Shipping Policy

This policy explains how and when we dispatch orders, who delivers them, and what delivery costs. It forms part of our Terms of Service.

1. Where we ship from

Every order is picked, packed and dispatched from our own UK unit. If the site says an item is in stock, it is on the shelf — not ordered in from a third party.

2. Dispatch times

Orders placed before 5pm on a working day are dispatched the same working day. Orders placed after 5pm, or at weekends and on bank holidays, are dispatched on the next working day.

3. Courier and delivery estimates

We send orders tracked with Royal Mail. UK delivery typically takes 1–3 working days from dispatch — that is Royal Mail’s standard delivery aim, not a guarantee from us. Delivery estimates can be affected by the courier’s network, weather or peak periods.

4. Delivery cost — United Kingdom

UK delivery is £3.99 for orders under £40.00 and free for orders of £40.00 or more. The delivery charge is shown at checkout before you pay. The rate is the same UK-wide — no exclusions and no regional surcharges.

5. Tracking

Orders are sent tracked. Once your order is dispatched we will email you the tracking number and a tracking link so you can follow it to your door.

6. Age check on delivery

Because our products are age-restricted, ID may be requested on delivery to confirm the recipient is of legal purchase age. Every delivery is to a UK address, so that age is 18. Please have valid ID ready. See our Age Policy. Orders that cannot be handed to someone of legal purchase age may be returned to us.

7. Where we deliver

We deliver to addresses in the United Kingdom only. That is the only destination you can select at checkout, and an order to any other country is refused before any payment is taken.

You are welcome to order from outside the UK, and to pay with a card issued outside the UK, as long as the delivery address is in the United Kingdom.

8. Failed or delayed delivery

If a parcel is delayed beyond the estimate, or is returned to us as undelivered (for example an incorrect address, no answer, or a failed age check), please contact us and we will help resolve it — this may mean re-delivery or a refund in line with our Return & Refund Policy. Please check your delivery address carefully before you order, as we cannot reroute a parcel once it is with the courier.

Questions about this policy? Email yo@pouchup.co.