Questions, please!
Placing an order
What happens after I place an order?
As soon as you place your order, our lovely warehouse team in Leeds, UK, gets to work! They carefully pack your items with lots of care and attention, ensuring everything is just right before sending it on its way to you.
I didn’t receive an order confirmation email - where can I find it?
When you place an order, we send a confirmation email to the email address you provided. If you don’t see it in your inbox, try checking your junk or spam folder—sometimes it likes to hide there!
Still no luck? No worries! Just reach out to our Customer Care team at customercare@desmondanddempsey.com and they’ll help you track it down. They can double-check if the email address entered was correct (no pesky typos!) and resend the confirmation to you.
How can I cancel or edit the shipping address on my order?
If you need to cancel your order or update the shipping address, please contact our Customer Care team at customercare@desmondanddempsey.com as soon as possible after placing your order via email between Monday-Friday before 4pm. We’ll do our very best to make the changes, but since our warehouse team starts packing orders quickly, we can’t always catch it in time.
The sooner you reach out, the better!
Can I request a VAT invoice for my order?
Yes, absolutely! Please reach out to our Customer Care team at customercare@desmondanddempsey.com with your order number, and they’ll be happy to provide you with a VAT invoice if needed.
What do I need to know about Pre-ordering?
Want to be among the first to snag our latest collections or restocked bestsellers? Pre-ordering is the way to go! On products where pre-ordering is available, you can secure your favorites before they sell out.
Can I pay with Klarna?
Yes, we’re thrilled to share that we’ve partnered with Klarna to offer you flexible payment options at checkout! Whether you’d like to pay in installments or later, Klarna has you covered. 💳✨
The order is a gift, can the receipt not be included?
Don’t worry—none of our orders include payment receipts! Instead, we include an order slip with details like the order number, the name of the items, and the delivery address.
After all, every D&D order is a gift—whether it’s for someone special or just for you!
Do you offer a welcome discount?
Absolutely! You can join our Sunday Club by signing up on our website with your email address (just scroll all the way down, the form will be on the right), and you’ll receive a £15/$20 discount on your first purchase. It’s our little way of saying welcome to the D&D family!
My discount code isn’t working. What do I do?
If your discount code isn't working, here are a few things to check:
- Make sure you’re using the code associated with your email address, as all of our codes are unique to the receiver.
- Double-check that the code hasn’t expired.
- Read the T&Cs, as some codes may not apply to sale items or items on promotion.
If it’s still not working, no worries—just get in touch with our customer care team, and they’ll be happy to help sort it out for you!
My discount code has expired, can it be reactivated?
We are so sorry but once a code expires, we are sadly unable to reactivate it.
My discount code says it has been used before.
If you do not remember if the code has been used before, please reach out to our Customer Care team at customercare@desmondanddempsey.com so they can help look into this for you.
Are prices inclusive of taxes and duties?
Yes — all of our prices include taxes and duties. The amount you see at checkout is exactly what you’ll pay — no hidden fees, no surprises. Just the way it should be!
Sizing & Monogramming
Where can I try on a pair of D&D’s?
If you'd like to find the perfect fit before committing, we’d love to see you! Visit our studio in London or pop by one of our stockists.
Do your sizes fit smaller or larger?
D&Ds are true to size, but if you’re unsure, we recommend sizing up for extra comfort. You can check out our size guide for more details or reach out to our team—we’re always happy to help!
What can I monogram?
We offer free monogramming on all pyjamas and robes with a pocket. You can personalize them with up to three initials in six different shades. It’s a simple yet thoughtful luxury—perfect for treating yourself or gifting someone special! You can find them all here.
How long does monogramming take?
Monogramming can take up to an additional 3 days. If you’re in a bit of a hurry, just send us an email with your order number to customercare@desmondanddempsey.com, and we’ll do our very best to speed things up for you!
Please note; monogrammed orders are non-returnable.
Delivery
What are my delivery options in the UK?
You can choose your delivery from the following options:
- Royal Mail Signed Shipping – 3 to 5 working days, £5
- UK DPD Next Working Day (order before 1pm, Mon-Fri, excl. Bank Holidays) – For those in a hurry!
- UK Royal Mail Next Day Delivery (excludes Sundays, orders before 1pm, Mon-Fri, excl. Bank Holidays) – £8
- DPD Saturday Delivery (order by 1pm on Friday) – £10
A quick heads-up: for orders with monogramming, we can’t guarantee next day delivery, but we’ll certainly do our best!
Please allow one working day for us to process your order before it’s sent on its way. While these timelines are estimates, we’re always doing our best to get your items to you as quickly as possible.
For any orders placed on Sunday with Next day delivery, please note these will be shipped the following Monday to be delivered on Tuesday.
How long will my order take to arrive outside of the UK?
International orders typically take between 4-8 working days to arrive. We’ll do our best to get it to you as soon as possible!
Do I need to pay customs and duties on my orders outside the UK?
Rest easy—our prices include all taxes and customs, so the amount you see at checkout is the total you’ll pay. No surprises, just simplicity and style!
The tracking on my order shows that it has been delivered but I did not receive it! What should I do?
Oh no, we’re so sorry to hear that! First, we recommend checking with your neighbors and any ‘safe places’ where the package might have been left—it’s often found in one of these spots!
