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When will you charge my debit/credit card?
Your debit/credit card will be charged as soon as you complete your transaction. We will ship out your goods as soon as possible after that. Please see our Delivery Information for further details.
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- What cards do you accept?
We accept Visa Credit, Visa Delta, Electron, Mastercard, Switch, Maestro and Solo.
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- Do you accept orders over the phone?
Sorry, no. We do not offer a phone ordering service as our website is a much more secure and reliable method of ordering.
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- Can I change my order?
It depends on the status of your order. Please email us as soon as possible through our Contact Us page and we’ll let you know if you can.
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- The item I want is out of stock. Will you be getting anymore in?
Unfortunately some items will be out of stock or removed from the site altogether if discontinued. Please be advised that we will generally not be able to tell you when a product will be back in stock. Occasionally customers will return items to us that do not fit etc. We would advise you to keep checking the site to see if your desired item becomes available again.
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- How do I delete an item from my Shopping Bag?
You can delete an item from your Shopping Bag through either the View or Checkout tabs. Once in here, simply change the quantity to ‘0’ and click update.
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- Part of my order is missing. What should I do?
If you have received your order and an item is missing, please email us via the Contact Us page quoting your order number and the missing item.
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- I placed an order, but don’t have my order number. How do I get it?
If you have misplaced your order number, you can obtain it by emailing us through our Contact Us page. Please ensure you quote the full name that the order was placed in, and also the email address that was used.
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- Can I cancel my order?
Cancellations must be made within 7 days through our Contact Us page. Please make sure you include your order number when contacting us. For more information please see our Terms and Conditions.
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- I haven’t received my order yet. Where is it?
All orders received will normally be dispatched within 3 to 10 working days. Deliveries are normally made within 3-5 working days from despatch unless advised otherwise, or if being sent outside of the UK. Please allow up to 14 working days for your order to be delivered before contacting us. All deliveries are sent via Royal Mail’s Recorded Delivery service. Please allow up to 2-3 weeks for international orders to arrive. If there is a problem with your order preventing us from dispatching, we will normally contact you within 1 to 5 days of the order being received by us.
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- Can you ship to my country?
Please check out our latest list of countries on our Delivery Information page.
We are looking to ship to more countries in the future. If we do not ship to your country, please email us via our Contact Us page and we’ll see what we can do about adding your country to our shipping list!
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- I’m not going to be in when you deliver my parcel. What will happen?
Royal Mail will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
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- Why was my order charged a customs fee when it was delivered?
The postage cost we charge combines the handling fee for your package by our warehouse team, as well as the postage necessary to send your order. Our delivery information clearly states that all international orders may incur a customs fee by your local customs authorities. This is fee is being charged by your government, not PineappleShopping.com. We apologize for any inconvenience, but we have no control over the customs authorities in your country.
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- I would like to return an item I have ordered. How do I do this?
Obviously we hope you’ll love your purchase, but if it’s not quite right you may exchange or return it within 14 days from the date of despatch (you can find the despatch date on your despatch note). For hygiene reasons we do not offer exchanges or refunds on underwear, swimwear or jewellery. This is in addition to your statutory rights. In regards to returning DVDs: you may return any unopened DVD for a full refund or exchange. DVDs that have been opened are not returnable unless they are faulty. Please return products in their original packaging with a completed Returns Form. You will find the Returns Form at the bottom of your despatch note. If you have lost your despatch note, please Contact Us . The products must be unused with their pink label and white product label intact. The parcel is your responsibility until it arrives at our warehouse, so we strongly advise you to send it via Recorded Delivery and/or insure it appropriately. Delivery charges are non-refundable on returned orders (unless faulty). Refunds will be made via the original form of payment used. Please allow up to 3 weeks for your return to be processed.
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- I haven’t received my refund/exchange. Why?
