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Pukka Pads FAQ’s

We've put together our most frequently asked questions which will hopefully give you the answer you're looking for. If you need a little bit more help please email [email protected] where our friendly customer service team will be able to help you.

 

Where is my order?

Please refer to your shipping email confirmation. You will receive a confirmation email and then once we have prepared and shipped your order you will receive an email containing your tracking information which you will be able to track on the service provider's website. 

 

Can I cancel my order once it has been placed?

Once your order has been placed, there is no way to cancel or stop it as this immediately goes to our warehouse to be picked, packed and fulfilled. We also cannot amend any addresses or make changes to an order once it is placed. If, after placing an order, you’ve changed your mind, please return it within 14 days to get a full refund (excluding delivery) please see our returns policy for more information.

 

I’m missing an item from my order

We are sorry to hear that you are missing an item from your order. Please contact [email protected] so we can investigate and resolve this issue. 

 

Can I add items to an existing order?

Unfortunately, not, we aim to get your orders out as quick as possible so we cannot allow you to alter your order.

 

I've been charged multiple times and haven't received a confirmation email.

Oh no! If this is the case, please check with your bank whether the payments are pending or have left your account. If the transactions are pending please don't worry we haven't taken any money. The payments will drop off your account in a couple of days. There are many reasons why your order hasn't gone through as our website is very sensitive to fraud, please make sure when entering your details that your billing address matches the address on your card. Don't worry, you can change the shipping address when you are checking out. 

 

When checking out it says: 'Sorry, no quotes are available for this order at this time.'

This could be due to an issue with your postcode, please double-check the format. The postcode should be entered with a space for example: BD16 2AG

 

My order has arrived damaged what can I do?

At Pukka Pads we strive to get all of your items to you in perfect condition. In the rare occurrence that you have received a damaged product please notify our customer service team straight away upon receiving your order with your order details and photos attached of the damage to [email protected]We then will send your further instructions on how to proceed. 

 

I would like to order from Pukka Pads in bulk for my business, how can I set up a wholesale account? 

If you would like to discuss creating a wholesale account please email [email protected]  with your requirements and our sales team will get back to you. 

 

How do I get in touch?

If you couldn’t find what you are looking for in the FAQ’s then please send your query to [email protected]

Our team is available from 09:00-5:00 Monday – Friday. Please allow 3-5 business days for a response.