DELIVERY & RETURNS
DELIVERY WITHOUT THE SLOW ROLL.
WHITE HOT POKER designs the range and remains responsible for your order from checkout to delivery. Our clothing is printed or embroidered to order in the UK by a specialist production partner, then sent directly to you in plain, plastic-free packaging wherever possible.
Production time
Please allow 3–5 working days for us to produce your order before it is dispatched. This is separate from delivery time. Working days exclude weekends and UK bank holidays.
Orders containing different products may occasionally be completed or delivered separately. We will not charge additional postage where we choose to split an order.
UK delivery
The available service, price and latest estimate are shown at checkout. After dispatch, standard tracked UK delivery normally takes 2–5 working days. Faster services, when offered, normally take 1–3 working days.
These are estimates rather than guaranteed delivery dates. Remote areas, the Scottish Highlands, severe weather, seasonal demand and carrier disruption can add time.
International delivery
We currently deliver to the countries available at checkout. After dispatch, delivery normally takes:
- Europe: approximately 3–5 working days.
- Rest of world: approximately 7–10 working days.
International delivery can take longer because of customs or local carrier delays. Import duties, taxes or handling charges may be payable in the destination country. Unless checkout expressly says they have been collected, these charges are the recipient’s responsibility.
Tracking
Where tracking is available, we will send the tracking details to the email address used for the order. Tracking can take a working day to update after dispatch.
Changing or cancelling an order
Production can begin quickly. Email thedealer@whitehotpoker.co.uk as soon as possible if an address, size or colour is wrong. We will try to help, but we cannot guarantee changes or cancellation once an order has entered production.
This does not affect any cancellation rights you have after delivery, as explained in our Refund Policy.
Late or missing parcels
First check the tracking, delivery address, safe place, neighbours and local delivery office. If the parcel still cannot be found, contact us with your order number.
- For UK orders, a parcel can normally be investigated as missing after 10 working days from dispatch.
- For international orders, please allow up to 30 days from dispatch.
Please report a parcel that has not arrived within 60 calendar days of dispatch so that we can investigate it with the carrier.
Delivery address
The customer is responsible for supplying a complete and accurate delivery address. If a parcel is returned or lost because the address supplied was incomplete or incorrect, we may ask you to pay the reasonable cost of producing or sending it again. We will always look at the circumstances fairly.
Returns
Do not send returns to our production partner. Contact WHITE HOT first so that we can give you the correct instructions.
For unwanted items, UK customers normally have 14 days after delivery to tell us they wish to cancel, followed by another 14 days to return the goods. The customer normally pays return postage. Items should be unworn, unwashed and handled only as they would be in a shop.
If an item is faulty, damaged or incorrect, email us promptly with your order number, a description and clear photographs. We will put it right through a replacement, repair or refund as appropriate, and we will cover reasonable return costs when a return is required.
Contact
Order and delivery enquiries: thedealer@whitehotpoker.co.uk
Formal complaints: thefloor@whitehotpoker.co.uk
This policy does not affect your statutory rights.
