Frequently Asked Questions

Welcome to the Pervano FAQ page. Here you will find answers to common questions about our men's clothing, ordering process, payments, shipping, returns, and customer service.

If you cannot find the information you need, please contact our support team at support@pervano.uk.

About Pervano

1. What is Pervano?

Pervano is an online men's clothing store serving customers in the United Kingdom. Our webshop allows customers to explore available clothing, review product information, and shop online at their convenience.

2. What type of products do you sell?

We specialise in men's clothing. Our available products may include different styles and wardrobe options for everyday wear and other occasions. Please refer to the individual product pages for current availability, sizes, colours, materials, and other specifications.

3. Where is Pervano based?

Our listed UK warehouse and returns address is:

57 Wheatfield Way, Cranbrook TN17 3NB, United Kingdom.

For general enquiries, please contact support@pervano.uk.

4. How can I contact Pervano?

You can reach our customer service team through the following channels:

• Email: support@pervano.uk

• Phone: +44 158 053 1368

Our opening hours are Monday to Friday, 09:00–17:00 GMT. We are closed on Saturdays and Sundays.

Products and Orders

5. How do I place an order?

Browse our available products, select your preferred item, choose the appropriate size or colour where applicable, and add it to your shopping basket.

Proceed to checkout, enter your contact and delivery details, select an available payment method, and review the order total before completing the purchase.

You should receive an order confirmation after submitting your order.

6. How do I choose the correct size?

Please review the size chart and sizing information provided on the relevant product page before ordering.

Sizing may vary between styles, so we recommend checking the measurements provided for the specific product rather than relying only on your usual size.

If you need additional information, email support@pervano.uk before placing your order.

7. Can I change or cancel an order?

If you need to change or cancel an order, contact us as soon as possible and include your order number.

We will try to assist if the order has not yet been dispatched. Once it has entered the dispatch process, changes may no longer be possible.

Your statutory cancellation rights remain unaffected. Please consult our Refund and Return Policy for further information.

8. What should I do if I enter the wrong delivery address?

Contact us immediately at support@pervano.uk with your order number and the correct address.

We will try to update the information if the order has not yet been dispatched. After dispatch, changes may depend on the carrier's capabilities and may not be possible.

Shipping and Delivery

9. Is shipping free?

Yes. We offer free standard shipping on eligible orders delivered within our supported UK delivery areas.

The applicable shipping cost and any available delivery options will be displayed at checkout.

10. How long does delivery take?

Our standard estimated delivery schedule is:

• Handling time: 1–3 business days.

• Shipping time: 4–9 business days.

• Total estimated delivery: 5–12 business days.

Delivery times may vary depending on your postcode, carrier operations, public holidays, weather, and other circumstances.

11. When does the delivery period begin?

Handling begins after the order is received and payment status is confirmed, subject to any necessary checks.

The transit period generally begins once the parcel has been dispatched and handed over to the delivery carrier.

Therefore, the estimated total delivery time combines both the handling and shipping periods.

12. Will I receive tracking information?

Where tracking is available, we will provide the relevant information when it becomes available.

Please allow some time for the carrier to register the parcel and update its tracking system. If your tracking information does not update for an unusually long period, contact us with your order number.

13. What if my order has not arrived within the estimated delivery period?

If your order has not arrived within the estimated 5–12 business day delivery window, email support@pervano.uk.

Please include your order number and any tracking information. Our team will review the available information and explain the next steps.

Your legal rights concerning delayed or undelivered goods remain unaffected.

14. What happens if I am not home when the parcel arrives?

The delivery carrier may arrange another delivery attempt, leave delivery instructions, or direct you to an authorised collection location.

Please follow the carrier's instructions and contact us if you need help understanding the delivery status.

15. What if my parcel arrives damaged or an item is missing?

Please contact us at support@pervano.uk and include your order number and a description of the issue.

Photographs of the parcel, packaging, and affected product may help us investigate more quickly.

