Shipping policy

Delivery & Shipping Policy

Last updated: 20 August 2026

This Delivery & Shipping Policy explains how orders placed through popbackclothing.com are processed, dispatched and delivered.

Please read this policy together with our Terms & Conditions and Returns & Refunds Policy.

Nothing in this policy affects your statutory rights as a consumer.

1. Where We Deliver

Popback Clothing currently delivers to:

  • United Kingdom addresses; and
  • any additional countries or territories made available during checkout.

Delivery availability may vary depending on the destination, product and delivery service selected.

If we are unable to deliver to your address, you will normally be prevented from completing checkout or we will contact you after receiving your order.

2. Delivery Options & Charges

Available delivery options and their prices will be displayed during checkout before you complete your purchase.

Our current delivery services may include:

Standard UK Delivery

Estimated delivery: 3-5 Working Day from date of order
Price: Standard UK Delivery is £3.99

Express UK Delivery

Estimated delivery: Next working day (Orders placed before 2pm) 
Price: £5.99

Free Delivery

Where we offer free delivery above a minimum order value, the qualifying amount will be clearly displayed on our Website or during checkout.

Unless specifically stated otherwise, free delivery will normally use our standard delivery service.

Delivery prices and services may change from time to time.

The delivery price shown and accepted when you place your order will apply to that order.

3. Processing & Dispatch Times

Orders are processed during our normal working days.

Our usual processing time is: 1–2 working days

Working days normally mean Monday to Friday, excluding UK bank holidays.

Orders placed:

  • after our daily cut-off time;
  • during weekends;
  • on bank holidays; or
  • during exceptionally busy periods

may begin processing on the next working day.

Our current dispatch cut-off, where applicable, will be displayed on the Website or at checkout.

Dispatch Is Not the Same as Delivery

A dispatch confirmation means that your order has left us or has been handed to the delivery provider.

Delivery times shown after dispatch are estimates unless we specifically guarantee a particular delivery date or service.

4. Order Confirmation

After placing an order, you should receive an order-confirmation email containing details of your purchase.

Please check your:

  • products;
  • sizes;
  • quantities;
  • name; and
  • delivery address

as soon as you receive the confirmation.

If anything is incorrect, contact us immediately at:

info@popbackclothing.com

We may be able to amend an order before it enters processing or is dispatched, but we cannot guarantee that changes will be possible.

5. Delivery Estimates

We make reasonable efforts to deliver orders within the estimated times displayed at checkout.

However, delivery estimates are not guarantees unless we expressly state that a delivery date is guaranteed.

Delivery may occasionally be affected by circumstances such as:

  • severe weather;
  • courier disruption;
  • transport delays;
  • strikes;
  • unusually high order volumes;
  • public holidays;
  • incorrect or incomplete delivery information; or
  • other events outside our reasonable control.

Where we become aware of a significant delay, we will take reasonable steps to keep you informed.

Unless another delivery period has been agreed with you, goods will be delivered within the period required by applicable UK consumer law.

6. Delayed Orders

If your order has not arrived within the estimated delivery period, please first check:

  • your tracking information;
  • whether the courier has attempted delivery;
  • whether the parcel has been left in an authorised safe place;
  • whether somebody else at the address accepted the parcel; and
  • whether the courier has provided further instructions.

If you still cannot locate the parcel, contact:

[INSERT CUSTOMER SERVICE EMAIL]

Please include your order number.

We will investigate with the relevant delivery provider where appropriate.

An estimated delivery date passing does not automatically mean that a parcel is lost.

However, your rights relating to late delivery under applicable consumer law are not affected by this policy.

7. Delivery Within 30 Days

Unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and within 30 days of the contract being formed, as required by applicable UK consumer law.

If we fail to deliver within an agreed or legally required period, you may have rights to require delivery within an additional appropriate period or, in certain circumstances, to cancel the contract.

Where delivery by a particular date was essential and this was agreed with us, different rights may apply if we fail to meet that date.

Nothing in this policy restricts those rights.

8. Tracking Information

Where tracking is available, we will normally provide tracking details after your order has been dispatched.

