Shipping policy
At Pettypurse, we want your order to arrive quickly, safely, and with no surprises. This Shipping Policy explains how we process, ship, and deliver your order, what you can expect during transit, and your rights if something goes wrong.
1. Processing and Delivery Times
Because all our card stickers are custom-made to your specifications, we need production time before shipping.
Total time from order to delivery: typically 6-12 business days.
In some cases, delivery may take up to 20 business days, especially for:
- Remote regions and islands
- Rural or hard-to-reach addresses
- Destinations outside Europe and North America
- Orders placed during peak seasons (Black Friday, Christmas, Valentine's Day, back-to-school)
- Periods affected by customs delays, weather, or carrier disruptions
Orders are processed Monday to Friday, excluding public holidays. You will receive an email with tracking information once your order ships.
If your order experiences a significant delay beyond these estimates, we will notify you by email with an updated estimate.
2. Shipping Costs
Shipping costs are calculated at checkout based on your destination and order size. Any applicable costs are shown clearly before you complete your purchase.
Free shipping thresholds and promotional offers, where available, are displayed on our website and at checkout.
3. Order Tracking
Once your order ships, we send you an email with a tracking number and a link to track your package. Please allow up to 48 hours for tracking information to update after dispatch.
If you do not receive tracking information within 14 business days of ordering, please contact us at info@pettypurse.com.
4. Address Accuracy
You are responsible for entering a complete and correct shipping address at checkout.
If you realize you've made an error, contact us immediately at info@pettypurse.com. We will update the address if your order has not yet been processed or shipped. Once an order has shipped, we cannot modify the address.
Pettypurse is not responsible for orders delivered to incorrect addresses provided by the customer.
5. Undeliverable or Returned Orders
If a package is returned to us as undeliverable due to an incorrect address, failed delivery attempts, or unclaimed at a pickup point:
- We will contact you by email to arrange reshipment
- Reshipment costs are the responsibility of the customer, unless the undeliverability was caused by our error
- If you choose not to have the order reshipped, we will refund the product cost minus original shipping and any applicable restocking charges for non-custom items
- Custom or personalized products returned as undeliverable may not be eligible for refund (see our Return & Refund Policy)
6. Lost, Stolen, or Damaged Packages
Lost or delayed packages
If your tracking shows your package is lost in transit or has not moved for more than 10 business days, contact us at info@pettypurse.com and we will open an investigation with the carrier.
Once a carrier confirms a package as lost:
- We will send a replacement at no cost to you, OR
- Issue a full refund including shipping cost
Stolen packages
If tracking shows your package was delivered but you did not receive it:
- Check with neighbors, household members, building management, and nearby pickup points
- Contact the shipping carrier to open a claim
- Report the theft to your local police if applicable (some carriers require this for claims)
- Contact us at info@pettypurse.com within 14 days of the marked delivery date
While we are not automatically liable for packages marked as delivered, we will work with you and the carrier to resolve the issue. For EU and UK consumers, the risk of loss during shipping remains with Pettypurse until you receive the goods, as required under applicable consumer protection law.
Damaged packages
If your package arrives damaged:
- Take photos of the package and contents before unpacking further, if possible
- Contact us at info@pettypurse.com within 48 hours of delivery with photos
- We will arrange a replacement or refund at no cost to you (see our Return & Refund Policy)
7. International Orders - Customs, Duties, and Taxes
For orders shipped outside the European Union, you may be responsible for additional charges:
- Import duties and taxes assessed by your country's customs authority
- Brokerage or handling fees charged by the carrier
- Value-added tax (VAT) or sales tax applicable in your country
These charges are not included in the price or shipping cost displayed at checkout. They are collected by the carrier or customs authority at the time of delivery or before release.
Pettypurse has no control over these charges and cannot predict their amount. Customs policies vary widely between countries - please contact your local customs office if you need more information before ordering.
If you refuse delivery due to customs charges, your order will be treated as undeliverable (see Section 5).
8. Out of Stock or Partially Fulfilled Orders
If an item in your order is temporarily out of stock:
- We will notify you by email
- Available items will be shipped first
- Remaining items will be shipped when back in stock at no additional cost to you
You may request cancellation and refund of any out-of-stock items instead.
9. Shipping Restrictions
We currently ship to most countries worldwide. Some regions may be excluded due to carrier limitations, sanctions, or legal restrictions.
If shipping to your country is not available, you will see this at checkout. We cannot ship to PO boxes in certain regions, or to addresses marked as undeliverable by our carriers.
10. Risk of Loss
For consumers in the EU, UK, and other jurisdictions with equivalent protections, the risk of loss or damage during shipping remains with Pettypurse until the goods are delivered to you.
For commercial (B2B) orders and in jurisdictions without equivalent consumer protections, risk passes to you upon delivery to the shipping carrier.
11. Returns Related to Shipping
For information on returns, refunds, and the right of withdrawal (including EU/UK 14-day withdrawal right), please see our Return & Refund Policy.
12. Contact Us
For questions about shipping, order tracking, delays, or delivery issues:
Pettypurse Email: info@pettypurse.com Response time: within 24 hours
ย