Shipping policy

Last updated: May 2026

1. Our Shipping Commitment

We are committed to delivering your order as efficiently as possible while maintaining the highest standards of care in packaging and dispatch. This Shipping Policy outlines all relevant information regarding order processing, dispatch timelines, delivery estimates, tracking, and related responsibilities. By placing an order on our store, you confirm that you have read and accepted the terms set out in this policy in full.

2. Order Processing Time

All orders are processed within 1 to 3 business days from the date of purchase. Business days are defined as Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing on the next available business day. Processing includes order verification, quality checks, and preparation for dispatch. Please note that processing time is separate from and in addition to shipping transit time.

During periods of exceptionally high order volume, such as promotional campaigns, product launches, or viral social media activity, processing times may extend slightly beyond the standard window. In such cases, we will do our best to notify affected customers promptly.

3. Shipping Transit Times

Once your order has been processed and dispatched, the following estimated transit times apply:

Standard international shipping: 7 to 12 business days from the date of dispatch under normal conditions. During periods of high demand, significant promotional activity, or when our products experience increased viral exposure on social media platforms, transit times may be extended. In such cases, delivery may take between 15 and 30 business days from the date of dispatch.

All orders are guaranteed to be delivered within a maximum of 30 business days from the date of dispatch, barring circumstances entirely outside of our control as described in Section 7 of this policy.

All shipping timeframes provided are estimates based on standard carrier performance and are not contractual guarantees. Actual delivery times may vary based on destination country, customs processing, carrier workload, and other external factors.

4. International Shipping

We ship internationally to a wide range of countries worldwide. As all of our orders are shipped internationally, customers should be aware of the following:

Packages may be subject to customs inspection upon entry into the destination country. Customs processing times vary by country and are entirely outside of our control. Any applicable customs duties, import taxes, or fees imposed by the destination country are the sole responsibility of the customer and are not included in the order total or shipping cost. We are unable to predict or advise on the customs regulations of individual countries, and we recommend that customers familiarise themselves with their local import regulations prior to placing an order.

5. Tracking Information

Once your order has been dispatched, tracking information will be sent automatically to the email address provided at checkout. Please allow up to 5 business days after dispatch for tracking information to become active and visible in the carrier's system, as updates may be delayed during initial transit stages.

In rare instances, tracking confirmation emails may not be delivered due to system errors, email provider filtering, or spam settings. If you have not received tracking information within 5 business days of placing your order, it is the customer's responsibility to contact us directly. The absence of a tracking email does not indicate that your order was not dispatched.

Please note that tracking updates may not occur continuously throughout transit, particularly during international legs of the journey or customs clearance. Gaps in tracking activity are normal and do not indicate that a package is lost.

6. Tracking Support

If you require assistance locating your tracking information or interpreting tracking updates, please contact our support team at peterpanville@gmail.com. Include your full name and order number in your message and we will manually retrieve and provide your tracking details within 1 to 2 business days.

7. Delays Outside Our Control

While we make every effort to ensure timely delivery, there are circumstances beyond our control that may cause delays. These include but are not limited to customs inspections and clearance procedures, national or international public holidays, severe weather conditions or natural disasters, carrier operational disruptions or backlogs, industrial action, and global logistical disruptions. We are not liable for delays caused by any of the above circumstances once the package has been handed over to the carrier. In such cases, we will cooperate fully with the carrier to resolve the situation as quickly as possible.

8. Lost or Undelivered Packages

If your tracking information shows no movement for an extended period, or if your order has not arrived within 30 business days of the dispatch date, please contact us at peterpanville@gmail.com with your order number. We will open an investigation with the carrier on your behalf. Investigations may take between 7 and 14 business days to conclude.

If a package is confirmed lost by the carrier, we will offer a replacement shipment or a full refund at our discretion. We are not responsible for packages confirmed as delivered by the carrier to the address provided at checkout.

9. Incorrect Shipping Information

Customers are solely responsible for ensuring that all shipping information entered at checkout is accurate, complete, and correctly formatted. This includes the recipient name, full street address, city, postal code, country, and any applicable apartment or unit numbers. We are not responsible for failed deliveries, delays, or lost packages resulting from incorrect, incomplete, or illegible shipping information provided by the customer. In the event that a package is returned to us due to an addressing error on the part of the customer, the customer will be responsible for any reshipping costs incurred.

10. Delivery Attempts and Undeliverable Packages

In some destinations, carriers may require a signature upon delivery or may attempt delivery multiple times before leaving a collection notice. It is the customer's responsibility to ensure that someone is available to receive the package or to collect it from the designated pickup location within the timeframe specified by the carrier. Packages that are not collected within the carrier's holding period may be returned to us. In such cases, reshipping fees will apply and are the responsibility of the customer.

11. Packaging

All orders are packaged with care to ensure items arrive in the best possible condition. If you receive a package that appears to have been significantly damaged during transit, we recommend documenting this with photographs before opening it and contacting us immediately at peterpanville@gmail.com. This documentation will support any damage claim that may need to be raised with the carrier.

12. Agreement

By placing an order on our store, you confirm that you have read, understood, and agreed to the terms set out in this Shipping Policy. If you have any questions regarding our shipping practices prior to placing your order, we encourage you to contact us before completing your purchase.

13. Contact Us

For all shipping related inquiries, please reach us at peterpanville@gmail.com. Please include your order number in all correspondence. Our support team aims to respond to all messages within 1 to 2 business days, Monday through Friday.