Shipping policy

We carefully prepare every Pookie’s Pal order for its journey. This policy explains where we deliver, what delivery costs and when you can expect your parcel.

Where we deliver

At launch, delivery is available to addresses in England, Scotland and Wales.

Delivery to Northern Ireland and international destinations is temporarily unavailable while we review the additional delivery arrangements required.

Delivery charges

Standard UK delivery is £2.99.

Free standard delivery is available on orders of £23 or more after discounts have been applied and before delivery charges are added.

The £23 free-delivery threshold is a launch offer and may change in the future. Any change will apply only to future orders and will be displayed before checkout.

Order processing

Orders are normally processed within zero to one working day.

For processing and dispatch purposes, our normal working days are Monday to Saturday, excluding applicable bank holidays.

The daily order cut-off is 3:00 PM UK time. Orders placed after 3:00 PM will begin processing on the following dispatch day.

Processing time is the time needed to prepare your order. It is separate from the courier transit time described below.

Dispatch and courier transit

Orders may be sent using Royal Mail, Evri or another suitable UK courier.

Once an order has been dispatched, the estimated courier transit time is two to three working days. The courier’s definition of a working day may vary according to the service used.

Delivery dates are estimates unless you have purchased a specifically guaranteed delivery service.

Tracking information

Tracking is not guaranteed for every order. If we use a tracked service, tracking or delivery information will be provided when it is available.

Delivery addresses

Please check that your delivery address is complete and accurate before placing your order, including the postcode and any access details the courier may need.

Once an order has entered processing, we cannot guarantee that the delivery address can be changed. If you notice an error, please contact us as soon as possible and we will do our best to help before dispatch.

If a parcel is returned to us because the address was incomplete or incorrect, or because it was not collected, we may need to charge the applicable delivery fee before sending it again.