Frequently asked questions
Finding Us
Where’s my nearest store?
You’re never far from a Poundland! Use our Store Finder to find your closest store.
What are your opening hours?
Opening times can vary from store to store, but most are open seven days a week. Just pop your postcode into our Store Finder and we’ll give you the exact times for your local branch.
Positive Feedback
Loved your visit?
We’d love to hear it! Send your comments to our Customer Services team here — we’ll share them with our colleagues.
Website
Why have you closed the website and Perks?
We’re all about giving you the very best value in-store, which means we’ve decided to focus on making our shops even better. That means more £1 ranges, more exciting new finds, and even more reasons to pop in for a browse!
We’re sad to say goodbye to online orders, but we can’t wait to see you in person.
Why can’t I place an order anymore?
Our website is now here to inspire you. You’ll still see our latest ranges, seasonal goodies, and plenty of ideas — you just won’t be able to purchase online.
Why can’t I add products to my basket?
Because our site is no longer transactional, baskets have retired too! But don’t worry – your nearest Poundland store is ready and waiting with amazing offers. You can find your closest one here.
Can I still access my online account?
Yes – until 29th October 2025. After that, your account will be closed.
Can I still get an invoice or VAT invoice for past orders?
Absolutely – just get in touch with our Customer Service team and we’ll sort it for you.
Can I return my online order?
You can return most products that you buy on our website to us within 28 days from the date of purchase. You cannot return online products to our stores.
Do in-store prices match online prices?
They should! We do our best to keep things up to date online, but if you spot something that doesn’t match, let us know here and we’ll look into it.
In-Store Help?
Who can I speak to about a product or service?
Any team member will be happy to help or direct you to the right person.
How can I give feedback?
We’d love to hear from you — good or bad. Share your thoughts via our Customer Service page or speak to a manager in store.
Is there someone I can contact after my visit?
Yes — our Customer Services team is just a click here to the request page.
Lost something in store?
Give the store a ring as soon as you can — we’ll check for you.
Payment?
What payment methods do you accept?
We accept cash, Visa Debit / Visa Electron, Mastercard, Solo / Maestro, Apple Pay, Google Pay.
Contactless works up to £100 with your card — and there’s no limit for Apple or Google Pay.
We don’t accept cheques, £50 notes, manufacturer discount coupons (we’re not a participating retailer right now.
I’ve been charged twice — what do I do?
If a transaction was cancelled or declined, your bank usually returns the money within 10 working days. If both payments were authorised, bring your printed bank statement and receipt to your local store.
Need more help? Our Customer Service team is here for you.
I’ve been overcharged — what do I do?
Always check your receipt before leaving. If you spot a mistake, keep your receipt and speak to the Store Manager next time you visit.
Returns & Exchanges
What’s your returns policy?
You can exchange or get a refund on unused items returned within 28 days of purchase. All we ask is that the item comes back to us in its original packaging, in a resalable condition and with a valid proof of purchase. Sadly, due to health and hygiene, unless faulty, there are a few exceptions and we’re sure you’ll understand.
Anything I can’t return?
We can’t offer an exchange or refund on liquids, food items, pierced jewellery items, face coverings, underwear or swimwear (if the hygiene label has been removed). Also, if any returned products were part of a multi-buy promotion, then all of them must be returned. There are a few other regulations we need to abide by – we’re unable to exchange or refund the following products and services purchased at our stores: domestic sim cards, domestic and international top up, gift cards and eGift.
Baskets: We recommend customers should always use baskets, if you require assistance please ask one of our colleagues, they’ll be happy to help.
Liquids: Containers or bottles containing liquid should be kept in an upright position at all times to avoid leakage or spillage. When lifting bottles or liquid containers, customers should check and secure the cap/top prior to placing the item in a basket. We are unable to accept any liability or damage caused by accidental spillage.
Store ATM’s: If you experience a discrepancy with the ATM please note that due to Bank of England rules Poundland cannot correct the discrepancy in store. Please refer to your own bank to raise any disputes.
Receipts: Please make sure you pick up your receipt and check your change before leaving the store. It’s not always possible to rectify mistakes afterwards.Thanks
Do I need a receipt?
Yes please — it makes things quick and easy.
Can I return items to a different store?
Usually, yes — bring your item and receipt to any Poundland and we’ll do our best to help
Stock & Products
Is this item available in another store?
We don’t have live stock across all stores, but you can call another branch and check — they’ll be happy to help.
Can I reserve an item?
Sorry, we can’t hold items — our best bits go quickly, so if you see it, grab it!
Where can I recycle batteries or electricals?
Check our Battery & WEEE information page for all the details.
Issues & Complaints
Not happy with the service?
Please speak to the Store Manager or contact our Customer Services team. We’ll do their best to sort things for you.
Had an accident in store?
We’re so sorry to hear that. Hopefully our team helped you at the time and logged the incident. Contact our Customer Services team — we’ll make sure steps are taken to prevent it happening again.
Feel you need more help with your complaint?
First, contact our Customer Services team, it’s the quickest way to get a response and we’ll do all we can to get this sorted.
Alternatively, within 8 weeks, you can contact RetailADR, an independent dispute resolution service.
RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
0203 540 8063 | enquiries@cdrl.org.uk | www.retailadr.org.uk
Or if you’ve shopped at our Dealz stores in the Republic of Ireland, use the EU Commission’s online form: European Commission, official website - European Commission