FAQ

Website

Q. Where can I find more product information?

All the product information we have will be displayed on the product pages. Simply click on the image or title of the product you wish to find out more about and then see the “Specification” and “Description” sections for more information.

Q. Do I need an account to order?

No, we offer a guest checkout so you don’t have to create an account if you don’t want to. You can create an account by clicking HERE or log into your account, if you already have one, by clicking HERE

Q. How do I contact you?

You can find our full contact details by clicking HERE 

Ordering

Q. Can I place an order over the phone?

Currently we do not offer the option to place an order over the phone, however if you need help during the order process our customer services team are on hand to assist you, simply call us on 0116 218 2188.

Q. How can I pay for my order?

You can pay for your order via PayPal or we accept payments from most major credit/debit cards (Visa, Mastercard, Maestro, American Express, etc).

Q. Is my payment secure?

All card payments will be subject to security checks such as Verified by Visa™ and Mastercard Securecode™, as well as our own checks.

Q. Is the item I ordered in stock?

Any products where we don’t have stock shouldn’t show on the website, however there maybe occasions where an item that is out of stock slips through. If this happens, you will be notified and provided with a full refund for that item.

Q. How do I know if my order has been placed?

You’ll receive an e-mail within a few minutes after confirming your order to let you know that we’ve received it.

Q. I want to reorder an item that I bought previously, but I can’t find it. Why?

Hopefully we’ve sold out because the product is overwhelmingly popular and we’ll be getting more in stock shortly! However sometimes, products are discontinued by suppliers and we simply can’t get a hold of any more.

Delivery

Q. How long will it take for my order to be dispatched?

The number of working days it will take us to receive your item, pack it and send it out to you is displayed below the “Buy Now” button.

Q. Once it’s been sent, how long will it take to be delivered?

Our standard UK delivery takes up 5 working days to be delivered, although this is an estimate, and orders may be delivered before or after this time. We try our best to ensure all orders are delivered within this timeframe, but there may be issues outside of our control which result in your order arriving late.

Q. How much is delivery?

Standard UK delivery is £2.50.

Q. Who will deliver my item?

We choose the best carrier for your order, and you’ll be advised of who that company is when your order is dispatched.

Q. Why doesn’t my tracking number work?

When we dispatch your item there may be a small delay in updates beginning to appear, therefore please allow 12-24 hours for updates to be provided.

Q. Only part of my order has arrived.

Occasionally we may separate orders, due to weight, size or if there is a significant delay in receiving part of your order. We’ll do our best to keep you updated in any instance this happens. You will NOT be charged any additional costs for separate deliveries.

Q. Do you deliver outside of the UK?

Currently we do not provide international deliveries. We only deliver within the United Kingdom (including Northern Ireland and Channel Islands)

Returns/Refunds

Q. Can I return my order?

Goods can be returned within 90 days from the date of delivery. We request the goods must be in the same condition they were delivered or in a saleable condition. The item should not have been damaged, washed or altered.

Q. How do I return an item I ordered?

You can post your item directly back to us, just be sure to include  a note which includes your order number, what you’re returning, why and whether you’d like a refund or an exchange.

Send items to:

Returns Department

Popgear

50 Oswin Road

Leicester

LE3 1HR

Q. Do I have to pay to return my order?

In short, yes. You can choose the method of return which suits you.

**Returns will only be provided free, or returns postage costs refunded in the event that we have made an error.

Q. How long until my refund/exchange is processed?

We’ll process your refund/exchange once our returns team have received it. We aim to process all refunds/exchanges within 14 working days.

Q. Will my original delivery charges be refunded if I return my order?

Yes, for orders returned to us where a refund is requested, we will refund the item costs and also the original delivery charges. However you will be responsible for return postage costs.