Frequently Asked Questions

Welcome to the Padem FAQ page. Here you will find answers to common questions about our women's clothing collections, ordering process, payment options, delivery, returns, and customer service.

If you cannot find the information you need, please contact us at support@padem.uk.

About Padem

1. What is Padem?

Padem is an online women's clothing store offering customers a selection of styles for different occasions and everyday wardrobes. Our aim is to provide a straightforward shopping experience, clear product information, and helpful customer service.

2. Where is Padem based?

Our published contact address is 45 Lark Row, London E2 9JA, United Kingdom.

Please use the contact information provided on our website for order-related questions, returns, and customer service enquiries.

3. Which country does Padem serve?

Padem primarily serves customers in the United Kingdom. Delivery availability may depend on the destination and the shipping options supported at checkout.

4. How can I contact Padem?

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

• Email: support@padem.uk

• Telephone: +44 203 051 1906

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

Products and Ordering

5. How do I place an order?

Browse our collections, select the product you want, choose the available size and colour, and add the item to your shopping cart.

Review your selections carefully, proceed to checkout, enter your delivery information, and complete payment using an available payment method.

Once your order has been successfully submitted, you should receive an order confirmation by email.

6. How do I choose the correct size?

Review the size options and any size guide or measurement information available on the relevant product page.

Sizing can vary between designs, so we recommend checking the measurements provided for each item rather than assuming every product fits identically.

If you need clarification before ordering, contact support@padem.uk and identify the product you are interested in.

7. Are the product photographs an exact representation of the items?

We aim to present our products as accurately as reasonably possible. However, colours and appearance may vary slightly due to screen settings, lighting, photography, and device displays.

Please read the product description and review the available product images before purchasing.

8. Can I change or cancel my order?

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

We will make reasonable efforts to help if the order has not yet entered dispatch. Once it has been dispatched, changes may no longer be possible.

If the order cannot be stopped, you may be able to return it or exercise applicable statutory cancellation rights. Please consult our Refund and Returns Policy for further details.

9. What should I do if I entered the wrong delivery address?

Contact support@padem.uk immediately and provide your order number and the correct address.

We will check whether the address can still be amended. Changes cannot be guaranteed once an order has been dispatched or transferred to the carrier.

Payment

10. Which payment methods does Padem accept?

Padem supports PayPal, subject to availability at checkout.

Any additional payment methods that become available will be displayed on our website or at checkout.

11. Is it safe to pay through PayPal?

PayPal processes transactions through its own payment systems. Please use the payment interface presented during checkout and follow PayPal's security guidance.

Never send your PayPal password or account login details to our customer service team.

12. What happens if my payment fails?

Check your PayPal account for any error messages, pending authorisations, or verification requests.

If you believe that a payment was taken but you did not receive an order confirmation, contact us with the relevant order or transaction details. We will review the information available.

13. Will I receive an order confirmation?

An order confirmation is normally sent to the email address supplied at checkout after your order has been successfully submitted.

If you do not see it, check your spam or junk folder. If it is still missing, contact customer service to verify your order.

Shipping and Delivery

14. Does Padem offer free shipping?

Yes. Padem offers free standard shipping on eligible orders within our supported UK delivery area.

Any different shipping arrangements or charges will be displayed before you complete checkout.

15. How long does delivery take?

Our standard estimates are:

• Order handling: 1–3 business days.

• Shipping transit: 4–9 days.

• Overall estimated delivery: approximately 5–12 days.

The overall timeframe depends on your destination city, carrier schedules, and other circumstances.

These are estimates rather than guaranteed delivery dates unless a specific commitment has been agreed.

16. When will my order be dispatched?

Orders generally require 1–3 business days for handling before dispatch.

Handling includes preparing your order, verifying the relevant information, packaging the products, and arranging shipment.

You will receive available dispatch or tracking information when it is supplied by the delivery provider.

17. How can I track my order?

If tracking is available, shipment information will be provided after dispatch.

Use the tracking details supplied to review the latest available delivery updates. Please remember that tracking information may take some time to update after a parcel enters the carrier's network.

