Returns Policy

Customer Service

Returns Policy

Damaged, incorrect or faulty items

Please note all damages on receipt of the parcel need to be reported to our Customer Services Team via phone or email within 3 working days.

We will be able to offer a replacement or refund for the item as long as this is reported in a reasonable amount of time. In some cases we will need to wait for the damaged/faulty item to get back to us (we may collect this or ask you to post this and we will reimburse the charges) before we can replace or refund this. 

Before returning any item please contact us by phone (020 7733 8808) or email If we are not contacted, we will not be held responsible for any return postage charges that may not have been necessary.

You will also need to mark the outer packaging of your return with your order number or invoice  and ensure the parcel has suitable packaging for transit.

The address for all returns is:

Pub Paraphernalia
Unit 5, Valmar Trading Estate

Valmar Road

London SE5 9NW

Unwanted items

If you have a change of heart regarding your order, please contact our Customer Services within 30 days of receipt to arrange return of the items for a refund. The costs of returning goods to us shall be borne by you. You are also responsible for the goods while in transit until they reach our offices. Responsibility for loss or damage while in transit shall be borne by you or for you to dispute with your delivery service providers.

Please note however, that all unwanted returned items must be in a full un-used condition and in the original packaging.

Upon receipt we will provide a refund to the value paid for the items returned.

Goods returned but lost in transit

We request that customers take reasonable care of their goods until they are returned to Pub Paraphernalia. We recommend that goods are suitably packaged for transit and that a secure and traceable delivery service is used. Please ensure that you get a receipt for proof of dispatch. In some circumstances, we may either collect the goods or ask you not to return the goods. If your parcel is lost transit, please make your claim with the courier used to return the goods.

Refunds & replacements

All returns will be processed and acted upon within 10 working days of receipt. If you chose a refund the amount of time this takes to show in your account will depend on your provider and account type (usually around 3 days). If you choose a replacement, delivery will take our usual  standard delivery time.