Please collect your order within 14 business days of receiving the ready-for-collection email. Orders left uncollected after this period will be cancelled. When collecting, please bring your order confirmation and a valid photo ID. If someone is collecting on your behalf, they will need to bring the same documents. Collection-only items cannot be shipped. If you are unable to come in, please get in touch and we will do our best to help. Returns can be brought back to the showroom within 14 days of collection. If you are not able to visit in person, contact our Customer Care team within 14 days to request a return label. Returns must be shipped from the same country as your collection point.

We are happy to offer an exchange or refund on any in-season items within 14 days of receipt, provided they are unworn and in re-saleable condition, with all original labels and hang tags attached.

Once your return is received, inspected, and approved as saleable, your refund will be processed, and a credit will be applied to your credit card or other original method of payment. Please allow 7-14 business days from the time you mail your order for your return or exchange to be processed. We will notify you via email once your return has been processed. If the items are damaged or do not meet the conditions above, they will be sent back to you and the return refused. Please note that shipping fees are non-refundable. Pjota covers the return label and associated shipping costs for orders coming back from the following regions: United States, United Kingdom, European Union, Canada, Switzerland, Monaco, San Marino, Vatican City, Norway, UAE, Qatar, Japan, Hong Kong, Macau, Australia, Indonesia, South Korea, Malaysia, New Zealand, Philippines, Singapore, Thailand, Taiwan, Vietnam. For regions not included in the list above, it is the customer’s responsibility to arrange the return of any unwanted items. If you have any questions or concerns about our returns process, please contact Customer Care. For more information on your statutory right to return, please see our Terms and Conditions.

Once an order is placed, we do not have the ability to cancel it. Please review your order carefully before confirming purchase.

Once your return reaches the warehouse, please allow up to 10 business days for it to be processed and the refund issued. Once your return has been approved, we will send you a Refund Confirmation email. Refunds are always issued to the original payment method used at checkout. After we issue the refund, the time it takes to appear in your account depends on your bank or payment provider, and typically ranges from 5 to 10 business days for credit cards. Apple Pay, AliPay, and ShopPay refunds usually follow the same timing as the underlying card or account linked to them. If you have received a Refund Confirmation email but the refund has not arrived, please contact your bank first. If they are unable to locate it, please get in touch with Customer Care.