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FAQs

General

  • Where are pockets based?

We have five great stores based across Shropshire, Staffordshire, and Worcestershire. The store locations include Shrewsbury, Hanley, Newcastle-Under-Lyme, Nantwich, and Worcester.

  • Can I speak to someone in person?

Definitely, our stores our open 7 days a week from 9 till 5 Monday to Saturday, and 11 to 3 on Sunday. You can speak to our Shrewsbury store on (01743) 353 993 or our web office +44 (0)1743 469 737.

  • Can I order over the phone?

Definitely, our stores our open 7 days a week from 9 till 5 Monday to Saturday, and 11 to 3 on Sunday. You can speak to our Shrewsbury store on (01743) 353 993

  • Can I order online and collect in store?

Give us a call, and we will take your order over the phone.

 

Delivery

  • What courier do you use?

We currently use DPD & Interlink for our UK, EU and international orders. On occasions we may use Royal Mail for UK based orders.

  • How long does delivery take?

UK Express - typically next working day (not available weekends, bank holidays and during special sale events)

UK Standard - usually 3-5 working days (during special sale events (e.g. flash sales) please allow 5 to 7 working days due to the high volume of orders)

EU - usually 3-12 days (during special sale events (e.g. flash sales) please allow 5 to 15 working days due to the high volume of orders)

International - usually 3-12 days (during special sale events (e.g. flash sales) please allow 5 to 15 working days due to the high volume of orders)

  • How much does delivery cost?

UK Express - £9

UK Standard - £5.99

EU - £15.99

International - £29.99

  • Can I track my item?

When your order is dispatched you will receive a conformation email with a tracking number.

  • 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?

Sorry no, We require a signature for any goods 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. 

 

Payments

  • 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 purchaces. In-store gift cards can be redeemed at one of our five 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.

 

Products

  • Are all products genuine?

Pockets only ever retail genuine, designer brand products of the very best quality. 

  • Do you have more sizes available?

It is very possible that we will 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?

It depends, with certain items we only get one delivery in at the beginning at the season, whereas with others we might buy in some more 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 brought is now on sale, can I get the difference refunded?

As an online store 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 get the difference refunded should you see that the price has changed at a later date.

 

Your Order

  • 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 webpage 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.

 

Returns

  • 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 30 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 30 days of receipt will only be accepted at the discretion of Pockets.

  • How do I return an item?

If you wish to return an unsuitable item, please returned it to the following address:

Pockets,
Unit 5 Hotspur Park,
Knights Way,
Battlefield Enterprise Park,
Shrewsbury
SY1 3FB

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.

Please be aware that the customer is responsible for the return postage costs.

Items must be returned to our returns department within 30 days, unworn, unaltered, and in a good condition with original tags and packaging. Please include your order number or original invoice.

  • 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 conformation 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.

  • Who pays return postage?

The customer is responsible for the postage costs when returning non-refundable and unwanted goods.

  • Why has my original delivery charge not been refunded?

Unfortunately, the original delivery charge is non refundable.

Size Guide

CLOTHING

  XS S M L XL XXL 3XL 4XL 5XL 6XL
Europe 44 46 48 50 52 54 56 58 60 62
France 44 46 48 50 52 54 56 58 60 62
Italy 44 46 48 50 52 54 56 58 60 62
UK 34 36 38 40 42 44 46 48 50 52
US 34 36 38 40 42 44 46 48 50 52

 

SUITS

  XS S M L XL XXL 3XL 4XL 5XL
Europe 44 46 48 50 52 54 56 58 60
Italy 44 46 48 50 52 54 56 58 60
UK/US CHEST 34 36 38 40 42 44 46 48 50
UK/US WAIST 28 30 32 34 36 38 40 42 44
France CHEST 28 30 32 34 36 38 40 42 44
France WAIST 36 38 40 42 44 46 48 50 52

 

SHIRTS

  XS S M L XL XXL 3XL 4XL 5XL
European Collar 37 38 39 41 42 43 44 45 46
UK/US Collar 14.5 15 15.5 16 16.5 17 17.5 18 18.5
Italian 44 46 48 50 52 54 56 58 60

 

TROUSERS & JEANS

  XS S M L XL XXL 3XL 4XL 5XL 6XL
Italian 44 46 48 50 52 54 56 58 60 62
UK/US Waist 28 30 32 34 36 38 40 42 44 46
French 36 38 40 42 44 46 48 50 52 54

 

SHOES

European 39 39.5 40 40.5 41 41.5 42 42.5 43 43.5 44 44.5 45 45.5 46 46.5 47
UK 5 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12 12.5 13
US 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12 12.5 13 13.5 14

 

HATS

  S S M M L L XL XL 2XL
European 54 55 56 57 58 59 60 61 62
UK 6 5/8 6 3/4 6 7/8 7 7 1/8 7 1/4 7 3/8 7 1/2 7 5/8
US 6 3/4 6 7/8 7 7 1/8 7 1/4 7 3/8 7 1/2 7 5/8 7 3/4

 

BELTS

  XS S M L XL XXL 3XL 4XL
European 85 90 95 100 105 110 115 120
UK/US Waist 28 30 32 34 36 38 40 42

 

MONCLER

Moncler 00 0 1 2 3 4 5
France 34 36 38 40 42 44 46/48
Italy 38 40 42 44 46 48 50/52
US XXS XS S M ML L XL

PHONE OR IN-STORE ORDER

To order this item, please complete the enquiry form or contact your nearest store.

SHREWSBURY
7A The Square
Shrewsbury
Shropshire
SY1 1LA

Tel: (01743) 353 993
Email: [email protected]

NEWCASTLE-UNDER-LYME
20 The Iron Market
Newcastle Under Lyme
Staffordshire
ST5 1RF

Tel: (01782) 617150
Email: [email protected]

HANLEY
80 Piccadilly
Hanley
ST1 1HX

Tel: (01782) 287152
Email: [email protected]

NANTWICH
1-3 Hospital Street
Nantwich
CW5 5BZ

Tel: (01270) 628587
Email: [email protected]

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