To shop with us at Punk & Poodle, you need to:

• Be at least 18 years old (some of our quirky treasures aren’t suitable for younger shoppers);
• Have a credit or debit card that we accept (see below for payment details); and
• Be authorised to use that card (i.e., it’s in your name or you’ve got permission).

We reserve the right to refuse or cancel orders if we believe these conditions haven’t been met — but we hope it never comes to that.

When you place an order with Punk & Poodle, you’re buying directly from us — no middlemen, just a carefully curated selection of fabulous finds. Here’s how it works:

• Once you place an order, you’ll receive an order confirmation email to let you know we’ve received it.
• At this point, your bank may carry out a pre-authorisation check, which can temporarily ringfence the funds while confirming you’ve passed all necessary security and balance checks. Sometimes this may look like a pending charge on your account, but rest assured — your order is only confirmed once payment has been approved and you receive a confirmation email from us.
• Only then is your order officially accepted, and a contract formed based on these terms.

Please note:

• All orders are subject to availability and confirmation of the order price. If there’s an issue (stock glitches happen!), we’ll be in touch.
• Products remain the property of Punk & Poodle until full payment is received.

Need to cancel or amend?

You may be able to cancel or amend your order within a short window after placing it — this depends on your chosen delivery method. If cancellation isn’t possible, you can still return your item once it arrives (see our Returns section for details).

Occasionally, we may need to cancel an order or freeze an account if we detect unusual activity, suspected fraud or believe our terms have been breached. If this happens and you believe it’s a mistake, please get in touch — we’ll be happy to help.

Payment Methods
We offer a range of payment options, but occasionally a specific method may not be available — this can depend on order value, location, or shopping history. If this happens, you’ll need to select an alternative payment option at checkout.

We’re excited to announce we have partnered with Klarna to bring you the following ways to pay at checkout:

• Pay Later in 30 Days
• Pay Later in 3 Interest-Free Instalments

Please note: Klarna is not available on pre-order items. If your basket includes a pre-order product, Klarna will automatically be disabled at checkout.

Important to know:

Klarna’s Pay in 3 and Pay in 30 Days options are unregulated credit agreements. Borrowing more than you can afford or missing payments may negatively impact your credit score and ability to borrow in the future.

Available to UK residents aged 18+. Subject to status. Late fees may apply.

For further information, please see Klarna’s Terms & Conditions.

Customers will be automatically entered into the Punk & Poodle Loyalty VIP Club when they sign up or sign into their accounts.

These terms and conditions apply to Punk & Poodle Rewards:

• Punk & Poodle Reward Members must be 18 years of age or over.
• We are unable to retrospectively apply points to your account for orders placed before your account was created.
• Members accumulate 5 points for each £1 they spend online at Punk & Poodle.
• Points will be credited to your account 30 days after an online purchase. If you request a refund for any item(s) from your order, the corresponding points for those refunded item(s) will be deducted from your account.
• Points for reviews will be added to your account within 14 days of the review date. We are unable to retrospectively apply points for reviews to your account for any reviews left on or before 26 July 2024.
• When using a discount coupon, the value redeemed will not contribute to your points balance.
• Loyalty vouchers apply to the product(s) you purchase, not delivery costs. For instance, your bag comprises a £25 product, a £5 voucher, and incurs a £4.95 delivery charge, the deduction will apply to the product value rather than the delivery fee.
• A minimum spend applies when redeeming a coupon on our website. A minimum spend of £25 is required to redeem our £5 and £10 coupons. A minimum spend of £50 is required to redeem our £20 coupon.
• Points cannot be exchanged for cash and are non-transferable.
• We reserve the right to change or withdraw points and benefits in the Punk & Poodle Loyalty Club at any time.
• We reserve the right to suspend or terminate any Rewards Account if there are reasonable grounds to suspect a breach of our terms and conditions or fraudulent activity.
• Punk & Poodle reserves the right to modify or update the terms and conditions at any time without prior notice.
• For inquiries or assistance regarding the Rewards Loyalty Club, please email hello@punkandpoodle.co.uk

The following terms and conditions govern the use of discount codes and promotional offers provided by Punk & Poodle.

• Unless explicitly stated otherwise, promotional codes and discount offers are single-use only and cannot be combined with any other offers or applied to sale items.
• Unless specified otherwise, promotional offers do not apply to delivery charges.
• Any refunds processed will reflect the discounted amount applied as part of the promotional offer.
• Selected Punk & Poodle products may be excluded from promotional offers, and details will be provided on individual product pages.
• Punk & Poodle reserves the right to refuse orders where, in our reasonable opinion, a promotion code or discount is deemed invalid or associated with fraudulent activity.
• Punk & Poodle retains the right to modify these terms and conditions or withdraw promotional offers at any time without prior notice.
• Only discount codes issued directly by Punk & Poodle are considered valid. Codes obtained from third-party discount code websites are not accepted.
• These terms and conditions are governed by English law, and any disputes arising from or relating to this Agreement shall be subject to the exclusive jurisdiction of the English Courts.
• By using discount codes or promotional offers, customers acknowledge and agree to comply with these terms and conditions.