Tracking information may take some time to update after the courier first receives the parcel.

Tracking information is supplied by the relevant delivery provider and may occasionally experience delays or errors.

If your tracking has not updated for an unusually long period, please contact us so that we can investigate where appropriate.

9. When Tracking Says “Delivered” but You Cannot Find the Parcel

If tracking shows that your parcel has been delivered but you cannot locate it, please:

  • check around the delivery location;
  • check any safe place you specifically nominated;
  • check with other members of your household;
  • check with reception, concierge or building management where relevant;
  • check with neighbours if appropriate; and
  • review any photograph, GPS information or delivery note provided by the courier.

If the parcel still cannot be located, contact us as soon as reasonably possible at:

[INSERT CUSTOMER SERVICE EMAIL]

We may ask you to provide information reasonably required to investigate the delivery.

We may also contact the courier and request:

  • delivery confirmation;
  • GPS information;
  • delivery photographs;
  • driver information; or
  • other available evidence.

A courier’s tracking status alone does not automatically remove any rights you may have if the goods were not actually delivered to you, a person authorised by you, or an authorised delivery location.

10. Safe Place & Delivery Instructions

Where you provide a courier with specific delivery instructions, including requesting delivery to a particular safe place or nominated person, please ensure that the location is suitable and secure.

If you specifically authorise delivery to a nominated safe place or person, the delivery may be treated as completed once the parcel has been delivered in accordance with those instructions, subject to your statutory rights.

We cannot guarantee that every courier will be able to follow every requested delivery instruction.

A parcel being left somewhere that you did not authorise will not automatically be treated by us as successful delivery simply because a courier has marked it as delivered.

11. Risk of Loss or Damage

Popback Clothing remains responsible for the goods while they are being delivered by a courier or delivery service arranged by us.

Risk will normally pass to you when the goods come into the physical possession of:

  • you; or
  • another person identified or authorised by you to receive them.

If you independently arrange your own carrier and that carrier was not offered by us as a delivery option, different rules may apply.

Nothing in this section limits your statutory consumer rights.

12. Incorrect Delivery Address

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your address carefully before completing checkout.

If you realise that you have entered the wrong address, contact us immediately at:

info@popbackclothing.com

If the order has not yet been processed or dispatched, we may be able to update it.

Once an order has entered fulfilment or been dispatched, we cannot guarantee that an address can be changed.

13. Orders Delivered to an Address Supplied by the Customer

Where an order is correctly delivered to the address you provided during checkout, we may be unable to recover the parcel if that address was entered incorrectly by you.

Where possible, we will assist you in contacting the courier or attempting to recover the parcel.

If the parcel is returned to us, we will contact you regarding the available options.

Any additional delivery charge resulting solely from an incorrect address supplied by the customer may be payable by the customer where permitted by law.

This section does not apply where the delivery error was caused by Popback Clothing or the delivery provider acting on our behalf.

14. Undeliverable & Returned Parcels

A parcel may be returned to us where, for example:

  • the address is incomplete or incorrect;
  • delivery has been attempted unsuccessfully;
  • the parcel is not collected from a collection point;
  • the recipient refuses delivery; or
  • the courier is otherwise unable to complete delivery.

If a parcel is returned to us, we will contact you where appropriate.

Depending on the circumstances, you may be offered:

  • redelivery; or
  • a refund.

Where the failed delivery was caused by incorrect information supplied by the customer or a failure to collect the parcel, we may require payment of reasonable additional delivery costs before resending the order, where permitted by law.

Your statutory cancellation and refund rights remain unaffected.

15. Refused Deliveries

Refusing a parcel does not necessarily complete the formal cancellation process.

If you wish to cancel an order, we recommend contacting us directly at:

info@popbackclothing.com

This allows us to identify the order and process any refund correctly once the returned parcel reaches us.

Where a parcel is refused and returned to us, any refund will be handled in accordance with our Returns & Refunds Policy and your statutory rights.

