Obviously, we hope you will love your Pineapple online purchase, but if it is not quite right you can return your items within 30 days of your purchase for a full refund. You must let us know that you will be returning an item from your order. Masks are non-returnable for hygiene reasons. Please note that the returned items must be unworn and unwashed with the original labels attached. In order to be processed, returned items must adhere to the following packaging requirements: return products in their original packaging; socks must be unworn and still have the original tags attached. Please note that we cannot accept returns on jewellery, underwear and swimwear. Satin ties in layered tops are a temporary fixture and should be cut once you have decided to keep the garment. Once returned items have been processed at our warehouse it is not possible to access the returned items again. This is in addition to your statutory rights. If you decide to return an item which was part of a qualifying order for a FREE item or FREE gift, the free gift must accompany the return to receive a refund.
Return your order in 3 steps:
Step 1: Log in to your Pineapple account to start a free return of your Pineapple order in the UK. On your account page, click 'ORDER HISTORY' and locate your order number. Click 'Return' and select the items you would like to return, indicate the number of each item to return. You can also enter a reason for the return if you choose.
Guest users: If you placed an order as “Guest”, you will need to create an account with the same email address to be able to access all your order details to start the return.
If you did not receive your email, please check your junk mail folder.
Step 2: After you completed the return form online, you will be presented with a link to create your free Royal Mail address label that you can download. Please create a single label for your return package, regardless of the number of items you plan to return. Royal Mail will also send a copy of the returns label to your email address.
Step 3: You must include the completed Pineapple returns form with your PACKAGE. Please use the Pineapple Returns form included with your delivery and WRITE YOUR ORDER NUMBER at the top of the form.
Print and attach the returns label to the return package. With our returns label, the Post Office can print the label for you. Take the email and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP).
To use the free label printing service, simply show the ‘QR code’ from your confirmation email on mobile phone at a Post Office branch or Royal Mail Customer Service Point (CSP). The QR code can be found further down the confirmation email (Note this is NOT the PDF file attached to your confirmation email).
If you choose a CSP, check before you go that it can print labels. Check the Royal Mail location finder online (Opens in new window) and look for ‘Label printing service is available', under 'facilities'.
Please use ONLY the address printed on the returns label for all items you would like to return unless we send you separate instructions via email.
Lost returns form:
If you have lost the returns form that came with your order, you can CLICK HERE to download a PDF file copy to print or click the download link at the end of this help article. Please remember to write your Order No # on the returns form.
If you believe you have received an item that may have a manufacturing fault, please contact us via the contact form on this website and include your order number and details of the fault.
For international returns, please post to the following address: Pineapple Returns c/o Ingram Micro Drayton, Fields Industrial Estate, Nasmyth Road, Daventry, NN11 8NF, United Kingdom.