Tell us what happened
A sentence is enough. We don't ask for photographs of damaged cans before we help, and there's no form to fill in first.
Contact
Talk to us.
One inbox. A human reads everything. Order questions, product questions, or something about the site itself — this is the way in.
- yo@pouchup.co
- Replies
- Weekdays, in order received
- Orders
- Include your order number
- Age
- 18+ only, always
If something goes wrong
How we handle it.
Most shops make you prove a problem before they fix it. We don’t.
01 02 We replace or refund
Missing, damaged or the wrong item — we send the right one out or refund it, whichever you'd prefer. You choose, not us.
03 You don't pay to fix our mistake
If we got your order wrong, the return is on us. If a courier lost it, that's ours to chase and ours to fix, not yours.
Good to know
Frequently asked.
Where is my order?
When your order is dispatched you get an email with a tracking link — that link is the fastest answer, and it is worth checking your spam folder for it. Orders placed before 5pm UK time on a working day are dispatched the same day. Delivery typically takes 1–3 working days. If the window has passed and the tracking has stalled, write to us with your order number.
Can I change or cancel my order?
Write to us straight away with your order number — if it has not been dispatched yet, we can usually change or cancel it. Once it has shipped we cannot call it back, and the returns route applies instead.
How do returns work?
Contact us first with your order number and what went wrong, and we will tell you exactly what to send back and where. The Returns policy has the full detail, including what can and cannot be returned.
My payment failed — was I charged?
A failed or abandoned payment is not captured: the charge is only taken when the payment provider confirms it, in pounds sterling. If your bank shows a pending amount after a failed attempt, it is a reservation that releases automatically. If anything still looks wrong, send us the time of the attempt and — if one was created — the order number.
Why won’t my discount code apply?
One code per order, and codes apply to individual products — not to bundles, which are already discounted. Some codes are one use per customer. The checkout says exactly why a code was refused next to the code box.
Which countries do you ship to, and who can order?
We currently ship to the United Kingdom. You must be 18+ only to order — age is confirmed at checkout and ID may be requested on delivery. If your question is not here, email yo@pouchup.co or use the form above.