DELIVERY POLICY

DELIVERY POLICY

For Pawdrobe HQ

Last updated: May 2026

1. ABOUT THIS POLICY

This Delivery Policy explains how Pawdrobe HQ processes and delivers orders placed through our website, social media channels and direct sales.

This policy should be read alongside our:

• Terms & Conditions;

• Returns & Refunds Policy; and

• Privacy Policy.

Nothing in this policy affects your statutory rights under UK consumer law.

2. CONTACT DETAILS

Pawdrobe HQ
Jan Greatbanks trading as Pawdrobe HQ
Liverpool, United Kingdom

Email: [email protected]

3. ORDER PROCESSING TIMES

As many Pawdrobe HQ products are handmade or made to order, processing times may vary.

Estimated processing times are displayed on the website at the time of ordering.

Unless otherwise stated:

• orders are usually despatched within 10 working days;

• during busy periods, despatch may take up to 15 working days.

Working days are Monday to Friday excluding public holidays.

Processing times do not include courier or postal delivery times.

4. DELIVERY METHODS

Orders are delivered using third-party postal or courier services, including Royal Mail where applicable.

Available delivery services and charges will be shown during checkout before payment is completed.

We reserve the right to use alternative delivery providers where necessary.

5. DELIVERY TIMES

Estimated delivery times are provided for guidance only and are not guaranteed.

Delivery delays may occur due to:

• postal disruption;

• courier delays;

• severe weather;

• customs processing;

• industrial action;

• high seasonal demand;

• events outside our reasonable control.

Unless otherwise agreed, goods will be delivered within 30 days of contract formation in accordance with the Consumer Rights Act 2015.

6. DELIVERY ADDRESS RESPONSIBILITY

Customers are responsible for ensuring that:

• delivery addresses are accurate;

• contact details are correct;

• safe delivery access is available where required.

Pawdrobe HQ is not responsible for delays or losses caused by incorrect delivery information provided by the customer.

If an order is returned to us due to incorrect delivery details or failed collection, additional postage charges may apply before redelivery.

7. RISK AND OWNERSHIP

Ownership of goods transfers only once full payment has been received.

Risk in the goods passes to the customer upon confirmed delivery to the delivery address provided at checkout.

8. LOST, DELAYED OR MISSING PARCELS

If your order has not arrived within the estimated timeframe, please contact us promptly.

We may require reasonable time to:

• investigate with the delivery provider;

• confirm delivery status;

• process claims where applicable.

Replacement or refund remedies will be provided where legally required.

We are not responsible for delays caused by:

• customs processes;

• inaccurate customer information;

• failed delivery attempts;

• events beyond our reasonable control.

9. DAMAGED PARCELS

If your parcel arrives visibly damaged:

• please photograph the packaging and contents where possible;

• contact us promptly with details of the issue.

This assists us in investigating claims with delivery providers.

Your statutory rights regarding faulty or damaged goods remain unaffected.

10. INTERNATIONAL DELIVERY (Pawdrobe HQ is currently only delivering within the UK)

International delivery availability may vary.

Customers outside the United Kingdom may be responsible for:

• customs duties;

• import taxes;

• local handling charges;

• regulatory fees.

These charges are the customer’s responsibility.

We are not responsible for:

• customs delays;

• import restrictions;

• local regulations affecting delivery.

11. DIGITAL PRODUCTS

Digital products are delivered electronically.

Customers are responsible for:

• providing a correct email address;

• ensuring download compatibility;

• checking spam or junk folders where necessary.

Delivery of digital products is usually immediate but may occasionally be delayed due to technical issues.

12. DELIVERY RESTRICTIONS

We reserve the right to refuse or restrict delivery where:

• delivery is unavailable;

• fraudulent activity is suspected;

• legal or regulatory restrictions apply.

Where an order cannot be fulfilled, a refund will be issued where appropriate.

13. FORCE MAJEURE

We are not liable for delivery delays or failures caused by events beyond our reasonable control, including:

• severe weather;

• natural disasters;

• industrial disputes;

• transport disruption;

• pandemics;

• internet outages;

• governmental restrictions.

Where such events occur, delivery obligations may be suspended for the duration of the event.

14. CONTACT US

If you have any questions regarding delivery, please contact:

Pawdrobe HQ
Jan Greatbanks trading as Pawdrobe HQ
Liverpool, United Kingdom

Email: [email protected]