Frequently Asked Questions

Welcome to our Frequently Asked Questions page.

Below you can find answers to common questions regarding products, orders, payment, shipping, tracking, returns, refunds and customer support.

If you cannot find the information you need, please contact our customer service team using the contact details available on our website.

1. Where do you deliver?

We currently provide delivery to eligible destinations throughout Europe, including Germany where delivery is available.

Shipping availability may depend on:

  • Destination country;

  • Postal code;

  • Product type;

  • Package size or weight;

  • Carrier availability;

  • Customs restrictions; and

  • Local transportation requirements.

The available delivery options for your address will normally be displayed during checkout.

2. How long does order processing take?

Orders are normally processed within:

1–2 business days

after the order has been successfully placed and confirmed.

Business days are generally Monday through Friday, excluding applicable public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing may occasionally take longer where payment, address or fraud-prevention verification is required.

3. How long does delivery take?

For eligible European destinations, estimated standard shipping time is generally:

5–7 business days after dispatch.

This does not include our normal 1–2 business day processing period.

Therefore, a typical order may require approximately:

1–2 business days processing + 5–7 business days shipping.

Delivery periods are estimates unless a guaranteed delivery service has specifically been confirmed.

4. Will I receive tracking information?

Where tracking is available, yes.

After your order has been dispatched, you may receive an email containing:

  • Carrier name;

  • Tracking number;

  • Tracking link; and

  • Shipping information.

Please make sure the email address entered during checkout is correct.

5. Why is my tracking number not working yet?

Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.

If you have recently received your shipping confirmation, please allow some time for the tracking information to update.

A temporary lack of tracking information does not necessarily mean that your parcel has been delayed.

6. What payment methods do you accept?

Available payment methods are displayed during checkout.

The methods available to you may depend on:

  • Country;

  • Currency;

  • Product;

  • Order value; and

  • Payment provider.

Only payment methods displayed during checkout are available for the relevant order.

7. Is my payment secure?

We take reasonable measures designed to provide customers with a secure checkout experience.

Our online store uses Shopify's e-commerce infrastructure and authorized payment providers.

Depending on the selected payment method, payment information may be processed directly by:

  • Shopify;

  • Banks;

  • Card networks; or

  • Independent payment service providers.

For your security, never send us your full card number, security code, online banking password or payment-account password by email.

8. Do you offer Cash on Delivery?

Cash on Delivery may be available for eligible orders and destinations where the option appears during checkout.

COD availability may depend on:

  • Country;

  • Postal code;

  • Product;

  • Order value;

  • Delivery carrier; and

  • Available delivery service.

If Cash on Delivery does not appear during checkout, it is not currently available for that particular order.

9. Can I change my order?

Please contact us as soon as possible if you need to change an order.

We will try to assist you before the order is processed or dispatched.

However, once an order has entered fulfilment or been handed to the carrier, we cannot guarantee that changes can still be made.

10. Can I cancel my order?

Please contact us as soon as possible if you wish to cancel an order.

If the order has not yet entered fulfilment or been dispatched, we will try to cancel it.

If the parcel has already been dispatched, cancellation may no longer be possible and you may need to follow the applicable return procedure.

Any statutory withdrawal or cancellation rights available to you remain unaffected.

11. What should I do if I entered the wrong delivery address?

Contact us immediately if you notice an error in your delivery address.

If your order has not yet been dispatched, we may be able to update the information.

Once the parcel has been shipped, we cannot guarantee that the carrier will be able to change the delivery address.

Customers are responsible for providing complete and accurate shipping details.

Reasonable additional shipping costs caused directly by incorrect customer-supplied information may be charged where permitted by law.

12. What happens if I am not at home when delivery is attempted?

Delivery procedures depend on the carrier.

The carrier may:

  • Attempt delivery again;

  • Leave a delivery notice;

  • Deliver the parcel to an approved collection point;

  • Hold the parcel at a local depot; or

  • Contact you for further instructions.

Please check your tracking information for the latest delivery status.

13. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

  • High carrier volumes;

  • Customs processing;

  • Severe weather;

  • Public holidays;

  • Transportation disruptions;

  • Strikes;

  • Incorrect delivery information;

  • Remote destinations; or

  • Circumstances outside our reasonable control.

If the estimated delivery period has passed and your tracking information has not been updated for an extended period, please contact us.

We will review the shipment and assist where appropriate.

14. What should I do if my parcel appears to be lost?

First, please:

  • Check the tracking information;

  • Confirm your delivery address;

  • Check with household members;

  • Check reception or concierge areas;

  • Check designated safe locations;

  • Check any delivery notice; and

  • Contact the carrier where appropriate.

