PurelyPersonal

Shipping Policy

Last updated: 29/11/2025

This Shipping Policy explains how and when your order will be processed, dispatched and delivered by PurelyPersonal.

1. Processing Times

Personalised Items

Production time: 1–3 working days
This may vary depending on order volume and the complexity of your custom design.

Non-Personalised Items

Processing time: 1–2 working days

During busy seasonal periods (Christmas, Valentine’s Day, Mother’s Day), processing times may be slightly longer.

2. Delivery Options (UK)

We currently ship within the United Kingdom only.

Typical delivery options include:

  • Standard Delivery: 2–4 working days
  • Tracked Delivery: 1–3 working days
  • Express Delivery: 1–2 working days

Shipping costs are calculated at checkout based on item weight, size and selected delivery method.

You will receive a dispatch confirmation email once your order has been sent.

3. Delivery Addresses

Please ensure your delivery address is correct at the time of ordering.

PurelyPersonal is not responsible for:

  • Delays caused by incorrect or incomplete addresses
  • Parcels delivered to an address entered incorrectly by the customer
  • Re-delivery fees if the courier cannot deliver due to address or access issues

If you enter an incorrect address, contact us immediately. We will try to update it, but this is not guaranteed once production or dispatch has begun.

4. Delays and External Issues

We are not liable for shipping delays caused by:

  • Courier delays
  • Weather conditions
  • Seasonal backlogs
  • Strikes or industrial action
  • Events outside our control

Once a parcel has been handed to the courier, tracking and delivery speed become their responsibility.

5. Lost or Missing Parcels

If your parcel has not arrived:

  1. Check the tracking information (if applicable)
  2. Confirm the delivery address you provided is accurate
  3. Check with neighbours or safe places
  4. Contact the courier if available

If the parcel cannot be located, contact us at:
contact-us@purelypersonal.co

We will open an investigation with the courier.
If the courier confirms the parcel is lost, we will resend the order or issue a refund.

6. Damaged Parcels

If your parcel arrives damaged, contact us within 48 hours with:

  • A clear photo of the damage
  • A description of the issue
  • Your order number

We will arrange a replacement or refund depending on the situation.

7. International Shipping

International shipping is not currently available, but we plan to offer it in the future.

8. Contact Information

For all shipping or delivery enquiries, email us at:
contact-us@purelypersonal.co