Pogu - Outdoor Clothing Accessories

Delivery FAQs

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I HAVEN'T RECEIVED MY ORDER

There are several reasons why an item you ordered may not have been received:

Missing or delayed order: Delivery usually takes 3-5 working days within the UK and 3-10 working days overseas (from date of dispatch). Please check the email that was sent on the day your order was dispatched for up-to-date information on it's location. if you have any further queries, please contact us on 01539 821864.

Item not yet available: Occasionally we have stock listed on the website that hasn't yet arrived from the supplier. In this case, we will notify you via email within 48 hours of receiving the order and will then dispatch the item to you as soon as stock is available.

Item temporarily out of stock: If an item goes out of stock and we expect to receive new stock within a reasonable time frame, we will hold your order and dispatch the item to you as soon as stock is available.

Item unavailable: If an item becomes unavailable (which means we are unexpectedly unable to fulfill you order and are unlikely to receive new stock within a reasonable time) we will endeavour to notify you via email within 48 hours.

Account declined (payment not processed): If we cannot process payment for any reason, please contact us directly on 01539 821864 or sales@pogu.co.uk. We can take payment via telephone.

MY ITEM HAS BEEN DAMAGED BY THE COURIER - WHAT SHOULD I DO?

Should your parcel show signs of damage on receipt from the courier, please make a note of this on the courier's documents or if possible take photographs of the damaged areas of the packaging and the product(s). This will assist in any claims which may occur at a later date.

We want all our customers to receive their purchases in excellent condition so if you think there is a fault with your item please contact us immediately. You can contact the team on 01539 821864 or sales@pogu.co.uk. Please include as many details as possible about the order and the problem with the goods when contacting us and we will get an alternative sorted out for you.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

If you have received an incorrect item in your order please contact us straight away so we can get it sorted for you. You can contact the customer care team on 01539 821864 or sales@pogu.co.uk

AN ITEM IS MISSING FROM MY ORDER

Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately. If your order has been sent separately then the delivery note will only state which items should be in that part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. You can contact the customer care team on 01539 821864 or sales@pogu.co.uk

DO YOU OFFER EXPRESS OF NEXT DAY DELIVERY?

Unfortunately we're currently unable to offer an express service.

Delivery of orders to UK addresses typically takes 3-5 working days from when the order was placed, if the item is in stock in our warehouse.

Delivery to Highlands and Islands can take up to 7 working days. Europe typically takes 3 - 7 working days from the date of dispatch.

Delivery to the rest of the world can take longer depending on where the parcel is being delivered.

HAS MY ORDER BEEN SHIPPED OUT YET?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise. If your order is trackable we will send you an email with your tracking number.

The cost of UK Standard Delivery is calculated by weight in kgs or FREE delivery on orders over £50.00. Your order will be sent out via Royal Mail and can be delivered anytime between 8am and 5pm Monday to Saturday. Please note, a signature may be required on receipt. If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.

INTERNATIONAL DELIVERY

International shipping is charged on a flat rate basis, regardless of the weight of your parcel. Standard and Express delivery services are available for most of the countries that we ship to. Standard delivery is a non trackable service. The express service provides tracking information on your parcels progress. Shipping will be automatically calculated at the checkout page when both the delivery destination and service option is selected. The summary of delivery timescales and cost are as follows:

When you place an order, we suggest you have it delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt. Your order will be dispatched via the most suitable carrier, depending on size and weight.

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

NON EU VAT

VAT is not included in our prices for customers outside of the EU.

DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

Please note, we are able to deliver to PO Box addresses in the US, Australia, Cyprus and United Arab Emirates. Outside of these countries, we can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.

DO YOU DELIVER TO BFPO?

Yes. We do offer a delivery service to BFPO addresses. Please make sure a full BFPO address is given.

DO YOU SHIP TO PO BOX ADDRESSES?

We are able to deliver to PO Box addresses in the US, Australia, Cyprus and United Arab Emirates. Outside of these countries, we can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.