SHIPPING INFO

UAE customers must provide a PO Box address and telephone number in shipping details, if not provided and parcels are returned to us you will not be refunded. However you are able to pay again for shipping once correct details are given.  

Europe + NI - At this time we are no longer able to provide shipping to this area. We hope to enable shipping again in the future, sorry for any disappointment this may cause.

 

MADE-TO-ORDER PRODUCTS

As we hand make many of our products to order, once purchased your order can take between 0-4 weeks to be dispatched. All processing time frames are estimated and we do aim to send your item ASAP.  Please see individual items for processing/dispatch times. 

 

READY-TO-POST PRODUCTS

Our ready to post products take 1-3 full working days to be dispatched. Please see individual items for processing/dispatch times.

Please note during busy periods this timeframe may take slightly longer.

 

UK SHIPPING

All orders (unless stated otherwise) take 1-3 working days to be dispatched. 

UK - Once dispatched your order will take 1-3 working days to be delivered.

If selected Tracked24 (from dispatch) or Tracked48 (from dispatch) at checkout this is the service we use from the day of dispatch, please take into consideration the days estimated to dispatch your order. These services are not guaranteed, only an estimated time frame.

Customers will receive a dispatch email once their order has been dispatched. This includes a tracking link for the parcel/s. (If the link provided does not work, please use the delivery companies website and tracking number provided to track order, please contact Pine + Pear if this does not work). Delivery companies may leave parcels in a safe place. (Please make a note at checkout if there is a specific place you would like your parcel to be left.) It is customers responsibility to trace the whereabouts of their parcel during the delivery process this ensures a smooth delivery. Pine + Pear bare no responsibility once orders have reached the address given by the customer. 

(We cannot be held responsible for any shipping delays) 

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INTERNATIONAL SHIPPING

All orders (unless stated otherwise) take 1-3 working days to be dispatched.

INTERNATIONAL - Once dispatched our delivery courier aims to deliver your order in 6-7 working days.

Please be aware due to Customs and/or Brexit this time frame maybe slightly longer than expected.

(We cannot be held responsible for any shipping delays) 

Parcels cannot be classed as lost in transit until 23 working days have passed from the dispatch date. 

If international customers choose to have their order dispatched to a third party delivery provider not associated with Pine + Pear co or opt not to use our chosen international tracked delivery services, Pine + Pear holds no responsibility for the location of your parcel once reached its delivery location given on order details. 

​If shipping does not come up as an option when you come to checkout please do get in touch with us and we will look to add your country as a shipping location for you so that you can place an order.  

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CUSTOM CHARGES

Any applicable customs charges, import duties, IOSS and taxes are to be paid by the customer. Our estimated delivery times above do not account for any potential delays due to Brexit, Covid and/or customs clearance.

 

PREORDERED PRODUCTS

All preorder products are given an expected arrival date however please note this date is estimated as we are unable to predict shipping delays, the date maybe earlier or later than expected. All available products ordered with a preordered item will be dispatched at the same time as preordered product/s. If you would like the available products to be dispatched ASAP please place separate orders. We aim to dispatch all preordered products within 1-3 working days of receiving them ourselves. 

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ADDITIONAL INFORMATION

If you have ordered more than one product your items may arrive separately. 

 We will send your parcel(s) out to the delivery address provided. Pine + Pear cannot be held responsible for incorrect delivery addresses. Please make sure you double check it is correct when placing your order.

 

PACKAGING

Pine + Pear DO NOT offer gift wrapping. Please do not leave this as a note at checkout, your order will not be gift wrapped. If you would like to leave a short gift message at checkout we will pop a note in with your order. 

If your order is for a special occasion and you would like it wrapped in a special way, please contact us before placing your order, we will try our best to meet your needs. However this will likely incur an extra cost and have a longer dispatch time.

We try to use new boxes to send most of our orders, in some circumstances we may reuse boxes, particularly with larger orders. This keeps our costs as low as possible for you and is environmentally friendly. We always recommend reusing and recycling our packaging.  

 

RETURN + EXCHANGE POLICY

Customers have 14 days from receiving their order to notify us of their return, once we have received notification of return, customers then have another 14 days to return product/s. (Maximum of 28 days to return) Once we have received the return in its original packaging and condition, we will process your refund. Returns sent back to us outside this time frame will not be refunded.


If customer has received free delivery for initial order and would like to return their order, a postage cost will be deducted from the final refund. Please bare this in mind when placing orders with us. 


If returned products are not returned in its original packaging and condition it will not be refunded. 

Customer is responsible for returns postage. We ask customers to send return using a tracked service, keeping proof of postage. We highly recommend all shelf returns use a 24 hour delivery service to ensure a safe arrival.

All returns must be verified/agreed with by Pine and Pear before returning. (Please include order details with parcel).

Packages returned to us after delivery attempts, incorrect address information, parcels uncollected from parcel office, parcels refused by recipient and/or custom charges are not paid by the recipient, will not be refunded. However, if you would like your order to be resent, buyer will be expected to pay the redelivery postage and the cost of repackaging the order.

If an unlikely circumstance occurs where your order is damaged or faulty, customer will be asked to provide supporting photographs and/or videos. Once these have been reviewed, Pine + Pear will work with customer to come to a relevant resolution. Customers must report any faults or damages within 7 days of receiving their order. Failure to do so within this timeframe, Pine + Pear will not offer replacements or refunds. All damaged/faulty products MUST be returned to Pine + Pear prior to replacements being sent. 

Returns Labels - When a Royal Mail returns label is created by Pine + Pear you will have 7 days to post your return to us. If the returns label is not used within the 7 days from the day of creation, the label will expire. Pine + Pear can create another label however this will be at the expense of the customer. (Please note Pine + Pear will only make returns labels in exceptional circumstances. Customers are expected to organise returns for a unwanted item) 

Muzpony products - As many of our Muzpony products are personalised to order, we are unable to offer any returns on these products. However for Muzpony products that are not personalised ,we charge a £50 returns fee, please bare this in mind when ordering one of these products. 

Unfortunately Pine + Pear does not offer a return or exchange on any 'made-to-order' and personalised product(s) so please bear this in mind when placing your order with us. 

If their is an issue with your order please contact us via email - hello@pineandpear.co.uk

 Please read our full return + refund policy for more information.