Shipping Policy

Effective Date: 26/08/2025
Last Updated: 26/08/2025

Overview

At Pimple Patch Club, we're committed to getting your skincare essentials to you safely and efficiently. This shipping policy outlines our processes, timeframes, and terms for domestic and international deliveries.

Processing Times

Standard Processing

• Business Days: Monday - Friday (excluding holidays)
• Processing Time: 1-3 business days from order confirmation
• Cutoff Time: Orders placed before 2:00 PM GMT ship same business day (subject to stock availability)

Peak Season Processing

During high-demand periods (holidays, sales events, new product launches):

• Extended Processing: 3-5 business days
• Advance Notice: We'll notify customers of extended processing times via email and website banner

Custom/Special Orders

• Processing Time: 5-10 business days
• Notification: Customers will be notified of extended processing upon order placement

Shipping Methods & Timeframes

Domestic Shipping (UK)

Standard Delivery

• Method: Royal Mail 2nd Class
• Timeframe: 2-3 business days after dispatch
• Cost: £3.95 (FREE on orders over £25)
• Tracking: Basic tracking included

Express Delivery

• Method: Royal Mail 1st Class or Special Delivery
• Timeframe: 1-2 business days after dispatch
• Cost: £6.95
• Tracking: Full tracking and signature confirmation

European Union Shipping

Standard EU Delivery

• Method: International tracked service
• Timeframe: 5-10 business days after dispatch
• Cost: £8.95 (FREE on orders over £50)
• Tracking: Full tracking available

Express EU Delivery

• Method: Priority international service
• Timeframe: 3-7 business days after dispatch
• Cost: £15.95
• Tracking: Full tracking and signature confirmation

International Shipping (Worldwide)

Standard International

• Method: International economy service
• Timeframe: 7-21 business days after dispatch (varies by destination)
• Cost: £12.95 (FREE on orders over £75)
• Tracking: Basic tracking to departure from UK

Express International

• Method: Priority international courier
• Timeframe: 3-10 business days after dispatch
• Cost: £24.95
• Tracking: Full door-to-door tracking

Shipping Costs

Free Shipping Thresholds

• UK: FREE standard shipping on orders £25+
• EU: FREE standard shipping on orders £50+
• International: FREE standard shipping on orders £75+

Shipping Cost Calculation

• Shipping costs are calculated based on destination and package weight
• Final shipping cost will be displayed during checkout
• Promotional free shipping offers may override standard thresholds

Multi-Item Orders

• Multiple items ship together when possible to reduce costs
• If items have different availability, we may split shipments (no additional charge for standard shipping)

Delivery Information

Address Requirements

Accurate Information Required:

• Complete recipient name
• Full street address (no P.O. boxes for express services)
• City, postal/zip code, and country
• Contact phone number (required for international shipments)

Address Changes:

• Changes must be requested within 2 hours of order placement
• Address changes after dispatch may result in additional shipping charges
• We are not responsible for packages delivered to incorrect addresses provided by customers

Delivery Attempts

Standard Delivery:

• 1-2 delivery attempts by carrier
• Packages held at local depot/post office for collection
• Customer responsible for collection within carrier timeframe

Signature Required Delivery:

• Adult signature required (18+ years)
• Packages not left unattended
• Redelivery options available through carrier

Package Security

• We are not responsible for packages left unattended by carrier (standard delivery)
• Choose signature required delivery for high-value orders
• Report missing packages to carrier and us within 48 hours

International Shipping Terms

Customs and Duties

Customer Responsibility:

• All customs duties, taxes, and fees are the customer's responsibility
• Packages may be held by customs for inspection
• We cannot control customs processing times
• Packages refused for non-payment of duties will be returned (shipping costs not refunded)

Customs Declarations:

• We accurately declare package contents and value
• Requests to falsely declare value or contents will be refused
• Commercial invoices provided for customs clearance

Restricted Items

Some products may be restricted or prohibited in certain countries:

• Customer responsible for checking local import regulations
• Packages returned due to import restrictions are subject to return shipping charges
• No refund on shipping costs for restriction-related returns

Import Regulations

Customer Obligations:

• Verify product legality in destination country
• Comply with import quantity limits
• Provide accurate customs information when requested

Shipping Restrictions

Geographic Restrictions

We currently ship to most worldwide destinations. However, we cannot ship to:

• Countries under international trade sanctions
• Remote locations not served by our carriers
• Military/diplomatic addresses (APO/FPO)

Note: Shipping restrictions may change based on carrier policies and international regulations.

