Customer Care

ACCOUNT QUERIES:

Do I need to create an account to place an order?

Not if you do not want to. We have a guest checkout option, so no additional information needs to be added. This will mean that you might miss out on promos and becoming a member of our rewards program that we offer to our registered account holders. An account also stores all the information about all your orders, what you ordered and the tracking code if you requested one in the shipping options.

How do I access my account?

There is a ‘Sign In’ link in the header of website, next to the basket icon. Click the link and you will be prompted to enter your email address and password details.

Forgotten your password? PLEASE HELP!

If you have forgotten your password, you can reset via the Account Sign In area. There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.

 

ORDER QUERIES:

Where is my order?

If you have successfully completed your order, you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.

If you believe you placed an order, but it isn’t appearing in your account please contact INFO@PUKKAJUICE.CO.UK a member of the team who will be happy to help.

How do I access my order information?

All completed orders are held in your account area. You will also receive an email notification from us confirming your order has been successfully received. Your account will also hold details of all your previous orders.

Why has my order not arrived yet? PLEASE HELP!

We ship all orders via Royal Mail and DPD and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.

If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.

The item I want is out of stock, when will it be available? PLEASE HELP!

We try our best to ensure all items on Pukka Juice website are in-stock, but sometimes popular items sell out quickly. If an item isn’t available, we will do our best to get it re-stocked!

 

How do I cancel my order? PLEASE HELP!

If you would like to cancel an order, we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 2.00pm, if we are contacted after this time, we cannot always cancel the order before it has been dispatched.

If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 14 days in which to do this.

Want to change your order or shipping details?

If you have just placed an order and want to change the address, please contact us as soon as you can, and we may be able to help. Be sure to have your order number and new shipping address details to hand and we will do our best to change the order before it is dispatched.

If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. In cases like this, we are unable to take any action until the package is returned to us. Once we receive the order back, we can arrange shipping to a new address.

How do I re-order the same item again?

In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want, and it will instantly be added to your basket.

 

SHIPPING QUERIES:

How long will my order take to arrive?

DPD Local:

  • Guaranteed next day 

  • Deliveries made every day

  • Fully tracked service with a 1hr delivery window, collection point and safe place options

  • Signature required, or safe place option available

How will my package arrive?

 In a box with no reference to the contents of each package. This is to ensure your products arrive safe and sound.

Where is my tracking code?

If you opted for a delivery service that comes with tracking, it will be on your shipping email and in your account area. If you do not see your tracking code but opted for a tracked service, please contact a member of our team who will help with your query.

How quickly are orders processed and dispatched?

All orders are dispatched same day when placed before 2.00pm, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday.

Bank Holidays are the only exception, if an order is placed on a public holiday, they will be processed the next working day.

 

 

Has my order been dispatched?

You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order, please contact a team member.

How much does shipping cost?

Shipping is FREE in the UK when your order value is £20 or more. For more details on shipping rates and options please see our delivery page.

Do you offer next day shipping?

Yes, we do guaranteed next day shipping for £5.99 or FREE on orders over £100. To ensure your order is qualifies for next day shipping it must be placed before 2.00pm Monday - Thursday. Guaranteed next day delivery orders placed after 12pm on a Thursday or on a Friday may be processed the following Monday.

For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 2.00pm Friday.

 

PAYMENT & BILLING QUERIES:

What payment methods do you accept?

We accept all major credit cards including Visa, Mastercard and American Express as well as PayPal. (

Why is my card payment declining? PLEASE HELP!

There are several reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.

  • Make sure the billing information is correct and matches with the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address but if the billing address does not match the order is likely to be rejected.

  • Please ensure the card details have been entered correctly and that all the details including the CVC (the 3 digits on the back of your card or 4 digits on the front if using Amex) are correct.

  • Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.

If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.

 

 

ORDER ISSUES:

My order arrived incomplete. PLEASE HELP!

If your order arrived incomplete, please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency, and we will endeavour to resolve the issue.

My order has arrived, but the items are incorrect. PLEASE HELP!

If your order arrived and you notice, there has been a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency, and we will endeavour to resolve the issue.

I’m having problems with the items I ordered. PLEASE HELP!

Should you start to encounter problems with an item purchased through Pukka Juice please get in contact. Our contact us page allows you to log the specific problem with a customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out. We may require the faulty item to be returned to us for a technician to test, should this be required we will supply a returns form and paid postage label for the shipping.

All products sold on Pukka Juice website come with a warranty. 

My items arrived damaged of broken. PLEASE HELP!

Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged, we may not be able to help.

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