Frequently Asked Questions
Q: How do I make an order?
A: To make an order you can browse through our online shop and select the item(s) you wish to purchase. You then select the size and add the item(s) to your shopping basket. To complete the order go to the Shopping Bag area where you can pay for the item.
If you have already signed up for a PilotLondon.eu account you enter payment details and complete the order. If you are a new user then you can choose to set up an account by setting a password once you have placed your first order.
Q: What are the benefits of creating a PilotLondon.eu account?
A: By creating a PilotLondon.eu account you will be able to checkout faster, save multiple delivery addresses, view and track your orders in your account and more. You can choose to set up an account by setting a password once you have placed your first order.
Q: Can I place an order by phone?
A: Sorry, we can only accept orders on the website.
Q: Can I order items from your website that are not currently in stock?
A: You can only order items that are currently in stock. However, we regularly top up stock on our website so please keep checking.
Q: Will I receive an order acknowledgement?
A: Yes, you will receive confirmation by email that we have received your offer to buy items from us ('order acknowledgement'). We will send a further email to confirm once the items have been dispatched. No contract for the sale of any product will subsist between you and PilotLondon.eu until the product(s) ordered are dispatched. We will confirm that the product(s) have been dispatched by a confirmation email.
Q: What if I have a problem placing my order online or if I’m not sure it’s gone through?
A: If you receive a confirmation email then your order has gone through. If you haven’t had an email and you have registered an account (i.e. you entered a password when placing your order), log in via the Customer Login link at the very top of the website's page. If your order doesn’t appear on the list you will need to place it again.
If you do not have a PilotLondon.eu account, contact us.
Q: Can I add an item to my order after I have placed it?
A: No, you will need to place a separate order for anything else that you want to buy.
Q: Can I have my order delivered to an address other than my home address, such as work or a friend’s?
A: You can place orders to be delivered to an address that is different to your home address when you go through the checkout process. You can maintain several different addresses within the “My Account” section of the site to make this easier.
Q: How do I track my order?
A: If you set a password after placing your first order with us you can see the status of your order at any time in the Customer Account area of the website. Delivery tracking is only available with certain postage services.
Q: How do I change or cancel my order?
A: Changing your order depends on the status of your order. If it has been dispatched then you will have to return the item or items once you have received them. However if the item has not been dispatched you can contact us with your amendments. We cannot guarantee that your order will be changed but we will attempt to make the changes. If your order cannot be changed then we will notify you.
Q: My order did not go through but I think you have charged me.
A: PilotLondon.eu will only charge accepted orders. However, if you believe this to be the case please contact us.
Q: I only received part of my order.
A: If you have only received part of your order and we have not notified you that only part of your order has been sent, then please contact us stating your Order number. We will then investigate and let you know how we intend to resolve the problem.
Q: My order has not arrived, what do I do?
A: If the order has not arrived within 10 days of the order date, then please contact us, quoting your Order / Web Receipt number.
Q: I received the wrong order.
A: If you have received the wrong order, please contact us stating your Web receipt number. We will then advise you of the next step.
Q: Why have you cancelled my order?
A: Please contact us and we will look into this for you and revert.
Q: What payment methods do you accept?
A: We accept the following credit and debit cards: Visa, MasterCard, Visa Electron, Visa Debit, Maestro and American Express. We also accept payments via Paypal and Apple Pay and Google Pay.
Q: Is my payment information safe?
A: Your security is very important to us. Our payments are processed via a Tier 1 Certified payment processing company, adhering to the payment card industry's highest standards of payment data security.
Q: Can I use different currencies to make a purchase?
A: We accept Pounds Sterling only. Prices are shown in Pounds Sterling unless otherwise displayed.
Q: Why has my card been declined?
A: Your bank will be able to let you know why your card has been declined.
Q: What delivery options do you provide?
A: Please see our Delivery page
Q: Where do you deliver to?
A: Please see our Delivery page
Q: Can I receive more information on products?
A: We aim to provide you with as much information on the website as we can. However if you require more information on a product you can contact us and we will do our best to assist you.
