Purrenza Shipping Policy

Overview

This policy explains how Purrenza handles the shipping of orders placed on purrenza.store. It covers order processing, the destinations we ship to, estimated delivery windows, tracking, and how we deal with delayed, lost or misdelivered parcels. It should be read together with our Terms & Conditions and Returns & Refunds Policy.

All delivery windows on this page are estimates provided in good faith, not guaranteed delivery dates.

Order Processing

Orders are normally processed within 1–2 business days of payment being confirmed. Processing includes verifying the order, picking the correct colour variant and preparing the parcel for the carrier. Orders placed at a weekend or on a public holiday begin processing on the next business day.

Business days exclude weekends and applicable public holidays in the country of dispatch. Occasionally an order may take slightly longer to process during unusually busy periods; if we expect a meaningful delay we will email you.

Shipping Destinations

Our primary market is the United Kingdom. We also ship to the United States and to supported European destinations.

• United Kingdom — our primary market.
• United States — supported.
• Supported European countries — the full list of available destinations is shown in the country selector at checkout.

If your country does not appear at checkout, we are not currently able to ship there. We do not deliver to destinations that our carriers will not service.

Estimated Delivery

Estimated transit times after dispatch:

• United Kingdom: 5–6 business days
• United States: 5–7 business days
• Europe: 5–6 business days to supported destinations

These windows begin when the parcel is handed to the carrier, not when the order is placed, so please add the 1–2 business day processing time. Business days exclude weekends and applicable public holidays.

Shipping Charges

Standard UK delivery is free. Shipping charges for the United States and European destinations are calculated and displayed clearly at checkout before you pay. We never add a shipping charge after payment, and we never hide shipping costs until the final step.

Tracking

Customers receive tracking information by email when it becomes available from the carrier. You can also check the status of an order on our Track Order page using your order number and the email address used at checkout.

Tracking data can take up to a couple of business days to show its first scan after dispatch. A tracking number that has not yet updated does not mean the parcel is lost.

Address Changes

If you need to change your delivery address, email contact@purrenza.store with your order number as soon as possible. We will always try to help, but address changes may not be possible once fulfilment has begun or once the parcel has been handed to the carrier.

Incorrect Addresses

Please check your address carefully at checkout, including the building number, apartment or unit, and postal code. Where a parcel is undeliverable or returned to us because of an incorrect or incomplete address supplied by the customer, we can either reship it (a further shipping charge may apply) or refund the item value once the parcel is back with us. Original shipping charges may not be refundable in these cases.

Delayed Parcels

Carrier networks occasionally run behind, particularly during peak retail periods, adverse weather or industrial action. If your parcel is still moving in tracking, it is usually simply in transit. If your order has passed the estimated window with no movement for several business days, contact contact@purrenza.store with your order number and we will open an enquiry with the carrier.

Lost Parcels

A parcel is generally treated as lost once the carrier's own investigation confirms it cannot be located, or once a reasonable period has elapsed beyond the estimated delivery window with no tracking progress. Where a parcel is confirmed lost in transit, we will arrange a replacement or a refund. Carriers usually require a short waiting period before they will accept a loss claim, and we will keep you updated while that runs.

Marked-Delivered Parcels

If tracking shows delivery but you cannot find the parcel, please:

• Check any safe place, porch, bin store or reception area used by the carrier.
• Ask neighbours and other household members.
• Look for a card or carrier notification, and check whether the parcel was taken to a local collection point.
• Allow 24 hours — parcels are sometimes scanned as delivered slightly before they arrive.

If it still has not appeared, contact contact@purrenza.store with your order number and we will raise the case with the carrier.

Split Shipments

Orders containing more than one item may occasionally be dispatched in separate parcels arriving on different days. Where this happens you will receive separate tracking information, and no additional shipping charge applies.

International Shipping

International orders travel through more handover points than domestic parcels and can be subject to customs processing, which is outside our control. Please ensure that the recipient's name, address and contact details are accurate and complete, as some carriers require a contact number for international delivery.

Customs and Import Taxes

Orders shipped outside the United Kingdom may be subject to import duties, taxes or customs handling fees charged by the destination country. Unless the charges are explicitly shown and collected at checkout, these are the responsibility of the recipient and are not included in the price you pay us. We cannot predict these amounts, and we cannot mark parcels as gifts or declare a value lower than the amount paid.

Public Holidays

Processing, dispatch and carrier delivery pause on weekends and applicable public holidays in both the country of dispatch and the destination country. Please allow additional time around national holiday periods.

Unexpected Delays

Some delays are outside anyone's reasonable control, including severe weather, customs inspections, carrier network disruption, strikes and other force majeure events. We will keep you informed and do what we reasonably can to resolve the situation, but we cannot be held responsible for carrier delays of this kind. This does not affect your statutory rights.

Contacting Support

For any shipping question, email contact@purrenza.store with your order number and, where relevant, your tracking number. We normally reply within 1–2 business days.