At Pooly Shop, we are dedicated to enhancing your relaxation and leisure time with our premium range of hot tub and pool accessories. We understand the importance of receiving your products promptly and in perfect condition. Our goal is to ensure a seamless and satisfying shopping experience from checkout to delivery, and beyond.
Shipping Information
We are proud to ship our products globally, excluding Asia and a few remote regions. Please see below for our detailed shipping options and timeframes.
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking details once your order is dispatched.
Shipping Methods & Timeframes
We offer two reliable shipping options to meet your needs:
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery within 10-15 business days after dispatch.
- Flat rate shipping fee of £12.95.
- Free Shipping: Available on orders over £50, shipped via EMS.
- Delivery within 15-25 business days after dispatch.
Please note that these timeframes are estimates and may be affected by factors beyond our control, such as customs delays or public holidays.
Returns & Exchanges Policy
Your satisfaction is our top priority. If you are not entirely happy with your purchase, we offer a straightforward returns and exchange process within 15 days of receiving your items.
Important: Non-Returnable Items
For health, safety, and hygiene reasons, we cannot accept returns or exchanges on the following products:
- All Chemicals (including Bromine, Chlorine, Clarifiers, No Scale & No Foam products)
- Cleaning Tools that have been used
- Opened containers of Cleaners
- Filters that have been installed or used
All items must be returned in their original, unused condition with all original packaging and tags intact.
How to Return an Item
Follow these simple steps to initiate a return or exchange:
- Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Please use the subject line “Returns Request” and include your order number and details.
- Wait for Authorization: We will respond within 2 business days with a Returns Authorization (RA) number and detailed instructions. Please do not ship your return without this number.
- Pack Your Return: Securely package the item(s) in their original packaging, including all accessories, manuals, and documentation.
- Ship Your Return: Send the package to the address provided in your authorization email. We highly recommend using a tracked shipping service, as you are responsible for the return shipping costs.
Refund Processing
Once we receive and inspect your returned item:
- Refunds will be processed within 5-7 business days.
- Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Please allow additional time for the refund to appear in your account, depending on your payment provider’s processing times.
- Please note that original shipping costs are non-refundable.
Exchanges
If you need to exchange an item for a different size or colour, please follow the return process outlined above. Once we receive your return, we will ship the replacement item to you. Standard shipping charges will apply for the new item.
Need Help?
For further assistance with shipping, returns, or exchanges, please contact our friendly customer service team at [email protected]. We typically respond within 1-2 business days.
Return Shipping Address (Authorised Returns Only):
Pooly Shop Returns Department
46 Weaver Row
Stirling, GB CH8Z 8MB