We have collected the answers to our most common questions here, simply click on your question in the list below to see the answer
IS ORDERING FROM YOU ON THE INTERNET SAFE AND SECURE?
Generally it is just as safe to order online from a reputable store like Popgear.com as it to pay using your credit or debit card in a shop.
DO YOU SHIP TO MY COUNTRY?
We ship through Europe and a number of other territories. If you can select your country when checking out we ship to your country.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Most orders are dispatched within one to three working days. Occasionally, when there is a temporary problem with one of the items you’ve ordered, your order may be delayed. Once your order has been dispatched it takes two or three days to be delivered to UK addresses, about a week to be delivered to European addresses and two or three weeks for all other countries. UK customers who need their goods extra quick can use our Next Working Day service.
CAN I ORDER ITEMS WHICH ARE ‘OUT OF STOCK’
Sadly you can't buy stuff that is out of stock.
WHAT DO I DO IF THE GOODS I ORDERED HAVEN'T ARRIVED?
The first thing you should do if the goods haven’t arrived, even though we’ve emailed you to tell you they’ve been sent, is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn’t been able to help you, you can e-mail our customer service team who will then investigate for you (firstname.lastname@example.org).
WHAT SHOULD I DO IF I HAVE PROBLEMS PLACING MY ORDER?
If you have a problem at any point before entering your credit or debit cards details it is safe to simply resubmit your order. Your first order will be automatically deleted in due course. If you have already entered your credit card or debit card details we recommend that you email us at email@example.com and we will investigate.
CAN I CHANGE MY ORDER AFTER IT HAS BEEN SUBMITTED?
If you need to change your order we suggest you either send us an e-mail at firstname.lastname@example.org and they'll do their best to sort you out.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN SUBMITTED?
If you wish to cancel an order you’ve placed please send a message to our customer service team who will arrange to cancel to the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.
WHAT DO I DO IF I'VE PLACED A DUPLICATE ORDER?
If you order twice by mistake please send a message to our customer services team and tell them the reference number of the item you want cancelled. They will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.
WHY DIDN’T I RECEIVE AN EMAIL CONFIRMING MY ORDER?
If you use Hotmail, MSN or AOL there is an ongoing fault with their mail relays that can cause our messages to end up in your 'Junk' folder. If you do use one of these mail accounts you should add us as a friend and then our messages will arrive normally. The other reason is that you accidentally entered your email address wrongly when you registered with us. Speak to one of our customer service team if you'd like us to send the email to you again.
HOW CAN I TELL IF AN ITEM IS IN STOCK?
If a product has a ‘Buy’ button is should be in stock and available for dispatch, though sometimes we may discover later that the item is in fact out of stock. If this happens we will either email you to tell you or supply the remainder of the order and refund you the value of the out-of-stock item and the related shipping costs.
WHEN ARE PRE-ORDERS AND ITEMS ORDERED WITH PRE-ORDERS SHIPPED?
Pre-ordered items, which are clearly identifiable by either a special 'I accept this is a pre-order' tick-box and/or a flash on the product image, are shipped on the date shown in the product description (which may be up to two months in the future). If you order regular items in the same order as pre-order items your complete order will be shipped on the pre-order date. If you don't want this to happen you should place two separate orders.
WHAT IF I CAN’T FIND WHAT I’M LOOKING FOR ON YOUR WEBSITE?
If you can't find what you're looking for on the site we, sadly, don't have it. We do add products all the time so it might be worth checking again in a few weeks.
DO YOU HAVE A CATALOGUE?
Because we stock so much (and because new products arrive every day) it isn’t practical to produce a full scale paper catalogue.
DO YOU OFFER WHOLESALE PRICES TO SHOPS AND OTHER BUSINESSES?
Popgear.com is a retail website and we do not offer wholesale prices to shops. If you want to sell the products we feature in your shop please contact Heroes Inc. on email@example.com
HOW ACCURATE ARE THE PRODUCT IMAGES ON THE SITE?
