Frequently Asked Questions

Find quick answers to our most common questions below. Can't find what you're looking for? Contact our team and we'll be happy to help.

Ordering & Payment

What payment methods do you accept?

We accept all major credit and debit cards, along with Apple Pay, Google Pay, and Link, all processed securely through Stripe. We do not currently accept PayPal.

How secure is my payment?

Your payment is fully secure. We use industry-standard SSL encryption at checkout, and all payments are processed through Stripe, a PCI DSS compliant payment provider. We never see or store your full card details.

I placed my order but didn't receive a confirmation email

Don't worry – this is usually easy to resolve. First, check your spam or junk folder, as confirmation emails can occasionally end up there. You can also check your bank or card statement to confirm the payment went through. If you still can't find any confirmation, contact us with your full name, email address, and the delivery address used at checkout, and we'll locate your order.

Can I change or cancel my order after placing it?

Yes, if your order hasn't been processed yet. Our order cut-off time is 4:00 PM (GMT/BST), and processing takes 1–2 business days. Contact us as soon as possible after placing your order – once it has entered processing or been dispatched, it can no longer be changed or cancelled, though you're welcome to return it under our Return & Refund Policy once received.

Shipping & Delivery

Which countries do you ship to?

We currently deliver exclusively within the United Kingdom. We do not ship internationally at this time.

How much does shipping cost?

Shipping is completely free on every order, with no minimum spend, and all prices include VAT – there are no hidden fees or charges added at checkout or on delivery.

When will my order arrive?

Orders are processed within 1–2 business days, then take a further 6–9 business days in transit – so most orders arrive within 7–11 business days of being placed. You'll receive a dispatch confirmation email as soon as your order is on its way.

How can I track my order?

Once your order has shipped, we'll email you a tracking number so you can follow its progress. You can also check your order status anytime using our Track Your Order page.

What should I do if my order arrives with missing or incorrect items?

Please contact us straight away at support@goupick.com with your order number and a description of the issue, and we'll resolve it as quickly as possible.

Returns & Refunds

What is your return policy?

You have 30 days from the date of delivery to return most items, provided they're unused, unworn, and in their original packaging with tags attached. Full details are available in our Return & Refund Policy.

How do I start a return?

Email us at support@goupick.com with your order number, the item(s) you'd like to return, and the reason for the return. We'll send you return instructions once approved – please don't send anything back before receiving confirmation.

When will I receive my refund?

Once your return is received and approved, we'll issue your refund to your original payment method within 5 business days. Please allow a few extra days for your bank or card provider to process it.

Pricing & Taxes

Are your prices inclusive of VAT?

Yes. All prices shown on our website already include UK VAT, and there are no additional taxes or duties to pay, since we only ship within the UK.

Still Have Questions?

If you couldn't find the answer you were looking for, our team is happy to help.

Email	support@goupick.com
Phone	+44 7412 812590
Customer Service Hours	Mon–Fri, 9:00 AM–5:00 PM, GMT

We aim to respond to all enquiries within 24 hours on business days.