Where are Pockets based?
We have five great stores based across Shropshire, Staffordshire, Cheshire, and Worcestershire. The store locations include Shrewsbury, Hanley, Newcastle-Under-Lyme, Nantwich, and Worcester.
Can I speak to someone in person?
You can speak to our dedicated web team 24 hours a day, 7 days a week on +44 (0)1743 469 737. If you live locally to one of our stores then just pop in and talk to one of our friendly team members, who will be happy to offer any style advice or general assistance you require.
Can I order over the phone?
Certainly, just phone our web team on +44 (0)1743 469 737 and they will happy to complete your order over the phone. Some brands, including Moncler and Mulberry, are currently only available to order over the phone or in-store.
Can I order online and collect in store?
Simply write which store you would like your order to be delivered to in the 'delivery notes' section at the checkout, and we will refund any shipping charges you have incurred.
What courier do you use?
Pockets currently use DPD and DHL Express for all UK orders, and DHL Express Worldwide for all orders to the EU and Rest Of World.
How long does delivery take?
UK Express - order before 2pm for next day delivery (not available weekends, bank holidays and during special sale events)
EU - usually 1 - 3 working days
International - usually 3 - 5 working days
Please note that 'add your initials' items will take longer to dispatch (3 - 5 days for UK & EU customers, 7 days for International customers).
How much does delivery cost?
Can I track my item?
When your order is dispatched you will receive a confirmation email with a tracking number. Orders delivered via DPD can be tracked here. Orders delivered via DHL (including all EU & International customers) can track their parcel here.
What if I am not at home when it’s delivered?
We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified somebody else to accept the delivery, then you accept their signature (or the signature of somebody at the specified delivery address) is evidence that the delivery has been fulfilled by Pockets.
Can you deliver to a PO Box address?
Unfortunately not, as our couriers require a signature for every parcel delivered.
Do you deliver to my country?
We deliver to most countries including: Australia, Austria, Bahrain, Belgium, Brunei, Canada, Chile, China, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Jordan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Puerto Rico, Qatar, San Marino, Saudia Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States, Venezuela.
Do I have to pay custom and import charges if I live outside the EU?
Yes, you will be responsible for paying any customs and import charges for the country in question.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
What payment cards do you accept?
We accept most major credit and debit cards.
What currencies can I use?
The cost of your order will be based on the UK price in pounds sterling, so the cost of the order in your local currency will depend on the exchange rate at the time of purchase. Whilst prices may be viewed on the website in Euros and Dollars this is an estimate based on recent exchange rates, and may not be an exact reflection of the final order price.
Do we accept gift vouchers?
We currently sell both website and in-store gift cards, only the website gift cards can be redeemed against web purchases. In-store gift cards can be redeemed at one of our 5 stores.
Can I use a different payment method?
We can also currently accept payment via PayPal and accept card payments over the phone.
When will my card be charged for the order?
With standard web orders using a credit or debit card, your card will not be charged until we have dispatched the order. Be aware that PayPal orders are charged when the order is initially placed.
Are all products genuine?
Pockets only ever retail genuine, designer brand products of the very best quality.
Do you have more sizes available?
We may have more sizes available, give us a call and we will find out for you (01743) 353 993. With some brands we can order in more stock quite quickly if we have sold out.
Will we be getting more stock?
With certain items we only get one delivery in at the beginning at the season, whereas with others we may receive additional stock later in the season. With select brands we can also order individually just for you, so it is well worth giving us a call to find out (01743) 353 993.
Can I get more information about a product?
Give us a call and we will be able to tell you more.
The item I bought is now on sale, can I get the difference refunded?
We will often run short timed sales promotions, allowing you to get an item at a great price for a certain period. Because of this, the price of an item may fluctuate from time to time. With this in mind, it is not possible to get the difference refunded should you see that the price has changed at a later date.
How do I place an order?
In order to place an order you need to create a Pockets account, click on the little man icon in the top right corner of our webpage and you will be guided through the account creation process.
How do I create an account?
Click on the little man icon in the top right corner of our webpage and you will be guided through the account creation process.
How do I know if an item is in stock?
Items will only appear on our web page if there is stock available. You can see which sizes are available by hovering over an item on a search results page, or by looking at the size selector on a product page.
How do I know if my order was successful?
You will be told your order has been successful when going through the order process, you will also receive a confirmation email to the email account you specified when setting up your Pockets account.
Can I cancel or change my order?
If you call us on +44 (0)1743 469 737 you may cancel or modify your order up to the point of dispatch, after which the item is no longer our responsibility and you should follow the return or exchange procedure instead.
Part of my order is incorrect or missing?
We make every effort to ensure your order is correct. However, if part of your order is incorrect or missing give us a call on +44 (0)1743 469 737 and we will put it right.
What is your online returns policy?
If for any reason you are not completely satisfied with the goods we will be happy to offer you a refund or exchange, providing the following conditions are met:
- Items must be returned within 14 days
- Items must be in a resalable condition (as new)
- Items must be complete with all tags and packaging in a reusable condition.
We cannot accept any used items that do not meet these conditions and any such items will be returned to the purchaser. Returns received after 14 days of receipt will only be accepted at the discretion of Pockets.
How do I return an item?
The easiest way for customers in the UK to return an item is by arranging a collection with our courier DHL, using the returns label included with your order. Using DHL eReturn is free for full price orders.
Customers who do not qualify for free returns via DHL eReturn will be charged £8 (UK customers) or €10 (EU customers) for using the service (deducted from your refund). Please note: if your order contained a mixture of sale and full price items then you do not qualify for free returns via DHL eReturn and will be charged £8 (UK customers) or €10 (EU customers) for using the service.
(1) Complete the returns form. We need to know your order number, which will start '1000'. Completing the returns form will make processing your return much faster.
(2) Pack your return item(s). Use the DHL Flyer bag included with your order or any suitable and secure box.
(3) Label the package. Attach one label securely to the package, ensuring it is clear and easy to read.
(4) Book your collection online by visiting the DHL website here. You will be prompted to enter your waybill number, found on the returns labels below the first barcode.
(5) Complete the pick up. Hand the package and second label to the DHL driver.
Overseas customers and UK customers who do not wish to use the DHL eReturns service can still return items, though you will be liable for any postage costs incurred. Items should be returned to the following address:
Unit 5 Hotspur Park,
Knights Way, Battlefield Enterprise Park,
If your order was delivered via HubBox please post your item back to the above address rather than returning the item to the collection point.
All correctly returned items will only 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 check items thoroughly on receipt of goods, prior to removing and disposing of labels and original packaging. If you have any queries or would like to discuss the returns procedure with a member of our team please do not hesitate to contact us.
How do I know you have received my return?
When we have received your returned item and checked its condition, we will process a refund via your original means of payment and you will receive a confirmation email.
How long will it take to get a refund?
You should receive the returned payment 4-5 days after the refund has been issued.
How long will it take to get an exchange?
We will be happy to organise your exchange, as soon as we have received your returned item and checked its condition.
Why has my original delivery charge not been refunded?
Unfortunately, the original delivery charge is non-refundable.