If the package is still missing, don’t worry! Reach out to our customer care team at customercare@desmondanddempsey.com, and we’ll be more than happy to assist you in locating it.
Can I change my standard delivery to Next Day delivery?
In some cases, we can upgrade your delivery if our speedy warehouse hasn’t already sent out your order. Just reach out to us as soon as you place the order, and we’ll do our best to catch it in time!
Can I get free delivery on my order?
Absolutely! You can find our free shipping thresholds over on our returns and delivery page here. Take a peek and see if you’re eligible!
I missed my delivery, can I rearrange and manage my booking with the courier?
Yes, you can! Simply get in touch with the courier directly or use the tracking link to manage your delivery. As delivery couriers are a separate company, you can reach out to their customer service team to take action and make any changes.
Returns/Exchanges & Refunds
What is the returns period for my order?
Sorry you’re looking to return! You have 90 days to return your D&D items. Sale items have a 14 day return window. For more details, please visit our returns and delivery page.
How long does it take for my exchange or refund to be processed?
Once your return is back with us, it goes through quality assurance checks, which can take 4-5 working days. After that, our warehouse team informs us, and we’ll process your exchange or refund, which typically takes 2-3 working days.
Returns can take 10+ days to be processed once you have shipped.
We always strive to handle returns as quickly as possible, but as a small team, there may be slight delays—we truly appreciate your patience and understanding!
I am outside the returns period, what do I do?
We’re really sorry, but we can’t accept returns for a refund once the returns window has passed. However, if there’s a valid reason for the delay, don’t hesitate to reach out to our Customer Care team—they’ll be happy to look into this for you.
Can I receive a credit note?
Yes, you absolutely can! Just reach out to our customer care team with your order details, and they'll be happy to assist you.
I wish to return my gift but do not want the gift giver to be informed, what should I do?
We totally understand! If you’re within the UK and you’d like to return your gift without letting the gift giver know, visit our gift returns portal here.
Can I part-exchange my order for another size or can I receive separate sizes for a set?
We’d love to say yes — but for now, we’re only able to split sets from our 402 Collection. As a small B Corp brand, we have to keep our stock in check to stay sustainable and minimise waste.
We’re working really hard to offer this option for more collections in the future, so do stay tuned!
I missed my delivery, can I rearrange and manage my booking with the courier?
Yes, you can! Simply get in touch with the courier directly or use the tracking link to manage your delivery. As delivery couriers are a separate company, you can reach out to their customer service team to take action and make any changes.
Order/Product Issues
I feel like my D&D’s have shrunk.
We’re really sorry to hear you feel like your D&D’s have shrunk! We take great pride in the quality of our products, and this is definitely not something we expect to happen. In production, we allow for some ‘tolerances,’ meaning pyjamas can shrink by 0.5-1cm per measurement after washing. Often, the PJs stretch out again when you iron them—have you given that a try?
If they’re still feeling too small, let us know, and we’ll be happy to look into it further for you!
I have received incorrect items in my order, what shall I do?
We’re so sorry that you did not receive what you ordered! Please reach out to our team with your order number and a picture of the items you’ve received, and we’ll get things sorted for you as quickly as possible.
There’s a missing item in my order - what do I do?
We are so sorry that your order arrived incomplete. Please reach out to our customer care team at Customercare@desmondanddempsey.com so that we can sort this out for you!
I made a purchase from one of your stockists and it has now developed a fault. Can I get a refund or a replacement?
We are so sorry to hear about your experience and would love to have your feedback so that we can make improvements. However, all faults will need to be directly addressed with the stockist as we do not hold any of those order and transaction details. They will be able to help you in accordance with their refund/replacement policy. Please let us know how you get on!
Other
How can I unsubscribe from marketing sms/emails?
We are so sorry for any unwanted emails or texts from us. For emails, you can do so by directly opening an email and scrolling all the way to the bottom and clicking “unsubscribe”. For texts/sms, please reply to the messages with “STOP”.
Please allow 2-3 working days to stop receiving any updates.
If this still does not work, please reach out to our Customer care team at Customercare@desmondanddempsey.com who will be able to get it sorted for you.
Can I request D&D to delete my information/data?
Absolutely! Please reach out to our Customer care team at Customercare@desmondanddempsey.com who will inform the relevant team to remove all your information from our database.
Do you still do kids' PJ's?
We’ve put our kids' PJs on hold for now while we focus on expanding our mens and women's range, exploring new shapes and styles as well introducing more inclusive sizing.
But don’t worry – there’s always a chance they’ll make a comeback! So, keep your eyes peeled for updates!
How do I care for my D&D’s?
Proper treatment can make a big difference to the lifespan of your pyjamas.
Unbutton our products carefully; pulling will strain the thread and loosen the buttons. If a button does come loose, remove the thread and repair.
There is no need to wash D&Ds separately or by hand. But we recommend machine washing our pyjamas at 30 degrees or cold and with similar colours.
Top tip: Washing with a full load and a proper spin will also reduce water waste.
Take laundry straight out of the machine, give it a strong shake and hang dry on a coat hanger if possible.
We advise staying away from the tumble dryer for the cotton voile and linen products. And please note that due to their delicacy, the broderie anglaise items are dry clean only.
We recommend an iron finish. Ironing brings back that ‘fresh out of the box’ feeling.
Cotton is very absorbent, so we recommend washing pyjamas once a week.