Shipping policy

Last updated: 30 July 2026

This Shipping Policy explains how Pawbertons processes and delivers orders.

1. Shipping Destinations

Available shipping destinations are shown during checkout.

We may be unable to deliver certain products to some countries or regions because of carrier limitations, customs restrictions, legal requirements or supplier availability.

2. Order Processing

Orders are subject to payment verification, availability and fraud-prevention checks.

The estimated processing and delivery information applicable to your order will be displayed on the product page, during checkout or in your order confirmation where available.

Processing time is separate from delivery time.

Orders placed during weekends, public holidays, promotional campaigns or peak periods may require additional processing time.

3. Multiple Fulfilment Locations

We work with international suppliers, fulfilment partners and logistics providers.

Products may be shipped from different fulfilment locations, including locations outside the United Kingdom.

Where an order contains multiple products:

  • Products may be dispatched separately;
  • Products may arrive on different dates;
  • Different tracking numbers may be provided; and
  • Receiving one package does not necessarily mean the full order has been delivered.

Separate shipments do not result in additional shipping charges unless shown and accepted during checkout.

4. Delivery Estimates

Delivery times displayed on our website are estimates and are not guaranteed unless expressly stated otherwise.

Delivery may be delayed by:

  • Customs inspections;
  • Import processing;
  • Carrier congestion;
  • Peak shopping periods;
  • Weather;
  • Public holidays;
  • Industrial action;
  • Remote delivery locations;
  • Incorrect address information;
  • Security checks; or
  • Events outside our reasonable control.

We are not responsible for delays caused solely by customs authorities, carriers or circumstances outside our reasonable control. This does not affect any mandatory rights available under applicable consumer law.

5. Shipping Charges

Shipping charges are calculated and displayed during checkout where applicable.

Charges may depend on:

  • Destination;
  • Product type;
  • Package weight and dimensions;
  • Delivery method; and
  • Current carrier rates.

The customer must review and accept shipping charges before completing the order.

6. Tracking

Where tracking is available, tracking information will be sent by email or made available through the order-status page.

Tracking information may take several business days to update after dispatch.

Some local postal services provide limited tracking or only update tracking after the parcel enters the destination country.

7. Customs Duties and Import Taxes

International shipments may be subject to import VAT, customs duties, brokerage charges, local taxes or carrier handling fees.

Unless expressly stated at checkout, these charges:

  • Are not included in the purchase price;
  • Are not included in the shipping fee;
  • Are determined by the destination country; and
  • Are the customer’s responsibility.

We do not control these charges and cannot guarantee their amount.

Customers are responsible for checking local import rules before placing an order.

8. Incorrect or Incomplete Addresses

Customers must provide a complete and accurate delivery address.

Pawbertons is not responsible for delivery problems caused by:

  • Incorrect house or building numbers;
  • Missing apartment or unit details;
  • Incorrect postcodes;
  • Incorrect recipient names;
  • Incomplete addresses; or
  • Outdated contact information.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after processing or dispatch has begun.

Additional shipping costs resulting from an incorrect or incomplete address may be charged to the customer.

9. Delivery Attempts and Unclaimed Parcels

The customer is responsible for:

  • Monitoring tracking information;
  • Being available to receive the parcel where required;
  • Collecting the parcel from a collection point;
  • Responding to carrier or customs requests; and
  • Paying applicable import charges.

If a parcel is returned because it was refused, unclaimed, not collected or not cleared through customs, any refund may be reduced by shipping, return, customs, storage and handling costs, where legally permitted.

10. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it:

  1. Check the delivery address on your order.
  2. Check entrances, safe places and mail areas.
  3. Ask household members, neighbours, reception staff or building management.
  4. Contact the delivery carrier.
  5. Contact us at info@pawbertons.com.

Reports should be submitted promptly so that a carrier investigation can be requested.

A “delivered” tracking scan does not automatically prevent us from investigating a genuine delivery problem.

11. Lost Parcels

A parcel is not considered lost merely because tracking has temporarily stopped updating.

Where a shipment is significantly overdue, contact us so that we can investigate with the carrier or fulfilment partner.

We may need to wait for the carrier’s investigation or official lost-parcel period before issuing a replacement or refund.

12. Damaged Packages

If a parcel arrives damaged:

  • Photograph the outer packaging before opening;
  • Photograph the shipping label;
  • Photograph the internal packaging;
  • Photograph or record video of the damaged product; and
  • Contact us promptly.

Keep all packaging and damaged products until the claim has been reviewed.

13. Order Changes and Cancellations

Contact us as soon as possible to request a change or cancellation.

We cannot guarantee changes or cancellations once an order has entered processing, fulfilment or shipment.

14. Contact

For shipping enquiries, contact:

Pawbertons
Suite 10293
5 Brayford Square
London E1 0SG
United Kingdom

Email: info@pawbertons.com

Please include your order number when contacting us.