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WE APOLOGISE AS A RESULT OF A SIGNIFICANT SHARP INCREASE IN RECENT ORDER VOLUMES, THIS MAY MEAN THAT WE ARE A DAY OR SO PAST OUR STANDARD DELIVERY TIMES


Returns and Refunds Information

Returns Information

"Our passion and drive for providing exceptional valued products to our loyal customers is paramount here at Poundshop.com"


We want you to be happy with the products that you have purchased from Poundshop.com, but if you do change your mind, you can return your purchase in it's original condition within 14 days from the date your order was delivered. All you will need is the order confirmation and we will exchange the product(s) or issue a refund for you. 

We make every effort through our product descriptions and images to correctly represent items on sale at Poundshop.com. However, if you are not completely satisfied with a product(s) that you have purchased from us, you can easily return it using the information on our returns policy below.


RETURNS AND REFUNDS:
 
The following Frequently Asked Questions are regarding Poundshop.com's returns policy:

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.

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.

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 as soon as possible after receipt 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.

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 or via telephone at 0121 647 2569 within 7 days of receipt.

Please note that you will need to provide your order confirmation as reference for our customer care team. 

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.


Not found what you are looking for?

Well at Poundshop.com we are here to help. Feel free to take a look at our Frequently Asked Questions page, or contact customer services on the following if you have any further queries:

T: 0121 647 2569

E: service@poundshop.com