Shipping, delivery and orders: your questions
Where do my orders come from?
Every order is supplied by one wholesale supplier, Matterhorn Wholesale, from a single warehouse in Poland. We do not hold stock ourselves and we do not handle, inspect or pack your parcel. The supplier sends it directly to you.
Why does my parcel show a different company name?
The sender on the parcel may be our supplier's name rather than PoshPinnacle. It is still your PoshPinnacle order, and your contract is with us. Your order number is on the confirmation email, so you can match it.
Can I choose my courier, ask for express delivery or collect my order?
No. We offer one delivery service. Our supplier chooses the carrier for each destination, and we cannot select a faster one, use a courier of your own or arrange collection.
Which countries do you deliver to?
United Kingdom, Germany, France, Italy, Spain, Denmark and Sweden.
How long does delivery take?
The times below are in working days (Monday to Friday, excluding public holidays). They run from the day we place your order with our supplier. They cover the supplier getting your parcel ready for dispatch, the carrier's transit time, and a margin we add for delays that are outside our control. We would rather give you a time we can keep than one we might miss.
| Destination | Working days |
|---|---|
| Germany | 4 to 9 |
| France | 5 to 9 |
| Italy | 5 to 9 |
| Sweden | 5 to 8 |
| Spain | 6 to 10 |
| Denmark | 6 to 12 |
| United Kingdom | 7 to 11 |
These are estimates, not guarantees. You will receive tracking details once your order has been dispatched.
Why is delivery to the United Kingdom slower than to Germany?
Parcels travel from Poland. For the United Kingdom the carrier's transit alone is around 5 to 6 days, against 2 to 4 days to Germany.
What if an item is out of stock after I order?
Our supplier holds the stock, and an item can sell out between your order and our supplier confirming it. If that happens we will email you to offer a refund or, where there is one, a similar item.
Why was only part of my order refunded?
If one item in your order cannot be supplied, we refund that item and send the rest as normal.
Will I pay customs charges, import VAT or sales tax?
Germany, France, Italy, Spain, Denmark and Sweden. Your parcel travels from Poland to another country inside the European Union, so it does not pass through customs. No carrier will ask you for customs duty or an import charge when it is delivered.
United Kingdom. Your parcel is sent from Poland. We have not yet confirmed with our supplier how VAT and customs charges are handled on parcels sent from Poland to the United Kingdom, so we cannot promise that nothing further will be asked of you on delivery. If a carrier asks you for a payment, please contact us before paying: support@poshpinnacle.com.
If you refuse to pay a charge that is properly due and the parcel is returned or destroyed, our Returns and Refunds page explains what we may deduct from any refund.
Can I cancel an order, and what does returning an item involve?
Yes. You can cancel within 14 days of receiving your goods, and our Returns and Refunds page also allows returns for change of mind within 30 days of delivery. Email support@poshpinnacle.com with your order number and we will send you the return address. Please wait for it before sending anything back, so the parcel goes to the right place.
Because orders are sent from Poland, the return address we give you may not be in the United Kingdom. We will tell you the address before you send anything, so you can decide knowing what it will cost. Return postage for a change of mind is paid by you. If an item is faulty, we cover return postage.
Full conditions, any fees and refund timings are on the Returns and Refunds page. Nothing on that page, or on this one, removes your statutory rights.
What if my item is faulty or damaged?
We are sorry if that happens. Please contact us as soon as you notice, with your order number and clear photos, at support@poshpinnacle.com. We will offer you a replacement or a refund, whichever you prefer, where a replacement is available. See Returns and Refunds for the process.
Do you offer exchanges?
Not directly. You can return an item for a refund under our Returns and Refunds page and place a new order for the size or colour you would prefer.
My parcel was returned because I was not in or refused it. What happens?
Please check your delivery address and that someone can receive the parcel. If a parcel comes back because the address was wrong, it was refused or it was not collected, deductions from a refund may apply. They are set out on the Returns and Refunds page.
Who is PoshPinnacle?
PoshPinnacle is a trading name of Sonak Media Ltd, registered in England and Wales under company number 11735520. Our full details are on the Terms and Conditions page.
