Shipping policy
SHIPPING POLICY
Last updated: 11 September 2026
At Pollyngrey, we aim to provide a clear and reliable delivery experience for every order placed through Pollyngrey.store.
This Shipping Policy explains our available delivery methods, estimated delivery times, order processing and other important shipping information.
Website: Pollyngrey.store
Customer Support: help@Pollyngrey.store
1. DELIVERY OPTIONS
We currently offer the following shipping methods:
Standard Shipping — FREE
Estimated delivery time: 5–12 business days
Shipping cost: Free
Our Standard Shipping option is available at no additional charge on eligible orders.
Express Shipping — PAID
Estimated delivery time: 5–8 business days
Shipping cost: The applicable Express Shipping fee will be shown at checkout before you complete your purchase.
Express Shipping is available for customers who prefer a faster delivery option.
2. BUSINESS DAYS
For the purposes of this Shipping Policy, business days generally mean Monday to Friday, excluding UK public and bank holidays.
Weekends and public holidays are not normally counted within estimated delivery times.
3. ORDER PROCESSING
Orders may require processing before they are dispatched.
Processing may include:
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payment verification;
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order confirmation;
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stock verification;
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packaging; and
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preparation for dispatch.
Once your order has been dispatched, you may receive a shipping confirmation email containing available tracking information.
4. DELIVERY ESTIMATES
The estimated delivery periods are:
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Standard Shipping: 5–12 business days
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Express Shipping: 5–8 business days
Delivery times are estimates and may vary depending on the destination, courier operations, public holidays, weather conditions, transport disruption or other circumstances outside our reasonable control.
Where UK consumer law provides mandatory delivery rights, those rights remain unaffected.
5. SHIPPING CHARGES
Standard Shipping is offered free of charge where shown during checkout.
Express Shipping is a paid service.
The exact Express Shipping charge will be clearly displayed before you complete your order.
We do not add undisclosed mandatory delivery charges after an order has been submitted.
6. ORDER CONFIRMATION
After placing an order, you will normally receive an order confirmation by email.
Please check your order details carefully, including:
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your name;
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delivery address;
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items ordered;
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size and colour selections; and
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delivery method.
If you notice an error, contact us as soon as possible at:
We cannot guarantee that changes can be made once an order has already been processed or dispatched.
7. SHIPPING CONFIRMATION
When your order has been dispatched, we may send you a shipping confirmation email.
Where tracking is available, the email may contain:
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a tracking number;
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courier information; and
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a tracking link.
Tracking updates are provided by the relevant delivery provider and may take some time to appear after dispatch.
8. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
Please ensure that the following information is correct:
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full name;
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house or building number;
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street name;
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town or city;
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postcode; and
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any other relevant delivery instructions.
If an incorrect or incomplete address is provided, delivery may be delayed or unsuccessful.
Please contact us promptly if you notice an error.
9. FAILED DELIVERY
If a courier is unable to deliver your parcel, they may:
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attempt delivery again;
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leave the parcel in a safe place where permitted;
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deliver it to a collection point; or
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provide instructions for rearranging delivery.
The exact procedure will depend on the courier.
Please follow the tracking information provided where available.
10. UNCLAIMED OR RETURNED PARCELS
If a parcel is returned to us because:
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the address was incorrect or incomplete;
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delivery was repeatedly unsuccessful;
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the parcel was not collected; or
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delivery was refused,
please contact us at help@Pollyngrey.store.
We will review the circumstances and explain the available options.
Any additional delivery charge for resending an order will only be applied where legally permitted and where the need for redelivery was not caused by Pollyngrey.
11. DELAYED ORDERS
Although we aim to deliver orders within the estimated timeframe, delays may occasionally occur.
Possible causes include:
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courier disruption;
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severe weather;
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transport delays;
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peak shopping periods;
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public holidays;
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operational disruption; or
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circumstances outside our reasonable control.
If your order appears significantly delayed, please contact us at:
We will assist you in reviewing the status of the shipment.
12. LOST PARCELS
If tracking indicates that a parcel has not been delivered within a reasonable period, please contact us.
We may investigate the shipment with the relevant courier.
Where a parcel is confirmed lost and Pollyngrey remains legally responsible for delivery, we will provide an appropriate remedy in accordance with applicable UK consumer law.
13. DAMAGED PARCELS
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
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your order number;
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a description of the issue; and
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photographs of the parcel and product where helpful.
This information can help us investigate the problem.
Requesting photographs does not limit your statutory consumer rights.
14. INCORRECT ITEMS
If you receive:
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the wrong product;
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an incorrect size;
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an incorrect colour; or
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an incomplete order,
please contact:
We will review the issue and provide an appropriate solution.
15. MULTIPLE-PARCEL ORDERS
In some cases, an order containing multiple products may be dispatched in more than one parcel.
This means that products from the same order may arrive separately.
Where available, separate tracking information may be provided for each parcel.
16. DELIVERY RESPONSIBILITY
Where Pollyngrey arranges delivery through a courier, responsibility for the goods remains subject to applicable UK consumer law.
Risk will not generally pass to you merely because the parcel has been handed to a courier selected by Pollyngrey.
This does not affect situations where you independently arrange your own carrier where permitted by law.
17. DELIVERY TIME REQUIRED BY LAW
We will deliver your goods within the timeframe agreed with you.
Where no specific delivery period has been agreed, we will comply with any applicable statutory delivery requirements under UK consumer law.
If goods are not delivered within the required period, you may have rights including requiring delivery within an additional reasonable period or, in certain circumstances, cancelling the contract.
18. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact:
We will make reasonable efforts to stop the order before shipment.
If the parcel has already been dispatched, you may still have rights to cancel and return the order in accordance with our Return & Refund Policy and applicable UK law.
19. RETURNS
Shipping-related returns are governed by our Return & Refund Policy.
For change-of-mind returns, customers may be responsible for the direct cost of returning goods where permitted by law.
Where goods are faulty, damaged, incorrect or otherwise non-conforming, reasonable return costs will be handled in accordance with applicable UK consumer law.
20. DELIVERY AREA
Available delivery destinations will be shown during checkout.
If we are unable to deliver to a particular address, the order may not be accepted.
We reserve the right to change available delivery areas where reasonably necessary.
21. CHANGES TO THIS POLICY
We may update this Shipping Policy from time to time to reflect:
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changes to delivery services;
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courier arrangements;
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business operations;
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legal requirements; or
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improvements to our customer service.
Any updated version will be published on Pollyngrey.store.
Changes will not retrospectively remove statutory rights relating to an order already placed.
22. YOUR STATUTORY RIGHTS
Nothing in this Shipping Policy limits your rights under applicable UK consumer law.
If any provision of this policy conflicts with a mandatory legal right, the legal right will prevail.
23. CONTACT US
For shipping, delivery or tracking enquiries, please contact:
Pollyngrey
Website: Pollyngrey.store
Email: help@Pollyngrey.store
Please include your order number where available so that we can assist you efficiently.