Shipping policy

Delivery & Shipping

We aim to make gifting simple, reliable and considered — with carefully packed orders and clear delivery options across the UK.

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🚚 UK Delivery Options

• Royal Mail Tracked 48 (2–5 working days) – £5.95

• Royal Mail Tracked 24 (1–2 working days) – £6.95

• DPD Express tracked (next working day) – £9.95
• Free tracked UK delivery on orders over £50

• Many of our pantry favourites, including selected coffee and drinking chocolate products, include complimentary UK delivery. Delivery eligibility is shown at checkout.

We use Royal Mail Tracked services for most parcels, offering a reliable and lower carbon delivery option.

Yoga mats are sent via DPD on a next working day service.

We do not use Evri.

You will receive tracking details once your order has been dispatched.

Please note that during busy periods, delivery may take longer. Royal Mail advises that Tracked 48 services can occasionally take up to 10 working days.

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🎁 Gifting & Packaging

Every order is carefully packed using planet-kind materials and sent without pricing, making it perfect for direct gifting.

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📦 Dispatch Timeframes

Orders are processed on working days (Monday–Friday, excluding UK public holidays).

• Orders placed before 12 noon (Mon–Fri) are usually dispatched the same day
• Orders placed after 12 noon on Friday, weekends or holidays are dispatched the next working day

Dispatch timeframes refer to preparation time and do not include delivery transit times.

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📍 Delivery Address Information

To help ensure your order arrives without delay, please provide a complete delivery address at checkout, including the property number or house name, street name and postcode.

Incomplete address information can make it more difficult for delivery providers to locate the destination and may lead to delays, tracking interruptions or returned parcels.

Any costs associated with re-delivery due to incorrect or incomplete address information may be the responsibility of the customer.

Please ensure all delivery details are correct at checkout.

⏱️ Delayed, Missing or Lost Parcels

If a parcel is delayed, we may ask customers to allow additional time for delivery while tracking updates and courier investigations are completed.

Parcels are not considered lost until the courier’s investigation period has elapsed. During this time, Pangolins will work with the delivery provider to trace the shipment and obtain further information.

Where a parcel is confirmed as lost by the courier, we will arrange either a replacement or a full refund as appropriate.

Please note that we are unable to replace or refund orders that are delayed, lost or returned due to incorrect or incomplete delivery information provided at checkout.

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⏱ Delivery Times & Courier Responsibility

Delivery times are estimates and begin from the date of dispatch.

Once your order has been handed to the courier, delivery is managed by the delivery provider. While we are always happy to assist, we cannot guarantee delivery dates or be responsible for delays caused by external factors such as weather, industrial action or peak demand.

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📮 Courier Information

We use trusted delivery partners including Royal Mail and DPD.

All delivery timeframes provided are indicative. We will always support customers with tracking enquiries or investigations where needed.

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📦 Split Orders

If your order includes multiple items (such as hampers or items from different suppliers), these may occasionally be dispatched separately. This does not affect the delivery charge.

You will receive confirmation for each dispatched item.

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📍 Local Collection

Collection is available from our Wiltshire location by appointment.

Orders are carefully prepared in advance and will be ready for collection during our collection hours (11am–1pm, Monday–Friday).

Each order is presented in Pangolins’ signature kraft gift bags, using minimal, planet-kind packaging — ready to gift or take home.

If you have selected gift wrapping or a handwritten message, this will be beautifully included within your order.

Please note this is a collection point only, and items are not available for browsing or immediate purchase on arrival.

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💌 Digital Gift Cards

Digital gift cards are delivered by email, usually within one working day.

Orders placed after 12 noon on Fridays or over weekends may be issued the next working day.

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🧵 Bespoke & Made-to-Order Items

Some items are made to order, personalised or limited edition.

Where applicable, lead times will be stated on the product page and dispatch begins once the item is ready.

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🎄 Peak Periods

During busy periods such as Christmas, sales or promotional events, dispatch and delivery times may be longer.

We recommend ordering early and referring to last posting dates shared on our website and social channels.

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💷 Pricing & VAT

All prices are shown in GBP and include VAT where applicable. Delivery costs are clearly shown at checkout before payment.

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⚖️ Your Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If we are unable to dispatch your order within a reasonable timeframe, we will contact you to provide an update or resolution.

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🌿 Packaging & Sustainability

At Pangolins, we believe true luxury should tread lightly on the earth.

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1. Thoughtful Sourcing

We prioritise B Corp-certified, artisan and UK-based suppliers wherever possible.

Products are chosen for their quality, longevity and lower environmental impact.

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2. Sustainable Packaging

Our packaging is recyclable, reusable or compostable, including FSC-certified materials and eco-friendly inks.

Customers can choose a Lower Impact Packaging option at checkout to reduce additional wrapping.

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3. Responsible Delivery

We operate UK-based fulfilment and consolidate orders where possible to reduce emissions. We continue to explore lower-impact delivery solutions.

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4. Conservation Support

We proudly support The Pangolin Project, helping to protect one of the world’s most endangered species.

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5. Continuous Improvement

We are committed to improving our processes, reducing impact and sharing progress openly.

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Our Pledge

By choosing Pangolins, you’re gifting beautifully while caring for the planet — because true luxury means buying with a conscience.