Frequently Asked Questions

Orders & Dispatch

Where is my order / how can I get an update?

Once your order has been dispatched, you will receive a dispatch confirmation. If tracking is available, use the tracking details provided to check the latest delivery status. If the expected delivery time has passed or you still need help, please contact us with your order number so we can check the status for you.

When will my order be dispatched, and why might it be delayed?

Orders placed before 1pm on a working day are normally dispatched the same working day. Orders placed after 1pm, at weekends or on UK bank holidays will be processed on the next working day. During exceptionally busy periods, there may be a short delay, but you will receive a dispatch confirmation once your order has left us.

I haven't received my order confirmation or dispatch email. What should I do?

Please check your junk or spam folder first and make sure you are checking the email address used when placing the order. Dispatch confirmation is sent once your order leaves us. If you still cannot find the relevant email, please contact us with your name, delivery postcode and any available order details so we can help locate your order.

Can I change or cancel my order?

Please contact us as soon as possible if you wish to cancel your order. Once an order has been confirmed or processed, changes or cancellation cannot be guaranteed, and once dispatched it cannot be amended. If the order has already been sent, you may need to return the item after delivery in accordance with our Returns Policy.

Can I change, add or remove an item, size or colour from my order?

Orders cannot normally be amended once confirmed. This includes changing a size or colour, adding or removing an item, or replacing one product with another. If you need an additional item, please place a separate order. If you ordered the wrong item or size, you can return an eligible item after delivery and place a new order, subject to availability.

I placed two orders - can they be combined?

If you place two separate orders and all shipping details are the same, the orders will automatically be combined for dispatch where possible. If you have paid an additional shipping charge as a result, please contact us, and we can refund any extra shipping paid.

Tracking & Delivery

Which courier is delivering my order?

We use Royal Mail, Yodel and Evri for UK deliveries. The courier used depends on factors such as the size and type of parcel and the delivery service required. Your dispatch information will show the courier and tracking details where available.

Can I get my tracking number?

If tracking is available for your order, the tracking details will be provided with your dispatch confirmation. Please use those details to follow the parcel's progress.

My order hasn't arrived yet. What should I do?

If your order has been dispatched but has not arrived, please check the tracking information first. Delivery times are estimates and are calculated from the dispatch date. If the expected delivery time has passed and you still cannot locate the parcel, please contact us with your order number so we can investigate.

My parcel is being returned to you - why?

A parcel may be returned to us if delivery attempts were unsuccessful, it was not collected from the courier, or there was an issue with the delivery address or other delivery details. Please contact us with your order number if your tracking shows the parcel is being returned so we can advise you on the next step.

What are your delivery times and charges?

Delivery times and charges depend on the delivery service and parcel. The available options and charges are shown during checkout before you complete your order. For full information, please see our Shipping Policy.

Do you ship internationally?

No. We currently deliver within the United Kingdom only, and orders must be placed with a valid UK delivery address.

Wrong, Missing or Faulty Items

I received the wrong item, something is missing, or my item is damaged or faulty. What should I do?

If you receive the wrong item, an item is missing from your order, or an item arrives damaged or faulty, please contact us as soon as possible with your order number and details of the issue. Where relevant, please include clear photos to help us investigate. We will advise you on the appropriate resolution, which may include a replacement or refund depending on the circumstances and stock availability. Your statutory rights are not affected.

Returns

How do I return an item?

The easiest way to return an eligible item is through our Returns Portal using your order number and email address or postcode. Eligible items can be returned within 60 days of receipt, provided they meet the conditions in our Returns Policy, including being unused, in resalable condition and with all tags intact where applicable.

Can you send me a return label?

Yes. The Returns Portal will guide you through the return process and provide the appropriate return label. Standard return postage is normally the customer's responsibility unless the item is faulty or not as described. Customers who opted in to Checkout+ when placing that specific order can use unlimited return labels for that order as part of the paid Checkout+ service.

Can I exchange an item?

If you would like a different item, size or colour, we recommend returning the original eligible item for a refund and placing a new order straight away. This helps avoid the replacement item selling out while your return is in transit.

Can I return an item if I received or ordered the wrong size?

Yes. Eligible items can be returned within 60 days of receipt if you ordered the wrong size, provided they meet the conditions of our Returns Policy. We recommend placing a new order for the correct size separately, subject to availability.

Have you received my returned parcel?

We will contact you once your returned parcel has been received and processed. If your return tracking shows it was delivered to us but you have not been contacted within 7 days of delivery, please contact us with your order number and return tracking details so we can check it for you.

I lost my proof of postage - can I still get a refund?

Please keep your proof of postage until your return has been completed. If a return sent without our Returns Portal label is not delivered to us, we cannot consider a non-delivery claim without a valid postage receipt. We recommend using a recorded or secure delivery method.

Refunds

Where is my refund?

Once your return has been received and processed, any refund due will be returned to the same payment method used for the original purchase. Please allow 3-5 working days for the refund to appear after it has been processed, depending on your payment provider.

My return tracking shows delivered, but my refund hasn't been processed.

Courier tracking showing a return as delivered does not always mean it has already been checked and processed by our Returns Department. If you have not been contacted within 7 days of the return being delivered to us, please contact us with your order number and return tracking details. Once a refund is processed, please allow 3-5 working days for it to appear, depending on your payment provider.

Can I get a refund to a different payment method?

Refunds are made to the same payment method used to purchase the product. We cannot normally send a refund to a different payment method.

Product, Size & Stock

Do you have this item in another size or colour?

Please check the product listing for the latest availability. Any sizes and colours currently available to order will be shown on the listing.

Can you confirm the measurements?

Most of our product listings include a size chart. If a size chart or the measurements you need are not shown, please contact our Customer Service team, and we will help provide accurate measurements for the item.

Discounts, VAT & Bulk Orders

Do you have any discount codes?

We do not have permanent discount codes running, but we do offer occasional promotions. Follow us on social media and sign up to our newsletter to make sure you do not miss our latest offers.

Can I place a bulk or wholesale order?

If you would like to place a bulk or wholesale order, please contact us directly with the items and quantities you are interested in, and we will try our best to help you. You can also browse our Wholesale collection.

Can I get a VAT invoice?

Yes. VAT invoices are available. Please contact us with your order details, and we will be able to provide one for you.

Complaints & Feedback

I'm unhappy with my order or service. How do I make a complaint?

Please email us at info@5poundstuff.com with your complaint or concern, including your order details where relevant. We will forward it to the relevant team for review.

Where can I leave a review?

Reviews can be left on our social media channels or on Trustpilot. We appreciate customers taking the time to share their experience