Shipping policy
SHIPPING POLICY
Last updated: 21 August 2026
WHERE WE SHIP
We ship within the United Kingdom, the EU and internationally.
HOW LONG ORDERS TAKE
There are two separate timescales, and it helps to think of them separately.
Dispatch time - how long we take to pack your order and hand it to the carrier. Orders are usually dispatched within 1 to 3 working days. Items with the "Signed" or "Signed + Kissed" options are packed by hand and can take a little longer, usually up to 5 working days.
Delivery time - how long the carrier takes once we have handed the parcel over.
UK orders usually arrive 2 to 3 working days after dispatch.
International orders usually arrive within 7 to 14 working days after dispatch.
Delivery times are estimates based on the carrier's own published aims. They are not guaranteed, and they do not include the dispatch time above. During drop weeks and around public holidays, both stages can take longer.
We are not responsible for delays caused by the carrier, by customs processing, or by other events outside our reasonable control. We are responsible for keeping you informed and for putting things right if your order does not arrive at all - see "If your order does not arrive" below.
WHAT SHIPPING COSTS
Shipping is charged separately from the product price. The options available to you and their exact cost are shown at checkout before you pay, based on your delivery address.
TRACKING
All orders are sent tracked. You will receive an email with your tracking number as soon as your order is dispatched. If you have not received a dispatch email within 5 working days of ordering, check your spam folder and then email shop@pupxie.pet.
DELIVERY ADDRESSES
Please double-check your delivery address at checkout. We pack from the address you give us, and we cannot change it once an order has been dispatched.
If you spot a mistake, email shop@pupxie.pet immediately with your order number. If your order has not yet been dispatched we will correct it. If it has, we will help you where we can, but a parcel sent to an address you supplied incorrectly may need to be resent at your cost.
IF YOUR ORDER DOES NOT ARRIVE
Your order is our responsibility until it physically reaches you. Under UK consumer law, goods remain at the seller's risk until they come into your possession, so a parcel lost in transit is our problem to solve, not yours.
If your order has not arrived within 10 working days of dispatch, email shop@pupxie.pet with your order number. We will investigate with the carrier and either send a replacement or refund you in full.
You do not need to contact the carrier yourself, and you do not need to prove the parcel was lost. Just tell us.
IF YOUR ORDER ARRIVES DAMAGED
Please check your parcel when it arrives. If the item is damaged, email shop@pupxie.pet within a reasonable time with your order number and a photo of both the item and the packaging. We will arrange a replacement or a refund, and we pay the return postage.
Keep the packaging until the matter is resolved, as the carrier may ask to see it.
CUSTOMS, IMPORT VAT AND DUTIES ON INTERNATIONAL ORDERS
If your delivery address is outside the United Kingdom, your order may be subject to import VAT, customs duty, or other charges applied by the country it is being delivered to. The carrier may also add a handling fee for collecting them.
These charges are not included in the price you pay us. They are set by the destination country, not by us, and we cannot tell you in advance what they will be. They are normally collected by the carrier before your parcel is delivered, and they are your responsibility to pay.
Please look up your own country's import thresholds before ordering, so there are no surprises at the door.
If a parcel is refused or returned to us because these charges were not paid, we will refund you for the goods, but we may deduct the direct cost of return carriage. This does not affect your right to cancel under our Refund Policy.
ORDER CHANGES AND CANCELLATIONS
If you need to change or cancel an order, email shop@pupxie.pet as quickly as possible with your order number. If it has not yet been dispatched we will usually be able to help.
Once an order has been dispatched, it cannot be recalled - but you still have a 14-day right to cancel after it arrives. See our Refund Policy at https://shop.pupxie.pet/policies/refund-policy for how that works.
LIMITED RUNS
Many of our products are made in limited quantities. If an item sells out or an order cannot be fulfilled for any reason, we will contact you and refund you in full.
CONTACT
Pupxie Merch
Email: shop@pupxie.pet
Telephone: +44 1202 080025
Correspondence address (letters and general mail):
Pupxie, Unit 170844, PO Box 7169, Poole, BH15 9EL, United Kingdom
Returns address (all parcels and returned goods):
Pupxie, Unit 170844, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom