Ordering
How do I place an order?
Choose your items, add them to your basket and complete checkout. You will receive an order confirmation by email. Please check your contact details and delivery address before paying.
Can I change or cancel an order?
using our Contact Us form as soon as possible with your order number. We will check if the supplier can stop or change the order. If your order has already been dispatched, you may still have cancellation and return rights; see our Returns & Refunds page.
What currency do you charge in?
Prices on our UK storefront are shown in pounds sterling (GBP). Available payment methods and any delivery charges are displayed at checkout.
Products and delivery
Where do your products come from?
PouchPetal works with suppliers through Shopify Collective. The supplier responsible for each product fulfils and dispatches your order.
Do you deliver across the UK?
Enter your address at checkout to check the delivery options available for your items. Delivery coverage depends on the supplier and the destination.
How much is delivery?
Your available delivery charges are calculated and shown at checkout before you pay. If you order from multiple suppliers, parcels may arrive separately.
When will my order arrive?
Timeframes vary by supplier and delivery service. Where available, estimated delivery information is shown during checkout or in order updates. We cannot promise a fixed delivery time for every product. Read our Delivery Information page.
Will I receive tracking?
If tracking is supplied by the carrier or supplier, you will receive it in your dispatch updates.
Returns and support
Can I return an item?
For most online purchases, UK customers can cancel within 14 days of receiving their goods, subject to statutory exceptions. Email us before posting anything back so we can provide the right supplier return instructions. See Returns & Refunds.
What if something arrives damaged or incorrect?
using our Contact Us form with your order number, a description and, where possible, photographs. We will work with the supplier to put it right.
How do I contact PouchPetal?
Use our Contact Us form. Include your order number if your query concerns an order.