FAQ

Here are answers to common questions about PremPitch, including our pitchers, payments, shipping, delivery, cancellations, returns, and refunds.

FAQ at a Glance

Shipping Area: United Kingdom only
Shipping Cost: Free
Shipping Carrier: Evri
Estimated Delivery: 4–6 Business Days
Return Window: 30 Days
Direct Exchanges: Not available
Payment Method: PayPal
Store Currency: GBP (£)

01. What products does PremPitch sell?

PremPitch offers different types of pitchers. Product designs, shapes, styles, and features may vary from one item to another. Please review the information provided on each product page before placing an order.

02. Where does PremPitch ship?

We currently ship only within the United Kingdom. We do not currently offer shipping to addresses outside the United Kingdom.

03. How much does shipping cost?

We offer free standard shipping on orders delivered within the United Kingdom. There are no additional standard shipping charges added to your order.

04. Which shipping carrier do you use?

We use Evri to deliver orders within the United Kingdom.

05. What is the order cut-off time?

Our order cut-off time is 3:00 PM (GMT+1), Monday to Friday.
Orders placed after 3:00 PM may begin processing on the following business day. Orders placed on weekends or public holidays may also begin processing on the next available business day.

06. How long does order processing take?

Please allow approximately 1 to 2 business days for your order to be processed and prepared for dispatch.

07. How long does delivery take?

After dispatch, the estimated transit time is 3 to 4 business days.
The total estimated delivery timeframe, including processing and transit, is 4 to 6 business days.
Please note that delivery times are estimates and are not guaranteed.

08. Why is my package delayed?

Delivery delays can occasionally happen because of carrier operations, high delivery volumes, weather conditions, or other circumstances outside our reasonable control.
If your order has not arrived within a reasonable time after the estimated delivery period, please contact us by email so we can review the available delivery information and assist where possible.

09. Can I change my delivery address after placing an order?

If you entered an incorrect or incomplete address, please contact us as soon as possible.
We will review whether the address can still be updated. However, once an order has entered processing or has been dispatched, changes may no longer be possible.

10. Can I cancel my order?

You can request cancellation by contacting us within 1 day of placing your order.
We will review your request and confirm whether cancellation is still possible. Once an order has entered processing or has been dispatched, we may no longer be able to cancel the order.

11. What payment method do you accept?

PremPitch currently accepts PayPal as the available payment method.
Payment must be successfully completed before an order can move into processing.

12. What currency are your prices shown in?

All product prices on the PremPitch store are displayed in British Pounds Sterling (GBP £).

13. What is your return window?

You may request a return within 30 days of receiving your order. Return requests made after this period may not be accepted.

14. Can I return a non-defective pitcher?

Yes. Return requests for non-defective products may be accepted within the 30-day return window, subject to review.
The item should be returned in an acceptable condition and should not be damaged, altered, or affected by use after delivery.

15. What if my pitcher arrives damaged or defective?

Please contact us by email and provide clear photographs showing the product and the issue.
We will review the information provided to determine the appropriate next steps. If the issue is confirmed and PremPitch is responsible, we will provide the applicable return instructions.

16. What should I do if I receive the wrong item?

Please contact us by email with your order details and clear photographs of the item you received.
Once we review and confirm that an incorrect item was sent, we will provide return instructions. Where the incorrect item was sent due to our error, PremPitch will cover the applicable return label cost.

17. Do I need to provide photos for a damaged, defective, or incorrect item?

Yes. When reporting a damaged, defective, or incorrect item, please provide clear photographic proof of the product and the reported issue.
This information helps us review the situation before confirming the appropriate return or refund process.

18. Who pays for the return shipping?

For approved non-defective returns, the customer is responsible for arranging and paying for the return shipping or return label.
If we confirm that the wrong item was sent or that the product arrived damaged or defective due to an issue for which PremPitch is responsible, we will cover the applicable return label cost.

19. Can I send my item back without contacting you first?

No. Please contact us and wait for return instructions before sending an item back.
Returns sent without prior approval or without following the provided instructions may not be processed correctly.

20. What happens if the item was delivered correctly but is returned damaged?

All eligible returns may be inspected after they are received.
If an item was delivered correctly and in acceptable condition but is returned damaged, broken, altered, or otherwise affected after delivery, the return or refund request may not be approved.

21. Do you offer direct exchanges?

No. PremPitch does not offer direct product exchanges.
If you would like a different product, you may request a return for the original item in accordance with our Return & Refund Policy and place a separate order for another available product.

22. Is there a restocking fee?

No. PremPitch does not charge a restocking fee for approved returns. The restocking cost is £0.

23. How long does a refund take?

Once an eligible return has been received, reviewed, and approved, please allow up to 10 business days for the refund to be processed.
Approved refunds are generally issued to the original payment method.

24. Why has my refund not appeared yet?

In some cases, additional time may be required for a processed refund to appear in your account due to payment provider or financial processing times.
If you have been informed that your refund was approved and the stated timeframe has passed, please contact us by email so we can review the available refund information.

25. How can I contact PremPitch?

For questions about our products, orders, shipping, returns, refunds, or other store-related matters, please contact us by email:
Email: support@prempitch.shop
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Business Address: 27 Alfreton Rd, Longton, Stoke-on-Trent ST4 2NX, United Kingdom