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 time provided at the time of pre-order is subject to change due to unforeseen circumstances beyond our control, such as manufacturing delays 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 ant 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.

Free delivery is offered on orders over £75 for customers only.

The delivery services offered are clearly displayed on our product pages. 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. You can find out more about our Delivery on our Delivery Page.

Your delivery is complete when the items are delivered to the address you have given us. All our orders are provided with tracking details and the majority of completed deliveries will include a photo of your address or designated safe place.

Where a safe place is specified for delivery, the customer assumes responsibility should the parcel go missing.

In most instances, the courier will re-attempt to deliver your parcel up to two (in some cases three) attempts if no-one is at home. If an item cannot be delivered it is usually taken to a Local Delivery/Sorting Office. If you fail to collect your parcel before the exceeded time, this shall result in your order being returned to us. Postage will have to be re-paid if you wish for your order to be re-sent. In the event that an item has been returned to sender due to a failed collection and you no-longer want your order, a refund will be given excluding the original postage cost. 

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 order hasn’t arrived 10 working days after the expected delivery date and tracking has not confirmed a delivery, we’ll consider it lost. In this situation, you may choose between 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.

Please note:

• We do not offer refunds for lost parcels sent to an incorrect address provided at checkout. Refunds will only be issued once the parcel has been returned to us by the courier.
• We cannot investigate lost parcels after 28 working days.

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.

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.

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 the 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 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, 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.

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.

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

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

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.