Shipping policy

This policy explains how we deliver orders. It forms part of our terms of sale. For a quick summary, see Delivery & returns.

Where we deliver

We deliver to addresses in England, Scotland and Wales.

We can't currently deliver to Northern Ireland, the Isle of Man, the Channel Islands or anywhere outside the UK.

Delivery charges

Tracked standard delivery costs £3.99 per order.
Delivery is free when your basket total, after any discounts, is over £40.

You'll see the delivery charge before you pay.

Orders are sent from a warehouse in the UK, so there are no customs or import charges to pay.

Dispatch and delivery times

Our UK fulfilment partner packs and sends your order.

We aim to dispatch orders within 1–2 working days.
Delivery usually takes 3–7 working days from when you order.

These times are estimates, not guarantees. Working days are Monday to Friday, not including bank holidays.

Tracking

When your order is dispatched, we'll email you a tracking link. You can also track your order on our tracking page.

Orders in more than one parcel

Your order may arrive in more than one parcel, sometimes on different days. You only pay for delivery once per order.

Late, lost or damaged parcels

Your order is our responsibility until it's delivered to you, or to someone you've asked to receive it for you.

Late: if your order hasn't arrived within the estimated time, check your tracking, then contact us.
Marked as delivered but not received: check any safe place and with your neighbours, then contact us.
Lost: if your parcel is lost on its way to you, we'll send a replacement or give you a full refund.
Damaged: if something arrives damaged, email hello@puddlebury.co.uk. Photos of the item and the packaging help. We'll put it right as set out in our returns and refunds policy.

If delivery takes more than 30 days

Unless we've agreed a different date with you, the law says we must deliver within 30 days of your order. If we don't, you can give us a reasonable extra period to deliver. If we still don't deliver, you can cancel your order and get a full refund.

You can cancel straight away if we refuse to deliver. You can also cancel straight away if delivery by a certain date was essential, for example because you told us so before you ordered.

Delivery address

Please check your delivery address before you pay. If you spot a mistake, email hello@puddlebury.co.uk as soon as possible. We'll try to correct it before your order is dispatched.

Returns

To send something back, see our returns and refunds policy.

Questions

Email hello@puddlebury.co.uk or use our contact page.