Frequently Asked Questions

Contact

Our customer support team would love to answer any question you might have. Simply use the contact form or send an e-mail to support@podur.co.uk to get in touch with us.

Return & Exchange

To request a return, simply follow the instructions here.
Note that items purchased on sale are not eligible for a refund. 

We'd love to exchange your purchase with a different size or even a different product. You are eligible for an exchange within 14 days of receiving your item. To request an exchange, simply follow the instructions here.

Shipping

International customers:

To ensure that our customers can stay updated on where their parcel is, all our shipping options allow you to track your parcel. You may choose between standard or express shipping depending on how quickly you would like to receive your order. The delivery time will be indicated during checkout.

UK customers:

UK customers can choose between Royal Mail Tracked (delivery within 48 hours once dispatched) and Royal Mail Express (delivery within 24 hours once dispatched). Both services provide tracking at 4 steps, as well as SMS notification.

We offer our customers reasonable shipping charges. Depending on the country to which your order is being shipped to, you may choose standard or express delivery. 

We use DHL for express shipping and a number of different couriers for standard shipping based on availability and delivery time.

UK orders are delivered by Royal Mail.

Orders are typically dispatched within 24-48 hours. Note that our couriers do not operate on weekends and bank holidays.

Packages sent on express shipping have a delivery time of 1-2 working days for European countries and 2-4 working days for all other destination.

Packages sent on standard shipping have a delivery time 2-3 working days for UK, 4-7 working days for European countries and 9-14 working days for all other destination.

Once your order is packed and delivered for pick up, you will receive an e-mail from us with your tracking number. To see the status of your order click on the tracking number.

If you didn't receive a tracking number, kindly contact our customer service team.

Ordering

If your purchase isn't completely satisfactory, we're happy to accept your return within 14 days of receiving your item.

Requirement for a return/exchange:

  • Item cannot be purchased on sale 
  • Item must be in the same condition it was received in.
  • Item must be unwashed, unworn and have no traces of perfume or deodorant.
  • Item must be in the original packaging.
  • Item must be shipped within 3 working days of refund/exchange approval.
  • Item purchased on sale can only be exchanged. 

Shipping costs:

  • Customer is responsible for covering return shipment costs. 

Orders are usually processed within 24 hours, and therefore, can only be changed or edited if you reach out to us in time. If you do need to modify or cancel an order, send us an e-mail on support@podur.co.uk with the topic: "URGENT: ORDER MODIFICATION".

We accept all major credit cards including American Express, Visa, MasterCard and Discover. We also accept PayPal, Google Pay and Apple Pay. Recently we have partnered with payment methods that are much used in selected countries or regions.

We offer a convenient gift wrap service for products purchased from our store. Simply choose gift wrap service under shipping method at checkout. We will choose a suitable gift box for your purchase. We present samples below.

You can also leave a personalized message to the sender, it will be handwritten beautifully and left inside the package. Kindly write your message under notes at checkout. 

PODUR Rewards

PODUR Rewards is our customer loyalty program, where our customers are rewarded PODUR Points that are redeemable for purchases on our website.

PODUR Points can be earned multiple ways:

  • 50 points is rewarded for signing up to PODUR Rewards.
  • 25 points is rewarded for following us on Instagram.
  • 25 points is rewarded for liking us on Facebook.
  • 25 points is rewarded for sharing our page on Facebook.
  • 1 point is rewarded for every pound you spent on our website.
  • 100 points is rewarded for every time someone purchases through your referral

PODUR Points can be spent to redeem discount codes:

  • €‌7.00/£5 off coupon can be redeemed for 50 PODUR points.
  • €‌13.00/£10 off coupon can be redeemed for 100 PODUR points.
  • €‌32.00/£25 off coupon can be redeemed for 250 PODUR points. 
  1. Click on the ”PODUR Rewards” tab.
  2. Click on ”Create a store account” and follow the instructions. If you already have an account with us, then log in.
  3. Click again on the ”PODUR Rewards” tab to see the welcome window where your current PODUR points balance is shown. From here:
  • Click on “Earn more PODUR Points” to earn more points.
  • Click on “See rewards you can earn” to spend your points and redeem discount coupons.
  • (The code will be sent to your e-mail address and can be used during checkout).
  • Scroll down to find the referral link that you can share with family/friends. 

PODUR Points do not expire