We try to process our refunds/exchanges as quickly as possible, however sometimes it may take up to 3 weeks from when we receive your return for it to be processed. Depending on which bank you are with, refunds will take 3-10 working days to show up in your account, starting from the day that we process them. If you have any queries regarding your return, please email us through our Contact Us page.
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- The item I received is faulty or incorrect. Do I have to pay to send it back to you?
If you received the wrong item, or the item is faulty, we will reimburse you for the cost of posting it back to us. Please send the item back regular mail (it is suggested that you send via Recorded Delivery), and include your postage receipt with the item. We will not reimburse for express postage.
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- Can I return my website order to Pineapple shops?
If you purchased merchandise on the website it must be returned using the Returns Form at the bottom of your despatch note. Unfortunately at this time Pineapple shops cannot accept website returns.
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- How do I know which size to buy?
You can work out which size will best fit you by checking out our Size Guide.
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- Where can I buy Pineapple children’s clothes?
There is a range of Pineapple clothing in Debenhams stores and Debenhams online for girls ages 3-8 and 7-16 (including underwear, nightwear and footwear), and toddlers. This Pineapple range is developed exclusively for Debenhams and is very popular.
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- Your clothes don’t fit me. Why don’t you offer more sizes?
We have been investigating our sizing in depth recently and we are currently in the process of changing our sizing, and are introducing another size to our range, which will be called a L. This sized is aimed at a size 14+. The new sizing is gradually starting to arrive with our new products. We also sell a larger range of sizes in Debenhams stores throughout the UK and through Debenhams online.
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- Do you have the same clothes on the website as in the Pineapple shops?
The website features a selection of clothing we have in the shops and also some web-only merchandise.
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- I need to contact you, but you don’t have a phone number. Why?
We have found it much more efficient to use email as our primary contact method as this allows us to investigate your query and get back to you as soon as possible. If you need to contact us, please email us through our Contact Us page. We check our emails several times daily (Monday – Friday), and will usually reply the same day.
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- I have emailed you several times and haven’t received a response! Why won’t someone email me?
It’s likely that we did receive your email and have already responded. Some email servers, like Hotmail, Yahoo etc. mark our emails as spam or completely block them. Check your junk mail folder to see if our response is there, or save our address as one of your contacts. Alternatively, if possible, send from a different email address. Also please ensure that you have entered your email address in correctly on our Contact Us page.
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- I would like to sign up for the PineappleShopping.com newsletter. How do I do that?
You can sign up from the www.pineappleshopping.com homepage for the newsletter. There is a box in the left hand column where you can enter your email address. Please ensure you enter it in correctly so you can start receiving our newsletter!
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- My email address is not recognized. Why?
It may be that you have registered with another email address. You must use the exact email address and password combination with which you first registered in order to log back onto the site.
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- I’ve forgotten my password!
Visit our Forgotten Password page and we'll send you a reminder.
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- I purchased an item of Pineapple clothing from Debenhams and it is faulty. How do I return it?
A Pineapple range has been designed and developed exclusively for Debenhams and is only available in their stores and through Debenhams onlne. Therefore, all queries regarding these items need to go through Debenhams themselves. You can contact their customer service page here.
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- Can you send me out a catalogue?
Currently we do not have a printed catalogue.
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- I am opening a dance store and want to sell Pineapple clothes. How do I do this?
Please contact us using the Contact Us form on this site with your requirements and we will reply as soon as possible.
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- Can I buy gift vouchers online?
Unfortunately we do not sell gift vouchers online. You can purchase gift vouchers from any of our Pineapple Stores. These vouchers are only able to be used within our Pineapple stores. They are not able to be used online or in Debenhams stores.
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- Do you have any job vacancies in your shops?
All shop vacancies can be found on our Pineapple Studios Website.
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- Do you offer work experience at Pineapple?
Unfortunately we are not taking on students for work experience at this point in time. Please check back here for any updates.
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Debbie Moore Enterprises Ltd. All rights reserved.
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