Frequently Asked Questions

DSC02967Click on the links below to jump to each section and easily find the answer to your question!

  1. I have a question about Poundland Stores
  2. Allergen & Nutrition Information
  3. Recycle used Portable Batteries or Waste Electrical Products
  4. I have a question about Poundland Ecommerce
  5. I can’t find an answer to my question

 

 

Poundland Stores

 

Poundland Stores

Q. Where is my nearest store?

A. Please visit our Store Finder. Enter your town or postcode into the box and click on the “GO” button. You will be provided with a list of the five Poundland stores nearest to the post code that you entered.

Q. How can I obtain the telephone number of a Poundland store?

A. All our store telephone numbers are listed on our website. Please visit our Store Finder, enter the nearest postcode or name of the town for the store that you’re looking for, and click on the “GO” button. You will be provided with a list of the five Poundland stores nearest to the post code that you entered.

Q. What are the opening times of my local store?

A. The opening times of all Poundland stores are listed on our website, on the Store Finder page. Opening times may vary during Bank and public holidays. Please contact your local store directly to obtain the opening hours during public holidays or call Customer Relations.

Q. Will Poundland be opening a store in my local area?

A. All new stores which are due to be opened are listed on our website. Please click on the following link for more information: New stores.

Q. How can I suggest a location in which Poundland should open a store?

A. You can submit your suggestion by clicking on the following link: Contact Us. TOP

Tell me more about products

 

Q. Can my local store reserve products for me?

A. Subject to availability, your local store may be able to reserve specific products for you. Please contact your local store for more information – Store Finder.

Q. How do I obtain further information or instructions regarding a product I have purchased from Poundland?

A. Please submit your enquiry, in as much detail as possible to our Customer Relations Team by clicking on the following link: Contact Us. You should expect to receive a response from our Customer Relations Team within 3 working days of submitting your request.

Q. How do I obtain a data safety sheet for a product purchased from Poundland?

A. Please submit your request to our Customer Relations Team by clicking on the following link: Contact Us. A data sheet will be emailed or posted to you in due course.

Q. I am trying to locate a product which I purchased from Poundland, but my local store has none. How can I obtain further stock?

A. Please check with the manager of your local store in order to determine the availability of future stock. Find you local stores phone number using our Store Finder. If you still need help, please contact our Customer Relations Team: Contact Us.

Q. Does my local store have a particular product in stock?

A. Please contact your local store directly where one of our colleagues can check the availability of stock. All of our store telephone numbers can be located on our website by using our Store Finder.

Q. A product leaked over me / my clothes whilst shopping in the store, what can I do?

A. Please contact your local store manager or contact our Customer Relations Team: Contact Us.

Q. Can products be bought in cases directly from Poundland’s warehouse?

A. No, however we sell a number of products on our website in cases.

Q. Can bulk purchases be made from any Poundland stores?

A. Generally, Poundland does not promote bulk purchases in store. We would recommend that you speak directly to the manager of the store from which you wish to make the purchase as all sales are at the discretion of our store managers. Our store telephone numbers can be located by clicking the following link: Store Finder. Cases can be bought in bulk as cases on this website.

Q. Does Poundland offer any discount on large purchases?

A. To enable us to offer such amazing value to our customers, Poundland operates on a very small profit margin. Therefore we are unable to offer further discounts on any purchase, regardless of the transaction value. TOP

What if I’m not happy?

 

Q. How can I make a complaint about a product which I purchased from Poundland?

A. Any such complaint should initially be discussed with the manager of the store from which the product was purchased, or alternatively with the manager of your local Poundland store. When making the complaint, the product should be returned to the store, along with your till receipt or other proof of purchase. If the complaint cannot be resolved by the manager, the manager may complete a product complaint form which will then be forwarded, along with the product for investigation by our Customer Relations and Quality Assurance Team at Head Office. In such instances, you should expect to receive a response from our Customer Relations Team within 28 days of receipt of the product.

Q. I am not satisfied with the service I received in store, what can I do?

A. Please discuss your concerns directly with the manager of the store you visited, who will do everything possible to help deal with your issue.

Q. I am not happy with the outcome of my complaint which was discussed with a Poundland store manager, what further action can I take?

A. A complaint can be submitted online to our Customer Relations Team by clicking on the following link : Contact Us. You should expect to receive a response from our Customer Relations Team within 3 working days of submitting your request. Q. I had an incident while in store, who should I contact? A. We hope that our colleagues in store were able to help. If you think that the matter has not been resolved please send written details of the incident with the heading “Notification of Incident”, together with any photos, to us by post to: Poundland Limited Wellmans Road Willenhall WV13 2QT Or by emailing us, with the subject heading “Notification of Incident”.

Q. I am pleased with the service that I received at Poundland, how can I pass my comments on?

A. We would love to hear when we get it right. Please submit your comments online to our Customer Relations Team by clicking on the following link : Contact Us, and we will be pleased to share your comments with the store! TOP

What are your return / refund policies?

 

Q. What is Poundland’s return policy?

A. Poundland offers (at the sole discretion of the store manager) an exchange or refund on unopened items returned within 14 days of purchase. The item must be returned with a valid proof of purchase and in its original condition. For health and hygiene reasons, food items, jewellery, liquids, underwear, swimwear and other items from time to time are excluded. This is in addition to your statutory rights.

Q. Can I return an unopened product after the 14 day return period has expired?

A. This will be at the sole discretion of the manager of the store from which the product was purchased. Please contact the store manager directly. All our store telephone numbers can be located by visiting our Store Finder.

