FAQ
To help you find some of the answers to our most commonly asked questions we’ve created this page to help you.
Shipping FAQ
Do orders need to be signed for?
What are your cut off times for dispatch?
Can I get a refund for something that didn’t turn up?
Can I get a tracking code for my order?
Refunds FAQ
Can I get a refund for something I didn’t like?
Misc FAQ
How will my purchases show up on my credit/debit card?
Do you support LGBT+ organisations?
Discounts and Offers FAQ
Do you do a student discount scheme?
Where is my package?
We use the Royal Mail 48 service. Which aims to get packages to people within 2 to 5 days. However due to ongoing COVID related issues some packages may take longer. If you’re living within the EU and your package hasn’t arrived we have been made aware that there are some issues relating to Customs affecting the arrival times of packages.
We are looking at the best to fulfil all packages in the most timely way.
Once your items have left our warehouse you will receive an email telling you that the order has been dispatched.
We have limited information to determine the tracking of this items – this is to help us keeping the shipping price low. However we are able to see whether an item has actually been delivered. Please get in touch with customer services for more information.
When is my order dispatched
We aim to get all packages out on the day or the next day after you order on our website. However orders cannot be shipped on Bank Holidays, Public Holidays or on Sundays – this is because the Post Office is shut. If you order before 2 PM Monday to Friday your order will most likely be dispatched on that same day. Some items, like personalised merchandised or custom jewellery may take a little longer to get ready and might be dispatched the day after your order. You will receive an email when your order has been dispatched to let you know your goods are on the way.
What are your cut off times for dispatch?
If you order before 2 PM Monday to Friday your order will most likely be dispatched on that same day. Items ordered after this time will be dispatched the next working day, which is Monday through Saturday. On Saturday items ordered after 9 AM will be dispatched on Monday morning.
Will I get a dispatch email?
Yes, as soon as your order has left our building you will receive an email telling you that your order has been dispatched.
Do orders need to be signed for?
No our shipping service doesn’t require you to sign for any items. Although we can track whether an item has been delivered to its end address.
Can I get a tracking code for my order
Our tracking with Royal Mail only allows us to see if a package has been delivered, not where it is if it’s currently en route.
Is your packaging discreet?
Yes, our packaging is discreet and plain, there is no indication of what’s inside your item, unless we have to make a custom’s declaration.
Can I get a refund for a product that hasn’t turned up?
If your order hasn’t arrived within seven days after your dispatch date or if you haven’t received a dispatch email please do get in touch with us so we can investigate where your items are. It’s our goal to ensure that you receive your items in a timely fashion and we will do everything we can to make sure your items arrive.
I didn’t like my items can I get a refund?
If the items you ordered didn’t meet your expectations please let us know and we’ll gladly resend (if the items are broken or missing) or refund incorrect or faulty items.
Do you support any LGBT+ organisations?
Yes! We believe that the sale of Pride items should support Pride events. Many prides across the country can find it difficult to secure funding and there is no centralised grant system to help pride with costs, which is why we created The Pride Fund. It’s a fund which aims to help Pride events become financially sustainable, ensuring their future. A donation from each item we sell goes towards The Pride Fund, meaning that you are giving directly to prides across the UK. If you’d like to make a donation please visit the website.
How will my purchases show up on my credit/debit card?
Your credit / debit card statement will read: Diverse Retailing
Do you do a student discount scheme?
Yes we do! Find out all about it and how to sign up here.
Coupon Codes:
Coupon Codes and their discounts and validity remain at the discretion of THE PRIDE SHOP. Management may cancel them at anytime. Only advertised discount coupons from legitimate sources (our emails or mail outs) are valid.