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DELIVERY

 

thepokeyhat.com offers a variety of delivery options to suit our customers. All orders will be dispatched via Royal Mail and a signature will be required upon delivery in all instances.

Options available are as follows:

UK

- Standard Delivery: Royal Mail First Class Recorded - £4.00 (2-5 working days)
- Next Day Delivery: Is not available at the checkout, however, if you would like your order posted quickly please email us at customercare@thepokeyhat.com 

 Europe
Standard: Royal Mail International Signed For - £8.00 3-7 working days


USA and the Rest of the World
Standard: Royal Mail International Signed For £13.00 5-10 working days

 NOTE:

Orders placed before 2pm Monday-Friday or before 11am on a Saturday will be dispatched on the same day in accordance with the delivery option selected at the checkout. Orders placed after 2pm Monday- Friday or 11am Saturday will be posted the next available working day.

 No orders placed on a Sunday will be dispatched same day; all orders placed on a Sunday will be dispatched next available working day


thepokeyhat.com will provide d
elivery times as an indication but cannot guarantee them as occasionally couriers maybe be subject to delays out with thepokeyhat.com’s control. Examples of circumstances under which delivery might be affected are bad weather conditions and strike action; thepokeyhat.com cannot be held responsible for such instances.  If you have not received your order within the agreed timescale, please email orders@thepokeyhat.com with your order number and details.

RETURNS AND EXHANGES

In the unlikely event that you are not entirely satisfied with your purchase or the items are not to your taste, you can simply return them to us within 21 days of dispatch in their original, saleable condition with the attached returns note stating the reason for return.

Unless an item is faulty, The Pokey Hat accepts no responsibility for postage costs incurred when returning an item.

In addition to the Distance Selling Regulations, you can return any item within 21 days of receipt for a refund of that item or to exchange it for a different size or colour. For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them.
Once the returned goods have arrived with us in their original condition with the thepokeyhat.com tag intact, and complete with all their original packaging, we will refund the original credit or debit card used for the purchase. We try to process all refunds quickly, but please allow up to 10 working days. The time taken for the refund to be credited to your account will depend on your bank or credit card issuer. Only in the case that the entire order is faulty will we issue a full refund, including delivery costs, to customers under the UK Distance Selling Regulations. Under normal circumstances we will usually refund you what you paid for the goods but not the delivery charge.


In your order we will enclose a returns form. You will have to fill in this form and return it with your purchase in order to exchange it or receive a refund. If you have lost or did not receive a returns form email returns@thepokeyhat.com

 You will need to ensure the items are properly protected when you return them to us, as thepokeyhat.com will not be held responsible for items that are damaged in transit whilst being returned. When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed.

You should ALWAYS obtain proof of postage, send parcels by Recorded Delivery and keep your tracking number. If in the event your item does not reach us but you have retained proof of postage with tracking number we will co-operate with enquiries to find your parcel and will issue a refund once the parcel has been located even if this falls out with the returns period under the circumstances where the return was made on time. We will not issue a refund or exchange for items which do not reach us and are without proof of postage or are damaged when they reach us. If the returned item does not reach us, although we will assist with enquiries, it is the customers responsibility to file a missing item complaint with Royal Mail.

 NOTE:

If you have received a faulty item, or the item is not what you originally ordered, please email returns@thepokeyhat.com quoting your invoice number from the documents you received, your name and address, product details and the reason for return. Please also advise whether you require a refund or a replacement. We will then respond via email on how to proceed with your return.

 Customers are legally obliged to take reasonable care of the items they order whilst they are in their possession. If you have purchased items from The Pokey Hat, the following applies:

- you can open the packaging to look at and try on the products you have ordered.
- you must not try on products wearing strong perfume/deodorant or makeup/creams which may leave a scent or marks on the products.
- you must protect the products from smells such as smoke or cooking.
- you must not wear shoes outside and no scuffing should appear on the sole.
- you must not remove the "Do Not Remove" tag from any item.
- you must return all unwanted products in the original packaging.

If you fail to take reasonable care of unwanted items before returning them to us, we will not accept your return and you will not be eligible for a refund.
 

We would advise that if your returned item(s) has a value of £150 or more, please request a 'signed for' service at the Post Office and ensure your item is covered by suitable insurance.
You will need to allow up to 7 working days for your returned item to reach us, so please ensure you allow enough time for your item to reach us within the 21 day returns period.

 Please note any additional charges for signed for deliveries will not be reimbursed by thepokeyhat.com unless by prior agreement with the Customer.

