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.
If you’d like to exchange your item, please call us on 01743 469737 where a member of staff will be able to assist.
UK Returns With DHL eReturn
The easiest way for customers in the UK and EU to return an item is by arranging a collection with our courier DHL, using the returns label included with your order.
Using the DHL eReturns service is FREE for UK customers.
(1) Complete the returns form on your invoice. Completing the returns form will make processing your returns form will make processing your return much faster.
(2) Pack your return item(s). Using suitable and secure packaging.
(3) Label the package. Attach the label returning to Pockets securely to the package, making sure its easy to read and can be scanned.
(4) Book your collection online or using your local DHL drop off point (see below)
You will then be prompted to enter your waybill number, which is located on your returns label below the first barcode.
(5) Complete the pick up. Hand the package and waybill document to the DHL driver/staff.
Option two: DHL DROP OFF POINT https://parcel.dhl.co.uk/dhl-service-point/find-your-nearest/ You can find your nearest DHL drop off point to drop your parcel, making sure your parcel has the label returning to Pockets safely attached to the parcel and waybill document to hand over to the drop of point.
UK Delivery Information
Standard DHL Delivery (2-3 working days) - £7.99 Free for orders over £500
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 (Not Including the USA)
We are unable to deliver to the EU / Worldwide (apart from the USA) at the moment via the website. Please contact us to place an order for delivery to the EU or Worldwide.
United States Delivery Information
DHL Express Delivery (3-4 working days from dispatch) - £35 Free for orders over £500
Once your order has left us, you will receive an email containing an air waybill 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.
The above price is shown as a guide, and we may require extra postage before your order can be dispatched if the parcel weighs over 2kg. If there is an additional charge, the cost will be worked out by ourselves and you will be contacted via email.
We offer Tax-Free shopping for our international customers and the tax will be is automatically deducted at the checkout.
International customers are required to pay their local customs charges/import duties which are calculated by the courier once the parcel reaches your country. We have no control over these charges and cannot advise what the cost would be, as customs policies and import duties vary widely from country to country . These charges must be paid by the recipient of the parcel before delivery can take place. Pockets cannot undervalue orders when arranging delivery.
International Returns & Returning Without Using DHL eReturn
International customers (outside the EU) and UK/EU customers who do not wish to use the DHL eReturn service can still return items, though you will be liable for any postage costs incurred. We kindly ask international customers to clearly mark their items as a 'return' to avoid customs/duty charges.
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.