Delivery
Where do you deliver?
We deliver almost everywhere! If you are ordering outside the EU then we do ask that you contact our Customer Service team directly on hello@pooky.com so we are able to arrange a delivery quote for you.
How much is delivery?
Delivery is free of charge for orders over £50 to most parts of the UK. If your order is under £50, then there will be a £5 delivery charge. For most countries in Europe the delivery cost will be confirmed for you at checkout. If we need to provide you with a quote we will advise this for you at that point.
For our customers in the Republic of Ireland will incur a small surcharge at checkout. Delivery to Northern Ireland and the Highlands and Islands of Scotland is now free! please see our Remote Shipping Charges page for further information.
How long does delivery take?
In most cases, customers will receive their order within 1-3 working days, unless one of our expedited delivery services is selected at the checkout. Delivery outside of UK may take longer.
Do I need to be present to receive it?
DPD offers alternative delivery arrangements, which can be requested when they get in touch to confirm your delivery and would be at the customers own risk.
Can I change the delivery address?
Of course! If you have already received a notification from DPD about your delivery then you can follow the link to make changes. Alternatively you can get in touch with our Customer Service team on hello@pooky.com or 0207 351 3003 and we can arrange that for you. Please note that this may cause delays in the delivery.
Where is my delivery?
Our couriers will be in touch with tracking information via email, or by text if a mobile number has been provided at checkout. Just follow this link and it should let you know whereabouts your order is in their delivery process. Please note that during promotional periods we may send out your order in separate deliveries. If you have any issues at all, then please get in touch with our Customer Service team on hello@pooky.com, or 0207 351 3003.
Is your packaging recyclable?
For the most part we have tried to ensure that as much of our packaging as possible is recyclable.
However, due to the fragile nature of many of our products, it is necessary at present for us to include some non-recyclable packaging to ensure the safe delivery from our suppliers to you. We face a balance between the need to use strong packaging (some of which is polystyrene) vs. the cost in materials and energy of remaking and resupplying goods that have been damaged in transit. The polystyrene that we use is in fact recyclable - it's just that not many councils have yet invested in the equipment to do so. And of course we are constantly on the hunt for more eco-friendly alternatives that will ensure the protection of our glass and ceramic products.
We are always happy for any recommendations as well so please feel free to let us know if you have suggestions. It is a priority for us and we do take it very seriously, we're always on the look out for more sustainable alternatives.
How does international shipping work?
Orders for our customers based in Europe can be processed through the website, and VAT will be removed at the checkout, for most destinations. If this doesn't work for you please get in touch with our Customer Service team directly on hello@pooky.com.
Please note that if your order is over 5kg in volumetric weight then we may need to get in touch with extra charges. Tax and duty charges are country specific and not something we are able to advise on in advance at present. These will be charged by the customs in the destination country and are the sole responsibility of the buyer. Normally the courier company will contact you for payment of any duty or tax payable and the recipient will be responsible for arranging payment prior to the delivery of goods.
If the payment is not made promptly then the courier will return the goods to Pooky and we will be unable to reimburse the delivery or the return costs. It is therefore very important that overseas buyers supply accurate contact details so the courier company can make contact without problem.
If you are wanting delivery outside of the EU, please contact our Customer Service team directly on hello@pooky.com so we are able to arrange a delivery quote for you.
