Shipping policy

3.1 Order Processing

All orders are processed within 1–2 business days (Monday to Friday, excluding UK public holidays). Orders placed after 12:00 PM (GMT/BST) may be processed the following business day.

During peak periods (e.g., sales, product launches, or seasonal events), processing times may be slightly longer. We will notify you via email if there is any significant delay.

3.2 UK Shipping Options

We currently offer the following shipping options for UK mainland orders:

• Standard Delivery (3–5 business days): £3.99 – or FREE on orders over £30

• Express Delivery (1–2 business days): £6.99

• Next Day Delivery (order before 12:00 PM, Mon–Thu): £9.99

Delivery to the following areas may take 1–2 additional business days and may incur additional charges:

• Scottish Highlands and Islands

• Northern Ireland

• Isle of Man, Isle of Wight, Channel Islands

3.3 International Shipping

We currently ship to selected international destinations. International shipping rates and estimated delivery times are calculated at checkout based on your location.

Please note:

• International customers are responsible for any customs duties, taxes, or import fees levied by their country

• Delivery times are estimates and may be affected by customs clearance and local postal services

• PepFresh is not responsible for delays caused by customs processing

3.4 Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. Please allow up to 24 hours for tracking information to become active.

3.5 Shipping Restrictions

Certain products may be subject to shipping restrictions due to their formulation (e.g., products containing aerosols or alcohol-based ingredients). We reserve the right to cancel orders that cannot be safely shipped to your location and will provide a full refund in such cases.

3.6 Missed Deliveries

If a delivery attempt is unsuccessful and the parcel is returned to us, we will contact you to arrange redelivery. A redelivery charge may apply. If we are unable to reach you within 7 days, we reserve the right to refund the order minus any shipping costs incurred.

3.7 Lost or Delayed Parcels

If your order has not arrived within the expected timeframe, please contact us at info@pepfresh.co.uk. We will investigate with the courier.

A parcel is considered lost if:

• UK deliveries: not received within 10 business days of dispatch

• International deliveries: not received within 30 business days of dispatch

In the event of a confirmed lost parcel, we will offer a replacement or full refund.

3.8 Address Accuracy

Please ensure your delivery address is complete and accurate at the time of checkout. PepFresh is not responsible for orders delivered to an incorrectly entered address. If you notice an error after placing your order, contact us immediately at hello@pepfresh.co.uk and we will do our best to amend the details before dispatch.