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Delivery & Returns

Store Contact Information

Shrewsbury - 01743 353993 

Newcastle-Under-lyme - 01782 617150

Hanley - 01782 287152 

Nantwich - 01270 628587

Returns & Exchange Terms And Conditions

As Pockets only stocks the highest quality authentic brands, and we check items before dispatch, we are confident that you will be happy with your purchase.

Items must be returned within 14 days of you receiving your order. Items must be unworn and unaltered, in the condition they were dispatched and complete with all original packaging and tags. We cannot accept any returned items that do not meet these criteria.

All correctly returned items will be credited to the account from which the original purchase was made. We are unable to refund any shipping charges incurred. We advise all customers to check items thoroughly on receipt of goods, prior to removing and disposing of labels and original packaging.

Returns & Exchange Process

We aim to have returns processed within 3-5 working days (please note this does not include weekends) from when the item has been returned to us. During sale periods these times can be slightly longer than normal due to higher volumes. Once the item has returned to us you will receive a text message from our team acknowledge which will begin the returns process.

Due to our multi-store fulfillment system, we are unable to offer direct exchanges. Instead, we will issue a full refund for any returned items. If you would like a different size or style, we recommend placing a new order separately to ensure availability. 

UK Returns With DHL eReturn

The easiest way for customers in the UK and EU to return an item is by using the DHL eReturns service with the returns label included in your order. This service is free for UK customers.

  • Complete the Return Form
    Write the reason for your return on the brown Pockets return card provided with your order.
  • Package the Item
    Place the item(s) in suitable and secure packaging to ensure they are protected during transit.
  • Label the Package
    Affix the sticky return label addressed to Pockets securely to the outside of the package. Ensure it is clearly visible and scannable.
  • Drop Off or Arrange Collection
    • Option 1: DHL Collection – Book a collection via DHL’s Schedule a Pickup by entering your Waybill number (found on your returns label under the first barcode) and following DHL’s instructions.
    • Option 2: DHL Drop-Off Point – Find your nearest location via DHL Service Point Finder and hand over your parcel. Ensure the label is securely attached and the waybill document is included.
  • Complete the Return
    When handing over your parcel—either to a DHL driver or at a drop-off point—also provide the waybill document.

UK Delivery Information

Standard DHL Delivery (3-5 working days) - £9.99

Once your order has left us, you will receive an email containing a tracking number to track its progress online.

Our shipping partner, DHL, also offers you the flexibility to make changes to your delivery while your purchase is on its way to you. Enter your mobile number at checkout to receive an SMS notification after your order has been dispatched, follow the link provided and choose from a range of options.

  • Rescheduling your delivery for a nominated day
  • Placing your shipment on hold if you are away from home
  • Arranging to collect your order from a DHL service point

In-Store Collections

You can opt for In-Store collection to your local store which can take up to 5 working days. The store will notify you once your order has arrived with them and is ready for collection. You will have to pay for delivery at the checkout but if you leave a note stating which store you’d like to collect your order from we will issue a full refund for the postage costs.

EU / Worldwide Delivery Information

We are unable to deliver to the EU / Worldwide at the moment via the website. Please contact us to place an order for delivery to the EU or Worldwide. 

Cancellations

You may cancel your order for a full refund up to the point of dispatch, after which the item is no longer our responsibility and you should follow the returns and exchange procedure instead.

Tel: +44 (0)1743 353 993 or email: shop@pockets.co.uk.