Delivery & Returns
DELIVERY COSTS AND DETAILS
Standard UK delivery is free. It usually takes 1-3 days to process your order, and 2-5 days for delivery. For more information please contact us via our contact page to choose your preferred method.
HAS MY ORDER BEEN DISPATCHED?
You’ll receive an email including your tracking information for your order as soon as it’s been dispatched. We’ll also send you email updates throughout the delivery process, so you know where your parcel is.
In an effort to move to a more paperless solution over the next 12 months we'll be moving away from including a paper copy of your dispatch note in your parcel and so your dispatch note which includes, order and returns information as well as any pre-paid returns labels will also emailed to you. We're rolling this change out over the next 12 months so in the meantime you might get a paper copy and an email.
HOW DO I TRACK MY PARCEL?
You can follow the progress of the nice, new items in your order by clicking or tapping through from your confirmation email. This will be updated at each stage by our courier. If the tracking says your parcel has been delivered and you haven’t received your parcel, please don’t hesitate to contact our Customer Service team.
I'VE RECEIVED THE WRONG ITEM, WHAT CAN I DO?
If you’ve received the correct number of items, but one isn’t what you ordered – please let us know within 48 hours what should have been received instead. You’ll then need to return the wrong item letting us know if you’d like the correct item sent to you or if you’d like to receive a refund using your returns paperwork. As soon as we receive this we’ll get the correct item sent out or your refund actioned.
IF I'M NOT HOME WHEN MY DELIVERY IS EXPECTED, WHAT CAN I DO?
Don’t worry; all of our couriers will try two separate delivery attempts to the address you’ve supplied. For standard delivery, a third attempt is possible whereas the next day delivery service can be taken to a store for collection. Where possible, a signature is obtained on all our deliveries so the couriers may attempt to leave the parcel with a neighbour. If you’d like to allocate a neighbour for your delivery simply add a note to the ‘Special Delivery Instruction’ tab during the checkout. Unfortunately, any action other than obtaining a signature is down to the courier’s discretion.
WILL I HAVE TO SIGN FOR MY DELIVERY?
If you’ve placed your order with standard delivery service you may be asked by our couriers to sign for your delivery. If you’ve placed your order with our next day delivery service, you will be asked to sign for your delivery.
CAN I AMEND MY DELIVERY ADDRESS AFTER PURCHASE?
We know that you want your new gear quickly so we aim to process your order as soon as we get it to make sure you get your order delivered as soon as possible. So unfortunately, once the order has been processed we’re unable to amend your delivery address.
CAN I DELIVER TO AN ADDRESS WHICH IS DIFFERENT TO MY BILLING ADDRESS?
Yes, we absolutely can. Once you’ve filled out your billing address details in the checkout you’ll then be able to add an alternative delivery address. You just have to make sure you do this yourself before submitting your order; we can’t change this information once the processing has begun, unfortunately.
I'M MISSING AN ITEM FROM MY ORDER
If you’re missing an item from your order let us know within 48 hours. You’ll be offered to have the missing item sent to you separately or to receive a refund. As part of our on-going fraud prevention measures, a letter or email may be sent to you and requires signing before your missing item will be sent out.
I'M NOT HAPPY WITH THE DELIVERY SERVICE I'VE RECEIVED
At PL8 LAB we strive to make sure that all our customers receive the highest standard of service throughout their shopping experience and work hard to ensure that all orders are processed and delivered to you as soon as possible. If you’re unhappy with the level of service you have received, please contact us to let us know to see how we can help – we appreciate your feedback and will pass it on to the relevant courier company.