For hygiene reasons, thepokeyhat.com will not accept returns for swimwear, lingerie or pierced earrings unless the item is faulty or is significantly not as described. 

Returns Guide – UK 
1. Complete the returns form that was enclosed with your package and include this with your return.
2. Careful repackage your item and address to The Pokey Hat, 31 Springbank Road, Paisley, Renfrewshire, PA3 2PA. Dispatch your item with your parcel with your choice of courier, e.g. Royal Mail
3. We strongly recommend you send your items back via Recorded Post and obtain proof of postage (a postage receipt with tracking number) from the post office. This is free.
4. Once we have received and verified your returned item(s), we will process the refund. You will be notified by email that your item(s) have been received safely and that a refund will be processed.
5. Please allow up to 14 working days for monies being refunded to show up on your credit card statement.

NON-UK RETURNS
Customers outside the UK will need to make their own returns arrangements through a postal carrier of their choice.

The buyer is responsible for the cost of returning any items. thepokeyhat.com is not responsible for any returns lost or damaged in the post, so non-UK buyers are advised to return goods using a reliable postal service or courier that will give you a tracking number and insure you for the value of the goods you are returning.

Please note that the goods can take several working days to arrive with us, so please ensure you allow enough time for any return to ensure your goods arrive within the 21 day returns period.

How to Return – Non-UK Customers
1. Complete the returns form that was enclosed with your package and include this with your return.
2. Send the unwanted item(s) in all the original packaging back to thepokeyhat.com using the address label sent with your purchase. We advise that items are returned by registered post and that proof of posting with tracking number is obtained, as thepokeyhat.com is unable to accept any responsibility for items that fail to reach us.
3. Once we have received and verified your returned item(s), we will process the refund. You will be notified by email that your item(s) have been received safely and that a refund will be processed.
4. Please allow up to 14 working days for monies being refunded to show up on your credit card statement.

Exchanges
Please follow the returns process for all exchanges, filling in the returns slip included in your package accordingly. In the event that you are exchanging an item for one at a lesser cost we will issue you a refund of the difference. If you would like to exchange an item for one which is more expensive please state your preferred payment method on your returns form.

IMPORTANT INFORMATION
thepokeyhat.com will NOT accept returns for items returned outside of the 21 day return period, or items that have been worn, marked (with stains or smell) or where the thepokeyhat.com tag has been removed (unless the item is faulty). The item must be returned to us in its original packaging with the completed returns documentation enclosed.

All goods will be inspected on return. Please note that items returned worn, odoured, stained, with perfume or deodorant stains and/or odour, washed, or handled inappropriately, or returned outside of the 21 day returns period will not be accepted and will be returned to the customer at the customer's expense.

thepokeyhat.com ensures all items are checked thoroughly for any defects before dispatch, but we also advise that customers check goods on receipt and before removing the thepokeyhat.com tag. Once this tag is removed, we will not accept any returns unless the item is faulty. 

Refunds can only be made to the original card of purchase. If your card has expired, you will be asked to provide the new start and expiry date of your new card.

In some cases, where Royal Mail has been unable to secure a signature on delivery, the order will be taken to a Royal Mail postal office. If the customer does not collect the order, or arrange a redelivery with Royal Mail, the order will usually be returned to thepokeyhat.com. thepokeyhat.com will resend the order to the customer, at the customer’s expense. However, the 21 day returns policy will apply to the date that initial delivery was made, not the date of redelivery.


Distance Selling Regulations
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days following receipt to cancel their purchase (unless the items have been worn, marked, damaged or the tags removed etc). Order cancellations must be made in writing to thepokeyhat.com, quoting your full name, order number and your intention to cancel under the Distance Selling Regulations.

In this case, thepokeyhat.com will provide a full refund but customers must return the entire order back to us at your own cost if you have already received them, within 7 days. For orders returned under the Distance Selling Regulations, the free post returns label provided by thepokeyhat.com cannot be used. If it is used, thepokeyhat.com may deduct the cost of this postage off the total refund. In all cases, the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we reserve the right to arrange collection from you at your cost or to charge you for the items not received.

Please note that your right to cancel your order does NOT apply to pierced earrings or swimwear and underwear.

Order Cancellations
Unfortunately we can’t stop an order from being delivered if it has already been dispatched. If you change your mind about your order after the point of delivery, you can return the unwanted items in accordance with this returns policy but you may not use the free returns sticker provided on your returns form.