Promoter – Punk And Poodle Ltd. Building 7, Dawes Farm, Bognor Road, Warnham, Horsham, RH12 3ZG. Company number 12990721.

Emails

By subscribing to our mailing list, you agree to receive promotional and informational emails from Punk & Poodle. These emails may include product updates, special offers, newsletters, and other relevant content. By submitting your email address, you consent to receive communications from us.

You have the option to unsubscribe from our mailing list at any time. You can unsubscribe by clicking the "unsubscribe" link provided in the footer of our emails or by contacting us directly. Once unsubscribed, you will no longer receive promotional or informational emails from us, except for essential communications related to your account or transactions.

If you sign up for a back in Stock alert, please note that this will not subscribe you to our mailing list.

We respect your privacy and are committed to protecting your personal information. Any personal data collected through our mailing list subscription process will be handled in accordance with our Privacy Policy.

Third-Party Disclosure: We do not sell, trade, or otherwise transfer your email address or personal information to third parties without your consent, except as required by law or as necessary for the operation of our business (e.g., email service providers).

By placing a pre-order through our website, you agree to these terms and conditions:

• Pre-order items are products available to purchase before we have them available in our inventory. By placing a pre-order, you agree to reserve the item and have it delivered once it becomes available.
• Payment is required at the time of pre-order. This guarantees your item will be reserved.
• The estimated delivery date for pre-order items will be displayed on the product page and confirmed in your order confirmation at the time of purchase.
• Please note that all estimated delivery dates are subject to change due to unforeseen circumstances beyond our control, such as manufacturing or shipping disruptions. Due to the high volume of orders and potential changes to delivery dates, we recommend visiting the product page for the latest updates on estimated delivery dates. If you need further assistance, please don't hesitate to contact us.
• Pre-orders may be cancelled for a full refund at any time before a shipping notification has been sent. After this period, pre-order cancellations will be subject to our normal returns policy.
• The purchase price at the time of pre-order is final. Subsequent price changes either due to special promotions or other circumstances will not affect the pre-ordered price.
• We reserve the right to limit order quantities at our discretion. If we cannot fulfill your pre-order due to stock limitations, we will provide a full refund.
• We are not liable for any loss or damage arising from the delayed delivery of a pre-order.

We currently offer free UK delivery on orders over £59. Delivery options and pricing are shown on each product page and again at checkout.

How Delivery Works

Before you finalise your order, you’ll be able to choose from a range of delivery options. These vary based on your location and the items in your basket. Estimated delivery times are provided on our product pages and again at checkout.All our deliveries are tracked, and many are completed with a photograph of your address or designated safe place for peace of mind.Please note:

• One delivery fee per order is charged, even if items arrive in multiple parcels.
• Your order is considered complete once it has been delivered to the address provided at checkout.
• If you’ve requested delivery to a safe place, you assume responsibility should the parcel go missing.

We work hard to deliver your order in the estimated timeframe provided on our product pages and checkout, however occasionally there may be delays due to circumstances outside our control.

Missed Deliveries

If no one is home, couriers will usually attempt delivery 2–3 times. If they’re unsuccessful, your order may be sent to your local sorting office or returned to us.

• If a parcel is not collected in time and is returned to us, you’ll need to pay the postage again for it to be re-sent.
• If you no longer want the order, we’ll issue a refund minus the original delivery fee.

For any additional queries concerning delivery, please contact hello@punkandpoodle.co.uk.

LOST ORDERS

While it’s rare for parcels to go missing, If your parcel has not arrived within 10 working days of the expected delivery date, and tracking shows no delivery, we’ll consider it lost.

In this case, you can choose:

• A full refund, or
• A replacement (subject to availability)

For items that are missing from your order or in cases where tracking confirms delivery but you believe the items are not received, our policy is to provide a replacement. To assist with our investigation with our couriers, customers are required to complete a Non-Receipt of Goods Disclaimer Form before we can consider any replacement.

Please note:

• We do not refund for items delivered to an incorrect address if it was entered incorrectly at checkout.
• We cannot investigate lost parcels after 28 working days.
• Refunds will only be issued once returned parcels from the courier are received back with us.

RETURNED TO SENDER

If your order is returned to us before delivery, we will refund the item price but deduct the original delivery fee and any additional courier costs incurred.