If the parcel still cannot be located, contact us with your order number.

Where a shipment arranged by us is confirmed as lost before delivery, we will provide an appropriate solution in accordance with applicable consumer law.

15. What should I do if my order arrives damaged?

Please inspect your order as soon as reasonably possible after delivery.

If the product or parcel is damaged, contact us promptly and provide:

  • Order number;

  • Description of the problem;

  • Clear photographs of the product;

  • Photographs of the outer packaging;

  • Photograph of the shipping label; and

  • Video evidence where reasonably necessary.

Please keep the original packaging until the issue has been reviewed.

Once confirmed, an appropriate solution may include replacement, return, partial refund or full refund.

16. What if I receive the wrong product?

If you receive a product that is different from the one you ordered, please contact us promptly.

Please provide:

  • Your order number;

  • Photographs of the product received; and

  • A photograph of the shipping label.

Do not return the product before receiving return instructions.

Once the issue has been confirmed, we will provide an appropriate solution.

17. What if something is missing from my order?

If your order arrives with a product, component or accessory missing, please contact us promptly.

Please provide:

  • Order number;

  • Description of the missing item;

  • Photographs of everything received;

  • Photographs of the packaging; and

  • Photograph of the shipping label.

We will review the order and provide an appropriate solution where the issue is confirmed.

18. What is your return period?

We offer eligible customers a 30-day voluntary return policy.

You may request an eligible return within 30 days after receiving your order, subject to the conditions stated in our Return and Refund Policy.

For a voluntary return, products should generally:

  • Be in the condition in which they were received;

  • Be unused and undamaged;

  • Include original accessories and components;

  • Include manuals or supplied materials; and

  • Be returned in the original packaging where reasonably possible.

Proof of purchase may also be required.

Please review our full Return and Refund Policy before requesting a return.

19. Do European customers have a 14-day right of withdrawal?

Consumers in Germany and other eligible EU/EEA jurisdictions may have a statutory 14-day right of withdrawal for qualifying distance purchases.

Where this right applies, eligible consumers may withdraw from the purchase without giving a reason within the applicable statutory period.

The statutory withdrawal right is separate from our voluntary 30-day return policy.

Certain statutory exceptions may apply depending on the type and condition of the product.

20. How do I request a return?

Please contact us before sending any product back.

When requesting a return, please provide:

  • Your full name;

  • Order number;

  • Email address used for the order;

  • Product you wish to return;

  • Reason for the return; and

  • Photographs or videos where relevant.

After reviewing your request, we will provide:

  • Return authorization;

  • Correct return address; and

  • Applicable return instructions.

Do not automatically send products to our registered company address.

21. Where should I send my return?

Approved returns must be sent to the return address provided by our customer service team.

Our legal registered office is not necessarily our warehouse or return facility.

You must contact us before shipping a return.

Sending products to an unauthorized address may cause delays or prevent the return from being properly processed.

22. Who pays for return shipping?

For voluntary change-of-mind returns under our 30-day return policy, customers are generally responsible for the direct cost of returning the product unless we expressly agree otherwise.

Where an applicable statutory EU/EEA withdrawal right is exercised, customers may also be responsible for direct return costs where permitted by law and where this responsibility has been properly communicated.

However, reasonable return shipping costs will normally be covered by us where the return is caused by:

  • A defective product;

  • A product damaged during delivery;

  • An incorrect product;

  • Missing components; or

  • Another confirmed error for which we are responsible.

Please contact us before returning any product.

23. Can I return a product that has been used?

Products returned under our voluntary return policy should generally be unused and in substantially the same condition in which they were received.

For outdoor and camping products, significant signs of use may include:

  • Dirt;

  • Mud;

  • Sand;

  • Scratches caused by use;

  • Installation marks;

  • Missing components;

  • Modification; or

  • Other significant wear.

Where permitted by law, a refund may be reduced if the value of a product has been reduced through handling or use beyond what was reasonably necessary to inspect it.

This does not affect statutory rights concerning defective or non-conforming goods.

24. Are there products that cannot be returned?

Some products may be excluded from voluntary returns or statutory withdrawal where permitted by applicable law.

Examples may include:

  • Personalized products;

  • Custom-made products;

  • Certain sealed hygiene-sensitive products after opening;

  • Perishable products;

  • Opened consumables;

  • Gas cartridges;

  • Fuel;

  • Flammable materials;

  • Pressurized containers; and

  • Other regulated or hazardous goods.

