Remove this item
from your cart?
This product is made just for you
Shipping policy
Last updated: 28 October 2026
1. Where we deliver
We deliver to addresses in the United Kingdom (England, Wales, Scotland and Northern Ireland).
2. Delivery costs
| Order | Delivery cost |
|---|---|
| 1 item | £4.95 |
| 2 or more items | £7.95 |
Delivery costs include UK VAT. The delivery cost for your order is shown in the checkout before you place your order. You pay the delivery cost only once per order, even if your items arrive in separate parcels.
3. Production time
Every personalised item is made to order for you after you place your order. Production takes 3 to 7 working days.
If you add our Prio+ service to your order, we hand your order over to production as soon as you place it instead of after our usual processing. The production and delivery times in this policy still apply. Prio+ is described in clauses 3.8 and 7.3 of our Terms of Service.
4. Delivery time
4.1 After your item has been made, we hand it to the carrier. Delivery within the UK takes up to 5 working days after dispatch.
4.2 In total, you will receive your order within 12 working days after we have sent you the order confirmation. Working days are Monday to Friday, excluding public holidays.
4.3 If we cannot deliver within this time, we will let you know. In any event, we will deliver no later than 30 days after the contract is made, unless we agree a different date with you. If we do not deliver within 30 days, you can give us a further reasonable period to deliver. If we do not deliver within that period either, you may cancel the order and we will refund you in full.
4.4 If your order contains several items, the delivery time is determined by the item with the longest delivery time. Items made by different production partners may arrive in separate parcels.
5. Where your items are made
Your items are made by our production partners in several countries. Where your item comes from depends on the product. Some items are therefore sent to you from outside the UK.
6. VAT, import VAT and customs duties
6.1 All prices and delivery costs include UK VAT.
6.2 We pay any import VAT, customs duties and handling fees for all orders, including orders with a value of goods over £135. You will not have to pay anything on delivery.
6.3 If a carrier asks you to pay import charges for one of our parcels, please email support@petprinted.co.uk before you pay. If you have already paid, we will refund the amount.
7. Tracking
Where the carrier provides tracking for your parcel, we give you the tracking details by email or on request. To ask for them, email support@petprinted.co.uk with your order number.
8. If something goes wrong with your delivery
8.1 Risk. Your order is at our risk until it is delivered to you or to a person you have named to receive it. If you have asked the carrier to leave your parcel in a safe place or with a neighbour, it is delivered when it has been left there.
8.2 Lost parcels. A parcel counts as lost if it has not been delivered 15 working days after dispatch. If your parcel has not arrived within the delivery time in section 4, please email support@petprinted.co.uk with your order number. We will check with the carrier. If the parcel is lost, we will reprint your item and send it to you again free of charge. If a reprint is not possible, we refund you in full.
8.3 Damaged parcels. If your item arrives damaged, please email support@petprinted.co.uk with your order number and photos of the item, the packaging and the shipping label. We will reprint your item and send it to you again free of charge. If a reprint is not possible, we refund you in full. Please report damage within 30 days of delivery so that we can deal with it quickly under our 100% satisfaction guarantee. Your legal rights are not affected by this time limit. In particular, you can reject a damaged item within 30 days of delivery and get a full refund (see our Refund and Cancellation Policy).
8.4 Wrong or incomplete address. Please check your delivery address carefully before you order. It is shown again in the order confirmation. If a parcel cannot be delivered because the address you gave was wrong or incomplete, we will contact you. Once you have confirmed the correct address, we will reprint your item and send it to you. In that case, you pay for the reprint and the new delivery. We will tell you the amount before we start.
8.5 Collection points. In some cases the carrier may leave your parcel at a local collection point and leave you a note. Please collect it within the time stated by the carrier. If you do not collect it and the parcel is returned to us, we will contact you and send it again. In that case, we may charge the delivery cost again.
8.6 Your legal rights. This section does not limit your rights under the Consumer Rights Act 2015.
9. Collection
Collection from our premises is not possible.
10. Questions
If you have any questions about your delivery, please email support@petprinted.co.uk.