Frequently Asked Questions
The following Frequently Asked Questions should help answer any queries you have regarding Poundshop.com:
CHRISTMAS DELIVERY:
All orders placed by 12:30pm on Wednesday 21st December will be delivered by Christmas Eve (*excludes certain postcodes: CHECK POSTCODES HERE)
Due to the limited number of Christmas delivery slots available, any orders placed after 12:30pm on Wednesday 21st December can’t be guaranteed to be delivered in time for Christmas.We know how important your delivery is and we’ll continue to keep you updated - so there’s no need to contact the customer service centre – we’re 100% focused on getting your order to you as soon as possible.
We really appreciate your patience.
The Poundshop Team
How do I make an account?
To start making a Poundshop.com account, you can easily follow the registration options found on 'Create an Account'.
Once you have selected the link above, you will then be redirected to a landing page where you will need to fill in your personal details accordingly. Here is where you will need to provide an email address that you have regular access to, and a memorable password that you will need to use when accessing your Poundshop.com account for future use.
Once you have filled in your information correctly, you will receive a confirmation email; to the email address that you provided in your registration setup, to confirm that you have successfully registered an account with Poundshop.com.
How do I amend my personal details in my account?
Firstly, you will need to sign in to your account in order to start changing and amending your personal details.
Once you have signed into your Poundshop.com account, you will need to select 'My Account' and then click 'Account Overview' which will redirect you to a further landing page. Once you have done so, you will then be able to change and amend your Contact Information, Shipping Addresses and Payment Details.
Please make sure to always save the changes you have made to your account before exiting, otherwise any changes without doing so will be lost.
Do I need to make an account in order to place an order?
You do not need to create an account with us in order to place an order. However, we strongly advise you to create an account before doing so in order to make the most out of our account benefits. Registering for an account means that you can track and view your order history, manage your delivery and billing addresses, earn discounts against future orders and favourite products for easy re-ordering on all future purchases.
If you do not wish to make an account, you can simply follow through with your order as a ‘Guest’ user.
How do I receive Poundshop.com's Newsletter?
If you have an account with Poundshop.com and wish to be signed up to receive our Newsletter, then you can subscribe using the Newsletter Subscriptions option found in 'My Account'.
If you do not wish to have a Poundshop.com account, but you still want to receive our Newsletter, then you can subscribe using the green 'Join' box found on the homepage. Here you will need to provide the email address you wish to receive the Newsletter through, and then select the 'Join' button on the right hand side. This will then allow you to receive our Newsletters without having a Poundshop.com account.
ORDERING AND RETURNS:
How do I place an order?
To find out exactly how to place an order of your favourite Brands you Love for Less, then you can simply visit our 'How to Order' page here.
Can I track an order once it has been processed?
Once your order has been placed, you will receive a confirmation invoice sent directly to your email address. Then, once your order has been despatched, you will receive a further email from our courier with a shipping confirmation and tracking number so that you can keep up to date with the progress of your order.
On the day of delivery, our courier will send you a notification with your order delivery and a one-hour delivery slot. Using our couriers website or app, you can then choose to have your parcel delivered to a safe place / neighbour, change the delivery time or send the parcel to your nearest collection point for you to collect at your convenience.
Please note that in instances where you have seperately arranged with our courier to leave your parcel in a "safe place", then Poundshop.com cannot accept any liability for any subsequent loss of your parcel.
Can I repeat a previous order?
If you have a Poundshop.com account, then it is possible to quickly repeat a previous order. Firstly, you must log in to your account and select ‘My Favourites’, this will then list all items that you have recently ordered with us. Then by clicking the ‘Add Favourites to Basket’ button, those favourites that are currently in stock will be ready for you to purchase once more. If you would like to amend the quantities of an item(s), you can select the arrow buttons next to the product to increase or decrease its quantity, or add any additional items to your basket by continuing to shop.
Please note that if a previously ordered item is not available it will show as ‘out of stock’.
Can I amend or add to an order once it has already been placed?
Unfortunately, at the moment, our system does not allow us to amend or add items to your order after it has already been placed.
I have received an item that is damaged, what should I do?
We are sorry to hear that you have received goods from us that have been damaged or are faulty. We constantly try to review our packing procedures and quality of products to reduce occurrences like this from happening.
If you have received a damaged or faulty item(s), then please get in contact with us at service@poundshop.com. In respect of damaged items, please get in touch within 7 working days of delivery, preferably via email - with a clear photograph of the damaged item(s), no larger than 1MB. Here we will then review and arrange for a refund to be issued if necessary.
Whilst all liquids are despatched in heat sealed bags, in the instance that a parcel appears damaged by a liquid on delivery, you have the right to refuse the parcel - but please notify us at service@poundshop.com if that is the case. If you accept the delivery please handle with due care and please provide photographic evidence both of the damaged parcel and any subsequent damaged product(s).
