FAQS

ORDERS

What payment methods are available?

We accept the following payment methods: Visa, Mastercard, Solo, Maestro, Visa Debit, Visa Electron, American Express, Klarna and PayPal. Please note that all prices on www.paradiserowlondon.com are in United Kingdom Sterling (GBP £). We advise customers outside the UK to check currency exchange rates between GBP £ and the local currency before placing an order on www.paradiserowlondon.com.

Are my card details secure?

At Paradise Row, we have created a secure online shopping experience where your online security is of utmost importance. Please see our privacy policy for further information.

Do you offer price adjustments or promotions?

We have taken great care to ensure prices are accurate. Prices may change over time and the correct up-to-date prices will be applied when you select an item from the shopping list and add to your current basket. Promotions and prices you see in stores which stock our products do not apply to www.paradiserowlondon.com, and vice versa.

Can I amend or cancel my order?

Please see our Returns and Exchanges page for further details.

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ACCOUNT

Do I need an account to place an order?

You do not require an account to place an order. However, if you join our community by subscribing to #paradiserowcurates, you can receive £25 credit towards your first order.

What do I receive if I subscribe to the #paradiserowcurates newsletter?

The creative Londoner's digital digest. Expect the latest in openings, pop-ups, exhibitions and exclusive interviews straight to your inbox each month. You will also receive all the latest updates on our new product launches, as well as news and information about what we are up to.



DELIVERY
What are my delivery options?

We currently ship to the UK as well as internationally. We use DPD/DHL/Fedex to deliver our orders.

How much is UK delivery and how long will it take?

UK delivery is free and tracked. Your order will be dealt with as promptly as possible and we endeavour to dispatch goods within 1-3 working days. Please allow up to 5 working days for delivery once you have received confirmation of your order.

Please allow an additional 5 working days for personalised items.

Please note that some items in the Studio Collection are made to order so please allow 2-3 weeks from receipt of this email.

Your order will be shipped by courier service once payment has been approved and the delivery/billing address has been verified.

How much is international delivery and how long will it take?

£15 for Europe and £20 for RoW.

Free international shipping for all orders over £250.

Will all of my items be delivered together?

Yes.

How can I track my parcel?

You will receive a personal email once your order has been dispatched with a tracking number for your reference.

Will I need to sign for my order?

Yes, all deliveries require a signature upon receipt.

Can I change my delivery address?

Provided your order hasn't yet been dispatched, we will do our best to accommodate changes where possible. Please email info@paradiserowlondon.com quoting your order reference.

What do I do if I never received my order?

Please contact us at info@paradiserowlondon.com and we will get back to you ASAP.

What do I do if I received a defective order?

All of our products are handmade with care and attention and quality checked before dispatch. In the unlikely event that your order is damaged, please contact us at info@paradiserowlondon.com.



RETURNS
What is your returns policy?

Please see our Returns and Exchanges page for further details.

How will I know if you have received my return?

Please keep hold of your proof of postage receipt, so you can ensure that your return reaches us successfully.

You will receive email confirmation once your return has been received and your refund completed.

How long will it take to receive my refund?

Please see our Returns and Exchanges page for further details.

What is your returns address?

Paradise Row Studios

Unit 16, 7 Wenlock Road

Hoxton

N1 7SL

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SUSTAINABILITY

Is leather sustainable?

As a natural by-product of the food industry, leather is an extremely sustainable material, particularly when compared to vegan alternatives which are often made substantially of plastic. Without the leather industry, these hides would have to be discarded, burnt or destroyed.

Most of the world's leather is tanned using chromium salts, harsh chemicals that can be dangerous if mismanaged. At Paradise Row, we use vegetable tanning, an old world artisanal process which uses natural vegetation to tan the leather organically.

Paradise Row only uses leathers which are fully traceable and compliant with European REACH regulations and from tanneries which are fully audited by the Leather Working Group. The tanneries we use have substantially reduced water consumption over the last decade, using innovative water recycling techniques to save millions of litres of water each year, whilst the modernisation of machinery continues to reduce energy consumption year after year. 

 

Is vegetable tanned leather the same as vegan leather?

No. Vegetable tanning refers to the tanning process rather than the material itself which comes from an animal. Vegan leather does not use any animal products. However, most leathers marketed as "vegan" are heavily dependent on plastics to form a durable alternative to real leather. As a synthetic product, vegan leather tends to wear more quickly than real leather and may start to show signs of cracking and peeling within a year or two.

 

Where can I find information on sustainability?

To read more about how Paradise Row is working towards a more sustainable future, please visit the Our Story page.

 

If your question has not been listed above, please feel free to get in touch with us at info@paradiserowlondon.com and we will be happy to help you.

 

KLARNA

PAY LATER IN 3 INTEREST-FREE INSTALMENTS
FREQUENTLY ASKED QUESTIONS
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

HOW DOES PAY LATER IN 3 INTEREST-FREE INSTALMENTS WORK?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Paradise Row and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

AM I ELIGIBLE FOR PAY LATER IN 3 INTEREST-FREE INSTALMENTS?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

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HOW CAN I INCREASE MY CHANCES OF BEING ACCEPTED FOR PAY LATER IN 3 INTEREST-FREE INSTALMENTS?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

WHAT DO I NEED TO PROVIDE WHEN I MAKE A PURCHASE?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

WILL A CREDIT SEARCH TAKE PLACE AGAINST ME?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Paradise Row run credit searches against you that could impact your credit rating.

WHY HAVE I NOT BEEN OFFERED PAY LATER IN 3 INTEREST-FREE INSTALMENTS?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

WHAT ARE MY PAYMENT OPTIONS WITH KLARNA?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

WHAT HAPPENS IF I CANCEL OR RETURN MY ORDER?
As soon as Paradise Row have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

WHAT HAPPENS IF I DON’T PAY FOR MY ORDER?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Paradise Row from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I HAVE BEEN ASKED TO GO TO THE KLARNA SITE. IS THIS CORRECT?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

IS MY PAYMENT INFORMATION SAFE?
Payment information is processed securely by Klarna. No card details are transferred to or held by Paradise Row. All transactions take place via connections secured with the latest industry standard security protocols.

CAN I PAY BEFORE THE DUE DATE?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

HAVE YOU RECEIVED MY PAYMENT?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

WHAT HAPPENS TO MY STATEMENT, WHEN I'VE RETURNED THE GOODS?
Once Paradise Row has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I'VE RECEIVED A STATEMENT, BUT I'VE NOT YET RECEIVED MY GOODS.
In the event that your goods have not been received please call Paradise Row to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I HAVE CANCELLED MY ORDER. HOW LONG WILL IT TAKE UNTIL I RECEIVE MY REFUND?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I HAVE ASKED FOR A REFUND. HOW WILL I BE REFUNDED?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I HAVEN’T RECEIVED AN EMAIL WITH MY STATEMENT/PAYMENT INFORMATION.
You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

I STILL HAVE QUESTIONS REGARDING PAYMENT, HOW CAN I GET IN TOUCH?
Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.