These FAQs are here to help with our Online shopping service. If you need help shopping at a Poundland store or have general Poundland queries, please click here
Why don’t you deliver to my postcode?
We are currently only delivering to a limited set of UK postcodes as part of our Online trial.
Pre-register your interest and be one of the first to know when we open to your area.
Is there a minimum checkout spend?
No - there is no minimum spend.
Is the full Poundland product range available to buy online?
We’re currently only offering a selection of our most popular items online. In future, we may expand the range.If your favourite products aren’t yet available online, please visit your local store or send us an email to let us know what you’d like to see in the future.
I can see a product is “Out of Stock”, will it return soon?
We receive deliveries regularly, so please check back if something you want is out of stock.
Do you sell Pep&Co clothing online?
Not yet, though we may do so in the future. You can find your nearest Pep&Co store here.
I’m having trouble placing my order online, can I place an order over the telephone?
Sorry – we’re an online-only service. We don’t offer a telephone ordering service.
What payment methods do you accept?
We accept the following payment methods:
- American Express
All payments are processed on our behalf by Stripe.
When will money be taken from my account?
Once an order is placed, you will see a pre-authorisation for the order value in your account. Once the order is dispatched, these funds will be taken by Stripe on our behalf.
What delivery options do you offer?
We offer standard delivery through our courier Hermes for a flat fee of just £4. We aim to deliver in 3-4 working days but delivery times may vary subject to demand. We’ll always tell you when you can expect your delivery when you check out.
Please note that Hermes does not deliver on Sundays.
Do you offer a Click and Collect service?
We don’t currently offer a Click and Collect service. All the items on our website are eligible for home delivery.
What does delivery cost?
There’s a simple £4 flat fee for all orders, regardless of how much you purchase.
Do you offer expedited delivery?
No – we offer the same standard delivery service to everyone. We’ll get your parcel to you as quickly as we can – A timeframe of 3-4 days is what we work to via our delivery partner Hermes.
Is there a free shipping threshold?
No - we don’t make you load up your basket just to qualify for free shipping. All orders are charged a flat rate shipping fee. Please see our Delivery & Returns policy for more information.
Can I have my order delivered to an address of my choice?
Yes! Your delivery address can be different from your billing address, and you can store multiple delivery addresses in your account.
*PLEASE NOTE: We are currently only delivering to a limited set of UK postcodes as part of our online trial.
Do you offer guest checkout?
No, unfortunately we do not offer guest checkout at this time. You’ll need to register an account with us to place an order.
I have not received a confirmation or dispatch email, what do I do now?
Please check your spam/junk folder as emails can be filtered out. If you still can't locate these emails, please contact our Customer Services team and we'll be happy to assist you directly.
I’ve ordered from a business, can I have a VAT receipt?
Sure. If you need a VAT receipt for your order, please contact our Customer Services team and we'll be happy to assist you directly.
What is the standard size of a parcel?
We have various box sizes but the largest box is no bigger than L- 620mm, W- 470mm, H- 480mm.
What happens with deliveries of large orders?
Large orders may be dispatched in multiple parcels, depending on the size and weight of the individual order.
For more information on delivery, please see view our Delivery Information.
How do I register online?
To register an account, click register here.
How do I update my online password?
To change your password, click the “Forgot your password?” link on the Sign In page. Note: If you're already signed in, you'll need to sign out first.
How do I change my address?
How do I update my email address or User Name?
If you’d like to update your email address or User Name, please contact our Customer Services team and we'll be happy to assist you directly.
How do I change my online marketing preferences?
If you’d like to update your marketing preferences, please log into your Account and select "Communication"
How do I close my account?
We’ll be sorry to see you go, but please contact our Customer Services team and we will be happy to sort that out for you.
I’ve forgotten my password. How do I create a new one?
Can I change my account details over the telephone?
If you‘re having trouble changing your account details online, please contact our Customer Services team and we’ll do our best to assist you directly. Please note that you’ll be asked some verification questions before we can assist you over the telephone.
Where's my order?
You can track your order by clicking on the link in your Hermes emails or by entering your Tracking Number directly at www.myhermes.co.uk/track.
If your order contains multiple parcels, you will have a unique tracking number for each parcel.
How do I cancel or modify my order?
If you wish to cancel your order, please contact Customer Services as soon as possible. If your order has already been dispatched, we’re afraid we’ll be unable to make any changes. However, if your order has not yet been dispatched, we will do our best to arrange a cancellation.
Please note, we are unable to add or remove individual products from an existing order once the order has been placed.
Will all my order be shipped at the same time?
Yes, your order will be dispatched in its entirety.
What happens if an item in my order is out of stock?
In the unlikely event that an item is out of stock after placing an order, we’ll remove that item from your order. You’ll be able to see this in the e-Receipt attached to the Dispatch Email and you will not be charged for out-of-stock items.
At this point in time, we do not offer substitutes for items that are out of stock.
How do I return an item?
At Poundland, we want you to be happy with the items that you purchase. However, we understand that there may be a time when you need to return something you’ve bought from us.
For further information on returning items please see our Returns policy.
What do I do if an item is missing from my parcel?
If you are missing any items in your order, please contact our Customer Services team and we will be happy to assist you directly.
What do I do if I received the wrong items in my parcel?
If you received items that you didn’t order, please contact our Customer Services team.
What do I do if products arrived damaged?
If any part of your order is damaged on arrival, please contact our Customer Services team.
What happens if I miss my delivery?
You'll be able to track your delivery by clicking on the Tracking Number in your Hermes emails or by entering it directly at www.myhermes.co.uk/track. For real-time updates to your order tracking, try the Hermes parcel app.
If you’re not at home when Hermes deliver, Hermes will leave it in a chosen safe place at the discretion of the courier. However, if a safe place can’t be found, the courier will attempt two further deliveries.
What happens if my parcel has been delivered but I can’t find it?
If your order status is “Delivered” and you are unable to locate it, please contact our Customer Services team and we’ll try and track down your parcel.