Order Enquiries & Return Guidelines
At Puckator Dropship, we are committed to providing exceptional customer service and support. If you have any questions or concerns regarding your orders, returns, or general enquiries, our dedicated team is here to assist you.
Contacting Customer Services
Our Customer Services team is available Monday to Friday, from 8:00am to 4:30pm. The quickest and easiest way to get hold of the team is via email. When contacting our team please provide as much information as possible, including order number and product code, so we can find your details.
Contact Information:
- Email: customerservices@puckator-dropship.co.uk
- Telephone: 44 (0) 1579 321550
Head Office Address:
Puckator Ltd
Lowman Works, East Taphouse
Cornwall PL14 4NQ
United Kingdom
We strive to respond to emails within 24 hours of receiving them. If you do not hear back from us within a couple of days, please feel free to email us again.
Please note: We are closed bank holidays and weekends so any emails or enquiries sent during these times will be responded to on our return.
Damages, Faulty Items, and Other Queries
Your satisfaction is paramount to us, and we have built a strong reputation for excellent customer service on both our dropship and wholesale platforms.
Damaged or Faulty Items:
- If an item arrives broken or faulty, we generally do not require you to return it, as this incurs unnecessary costs. Please email our customer service team with your order number, and include images of the damaged or faulty items. Our team will then access and either offer to send out a replacement order or offer a refund.
Missing Orders:
- If you believe an item has gone missing, please follow these steps before contacting our customer service team:
1. Check the Shipment Tracking:
All shipments sent to the UK will be sent with a tracked service, either Royal Mail Tracked 48, or courier tracking. If the tracking number is not visible on the order in your account section, please contact our customer service team who will provide you with the tracking number. For orders sent to Europe or the Rest of the World, whether the shipment is tracked will depend on the delivery location, so please go to step 2, and allow for the delivery time to be reached before contacting customer service.
2. Allow for Delivery Timeframes:
Delivery times vary depending on the courier and destination. Please refer to the maximum delivery times below (excluding the date of dispatch and bank holidays):
|
Delivery Zone |
Courier |
Maximum Delivery Time (Not including the date of dispatch or Bank Holidays) |
|
UK Mainland, Highland and Islands, The Channel Islands |
Royal Mail Courier |
Allow 10 working days Allow 3 - 4 working days |
|
Europe |
Royal Mail Courier |
Allow 20 working days Allow 7 - 10 working days |
|
All other locations |
Royal Mail Courier |
Allow 25 working days Allow 10 working days |
3. Check with Local Sorting Office:
If the order hasn't arrived after the maximum delivery time, we request that customers check with their local sorting office to ensure the delivery has not been left for collection.
4. Contact Customer Services:
Once you have allowed the specified time for the delivery to arrive and your customer has checked with the sorting office, please email our customer service team with your query, and we will aim to resolve it as quickly as possible.
Returns Policy
If your customer wishes to return an item due to a change of mind, please contact our customer service team to discuss the options and so we can provide you with a returns reference number.
Items must be returned in their original state. The return must also be suitably packaged to protect it during its return journey, so that it does not get damaged in transit. The parcel then needs to be sent back to our warehouse (see address above). We recommend that this is done via a tracked service and that your customer gets a proof of postage.
Once the item has been returned to us in its original condition, we will refund you the cost of the item, but not the shipping charge or cost of transport in either direction.
Please note that any general returns, requests for replacement items, or credits (due to breakages or items omitted from your order) must be made within the following timeframes from the date of dispatch:
- UK Orders: Within 4 weeks
- European Orders: Within 5 weeks
- All Other Countries: Within 6 weeks
We are here to support you and ensure a smooth experience with Puckator Dropship. If you have any further questions or need assistance, please do not hesitate to contact our customer service team.
Last Updated: March 2025