Shipping policy

Delivery

When will I get my order?

Most UK orders ship within 24 hours on business days and usually arrive within 1 to 3 business days after dispatch.

Orders placed on weekends or bank holidays will usually be processed on the next business day.

Delivery times are estimates and may vary during busy periods, courier delays, severe weather, strikes or other events outside our control.

Where will my order ship from?

UK orders ship from our UK fulfilment location.

How much does delivery cost?

Delivery costs, available shipping options and estimated delivery times are shown at checkout before you complete your order.

Will I be charged customs or import fees?

For orders delivered within the UK, customs fees do not apply.

For orders shipped outside the UK, customs duties, import VAT, taxes or handling fees may apply depending on your destination country. These charges are set by your local customs authority and are the customer’s responsibility unless stated otherwise at checkout.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link by email once your order has been dispatched.

If you have any questions about your tracking or shipment, contact us at hello@puppington.co.uk with your order number.

My order should be here by now. What should I do?

Before contacting us, please check:

Your shipping confirmation email to make sure the delivery address is correct.

Your tracking link, if one was provided.

Any safe place, reception area, parcel locker or collection point listed by the courier.

With neighbours, in case the parcel was accepted on your behalf.

If the address is correct and you still cannot locate your parcel, please contact us at hello@puppington.co.uk with your order number and tracking details.

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

Please contact us as soon as possible at hello@puppington.co.uk with your order number and the correct address.

If your order has not yet been dispatched, we’ll do our best to update it. If the order has already been dispatched, we may not be able to change the delivery address.

I received the wrong or damaged item. What should I do?

We’re sorry. Please contact us at hello@puppington.co.uk within 7 days of delivery with your order number, photos of the item and packaging, and a short description of the issue.

We’ll review the details and arrange a replacement, refund or other suitable solution in line with your statutory rights.