Questions about payments and refunds?

Do you accept AMEX?

We don’t, I’m afraid. We accept Visa, Mastercard and Maestro. If you do wish to pay via Amex you can do so via Paypal, which is one of the payment options at checkout. 

Can I pay via PayPal?

Yes, you can! Just select PayPal at the checkout stage.

Do I need to pay VAT?

If you are a resident within the UK or you want delivery within the UK, then yes. VAT is added into the cost of the products you see on the website. If you are purchasing outside of the UK for delivery outside of the UK, then the VAT will be removed. For Channel Islands please do select your island under the country selection.

Do you cover customs/duties for overseas shipments?

Unfortunately, we are not able to cover these costs. Our couriers will normally contact you once your order has arrived at the destination country to get payment for these charges. Please note that if these are not paid in a timely manner, then these may be returned to us and we will not be able to reimburse the delivery or return costs. At this stage we are unable to advise what these additional costs would be as it varies per country.

How will I receive my refund?

Any refunds will be made back to the original payment method. If you have cancelled your card, or changed banks within the time of placing your order then please contact our Customer Service team so we can make different arrangements for you.

How do I pay with Pooky perks?

Once through to the checkout stage on our website, you will have the option to use your existing perks against your order, so long as you are logged into your account that holds the Perks earned on previous orders.