INTERNATIONAL DELIVERY

We recommend using the tracking details provided with your order to monitor its journey to you. For more information about delivery and available options, please contact your local delivery provider.

Please note that Punk & Poodle is not responsible for the customs, duty, or brokerage fees on international orders. Any custom queries should be made to your local customs office. It is the customer's responsibility to check these fees before placing an order to avoid any unexpected charges.

If an order is returned to us due to declined acceptance of customs charges or unclaimed items, a refund will only be issued once the goods are returned to us in their original condition. Any additional charges incurred by Punk & Poodle during the return process will be deducted from the refund, and shipping costs are non-refundable.

Please note that items damaged during return transit due to excessive handling beyond the your shipping destination will not be eligible for a refund.

For any additional queries concerning delivery, please contact hello@punkandpoodle.co.uk.

You can find out more about our Delivery on our Delivery Page.

Fuss-Free Returns
You have 28 days from the date of delivery to return your items for a refund. To ensure a smooth process, all returns must be received by Punk & Poodle within that 28-day window. Please note that we cannot issue credit notes for returns received after this period.

Free Delivery Threshold Adjustment

If your order qualified for free delivery on orders over £59.00 and you return part of your order, reducing the total to below £59.00, a £4.95 delivery charge will be deducted from your refund. This applies when the remaining items no longer meet the free delivery requirement.

Important Notes:

• Items returned without a completed returns request and prior approval won't be accepted.
• If you notify us of your return within 14 days, we’ll refund your original delivery charge. For returns after this period but within 28 days, original delivery charges are non-refundable.
• If you used an express delivery service, only the standard delivery rate will be refunded (unless we missed the delivery timeframe).
• Returns are at your expense unless we have agreed item is faulty or damaged.
• Please make sure items are returned in original condition with sufficient, undamaged packaging. If the packaging is damaged beyond what’s needed to inspect the item, a deduction may be made from your refund.
• Gift wrapping charges are non-refundable once the service has been fulfilled.
• Gift vouchers are non-returnable and non-refundable.
• For gift returns, you’ll need a gift receipt to qualify for a refund. Refunds will be issued as store credit/voucher unless the original purchaser completes the return.
• Sale items follow the same terms as regular items.
• Seconds/ex-display sale items are sold ‘as described’ and cannot be returned.
• We do not offer exchanges.
• Used items (e.g. burnt candles) cannot be returned, and we are not responsible for refunds on improperly installed products.
• Refunds are issued in GBP within 14 days of receiving your return. Please allow up to 5 working days for the refund to appear in your account.
• Any loyalty points earned on returned items will be deducted from your loyalty account.

Product Representation and Faults

As an online store, we strive to provide accurate photos and detailed descriptions to showcase our products, even though they cannot be seen in person before purchase. Many of our items are handcrafted using artisan techniques, meaning they may feature unique variations or imperfections that add to their charm.

To ensure the quality of every item, we hand-check each piece before dispatch and include a security/quality check tag to confirm inspection. These slight imperfections will never affect the overall aesthetic of the product or its ability to be used as intended.

Our definition of a Fault

A fault refers to a defect or issue with the product that affects its intended function, durability, or overall quality, and is not a natural part of the handcrafted process. While our items are artisan-made and may feature intentional imperfections (such as variations in texture, color, or finish), these are not considered faults.

The following are considered faults:

• Structural damage (e.g., cracks, broken parts)
• Manufacturing errors that affect functionality
• Significant deviations from the product description or design
• Damage incurred during delivery, such as broken or severely damaged items due to transit

If your item has a genuine fault as described above, you may be eligible for a replacement or refund, subject to these terms & conditions.

Returning Faulty or Damaged Items

If your item arrives damaged, our policy is to issue a replacement as the first course of action, subject to product verification. Refunds will only be considered if the product has been confirmed as a genuine Punk & Poodle item and a replacement is not available, in line with our verification process.

If your item arrived damaged from transit or has a fault, we’re here to help! Please contact us at hello@punkandpoodle.co.uk within 48 hours of receiving your delivery, so we can assist you. To help speed up the process, please provide:

• Your name
• Order number
• Product name
• A description of the fault
• Photos showing the damage or fault
• A photo of the outer packaging with your address

Please note, damages reported after 48 hours may have limited options for resolution as it can be harder to determine the cause. We kindly ask for any additional requested information within 7 days so we can move forward with your return.

Important:

• Please don’t return damaged goods without contacting us first. Returns sent back without approval won’t be refunded.
• Once we confirm your item is faulty and has been bought from our store, you will have 7 days to return the item with a return label we provide at our cost. After this, return costs will be your responsibility.
• If we’ve partially refunded a damaged item, this voids the returns policy.