Allergen & Nutrition Information

We are working to add nutritional and allergen information about all of our food and drink products onto the website. If you do have any questions about allergens or the ingredients of any of our food and drink products, please contact Poundland Stores Customer Services Team.

Recycle used Portable Batteries or Electricals (WEEE)

To recycle waste electrical products or used Portable Batteries please see our Battery & WEEE information page.

I have a question about Poundland Ecommerce

Ordering, despatch & delivery

Q. How do I place an order?

A. From 6th March 2017 you will not be able to place an order on Poundland.co.uk. We’ve decided to close that part of our website and, in the medium term,  give selling online a rest – we have exciting developments planned for our stores and we want to focus all our efforts on those.

Your rights as a consumer have not changed, if you have a query about an order you have placed with Poundland.co.uk please refer to the FAQs or contact our Online Shopping Team.

Q. What happens after I place an order?

  1. You will have received an email containing confirmation of the order, details of the order, and the payment.
  2. The emails will contain a reference number assigned by Poundland for your Order. Please make sure that you save the Order Reference for any future enquiries regarding your Order.

Q. Why have I not received a confirmation order email?

A. If you have not received any emails from us after placing an Order please check your ‘junk’ or ‘spam’ folders. If you still have no order confirmation email, this may have been due to a temporary communication problem in the network or a spelling mistake in the email address. In both cases, you are advised to contact our Online Shopping Team.

Q. Where can I find the details of my order?

A. If you created an account with us you can Login and see a snapshot of your latest orders under “My Account”. Otherwise please refer to your confirmation order email for details of your order.

Q. My order has not arrived yet

A. If you placed an order before 6th March 2017: Standard delivery is 4 to 5 working days, please refer to your order confirmation email for more information.

 Q. What are your terms and conditions?

A. Follow the link to read our terms of sale.

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Returns & Refunds

Q. How do I return an item I have received?

A.  If you need to return any item to us for whatever reason, the easiest way is to return it to your nearest Poundland store; visit our store finder here. Alternatively, return by post.

When returning an item in store:

  1. Items must be returned to a Poundland store within 14 days of the date on which they were delivered to you.
  2. Unless faulty or damaged, unwanted items must be returned unused, in their original packaging and in a suitable condition for resale.
  3. When you return an item to us, you will need to bring your order confirmation or delivery note as a valid proof of purchase.
  4. Please make sure you bring the payment card that you originally used to purchase the item if you wish to be refunded by that method. If you paid by PayPal you will be issued with a cash refund.

When returning an item by post please read:

  1. After you’ve let us know that you wish to return an item, return within 14 days of the date on which they were delivered to you.
  2. Unless faulty or damaged, unwanted items must be returned unused, in their original packaging and in a suitable condition for resale.
  3. We will refund items to the credit or debit card of the person who originally paid for them. If you paid by Paypal we will refund your account.

To let us know you would like to return an item please contact our Online Shopping Team

Q. How do I return a faulty item?

A.

  1. If you receive a faulty item and would like a refund, please contact our Online Shopping Team, advising us of your order number (see order acknowledgement email which contains your order details), along with the name/product code of the item which is faulty and any further details. We will investigate this for you and advise.
  2. Please return the item to us following the same procedure as stated in section 1 ‘How do I return an item I have received?’

Q. Can I exchange an item?

A. Unfortunately, we are currently unable to process exchanges online. If you would like to exchange an item please visit your nearest store.

Q. How will I be refunded?

A.

  1. If you return an item in store, we will refund you straight away.
  2. If you return an item by post, we will refund you within 14 days of either receiving the returned items from you or receiving evidence that you have returned the items to us (whichever we receive first).
  3. Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item, if sent by post. Please return the item to us following the same procedure as stated in the section ‘How do I return a faulty item?
  4. In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage.
  5. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
  6. We will refund items to the credit or debit card of the person who originally paid for them, Paypal can not be refunded in store.

Q. What items are excluded from your standard refund policy?;

A.

  • Perishable products (for example, foods that deteriorate or expire)
  • Products that can’t be returned due to health or hygiene reasons (for example, pierced jewellery, underwear, or food and drinks that you have unsealed)
  • Any audio, video or computer software that you have unsealed or opened (for example, data cards, SIM cards, CDs, DVDs and batteries).

Q. What are my cancellation rights?

A. In addition to our returns policy, you can cancel your contract with us at any time within 14 working days from the day after you receive the product(s) which are subject to the contract .

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 Payment, Pricing & VAT

 Q. Can I claim a tax refund on my online purchase?

A. If you are buying for business in the UK, you will need to speak to HMRC, your accountant or a professional tax advisor for guidance on how to reclaim VAT. Purchases made online cannot be recovered through the VAT Retail Export Scheme.

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Online security

 Q. Will Poundland ever email or call me to ask for my details? A. No. Poundland will never:

    • Call or email you to ask for your account password
    • Ask for your bank details to process a refund
    • Ask you to download software onto your computer

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Managing your account

Login to your account here. You can access your account overview dashboard by logging in. If you have any problems accessing your account please contact our Online Shopping Team.

I can’t find an answer to my question

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I can’t find an answer to my question

Please send us your queries, feedback, ideas, complaints or suggestions using the methods below.

 

Online Shopping

Customer Services Team

Tel: 0121 586 7000
Monday – Friday, 9am – 5pm GMT,
Sat 9am-5pm. Closed Sun & Bank Holidays.
Contact the
Online Shopping Team

Poundland Stores

Customer Services Team

Tel: 0121 586 7000
Monday – Friday, 9am – 5pm GMT,
Closed Saturday, Sunday & Bank Holidays.
Contact the
Store Enquiry Team

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