We work very hard to make sure that the images on the site reflect the actual products we sell. If for any reason you find an image which doesn’t please let us know by emailing us.
HOW ACCURATE ARE THE SIZES LISTED ON THE SITE?
We do our best to make sure that the sizes we show are right and unlike many other sites give a chest measurement on our t-shirts rather than just a small, medium or large size guide.
HOW DO I GET YOU TO STOP EMAILING ME YOUR NEWSLETTER?
All you have to do is to click on the link at the bottom of one of the newsletters you receive from us and our system will remove you from all future emails.
DO YOU SHARE MY PERSONAL INFORMATION?
Your personal information isn’t supplied to third parties except when it is required by law. Unless you have told us otherwise, we do not allow third parties access to our customer list and certainly would never consider selling your details to anyone else.
HOW CAN I ORDER FROM YOU WITHOUT USING MY CREDIT CARD ON-LINE?
If you don't want to use your credit or debit card you can use Paypal.
HOW CAN I PAY FOR MY ORDER?
We accept payment by all major credit/debit cards and Paypal.
DO YOU ACCEPT CASH?
Sending cash through the postal system is a very bad idea and we don’t recommend you do so.
CAN I PAY YOU IN EUROS OR DOLLARS?
All transactions on Popgear.com take place in Pounds Sterling. Of course you can use a credit or debit card in any currency to pay online as your card provider will simply exchange the cost into your card's currency.
WHICH CREDIT CARDS DO YOU ACCEPT?
We accept all credit cards issued by Mastercard, Visa and JCB. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
WHICH DEBIT CARDS DO YOU ACCEPT?
We accept Visa Debit, Visa Delta, Visa Electron, Solo and Maestro. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
DO YOU ACCEPT WESTERN UNION OR WIRE TRANSFERS?
Sadly we do not accept wire transfers or payments by Western Union transfer.
HOW DO I USE A DISCOUNT CODE?
To use a discount code enter it into the ‘Discount Code’ area in the shopping cart. The value of the coupon will automatically be deduced from the order total. It is very important to correctly enter the code as we can’t give you the discount once you’ve completed your order.
WHEN AM I CHARGED FOR MY ORDER?
All credit card, debit card and Paypal transactions are debited during the shopping cart process.
WHAT ARE YOUR SHIPPING RATES?
Customers can find full details of our Shipping Services on the Shipping Information Page.
HOW WILL I KNOW WHEN MY ORDER SHIPS?
Once your order has been dispatched from our warehouse an automated email is sent to your email address letting you know.
CAN I RETURN MY ORDER?
Popgear.com offers a money back guarantee on all its products. Please see our Refunds and Returns Page for details.
I’M NOT AT HOME DURING THE DAY. HOW CAN I GET MY GOODS?
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in a card will usually be left giving instructions on how to arrange re-delivery.
WHAT SHOULD I DO IF MY GOODS WERE DAMAGED IN TRANSIT?
We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you believe your goods have arrived damaged please contact our customer services team and they'll help sort you out.
WHAT SHOULD I DO IF SOME OF MY ORDER IS MISSING?
There can be a couple of reasons why you may receive your order with some items missing. The usual reason is that one of the items you ordered was unavailable and so we have refunded you for that item. If this has happened a sticker will be on the enclosed delivery note detailing the refund. It is possible that we have made an error while picking your order. If you discover that your goods are missing please contact our customer services team and explain the situation.
WHAT SHOULD I DO IF YOU'VE SENT ME THE WRONG GOODS?
If you find that we've sent you the wrong goods you should fill out the returns form and return the form and goods to us so that we can exchange it for the correct item for you. If you've lost your original delivery note you can print off a downloadable returns form. Please be aware, however, that we are unable to refund items that have clearly been worn, laundered or have been subjected to abnormal usage.
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