Shipping policy

Shipping Policy (Royal Mail)

Effective Date: 01/01/2026

Thank you for shopping with Puki Planet. This Shipping Policy explains how we process and deliver orders using Royal Mail, including delivery times, costs, and tracking.

1) Order Processing Time

All orders are processed within [1–2 business days] (excluding weekends and bank holidays) after payment is received.

Orders placed after [e.g., 2pm] may be processed the next business day.

During busy periods (such as promotions, seasonal peaks, or holidays), processing may take longer. If there is a significant delay, we will notify you by email.

2) Delivery Options & Estimated Delivery Times (Royal Mail)

Delivery times are estimates and begin once your order has been dispatched.

We ship using Royal Mail services such as:

  • Royal Mail 2nd Class (Standard): aims to deliver in 2–3 working days

  • Royal Mail 1st Class: aims to deliver in 1–2 working days

  • Royal Mail Tracked 24: aims to deliver in 1 working day

  • Royal Mail Tracked 48: aims to deliver in 2 working days

  • Royal Mail Special Delivery Guaranteed (Next Day): next working day delivery (subject to cut-off time)

Important: Royal Mail delivery timeframes are “delivery aims,” not guaranteed (except Special Delivery Guaranteed). Delays may occur due to weather, service disruption, or peak periods.

3) Shipping Costs

Shipping costs are calculated at checkout based on:

  • selected Royal Mail service

  • package size/weight

  • delivery destination

Free shipping (if offered) will be shown at checkout and may apply only to certain services or order values.

4) Dispatch Confirmation & Tracking

Once your order has been dispatched, you will receive a confirmation email.

If you choose a tracked service (e.g., Royal Mail Tracked 24/48 or Special Delivery), tracking details will be provided when available. Tracking can take up to 24 hours to update after dispatch.

5) Delivery Address & Failed Deliveries

Please ensure your delivery address is correct at checkout.

If an order is returned to us due to:

  • an incorrect/incomplete address

  • refusal of delivery

  • failure to collect from a delivery office

you may need to pay for reshipping costs.

6) Missing / Delayed Orders

If your order has not arrived within the expected timeframe:

  1. Check your Royal Mail tracking (if available)

  2. Check for delivery attempt cards / safe place deliveries

  3. Allow extra time during peak periods

If your order is still missing, contact us at info.pukiplanet@gmail.com and we’ll help investigate.

7) Damaged Items

If your order arrives damaged, please contact us within [48 hours / 7 days] of delivery with:

  • clear photos of the damaged item(s)

  • photos of the packaging

  • your order number

We will review the issue and arrange a replacement or refund where appropriate.

8) International Shipping (Optional)

If you ship internationally with Royal Mail:

International delivery times vary by destination and service selected.

Please note:

  • customs delays may occur

  • import duties/taxes are the customer’s responsibility

9) Contact Us

If you have questions about shipping, contact us:

Puki Planet
Email: jelana.pukiplanet@gmail.com
Hours: Mon–Fri, 9am–5pm