Customer Support
COVID-19 Updates
- Will my order be delayed?
- Where is my order?
- My order has been shipped, when will I receive it?
- How long are orders taking to reach Europe?
- How long are orders taking to reach Australia & Asia?
- Will I need to sign for my order?
Refer a Friend
- What happens when I refer a friend?
- I've not received my Refer a Friend voucher code!
- How do I use my Refer a Friend voucher?
- Why is there a minimum order value?
- Can I refer a friend who is already a Pai customer?
- Do I have to be a Pai customer to refer someone?
Returns & Refunds
- I've received a damaged/ faulty product, what should I do?
- I've lost my returns label, where can I find a new one?
- How do I arrange my return?
- I live in the Channel Islands, can you refund my VAT?
- Where do I post my return to?
- What is your 90 Day Returns Policy?
Payments & Promotions
- Will you be doing Black Friday this year?
- I've not received my 10% discount code for signing up to your newsletter. What should I do?
- Do you accept Amex?
- The free gift has not been added to my basket. What should I do?
- My promotion code isn't working!
- I forgot to add my free gift! What should I do?
Deliveries
- Does my order need to be signed for on delivery?
- Can I upgrade shipping once the order has been placed?
- Do you deliver to a PO Box?
- My FedEx tracking number is invalid!
- Will I receive a tracking number with my order?
- How long will it take for my order to arrive?
Order Issues
- Help, I'm having trouble logging into my account!
- I've entered the wrong shipping / billing address. How can I fix this?
- Can I make a change to the products I've ordered?
- What does 'unfulfilled' mean?
- My card has been declined. What should I do?
- I didn't receive any free samples with my order!
Skincare Advice
- What is the best skincare routine to follow?
- How often should I exfoliate?
- Do you offer skincare consultations?
- Which products help with hyperpigmentation?
- What products are best for Seborrheic Dermatitis?
- What products are best for dry/acne-prone skin?
Product Information
- Why can't I find your Echium & Macadamia Day Cream?
- When will your Age Confidence Cream be back in stock?
- When will the Buriti Balm be back in stock?
- Why can't I find your Cleanse & Tone Starter Kit?
- Do you sample the Petit Pai range?
- Do you have any make-up products?