In line with general eCommerce practice, we require evidence of damage before being able to refund for damaged/faulty items.
Please note that we do not issue replacements for damaged item(s). Once your query has been reviewed by our customer care team, a refund will be issued for the damaged product(s) to your original method of payment.
I have received an incorrect item, what should I do?
We are sorry to hear that you have received goods from us that were not part of your order. We constantly try to review our packing procedures to reduce occurrences like this from happening.
If you have received an item(s) that was not part of your order, then please get in contact with us at service@poundshop.com. In respect of incorrect items, please get in touch within 7 working days after receipt of delivery, preferably via email - with a clear photograph of the incorrect item(s), no larger than 1MB. Here we will review the image(s) and our customer care team will get back to you with a solution.
In line with general eCommerce practice, we require evidence of incorrect item(s) before being able to issue a refund.
Please note that we do not issue replacements for missing item(s). Once your query has been reviewed by our customer care team, a refund will be issued for the missing product(s) to your original method of payment.
What happens to chocolate and confectionery during hot climates?
Please be aware that deliveries of chocolate and confectionery destined to countries of hot climates, or during months of warmer weather, is done so at your own risk.
I have changed my mind on an item I have received, how do I return it?
We do make every effort through our product descriptions and images to correctly represent items on sale at Poundshop.com. However, if you are not happy with a product(s) that you have purchased from us, simply contact service@poundshop.com within 14 days of your delivery date to arrange a returns authorisation. Here they will direct you further on how to complete your return. Items returned without authorisation will result in delayed processing.
To be eligible for a refund, products need to be either faulty (see heading below), or complete within their original packaging, in a re-sellable condition and in the case of consumable products with any seal still intact or packaging unopened. Once the returned product(s) have been received by Poundshop.com, a refund will be issued to your original payment method of the full cost of the product(s) less any discount that may have been applied at the time of purchase.
Please note that it is your responsibility to cover the return cost of postage. Poundshop.com will not be responsible for the loss of returned goods. To avoid loss, we advise you to retain your proof of shipping when sending your products back to us.
How do I post items back to Poundshop.com for a refund?
Once you have contacted customer services for a returns authorisation (see step above), the next step is for you to post your returned item(s) back to us for processing.
Inside the parcel you are posting back to us, you must state your full name, email address, order number and a list of item(s) you are wanting to return to us.
Your returns parcel will need to be posted to us at: Poundshop, Unit 8 Parkway, Pacific Avenue, Wednesbury, England, WS10 7WP.
Can I cancel my full order?
You have the right to cancel your complete order within 14 days for a full refund (inc. shipping cost), of which will be issued back to the payment method used on your original order. However, it is your responsibility to cover the return cost of postage and to return the goods in their original packaging and in a re-sellable condition. Poundshop.com will not be responsible for the loss of returned goods, so we advise you to retain your proof of shipping when sending your products back to us.
This right does not extend to cancellation of part orders or orders not returned in their original packing and re-sellable condition.
If you wish to cancel your order, please contact us via service@poundshop.com with your order details so we can direct you further.
Poundshop.com reserve the right not to accept orders from individuals who repeatedly cancel full orders.
Is there anything that I can't return?
Please note that for health/hygiene reasons, we can only accept returns on underwear if the item is faulty or in the case of consumable products where any seal is no longer intact or sealed packaging has been opened.
COVID-19 UPDATE: Abiding by Government guidance and due to the nature of the product, we are unfortunately unable to accept returns on face coverings and masks.
Will I get my delivery fee back if I return my order?
If you are cancelling your full order, then we are happy to refund you the full order cost including the original delivery courier fee. However, if you are returning an individual item(s) then you will only be refunded for the price of that product(s) less any discount that may have been applied at the time of purchase.
How long will it take for the money to be processed back to my account?
Please allow 14 working days for a refund to be issued to your original payment method of the full cost of the product(s), less any discount that may have been applied at the time of purchase.
Please note that the 14 day period begins from the date you post goods back to us.
Will the product I receive look exactly like the product image?
The product will be exactly as described, however as manufacturers can vary their product packing from time to time, the packaging of the product may be slightly different depending on potential promotional offers etc.
How do I add a product bundle to my basket?
Many of our fantastic products that we stock at Poundshop.com are on offer as a product bundle.
A product bundle consists of two or more of the same product at a discounted price, so that you receive more value for your money. Regardless of whether the product bundle states you will receive 2/3/4...etc for a stated price, you only need to add one item to your basket as the bundle will be automatically assigned to your order.
Please note that if you add -- for example: two product bundle items to your basket, you will receive two bundle deals.
DELIVERY:
How much is Poundshop's delivery fee?
Here at Poundshop.com, we have many delivery service options that have fee's based on your postal address. To determine how much your delivery fee will be, please take a look at our Delivery Information page.
