Pockets Frequently Asked Question

What Are Pockets’ Delivery Options?
Pockets offers a number of delivery options designed to give customers flexibility and convenience, whether you prefer standard home delivery or collecting your order in-store. Below is a detailed overview of the delivery services currently available.

UK Delivery Information
Pockets provides Standard DHL Delivery, which takes approximately 3–5 working days and costs £9.99. Once your order leaves their warehouse, you’ll receive an email containing a DHL tracking number, allowing you to monitor your parcel as it makes its way to you.
Their delivery partner, DHL, offers additional delivery control features to ensure a smooth experience. By entering your mobile number at checkout, you will receive an SMS notification once your order has been dispatched. From there, you can follow the link provided in the message to choose from several convenient delivery options, including:

• Rescheduling delivery for a nominated day
  
• Placing your parcel on hold if you will be away
  
• Collecting your order from a DHL Service Point at a time that suits you
  

In-Store Collection
You also have the option to collect orders directly from their local Pockets store. This service may take up to 5 working days, depending on store location and stock movement. You will receive a notification from the store once your parcel has arrived and is ready to be collected.
At checkout, you will need to pay for delivery; however, if you leave a note specifying the store where you'd like to collect your order, Pockets will issue a full refund of the postage cost after processing your request.

EU and Worldwide Delivery
At the moment, Pockets is unable to process EU or worldwide delivery orders directly through their website. However, international customers may still place an order by contacting the Pockets team directly. They will assist in arranging delivery outside the UK when possible.

Can I Get a Discount If I Sign Up for the Pockets Newsletter?
When you join the Pockets Family by signing up for email or SMS updates, you can enjoy 10% off your first order. This sign-up discount is a great way to save instantly on premium products.
By subscribing, you’ll also be the first to hear about:

• New arrivals
  
• Exclusive promotions
  
• Seasonal offers
  
• Limited-edition releases
  
• Restocked items
  

If you’re a regular Pockets shopper or plan to be, signing up ensures you never miss out on the best deals or important updates.

Is There an Outlet at Pockets?
Absolutely. Pockets offers an Outlet and Last Chance section where customers can shop final pieces from select collections at exceptional prices. These items are often from previous seasons, end-of-line stock, or limited-quantity releases.
You can save up to 50% off Outlet and Last Chance items, making it a perfect opportunity to purchase high-quality designer pieces at significantly reduced prices. These items tend to sell quickly, so shoppers are encouraged to act fast—once they’re gone, they’re gone for good.

What Are the Returns & Exchange Policies at Pockets?
Pockets aims to ensure every customer is delighted with their purchase. As a retailer that stocks only high-quality, authentic brands, each item is carefully inspected before being dispatched. However, if for any reason you need to return an item, the process is simple.

Return Requirements

• Items must be returned within 14 days of receiving your order.
  
• Products must be unworn, unaltered, and returned in the same condition as when dispatched.
  
• All original packaging, labels, and tags must be intact.
  
• Any item that does not meet these standards cannot be accepted.
  

Refund Information
All properly returned items will be refunded to the account used to make the original purchase. Please note that shipping charges are non-refundable.

Processing Time
Pockets aims to process returns within 3–5 working days after receiving the item. During sale periods or holidays, processing may take slightly longer due to high return volumes. Once your return is logged, you will receive a text message confirmation to begin the process.

Exchanges
Due to their multi-store fulfilment structure, Pockets is unable to offer direct exchanges. Instead, you will receive a refund for your returned item, and you are encouraged to place a new order separately to secure the size or style you prefer.

UK Returns with DHL eReturn
For UK customers, the easiest way to return an order is via the DHL eReturns service. A return label is included in your original parcel, and this service is free of charge for customers within the UK.

Can I Pay for My Orders Using Klarna at Pockets?
Pockets allows you to use Klarna Pay Later in 3, giving you the option to split your purchase into three equal instalments. This allows you to receive the items you love right away and pay over time without interest or fees.
Here’s how it works:

• Payment 1: Taken at checkout upon order confirmation
  
• Payment 2: Automatically taken 30 days later
  
• Payment 3: Automatically taken 60 days later
  

No credit check is required, making this a simple and secure payment method for those who prefer flexibility in their spending.

Can I Order Pockets Products Over the Phone?
Yes. Pockets offers the option to place your order by phone. Simply contact their web team, and they will be happy to assist you and process your purchase directly.

Can I Track My Items from Pockets?
Once your order has been dispatched, you will receive an email containing an air waybill number, which allows you to track your parcel through DHL’s system.
By entering your mobile number at checkout, you’ll also receive SMS updates with options to:

• Change your delivery date
  
• Hold your delivery
  
• Redirect your parcel to a DHL pickup point
  

This ensures you’re always in control of your shipment.

Is It Safe to Order Online from Pockets?
Pockets uses industry-standard SSL encryption to protect all customer information. Sensitive data such as your name, address, and payment details are securely encoded and can only be read by the secure server handling your order.
They also perform robust security checks on all transactions to confirm the authenticity of every payment, ensuring a safe and reliable shopping experience.