Certain outdoor products may also require special return transportation procedures.

Please contact us before attempting to return regulated or hazardous products.

25. Can I exchange an item?

Depending on stock availability, exchanges may be possible.

Please contact us before returning the original product.

In some cases, the fastest option is to:

  1. Return the original eligible product;

  2. Receive the applicable refund; and

  3. Place a new order for the desired model or variation.

We cannot guarantee replacement inventory while a return is being processed.

26. How long does a refund take?

Once a returned product has been received and inspected, we will notify you whether the refund has been approved.

For eligible returns under our voluntary 30-day return policy, approved refunds are normally processed to the original payment method within:

10 business days after approval.

Your bank, card issuer or payment provider may require additional time before the refund appears in your account.

Where a statutory consumer withdrawal right applies, refunds will be processed within the applicable legal period.

27. Will my original shipping cost be refunded?

This depends on the type of return.

Where an applicable statutory withdrawal right requires us to refund outbound delivery costs, we will reimburse the amount required by law.

This will generally be limited to the cost of the least expensive standard delivery option offered for the relevant order.

Additional costs for premium, express or upgraded shipping may not be refundable beyond the standard delivery amount.

For voluntary change-of-mind returns outside the statutory withdrawal period, original shipping charges may not be refundable unless otherwise required by law.

28. Are taxes, VAT and customs charges included?

Applicable taxes and other charges will be displayed during checkout where required and reasonably possible.

Cross-border orders may potentially involve:

  • VAT;

  • Customs duties;

  • Import taxes;

  • Clearance fees; or

  • Other governmental charges.

Whether these apply depends on the destination, dispatch location, product and applicable rules.

Where charges are collected by us during checkout, they will be reflected in the order total.

29. Can my order arrive in more than one parcel?

Yes.

Orders containing multiple products may occasionally be divided into separate shipments because products may be:

  • Stored at different fulfilment facilities;

  • Shipped using different carriers; or

  • Ready for dispatch at different times.

You may therefore receive more than one:

  • Tracking number;

  • Shipping confirmation; or

  • Delivery date.

If you receive only part of your order, please check whether another shipment is still in transit before reporting the remaining items as missing.

30. Do you ship batteries or regulated camping products?

Some batteries, gas-related products, fuel products, pressurized containers or other regulated goods may be subject to special transportation requirements.

Availability may depend on:

  • Destination;

  • Local law;

  • Product classification; and

  • Carrier restrictions.

If a product cannot legally or safely be shipped to your destination, we may cancel the affected product or order and refund any applicable prepaid amount.

31. Is my personal information protected?

We process customer information in accordance with our Privacy Policy and applicable data protection requirements.

Personal information may be used for purposes such as:

  • Processing orders;

  • Processing payments;

  • Arranging shipping;

  • Providing customer support;

  • Managing returns and refunds;

  • Preventing fraud; and

  • Complying with applicable legal requirements.

Please review our Privacy Policy for full information about how personal information is handled.

32. How do I unsubscribe from marketing emails?

Where marketing communications are available, you may normally unsubscribe by using the unsubscribe link contained in the relevant promotional email.

Unsubscribing from marketing communications does not prevent us from sending necessary service-related messages concerning:

  • Orders;

  • Payments;

  • Shipping;

  • Delivery;

  • Returns;

  • Refunds; or

  • Account security.

33. How do I contact customer service?

For questions concerning:

  • Products;

  • Orders;

  • Payments;

  • Shipping;

  • Tracking;

  • Delivery;

  • Returns;

  • Refunds;

  • Damaged products;

  • Missing items; or

  • Other customer service matters,

please use the contact information or contact form available on our website.

When contacting us regarding an order, please include your order number so that we can assist you more efficiently.

34. Who operates this online store?

This online store is operated by:

PORKY'S PIZZA LIMITED

Company Number: 16441253

Registered Office:
Fordell House
Stoney Road
Garndiffaith
Pontypool
Wales
NP4 8PY
United Kingdom

Country: United Kingdom

Please note that this address is the Company's legal registered office and is not necessarily our return warehouse or fulfilment centre.

For returns, please obtain the correct return address from our customer service team before sending any product.

35. Where can I find your full store policies?

For more detailed information, please review the relevant pages available on our website, including:

  • Return and Refund Policy;

  • Shipping Policy;

  • Privacy Policy;

  • Terms of Service;

  • Legal Notice / Imprint; and

  • Contact Information.

These policies contain more detailed information regarding your order and your rights.

If your question is not answered above, please contact our customer service team through the contact information available on our website.