FREQUENTLY ASKED QUESTIONS
We’ve brought together some commonly asked questions about delivery, returns, payments, our products, and more, so we hope you’ll find the answers you need.
HOW TO CHOOSE SIZES?
Each garment has a size chart on the product page that indicates the different measurements per size. This will guide you in choosing the sizes you need.
HOW DO I PLACE AN ORDER?
You must be logged in to view the prices and have access to checkout. To do this please register through our form. Once you have received access to our B2B shop log into our webshop and select the products you want or order. Once your basket is confirmed, just select your preferred the payment method.
HOW DO I MODIFY OR CANCEL AN ORDER?
You’ve confirmed your order but you want to modify or cancel it.
Once orders are confirmed on our webshop, they’re sent directly to our logistics platform to ensure the order is dispatched quickly. Therefore, in theory it’s not possible to replace, remove or add items to a confirmed order.
However, if you contact us directly by telephone within minutes of receiving your order acknowledgement (i.e. before receiving the order confirmation email), we will do our very best to handle your request.
ARE THERE ANY MINIMUM ORDER REQUIREMENTS?
Yes, the MOQ is 10 pieces of clothing. This is regardless of the sizes, colors or models of the clothing, it simply has to be a total of 10 pieces.
There is no minimum order requirement in our B2C shop. You can order one single piece of any of our products.
HOW LONG WILL ITEMS STAY IN MY BASKET?
Items you place in your basket will remain there for one week. Please note that these items are not reserved so availability may change.
After one week of inactivity, items are removed from your basket.
HOW DO I PAY FOR MY ORDERS?
We accept payment via credit card or bank transfer.
Once you’re ready to place your order, simply select how you want to pay:
Credit card – to pay immediately and securely by credit card.
On account – with your chosen method of payment.
HOW CAN I FOLLOW THE PROCESSING OF MY ORDER?
After placing an order with us, you’ll receive the following emails:
Order acknowledgement – when your order has been received by our system
Order confirmation – when your order has been processed
Shipping confirmation – when your order has been shipped
Invoice – sent the day after your order has been shipped
HOW DO I MAKE A COMPLAINT?
At TPE, we strive to deliver the best possible services to all our partners and to meet, and even exceed their expectations.
In the event that our products or services do not meet your expectations, please let us know within 7 days of receiving your order. You can do this by emailing us at hello@thepleasantescape.com.
In order to process your complaint swiftly, please provide us with as many details as possible, including the invoice number, the order number and the number of items ordered.
Due to the fact that we have minimal stock amounts in our warehouse the time from your order until dispatch should be approximately 2 weeks. We do our best to ensure that this time is as short as possible.
HOW DO I TRACK MY ORDER?
Once shipped you will receive a tracking order number. Clicking on the tracking number will redirect you to the transporter’s website, where you can follow your order.
WHAT TYPES OF DELIVERY DO YOU OFFER?
We offer standard package delivery transported by one of our partners, GLS, DPD, FEDEX or UPS, who take care of all European orders. For larger orders our partner TNT, carries out pallet delivery, the cost estimated depending on the weight of the shipment.
WHAT ARE THE DELIVERY TIMES?
Typical delivery times for standard package delivery are 3-5 days.
For delivery errors or quality issues, please contact us at hello@thepleasantescape.com
Products that are unwanted for any other reason can be returned within 14 days of the date of the invoice. Please note that a 25% restocking fee will be applied, with a minimum fee of €20.
Before returning any such items, you must send a returns request to us. You will then be emailed a return form which MUST be included in the box containing the returned items.
The return address is:
Wolski Group GP (The Pleasant Escape)
63 Leszczynska Str.
43-300 BIELSKO-BIALA
Poland
Apparel cannot have been worn and must be returned, at your expense, in its original, unopened packaging and in perfect condition.
Please note that any unauthorised returns will be rejected by our warehouse.
The sweatshirts and t-shirts are made in Bangladesh in factories with a Fair Wear certificate. The Fair Wear Foundation ensures that the work conditions of the factory workers are good and that they get paid living wages. The items are later designed and printed or embroidered in small local facilities in Poland.
PRODUCTS CUSTOMIZATION
If you’d like your store to have something unique it is possible for us to change a design (the color of the print or embroidery) or insert a design onto another type of sweatshirt/t-shirt than it is originally. All this has to be individually assessed and evaluated. If you choose go for the customization there are no returns of these customized products possible.
WHY ARE THERE DIFFERENT PRODUCTS IN THE B2B SHOP THAN THE B2C SHOP?
The B2B shop can offer more products as the items you choose are created for your order. We can return to some of our old but gold designs and make them available for you. On the other hand there are items in our B2C shop which come in great scarcity like our Creative Vintage series and some of our sewn garments made from deadstock, which is unavailable in large quantities.
HOW CAN I TEST THE QUALITY OF YOUR PRODUCTS?
The best way to test our products is to buy the piece you’re interested in from our B2C shop. The minimum order quantity from our B2B shop is 10 items, regardless of which they are. This also allows you to purchase the styles you like and test them as much as you like. We are confident that the quality of what we sell is outstanding.