Product Restrictions

Certain products may have shipping limitations:

• Hazardous materials (restricted by carrier)
• Oversized items (additional charges may apply)
• Temperature-sensitive products (seasonal restrictions)

Delivery Issues

Tracking Information

• Tracking numbers provided via email within 24 hours of dispatch
• Track packages using carrier websites or tracking portals
• Contact us if tracking shows no updates for 5+ business days (domestic) or 10+ business days (international)

Lost or Damaged Packages

Reporting Requirements:

• Report issues within 48 hours of expected delivery
• Provide order number and tracking information
• Photos required for damage claims

Resolution Process:

• We investigate all delivery issues with carriers
• Replacement or refund provided for confirmed lost packages
• Damaged items replaced at no charge (photos required)

Delivery Delays

Common Causes:

• Weather conditions and natural disasters
• Carrier operational delays
• Customs processing (international)
• Incorrect address information
• Local delivery restrictions

Our Response:

• We monitor shipments and proactively communicate delays
• Carrier delays beyond our control do not qualify for refunds
• Expedited replacement shipping available in some cases

Holiday and Peak Season Information

Modified Schedules

During holidays and peak seasons:

• Extended processing times
• Limited carrier services
• Potential delivery delays

Holiday Shipping Cutoffs

We publish annual holiday shipping cutoffs including:

• Last dates for Christmas delivery
• Valentine's Day shipping deadlines
• Other seasonal delivery guarantees

Note: Peak season shipping cutoffs are estimates and not guaranteed due to carrier capacity limitations.

Special Shipping Services

Gift Orders

• Gift messages included at no charge
• Discreet packaging available upon request
• Gift receipts provided (prices removed)
• Special gift wrapping may be available during holidays

Subscribe & Save Orders

• Subscription orders processed according to selected frequency
• Standard processing and shipping times apply
• Address changes affect future shipments only

Business/Wholesale Orders

• Volume shipping discounts available
• Dedicated account management
• Special delivery arrangements possible
• Contact us for wholesale shipping rates

Shipping Insurance

Standard Coverage

• Basic coverage included with tracking services
• Coverage limits vary by carrier and service level
• File claims directly with carrier for lost/damaged packages

Additional Insurance

• Available for high-value orders
• Recommended for international shipments over £100
• Insurance cost calculated based on declared value
• Full replacement value coverage available

Contact Information for Shipping Issues

Email: pimplepatchclub@gmail.com
Subject Line: Shipping Inquiry - [Order Number]
Response Time: 24-48 hours

Required Information:

• Order number
• Tracking number (if available)
• Detailed description of issue
• Photos (for damage claims)

Terms and Limitations

Risk Transfer

• Risk of loss transfers to customer upon delivery to carrier
• Proof of dispatch constitutes completion of shipping obligation
• Customer responsible for package after successful delivery

Liability Limitations

• Our liability limited to order value
• Not responsible for carrier delays or failures beyond our control
• Not liable for customs delays or import restriction issues
• Shipping costs non-refundable except in cases of our error

Force Majeure

We are not liable for shipping delays or failures due to:

• Natural disasters and severe weather
• Government restrictions and border closures
• Pandemic-related service disruptions
• Carrier strikes or operational failures
• Other circumstances beyond reasonable control

Policy Updates

This shipping policy may be updated to reflect:

• Changes in carrier services or rates
• New shipping destinations or restrictions
• Seasonal or promotional modifications
• Regulatory requirement changes

Updates will be posted on our website with an updated effective date. Continued use of our shipping services constitutes acceptance of policy changes.

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Questions about shipping? Contact us at pimplepatchclub@gmail.com

We're committed to getting your pimple patches to you safely and efficiently, no matter where you are in the world!