How can we help?


Do I need to set up an account to place an order?

No, you are welcome to check out as a guest, but if you set up
an account we are able to hold your billing and delivery details to make
shopping easier next time.  You can
update your details at any time.

What can I do if something is wrong with my order?

If you have received the wrong item, or an item which is damaged or defective, please email us at and we will come back to you as soon as possible with a resolution.

Product Information

What do I do if a product is listed as ‘unavailable’?

Items, or certain sizes, may be out of stock online. Sometimes they are completely sold out, however in some instances we may be able to order the item in for you. If an item you are looking at is out of stock, please email us at and we will see what we can do!

Can I include a gift message with my order?

Yes, your message can be entered on the ‘BASKET’ page – this is the stage before ‘CHECKOUT’.

If you have any issues, please email us with your message and we will apply this manually.

Can I buy gift vouchers online?

Yes, you can buy E-gift cards online – you will find these in the ACCESSORIES section of the website.

Please note that you cannot use an E-gift card to purchase another E-gift card.

Can I redeem gift vouchers online?

Yes, please enter your E-gift card reference number during CHECKOUT.

Delivery, Returns & Exchanges

How do I know when my order has been shipped?

As soon as your order has been dispatched, you will be sent an email with the tracking number to confirm that it’s on its way. You can track your order using the tracking number provided.

How long does delivery take, and what is the cost?

UK Mainland Delivery (inc. Northern Ireland)

  • Store Pick Up: We aim to have your order ready the same day, but it may take up to 24 hours. We will notify you via email when your order is ready for collection in-store.
  • Standard: 2-3 working days with Royal Mail’s Tracked 24 service. Free for all orders over £200 (£5.95 for orders less than £200)

All orders are shipped with Royal Mail – Tracked 24 With Signature. Once shipped, you will be sent your tracking number and updated on your parcel's progress via email.

How do I return an item?

If you are not completely satisfied with your online purchase and wish to return it for a full refund*, please ensure that the goods are returned in perfect saleable condition, in their original packaging, with the invoice as proof of purchase, within 14 days of receipt.
The return address is: PAVEMENT, 21 Orford Road, London, E17 9NL

We will issue a full refund to the card used when placing the order, excluding any delivery charges. Please allow up to 10 days for a full refund from the date we receive the goods.

Please Note: The cost of returning the goods in a safe and saleable condition is the customer’s responsibility. We strongly suggest customers use a signed for delivery service as refunds will not be issued for goods that are lost in transit.

*Please note: Items excluded from this policy are as follows: underwear; earrings; hair accessories; beauty; fragrance (including home fragrance). These items are non-refundable and cannot be exchanged. This does not affect your statutory rights regarding faulty items.

How do I exchange an item?

We do not currently offer an exchange service for online orders. If you would like to exchange an item ordered online, you must first return the original item and then place a new order.
The return address is: PAVEMENT, 21 Orford Road, London, E17 9NL

You will be refunded for the original item in accordance with our standard returns policy.

If you need an alternative size or colour of an item that you have ordered online, please get in touch via email at and we will let you know if the required item is available.


Do you have a store?

Yes, please come visit us in person at our store in Walthamstow Village; PAVEMENT, 21 Orford Road, London, E17 9NL.

Get in touch

Have questions about your order, or a general enquiry?