Claim Verification & Anti-Fraud Measures

To ensure the integrity of our returns process and protect our customers from rising instances of e-commerce fraud — including the use of AI-generated content and staged damage — we may request additional information before a refund or replacement can be processed.

In certain cases, we may also ask for:

• Additional photos from multiple angles under natural lighting
• Video footage of the product in its original packaging, including the unboxing process
• Clear images showing the product’s position within internal packaging (e.g. fitted polystyrene or filler layout)
• Return of the item at your cost for verification, including checks for internal product identifiers (e.g. watermarking or tamper-proof identifiers)
• Evidence of Punk & Poodle’s tamper-evident security labels, where applied, remaining intact on the product or packaging
• Completion of a Legal Declaration Form confirming the item was received from Punk & Poodle and that all requested evidence has been truthfully submitted

As an online boutique, we source products from a range of global suppliers, some of which are also used by other retailers. To ensure authenticity, all Punk & Poodle items are quality-checked before dispatch and, where applicable, marked with tamper-evident stickers. These identifiers must remain intact and visible in any photos or videos submitted for damage or return claims. This step helps confirm the item originated from us and supports the verification process for refunds or replacements.

These checks are not intended to scrutinise genuine customers, but to ensure a fair process for everyone and help reduce waste, misuse, and unnecessary costs. We appreciate your cooperation in helping to keep online shopping safe and sustainable.

Please note:

• If we are unable to verify that the product is from our store or that damage is genuine, we reserve the right to decline any request for a refund or replacement.
• Under UK consumer law, Punk & Poodle reserves the right to pause any refund or replacement where there is insufficient evidence to support a damage claim. Items may be requested for return and assessed against submitted images, internal stock records, and available dispatch footage.
• Where verification is not possible, or the evidence provided is incomplete, return shipping will be at the customer’s expense.
• Any removal, alteration, or evidence of tampering with Punk & Poodle’s tamper-evident stickers will immediately void eligibility for any refund or replacement.
• Any signs of deliberate or manmade damage — including intentional breakage, misuse, or attempts to replicate genuine fault — will render the item ineligible for a refund or replacement.
• Any fabrication, alteration, or falsification of evidence — including the use of AI-generated or manipulated imagery — will be treated as fraudulent activity. In such cases, all claims will be void and no refund or replacement will be issued.

Faults After 30 Days
If an item develops a fault after 30 days due to a manufacturing issue, we will replace the item. If a replacement isn’t available, we will issue a credit note for the value of the item. Please send us photos of the fault, and we will guide you through the returns process at our cost.

Please note: Damage due to accidents, misuse, or general wear and tear will not be eligible for a refund or replacement.

Punk & Poodle accepts Visa, Mastercard, Paypal, American Express & Maestro. 

We also support the Verified by Visa and Mastercard Securecode schemes for those who have registered these details with their card provider, this is for added security and protection against fraud.

PAYPAL, GOOGLE PAY & APPLE PAY

We also offer an Express Checkout option using PayPal, Google Pay and Apple Pay. If paying by Paypal, you will be taken to a secure PayPal checkout using your registered account details.

All online transactions are carried out over a secure internet connection and are encrypted whilst being processed, we do not store your card details. For more details please visit our Privacy Policy.

Image Ownership:

All images displayed on punkandpoodle.co.uk are the exclusive property of Punk & Poodle. These images are protected by copyright laws and international treaties. Unauthorised use, reproduction, or distribution of these images is strictly prohibited.

Permitted Uses:

1. Shopping Experience: Customers are allowed to view and use images for personal shopping purposes on our website.
2. Social Media Sharing: You are welcome to share our images on social media platforms, provided that you:

• Do not alter or edit the images in any way.
• Properly credit Punk & Poodle as the source of the images.
• Include a link back to the original image or our website in your post or caption.
• Use the images in a positive and respectful manner that aligns with our brand values.

Prohibited Uses:

1. Commercial Use: Any commercial use, distribution, or reproduction of our images for purposes other than personal shopping is strictly prohibited.
2. Image Modification: You are not permitted to modify, alter, or edit our images in any way without explicit written consent from Punk & Poodle.
3. Third-Party Use: Unauthorized use of our images by third parties, including competitors, is strictly prohibited.

Enforcement:

Punk & Poodle reserves the right to take legal action against individuals or entities found in violation of this Image Usage Policy. This includes seeking damages, injunctive relief, and any other remedies available by law.

Reporting Violations:

If you become aware of any violation of this Image Usage Policy, please contact us at hello@punkandpoodle.co.uk with detailed information about the infringement.

Updates to Policy:

This Image Usage Policy may be updated from time to time. The latest version will be posted on our website with the effective date.

By using our website, you acknowledge that you have read, understood, and agreed to the terms of this Image Usage Policy.