FAQ

Frequently Asked Questions

How long will my order take to arrive?

Orders are processed within 1 to 3 business days. Delivery within the United Kingdom typically takes 5 to 12 business days from dispatch, depending on your location and the shipping method chosen at checkout. You can find full details on our Shipping Policy page.

Which payment methods do you accept?

We accept all major credit and debit cards. All payments are processed securely through Shopify Payments (UK) Ltd, so your card details are encrypted and protected at every step.

Can I cancel or change my order?

If you need to change or cancel your order, please contact us at support@poolavi.com as soon as possible. As a UK consumer you also have a 14-day right to cancel after receiving your goods, as explained in our Returns & Refund Policy.

What is your returns policy?

You can return most items within 14 days of receiving them, provided they are unused and in their original condition. Once we receive and inspect your return, we'll process your refund within 14 days. Full details are available on our Returns & Refund Policy page.

My item arrived damaged or faulty. What should I do?

We're sorry to hear that. Please email us at support@poolavi.com within 48 hours of delivery, including your order number and photographs of the issue, and we'll arrange a replacement or refund in line with the Consumer Rights Act 2015.

Do you ship internationally?

Where international shipping is available, please note that any customs duties or import taxes are the responsibility of the customer and are not included in the product or shipping price.

How do I track my order?

Once your order has been dispatched, you'll receive a confirmation email with a tracking number (where available) so you can follow your parcel's journey.

How can I contact you?

You can reach our customer support team by email at support@poolavi.com, Monday to Friday, 9:00am to 5:00pm (UK time). We aim to reply within 24 to 48 hours.