We will review the situation and explain the appropriate resolution under our policies and applicable law.

Payments

16. Which payment methods do you accept?

PayPal is supported where available at checkout. Other payment methods may be displayed depending on our current checkout configuration.

Please review the payment options presented before completing your purchase.

17. Is it safe to pay through PayPal?

PayPal processes payments through its own payment systems and security procedures.

Always make sure you are using the legitimate PayPal checkout process. Never share your PayPal password or verification codes through email or with anyone claiming to represent Pervano.

18. What should I do if my payment fails?

Check the payment status in your PayPal account or contact your payment provider if necessary.

If you believe that money has been deducted but your order was not confirmed, contact support@pervano.uk with any relevant order or transaction reference.

Please avoid placing duplicate orders until you have checked the status of the original transaction.

Returns and Refunds

19. Can I return an item?

Yes. Our voluntary return policy allows eligible returns to be requested within 30 days of receipt.

Items should meet the applicable return conditions. Faulty, damaged, or misdescribed products may be subject to different legal remedies.

Please read our Refund and Return Policy for complete details.

20. Are returns free?

Our standard policy provides free returns for eligible returns.

Contact support@pervano.uk before sending your parcel so that we can confirm the appropriate return process and destination.

Where goods are faulty or incorrect, we will handle return costs in accordance with applicable law.

21. How do I request a return?

Email support@pervano.uk with the subject line "Return Request."

Include your order number, the item you wish to return, and the reason for the request. Our team will provide the next steps and any necessary return instructions.

22. How long does a refund take?

Pervano aims to process approved refunds within 10 days after approval.

The time required for the funds to appear in your account may depend on PayPal, your bank, your card issuer, or another payment provider.

If a shorter statutory deadline applies, we will comply with that deadline.

23. How will my refund be issued?

Refunds are normally returned to the original payment method where practicable.

For PayPal orders, refunds are generally processed through the relevant PayPal transaction.

24. Can I exchange an item for another size?

Please contact support@pervano.uk and explain which item and size you would prefer.

Exchanges depend on stock availability. If a direct exchange is not possible, we may explain how to return the original item and place a new order.

25. Can I return clothing that does not fit?

Eligible clothing can generally be returned under our 30-day policy if the applicable return conditions are met.

You may inspect an item as reasonably necessary to determine its fit. Please avoid excessive wear or damage and include the original labels and accessories where reasonably possible.

Your statutory rights remain unaffected.

Customer Support

26. What are your customer service hours?

Our customer service hours are:

Monday to Friday: 09:00–17:00 GMT.

Saturday and Sunday: Closed.

Messages received outside these hours will be handled during our next available business period.

27. How can I get help with an existing order?

Email support@pervano.uk with your order number and a clear explanation of your question.

Providing accurate order details helps us identify your purchase and respond more effectively.

28. Where can I read your store policies?

Our website should provide access to the following pages:

• Privacy Policy.

• Refund and Return Policy.

• Shipping Policy.

• Terms of Service.

• Payment Policy.

• Legal Notice.

We encourage customers to review these pages before purchasing so they understand our procedures and their applicable rights.

29. What if I have a complaint?

Please contact support@pervano.uk and explain the issue, including your order number if relevant.

We will review your complaint and respond with the information available to us. If we cannot resolve the matter immediately, we will explain any additional steps needed.

30. How can I stay informed about Pervano?

Visit our webshop to explore the products currently available. If we offer marketing emails, you may choose to subscribe where that option is provided.

Marketing subscriptions can be withdrawn at any time using the unsubscribe option or by contacting our support team.

Still Have Questions?

Our customer service team is here to help with product enquiries, order updates, delivery questions, payment issues, and eligible return requests.

Email: support@pervano.uk
Phone: +44 158 053 1368

Opening hours: Monday to Friday, 09:00–17:00 GMT. Closed on Saturdays and Sundays.

Thank you for choosing Pervano.