16. Lost Parcels

If we reasonably believe that a parcel has been lost while being delivered by a courier arranged by us, we will deal with the matter in accordance with your legal rights.

Depending on the circumstances and stock availability, this may involve:

  • sending a replacement; or
  • issuing an appropriate refund.

You will not be expected to resolve a lost-parcel claim directly with a courier where the delivery contract is between Popback Clothing and the courier.

We may nevertheless require your reasonable assistance with an investigation.

17. Damaged Parcels

If your parcel or product arrives damaged, please contact us as soon as reasonably possible.

Where possible, provide photographs showing:

  • the external packaging;
  • the shipping label;
  • the internal packaging; and
  • the damaged product.

Photographs can help us investigate the issue with the courier and resolve the matter more quickly.

However, failure to photograph a parcel at the exact moment of delivery does not automatically remove your statutory rights.

Please see our Returns & Refunds Policy for more information regarding faulty or damaged goods.

18. Missing Items

If an item is missing from your order, please contact:

info@popbackclothing.com

Include:

  • your order number;
  • the item you believe is missing; and
  • any relevant photographs of the parcel and its contents where reasonably available.

We may check our packing and fulfilment records before resolving the claim.

Where we confirm that an item was omitted from your order, we will provide an appropriate remedy, which may include sending the missing product or issuing a refund.

19. Incorrect Items

If you receive a product that you did not order, please contact us before returning it.

We will provide appropriate return instructions and, where applicable, arrange or cover reasonable return costs.

You will not be expected to pay return postage where the incorrect item was sent because of an error by Popback Clothing.

20. Split Deliveries

Where an order contains multiple items, we may occasionally dispatch products separately.

If this happens:

  • you may receive more than one parcel;
  • tracking details may be provided separately; and
  • parcels may arrive on different days.

You will not be charged additional delivery fees simply because we choose to split your order after purchase.

21. Pre-Orders & Back-Orders

Where we offer pre-order or back-order products, the estimated dispatch or availability date will be displayed on the relevant product page where reasonably possible.

Any date provided for a pre-order is an estimate unless expressly stated otherwise.

If an order contains both in-stock and pre-order products, we may:

  • hold the order until all items are available; or
  • dispatch available items separately.

The applicable arrangement should be communicated on the product page, during checkout or after your order is placed.

If a significant delay occurs, we will provide information about your available options and statutory rights.

22. International Delivery

Where international delivery is offered, available destinations and delivery charges will be displayed during checkout.

International deliveries may:

  • take longer than domestic deliveries;
  • require customs processing;
  • incur import VAT, duties or other local charges; and
  • be subject to local restrictions.

Where additional import charges are payable by the recipient, this will be made clear before purchase where required.

We recommend checking local import rules before ordering.

Nothing in this section allows us to impose undisclosed mandatory charges on customers.

23. Customs Delays

Popback Clothing cannot control the time taken by customs authorities to process international parcels.

Customs delays may therefore extend estimated delivery times.

We will provide reasonable assistance if information relating to your shipment is required, but we cannot guarantee the speed at which local customs authorities process an order.

24. Delivery During Busy Periods

Delivery and processing times may be longer during periods such as:

  • Black Friday;
  • Christmas;
  • major promotional events;
  • product launches;
  • bank holidays; or
  • periods of exceptionally high demand.

Where possible, any materially different processing or delivery estimates will be displayed on our Website.

25. Events Outside Our Reasonable Control

Occasionally, delivery may be affected by events outside our reasonable control, including:

  • severe weather;
  • natural disasters;
  • transport disruption;
  • industrial action;
  • courier network disruption;
  • widespread technical failures; or
  • government restrictions.

Where this happens, we will take reasonable steps to minimise the impact and fulfil affected orders as soon as reasonably possible.

This does not remove any statutory rights you may have where an order is significantly delayed or not delivered.

26. Contact Us About a Delivery

If you need help with an order or delivery, please contact:

Popback Clothing
Email: info@popbackclothing.com

Please include your order number and a brief description of the issue so that we can investigate it efficiently.

Where relevant, we may ask for photographs or additional information to assist with the investigation.