Shipping policy

Shipping Policy

Thank you for shopping with Pawlace.

This Shipping Policy explains how we process, ship, and deliver orders placed through pawlace.shop.

1. Shipping Locations

We currently ship orders within the United Kingdom.

If shipping to other countries becomes available, the available delivery options and costs will be displayed at checkout.

2. Order Processing Time

Orders are usually processed within 1–2 business days after payment has been confirmed.

Business days are Monday to Friday, excluding UK bank holidays.

Please note that processing time is separate from delivery time.

During busy periods, promotional events, holidays, or unexpected stock delays, order processing may take slightly longer.

3. Estimated Delivery Time

After your order has been processed and dispatched, estimated delivery time is usually:

United Kingdom: 3–9 business days

Delivery times are estimates only and are not guaranteed. Delays may occur due to courier issues, weather conditions, public holidays, high order volume, incorrect address details, or circumstances outside our control.

4. Shipping Costs

We currently offer:

Standard UK Shipping: Free on all orders

If any shipping charges apply in the future, they will be clearly displayed at checkout before you complete your purchase.

5. Order Tracking

Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where tracking is available.

Please allow up to 48 hours for tracking updates to appear after dispatch.

If your tracking has not updated for several days, please contact us at:

support@pawlace.shop

6. Multiple Packages

Some orders may be shipped in separate packages, depending on product availability, fulfilment location, or warehouse processing.

If your order arrives in multiple parcels, you may receive separate tracking details for each shipment.

There is no extra shipping charge for split shipments.

7. Incorrect or Incomplete Address

Please make sure your shipping address is correct before placing your order.

Pawlace is not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete address information provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at:

support@pawlace.shop

We will do our best to update the address before the order is processed, but we cannot guarantee changes once the order has been dispatched.

8. Lost, Delayed, or Missing Orders

If your order has not arrived within the estimated delivery window, please contact us at:

support@pawlace.shop

Please include your order number and shipping details.

We will review the tracking information and work with the carrier or fulfilment partner to help locate your parcel.

If your parcel is confirmed lost, we may offer a replacement, refund, or another suitable solution depending on the situation.

9. Failed Delivery or Unclaimed Parcels

If a parcel cannot be delivered due to an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the parcel, it may be returned to the sender or fulfilment partner.

In this case, additional shipping fees may apply if the order needs to be resent.

Refunds for failed or unclaimed deliveries may exclude original shipping costs where applicable.

10. Damaged Packages

If your order arrives damaged, please contact us as soon as possible at:

support@pawlace.shop

Please include:

Your order number
Photos of the damaged packaging
Photos or videos of the damaged item
A short description of the issue

We will review the case and offer a suitable solution where appropriate.

11. Customs, Duties, and Taxes

For UK orders, prices and shipping options will be displayed at checkout.

If international shipping becomes available in the future, customers may be responsible for any customs duties, import taxes, or local fees charged by their country.

These charges are not controlled by Pawlace and are the responsibility of the customer unless stated otherwise.

12. Order Cancellations Before Shipping

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at:

support@pawlace.shop

If your order has already been processed or shipped, we may not be able to cancel it. In that case, you may need to wait for delivery and follow our Return & Refund Policy.