Shipping Policy
We know you and your pet are excited to receive your order, so we work hard to get every parcel dispatched quickly and safely. This Shipping Policy explains our processing times, delivery options, costs and what to do if something goes wrong. Our store is operated by Happy Cart Limited, trading as Pastelpup.
Order processing times
Orders are typically processed within 1 to 3 business days after payment is confirmed. Orders placed at weekends or on public holidays will be processed on the next business day. During busy periods or sales, processing may take a little longer, and we appreciate your patience.
UK delivery times and carriers
We deliver across the United Kingdom using trusted carriers such as Royal Mail and established courier services. Once dispatched, standard UK delivery usually takes 3 to 7 business days, depending on your location and the service selected at checkout. Please note that delivery times are estimates and are not guaranteed.
Shipping costs and free delivery
Shipping costs are calculated and displayed at checkout before you complete your order. We are pleased to offer free UK delivery on orders over £40. Orders below this threshold are charged a small, clearly shown delivery fee.
Order tracking
Where tracking is available, we will send you a tracking number by email once your order has been dispatched so you can follow its progress. Please allow up to 24 hours for tracking information to update.
Delays
Occasionally, delivery may be delayed due to circumstances beyond our control, such as adverse weather, carrier disruption or high demand. If your order is significantly delayed, please contact us and we will do our best to help.
Incorrect delivery address
Please check your delivery details carefully at checkout, as we are unable to redirect parcels once they have been dispatched. If an order is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery, which may incur an additional postage charge.
Lost or missing parcels
If your order has not arrived within the expected timeframe, please contact us at support@pastelpupco.co.uk with your order number. We will liaise with the carrier and work with you to resolve the matter promptly.
International orders
We currently focus on delivering within the United Kingdom. If you are ordering from outside the UK, please contact us before placing your order to check whether delivery to your location is available. Any customs duties or import taxes are the responsibility of the recipient.
Contact us
If you have any questions about shipping or delivery, please email us at support@pastelpupco.co.uk.