Frequently Asked Questions
- I have a question about Poundland Stores
- Allergen & Nutrition Information
- Recycle used Portable Batteries or Waste Electrical Products
- I can’t find an answer to my question
- Poundland Stores
- Tell me more about Poundland products
- What if I’m not happy?
- What are your return / refund policies?
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?
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, all purchases should be made in-store.
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.
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
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”.
In the unlikely event that our customer service team are unable to resolve your complaint that you made within eight weeks, you can take your complaint to RetailADR. This is an independent organisation specialising in providing an Alternative Dispute Resolution service for consumers and retailers. You will need to refer your complaint to RetailADR within 12 months after our final response. As a member of the organisation, we are bound by their code of practice and they can be contacted as follows:
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
T: 0203 540 8063
Alternatively, you may use the European Commission’s electronic form: http://ec.europa.eu/odr.”
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
Q. What is Poundland’s return policy?
A. We offer an exchange or refund on unused items returned within 28 days of purchase. The item must be returned in its original packaging, in a resalable condition and with a valid proof of purchase. We regret that due to health and hygiene reasons, unless the item is faulty, we cannot offer an exchange or refund on liquids, food items, pierced jewellery items, underwear or swimwear (if the hygiene label has been removed).
Pep&Co Stores – In addition to the above, we also offer a 101 Day Guarantee on all items of our Pep&Co School Wear range. This means that if you’re not entirely satisfied with any purchase from this range, you can return it within 101 days of purchase in order to receive an exchange or full refund.
This policy is offered in addition to your statutory rights.
Q. Can I return an unopened product after the 28 day return period has expired?
A. No, we offer and exchange or refund within 28 days of purchase only.
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.
To recycle waste electrical products or used Portable Batteries please see our Battery & WEEE information page.
Please send us your queries, feedback, ideas, complaints or suggestions using the methods below.
Customer Services Team
Tel: 0333 2341877
Alternatively, contact us online