Shipping policy

1. Processing time

All RememPaw lamps are made to order.

  • Production time is usually 3–5 working days from when your order is confirmed.

  • During busy periods (such as holidays), production may take a little longer. If we expect a significant delay, we’ll contact you by email.

    Processing times do not include shipping transit times.

    2. Shipping options & prices

    We currently offer three shipping options:

    • Economy – Free

      • Delivered to pick‑up points or lockers, where available in your area. You’ll receive a notification with collection details once your order is ready for pickup.

    • Standard – £3.99

      • Delivered to your door using a standard tracked service.

     

    • Express – £8.99

      • Delivered to your door using a faster tracked service.

      • Recommended for gifts or time‑sensitive orders.

      All prices are shown in GBP and will be converted at checkout if you pay in a different currency. Prices and options are subject to change and may differ by location. 

      3. Estimated delivery times

      The time to receive your order is production time + shipping time.

      As a guide:

      • UK customers

        • Please allow up to 14 days from the date of order for your lamp to arrive.

        • In most cases, orders arrive much sooner than this.

      • EU and US customers

        • Please allow up to 21 days from the date of order for your lamp to arrive.In most cases, orders arrive much sooner than this.

      Typical shipping transit times (after production) are:

      • Economy: usually 3–7 working days

      • Standard: usually 2–5 working days

      • Express: usually 1–3 working days

      These are estimates only. Actual delivery times can vary due to carrier delays, customs, weather, or peak‑season demand.

      4. Shipping destinations

      We currently ship to the UK, EU and US.

      • Orders may be shipped from different fulfilment locations depending on your address.

      • For EU and US orders, local customs duties, taxes or handling fees may apply. Any such charges are the responsibility of the customer.

      5. Order tracking

      When your order has been produced and shipped, you’ll receive a shipping confirmation email with:

      • Your tracking number (where available)

      • The carrier/service used

      • A link to track your parcel online

      If you haven’t received tracking within 7 working days of placing your order, please contact us with your order number.

      6. Delivery issues (delayed, lost or wrong address)

      • Delayed deliveries

        Please allow a few extra days beyond the estimated window, especially during busy periods. If your order is significantly delayed, contact us so we can investigate with the carrier.

      • Lost parcels

        If tracking shows no movement for an extended period or the carrier confirms the parcel is lost, we will arrange a free replacement or a refund, depending on your preference and product availability.

      • Incorrect address

        Please double‑check your shipping address at checkout. If you spot an error, contact us immediately.

        If an order is shipped to an address entered incorrectly, we cannot guarantee recovery or replacement and are not responsible for parcels delivered to the wrong address.

        7. Returns shipping

        Our returns and refunds are governed by our Refunds, Returns & Replacements Policy, but in summary:

        • For damaged, faulty or incorrect items where we are at fault, we will either:

          • replace the item at no cost to you, or

          • offer a refund where appropriate.

        If we require a return, we will provide instructions and, where applicable, a prepaid shipping label so you are not out of pocket.

        • For any unauthorised returns, returns sent without contacting us first, or issues caused by incorrect details provided by the customer, return shipping will be your responsibility and may not be reimbursed.

        Please refer to the full Refunds & Returns Policy for more detail on eligibility.

        8. Failed deliveries and returns to sender

        If a parcel is returned to us because:

        • it was not collected from a pick‑up point/locker in time, or

        • the carrier could not deliver due to an incorrect or incomplete address,

        we can:

        • re‑ship the parcel once the correct details are confirmed (additional shipping charges may apply), or

        • in limited cases for non‑personalised items, offer a partial refund (excluding original shipping costs).

        For personalised products, re‑shipping is usually the only option.

        9. Contact

        If you have any questions about shipping or need help with an order, please get in touch by emailing us using our contact form.