FAQ
Help Centre
Frequently Asked Questions
Everything you need to know about ordering, shipping, returns, and more. Can't find your answer? Our team is always happy to help.
Orders & Payment
What payment methods do you accept?
We accept all major cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely.
Is it safe to pay on your website?
Absolutely. Our checkout uses SSL encryption and PCI-DSS compliant payment providers, so your details are always protected. We never store your full card information.
Can I change or cancel my order?
Yes — you can cancel directly from your confirmation email within one hour of placing your order. After that, please email us at support@pratelle.com and we'll do our best to help before your order ships.
Will I get an order confirmation?
Yes, you'll receive a confirmation email as soon as your order is placed. If it doesn't arrive within a few minutes, please check your spam folder or contact us.
Shipping & Delivery
How much does shipping cost?
Shipping is completely free on all orders, with no minimum spend. The price you see at checkout is the price you pay — no hidden fees.
Where do you ship?
We ship to all addresses across the United Kingdom — England, Scotland, Wales, and Northern Ireland.
How long does delivery take?
Orders are processed within 1–2 business days, and standard delivery then takes 5–7 business days. Full details are available on our Shipping Policy page.
Can I track my order?
Yes. Once your order has shipped, we'll send you a tracking link by email so you can follow your parcel every step of the way.
Returns & Refunds
What is your return policy?
You can return eligible items within 31 days of delivery, provided they are unused and in their original packaging. Please see our Refund & Return Policy page for full details.
My item arrived damaged — what do I do?
We're sorry to hear that. Please email us at support@pratelle.com within 48 hours of delivery with photos of the item and its packaging. We'll arrange a free replacement or a full refund — including any shipping costs.
How long do refunds take?
Once we receive and inspect your returned item, refunds are processed to your original payment method within 5–10 business days, depending on your bank or card provider.
Who pays for return shipping?
We always cover all return shipping costs in full.
Products
Will the mirror look exactly like the photos?
We work hard to represent our mirrors as accurately as possible, but slight colour variations may occur depending on your screen settings and ambient lighting conditions.
Are your mirrors easy to hang?
Most of our mirrors come ready to hang with the necessary fittings included. Any specific mounting requirements or instructions are noted on the individual product page.
How are mirrors packaged for delivery?
Every mirror is carefully packaged with protective materials to ensure it travels safely and arrives in perfect condition.
Still Have Questions?
We're always happy to help. Reach out and we'll get back to you as quickly as possible.
Email: support@pratelle.com
Phone: +44 7480 261644
Brand: Pratelle
Company: Tymir Limited
Warehouse Address: 64 Carwood Road, Sheffield S4 7SD, United Kingdom
Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)
© 2026 Pratelle. A trading name of Tymir Limited. All rights reserved.