If you have not received tracking information or cannot locate your shipment, contact support@padem.uk.

18. What if my order has not arrived within 12 days?

If your order has not arrived within the estimated 5–12-day overall delivery window, please contact us with your order number.

We will review the available tracking information and investigate the matter where appropriate.

Delivery estimates do not remove your rights under applicable consumer law if a shipment is delayed or fails to arrive.

19. What if my tracking says delivered, but I cannot find the parcel?

First, check whether the parcel was left in a designated safe place, with a neighbour, or at an available collection point.

If you still cannot locate it, contact customer service. We will review the shipment details and help investigate the issue.

20. Can I change my delivery address after dispatch?

Once a parcel has entered the delivery network, address changes may no longer be possible.

Contact us as soon as you notice an error. We will explain any available options based on the shipment status and the carrier's procedures.

Returns and Refunds

21. What is Padem's return period?

Padem provides a 30-day return period for eligible returns, subject to our Refund and Returns Policy.

The period generally begins when you receive the goods. Certain statutory cancellation rights apply separately, including the usual 14-day cancellation period for qualifying online purchases.

22. Are returns free?

Padem offers free returns for eligible returns arranged through customer service.

Contact us before sending a parcel so that we can provide the appropriate instructions and confirm the applicable return arrangements.

Where the law requires us to cover the cost of returning faulty or incorrectly supplied goods, we will do so.

23. How do I request a return?

Email support@padem.uk with your order number, the product you want to return, and the reason for your request.

Our team will explain the next steps, including any return instructions and the appropriate address.

Please do not send your parcel to an unconfirmed address.

24. Can I return an item if the size does not fit?

You may request a return within the applicable return period if an item does not fit as expected.

Please contact us and follow the return instructions. Items should be handled with reasonable care and should not be unnecessarily worn, washed, altered, or damaged.

Your statutory rights will apply if the item is faulty or does not conform to its description.

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

Contact us at support@padem.uk with your order number and a description of the problem.

Photographs may help us understand the issue, where available. We will review the circumstances and explain the appropriate resolution in accordance with our policy and applicable law.

26. How long does a refund take?

Padem aims to process approved refunds within 10 days, subject to any shorter statutory deadline that applies.

After we initiate the refund, the payment provider or financial institution may require additional time before the funds appear in your account.

27. How will I receive my refund?

Refunds are normally issued through the original payment method or the applicable payment-processing route.

For PayPal orders, the refund will generally be handled through the original PayPal transaction. The time it takes to appear depends on the provider and the funding source.

28. Can I exchange an item for another size or colour?

Please contact customer service to ask about an exchange.

Exchanges depend on availability and the relevant fulfilment arrangements. If an exchange cannot be arranged, we will explain the available alternatives.

29. What if my item is defective or damaged?

Contact us as soon as reasonably possible and include your order number and details of the problem.

We will assess the situation and explain the available remedies. Depending on the circumstances, you may be entitled to a replacement, repair, refund, or other remedy under applicable consumer law.

Customer Service

30. What are your opening hours?

Our customer service hours are:

• Monday to Friday: 09:00–17:00 GMT.

• Saturday: Closed.

• Sunday: Closed.

Messages received outside our opening hours will generally be handled during the next available business hours.

31. How quickly will you reply to my email?

We aim to respond to customer enquiries during our published opening hours. Response times may vary depending on enquiry volume and the complexity of the issue.

Including your order number and a clear description of your question helps us investigate more efficiently.

32. What information should I include when contacting support?

Where relevant, please include your order number, the email address used at checkout, and a brief description of the issue.

For delivery enquiries, include available tracking information. For returns or product problems, identify the item and explain what happened.

Please do not include passwords, full card numbers, or other unnecessary sensitive financial information.

Still Need Help?

If your question has not been answered above, our team will be happy to help.

Email: support@padem.uk
Telephone: +44 203 051 1906
Address: 45 Lark Row, London E2 9JA, United Kingdom

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

Thank you for shopping with Padem.