FAQs

What happens when I create an account?

Creating an account with us is quick and easy, and will allow you to simply access your details when you return to the site. You can add multiple delivery addresses, track your order(s), make easy returns and much more.

10% Discount on first order is not applying itself?

This discount is valid only on full priced items and not the items on sale. 10% discount will be applied itself during checkout at payment stage when the basket contains full priced item(s).

     How long does it take to process my order? 

Orders placed on working days (Monday to Friday) before 3 pm UK time will be dispatched the same day. Orders placed after 3 pm or on weekends will be dispatched the following 'working day'. Please note the we aim to dispatch orders on the same working day but this duration can be delayed during peak times or holidays.  

All The delivery services we use include**tracking and delivery confirmation on delivery (we cannot send to P.O. Boxes or unmanned addresses) **If an item or order is a small or of low value then we can use Royal Mail 48 service without tracking.  

Can I cancel my order once paid for?

Once the payment is received, you will receive a confirmation email with the order number and details of the item(s) you have purchased. This email will include a cancellation form in it as well.

If you would like to cancel your order, please fill the form and email it to us at info@freshpopuk.com within 2 hours of making your payment. If the order hasn’t been shipped, we shall issue a full refund along with any postage paid, please allow up to 21 working days for the refund to reach the payment method you used. However, if it has already been dispatched, we can only issue you refund of the item value if it’s not suitable and once received back. 

     Can I collect my order in-store?

Yes, we do provide Free Click and Collect service. Once the order is ready to collect, you will be informed via an email to come and collect your order.

For security reasons, purchases will only be released to the person who placed the order. Please bring a copy of your order email with you along with the payment card used to pay for your purchase and a further form of identification such as valid passport, ID card, driving license, utility bill or a bank statement issued within last six months.

How do I track my order?

Tracking your order is easy. If you have created an account with us at payment stage, simply log in to your account, select the order in ‘Order History’ section, then proceed to copy and paste the tracking reference on the following link:

https://www3.royalmail.com/track-your-item#/

 If you have not registered an account with us at payment stage, you can track the order with the tracking reference provided in the order dispatch email.

How long will it take for my order to arrive?

It depends on the delivery option you have chosen at checkout.

Royal Mail Tracked 48: Estimated Delivery 2 to 3 working days from dispatch. (Same Day Dispatch if ordered before 3 pm Monday to Friday)

Royal Mail Tracked 24: Estimated Delivery 1 to 2 working days from dispatch. (Same Day Dispatch if ordered before 3 pm Monday to Friday) 

Royal Mail Special Delivery Guaranteed by 1pm: Next day delivery (Same day dispatch if ordered before 3pm Monday to Saturday)

Why is an Item missing in my order?

If there is an item missing from your order, it may mean this item was out of stock. In this case, we will have emailed or phoned confirming this and your refund for this item will be processed. 

You've Sent Me Wrong Item(s)!

If you have been sent the wrong item please contact us at info@freshpopuk.com, Once investigated we will send you a free returns label. If the item is out of stock for any reason, we will contact you to arrange an alternative or a refund.

I have received a faulty Item(s)!

If the item received has arrived faulty or with a defect please contact us at info@freshpopuk.com within 14 days of receiving your order stating your order no. and clear colour pictures of the fault/defect, a pre-paid returns label will be issued and exchange of the item shall be sent out once the faulty/defected item has been received.

If you have clearly stated you would like an exchange, all efforts will be made to send out a replacement if the item is in stock otherwise a credit note will be raised or a refund if preferred. Please note we can only accept requests to exchange items in the same style to a different colour or size.

Please allow up to 21 working days after we have received your return item(s) for refunds to return to the method of payment you used while making your purchase.

In some cases, we send the item back to the manufacturer for repair. Please note, all the above options are not valid if the item has been worn/washed. 

What if my full price purchased item goes on sale?

If in an unfortunate circumstance your purchased item falls in to our sale or any promotional** offer within 5 working days of your purchase date we will refund the difference to your original payment method. We reserve the right to reduce the prices on any of our products without any prior notice.

**Please note, this policy is not valid for our major seasonal sales held on the website or in-store during the Summer/ Winter Sales (Black Friday, Cyber Monday Promotions/Offers, Boxing Day or Summer Sale).

 
 

 

 

 

 



 

 

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