Is there a minimum checkout spend?
Unfortunately, like many other businesses in our position, we have had no choice but to impose a £20 minimum order spend. The reason for this is simply to ensure that we can maintain our exceptional #BrandsyouLoveforLess offers.
Going forward, we will continue to review this policy on a regular basis, but in the meantime, we apologise for any inconvenience caused.
How long will my order take to arrive?
Here at Poundshop.com, we have many delivery service options that have estimated delivery times based on your postal address.
With this in mind, please take a look at our Delivery page for information on delivery times specific to where you live, or, if you would like to get an up-to-date delivery time estimation based on your postal address, then simply add the products you wish to purchase to your basket and proceed to checkout. Here you will receive an estimated time of arrival.
Who picks and packs my order?
As soon as your order has been placed, this is then allocated to the hands of our warehouse team.
Our dedicated warehouse team work around the clock in order to carefully pick and pack your orders, making sure the quality of products and packing procedures are carried out to an exceptional standard so that you receive nothing less than perfect. Once your parcel is ready to be shipped, your goods are then passed on to our courier service who will personally deliver your order straight to your door.
Who are the couriers that will deliver my parcel?
We work with DPD so that you can follow the delivery progress of your order for that extra peace of mind.
What happens if my order is delayed?
If our supply of the products that you have ordered from us is delayed by an event outside our control, then we will contact you as soon as possible to let you know that we are taking steps in order to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Where do Poundshop.com deliver to?
We deliver to most European countries.
Please see our Delivery Information page for more information.
Can I have my order delivered to an address of my choice?
Yes. You can request that your items are delivered to your home, your workplace or another more convenient address if you so wish. Although to ensure acceptance of your payment you must make sure that the billing address that you provide matches the information on your debit/credit card account.
Can I change the delivery address of an order I am yet to receive?
On the day of delivery, our courier will send you a notification of your order delivery and a one-hour delivery slot. Following this, you can then visit our couriers website or app and choose to have your parcel delivered to a safe place / neighbour, change the delivery time or send the parcel to your nearest collection point for you to collect at your convenience.
Please note that in instances where you have separately arranged with our courier to leave your parcel in a "safe place", then Poundshop.com cannot accept any liability for any subsequent loss of your parcel.
Will someone need to be home in order for me to receive my parcel?
In order to deliver your package safely and efficiently, someone within the premises will need to be present in order to provide us with a signature / name to formally accept delivery before our courier can hand over your parcel.
What happens if I miss my delivery?
For delivery within the UK, our delivery courier will leave you a card if delivery has not been possible. This is to advise you on how to rearrange your delivery.
For International Delivery, you will receive an email from our customer service advisor explaining how you can rearrange your delivery for a more suitable day.
If we are likely to encounter problems in delivering your goods to your chosen delivery address, then please contact service@poundshop.com.
What happens if I don't re-arrange for my missed delivery?
If after a failed delivery to you, you do not re-arrange a delivery, or collect them from a local delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may end the contract and may deduct our costs for the failed delivery from any refund due to you.
What happens with deliveries of large orders?
It is possible that you will receive multiple parcels depending on how many items that you have ordered with us. Please check your tracking number provided by DPD to tell you how many boxes are within your consignment and when they are being delivered.
What should I do if I have an item that is missing from my order?
Whilst we do our very upmost to ensure all items are completely fulfilled within your order, on the occassion where items are missing then customer services will need to be notified at service@poundshop.com within 7 days of delivery.
Please note that you will need to provide your order confirmation as reference for our customer care team.
Please be aware that we do not issue replacements for missing item(s). Once your query has been reviewed by our customer care team, a refund will be issued for the missing product(s) to your original method of payment.
OTHER:
What forms of payment do you accept?
Here at Poundshop.com, we accept a number of different payment methods including: Visa, MasterCard, Maestro Card, PayPal and Klarna Pay Later.
What is a short-dated product?
A short-dated food or drink product is an item that is approaching or is just past its best before date. Best before dates are set by the respective manufacturer to serve as a guide only to the date by which their product can be enjoyed at what they believe to be its optimal quality, it has nothing to do with safety. When a product has past its best before date, it does not mean that the food is harmful, just that it might begin to lose its optimal flavour and texture.
Short-dated food products are also a great way to help with food waste management as many of these would be disposed of unnecessarily. Short-dated food items are a great way to save money and an opportunity to shop more responsibly.
Please note that we do not sell any items that are past their use by date - please always see product descriptions for more information.
Do you have any high street stores?
No, Poundshop.com is an online retail store only. All orders are shipped straight to your door from our UK, West Midlands distribution centre.
What is Poundshop's VAT number?
Poundshop.com's VAT number is: 179631766.
Our Customer Service team are available Monday to Friday 9am – 5pm. Please contact us via www.poundshop.com/contact or alternatively call 0121 526 8772.