Q: Can I find out if you will be getting replacement stock on items that have sold out?
A: Many of the items on PilotLondon.eu do sell out quickly so please contact us with as many details as possible and we will check and confirm the availability date.
Q: Where can I buy an item I have seen advertised?
A: If the item is not available on the website, contact us with as many details as possible and we will confirm the availability date.
Q: Can I order a catalogue?
A: We do not produce a catalogue at present.
Q: How do I return an item by post?
A: Returns / exchanges (if requested by UK customers) are available within 14 days from actual receipt. Please follow this procedure, also available on the back of your Web Receipt:
(i) To return an item by post you do not need a returns number from us. Please note that we reserve the right to refuse late return / exchange requests (please refer to our Returns policy) and that some products are non-returnable due to hygiene reasons (please refer to section 12 of the Terms & Conditions).
(ii) The reason for the return must be entered in the returns section which appears on the back of your Web Receipt.
(iii) If you require an exchange then please complete the exchange section which appears on the back of the Web Receipt.
(iv) Place the duly completed returns form with the item(s) and wrap adequately and make sure they are in a fully sealed package.
(v) Ensure that the following address is clearly marked on the package:
c/o Distribution Centre
(vi) For returns from the UK, ensure that you obtain a certificate of posting from the Post Office as proof of postage. Keep this in a safe place until you have received your refund / exchange as it is your proof of postage in the event of the goods being lost in transit. Make sure that this certificate of posting has our name and returns address on it and the post office date stamped confirmation on it. Allow up to 7 days for your item(s) to reach us when sending from the UK.
(vii) For returns from international countries, ensure that you obtain a document or certificate from the postal service as proof of postage. Keep this in a safe place until you have received your refund as it is your proof of postage in the event of the goods being lost in transit. Make sure that this proof of posting has our name and returns address on it and official confirmation of the date of postage on it. Allow up to 14 days for your item(s) to reach us.
Q: How do I exchange for a different item?
A: Please follow the Returns procedure entering the reason for the return in the returns section which appears on the back of your Web Receipt and completing the Exchange section which appears on the back of the Web Receipt.
Q: Do I have to pay for returning the item?
A: The customer is responsible for the cost of returning goods back to us unless the item(s) received were faulty or the wrong order was sent. Please see the Returns policy for more information.
Q: When will you refund my money?
A: We will refund your money as soon as we can but please allow up to 7 working days after we receive your returned item(s). You will receive an email confirming the refund. After you receive the refund confirmation email, please allow for at least 5 working days for the money to be placed back into your account.
Your card issuer or bank is responsible for crediting your account therefore, we do not have any control from the point we apply the refund to the point it is actually credited to your account. If your card has expired or the refund has not been accepted back onto the card, we will arrange with you to refund to an alternative method of payment.
Q: What do I do if there is a problem with my return?
A: Email us at firstname.lastname@example.org
Q: I bought an item but it is now faulty, what can I do?
A: Follow the Returns procedure which provides full details.
Q: I have forgotten my password (or my password doesn't work) what do I do?
A: You can reset your password at any time in the Customer Account login page. A new password will be e-mailed to you.
Q: Do you offer Student Discount online?
A: Yes, please see our Student Discount information
Q: I have lost my web receipt, what do I do?
A: Request a copy of the Web Receipt by contacting us.
Q: How can I find items I want online?
A: Simply use the ‘Search’ link on the website and type in the product code or a description of the item you are looking for, or use the links down the left hand side.
Q: How can I have my details removed from your mailing list?
A: You can unsubscribe from our mailing list by clicking the 'Follow this link to unsubscribe' link from any newsletter we have sent to you.
If for any reason you have any problems unsubscribing, contact us requesting your removal from our mailing list.
Q: I am a customer, how do I contact you?
A: Contact us by email at email@example.com or see our contacts page.
Q: I have a trade or business enquiry, how do I contact you?
A: E-mail us at firstname.lastname@example.org
If you are unable to find an answer to your question or need further help, please contact us.