Frequently Asked Questions

Our customer support team would love to answer any question you might have. Simply use the contact form or send an e-mail to support@podur.co.uk to get in touch with us.

To request a return, simply follow the instructions here.

You are eligible for an exchange within 14 days of receiving your item. To request an exchange, simply follow the instructions on our returns portal.

The security ribbon is a tamper-proof feature attached to our garments to ensure they are unworn and in original condition when returned. It is carefully secured to a noticeable part of the garment and is designed to stay in place unless deliberately removed.

 

The security ribbon is firmly fastened and thoroughly tested to withstand normal handling - see attached video.

 

If the ribbon appears loose or detached upon receiving your item, please contact us immediately at support@podur.co.uk.

 If the ribbon has been removed or tampered with after delivery, unfortunately, the garment will not be eligible for return or exchange.

The ribbon has undergone quality testing and with normal wear, it will remain on. Avoid pulling or tugging near the ribbon to maintain its secure attachment. If you experience any issues, reach out to us for assistance.

International customers:

To ensure that our customers can stay updated on where their parcel is, all our shipping options include tracking. You may choose between standard or express shipping depending on how quickly you would like to receive your order. The delivery time will be indicated during checkout.

UK customers:

UK customers can choose between Royal Mail Tracked (delivery within 48 hours once dispatched) and Royal Mail Express (delivery within 24 hours once dispatched). Both services provide tracking at 4 steps, as well as SMS notifications.

We offer our customers reasonable shipping charges. Depending on the country to which your order is being shipped, you may choose standard or express delivery.

General Shipping Prices:

Country Specific Shipping Prices:

* Free standard shipping applies to orders above £50 / €60 / $65.

We use FEDx for express shipping and a number of different couriers for standard shipping based on availability and delivery time.

UK orders are delivered by Royal Mail.

Once your order is packed and delivered for pick up, you will receive an e-mail from us with your tracking number. To see the status of your order click on the tracking number.

If you didn't receive a tracking number, kindly contact our customer service team.

If your purchase isn't completely satisfactory, we're happy to accept your return within 14 days of receiving your item.

To request a return, simply follow the instructions HERE

Requirements for a return/exchange:

• Purchases made during the sale are eligible exclusively for returns in the form of store credit.
• Item must be in the same condition it was received in.
• Security ribbon must be attached to item - if it is removed / damaged we will not refund the item under any circumstances.
• Item must be unwashed, unworn and have no traces of perfume or deodorant.
• Item must be in the original packaging.
• Item must be shipped within 5 working days of refund/exchange approval.

Shipping details:

• Once your return is approved, you'll be offered a tracked return label—using this is highly recommended, and the cost will be deducted from your refund.
• If you choose not to use our label, you must provide valid tracking details and proof of delivery.

For detailed information on our return policy, please click here

You can cancel or edit an order within 30 minutes of placing the order yourself, on your order confirmation page. Beyond that, we cannot make any edits. 

Please ensure you choose the right address and contact information for your orders. 

We accept all major credit cards including American Express, Visa, MasterCard and Discover. We also accept PayPal, Google Pay and Apple Pay. Recently we have partnered with payment methods that are much used in selected countries or regions.

PODUR Points do not expire

To maintain the quality and longevity of your dresses, we recommend dry cleaning your dresses. If unable to do so, wash them on a delicate cycle in cold water. We advise against using a dryer, as it can damage the fabric and affect the fit. Instead, lay your items flat to dry or hang them in a shaded area to avoid direct sunlight.

For minor stains, gently blot the area with a damp cloth and a small amount of mild detergent. Avoid rubbing, as it can damage the fabric.

Hand wash embellished pieces but ideally dry clean.

Certain fabrics, like our satin and delicate linen items, are best cared for through professional dry cleaning.

Store your dresses in a cool, dry place away from direct sunlight. For delicate or embellished items, consider hanging them on padded hangers or folding them with tissue paper to maintain their shape.