Shipping & Refund Policy

 
At Pupa Gallery, many of our products are handmade, personalised and made to order. Please read our shipping, cancellation, returns and refund policy carefully before placing your order.
 
Shipping & Dispatch

Most of our products are made to order. Our standard processing time is approximately 3–5 working days, unless otherwise stated on the individual product page. Processing time refers to the time required to prepare and make your order and does not include delivery time.
Once your order has been dispatched, you will receive shipping or tracking information where available. Delivery times shown at checkout or provided by the courier are estimated unless a guaranteed delivery service has specifically been purchased and confirmed.
Once a parcel has been handed to the postal or courier service, delays caused by the carrier, weather, strikes, customs processing or other circumstances outside our reasonable control may occur.
Nothing in this policy affects your statutory rights regarding delivery.

 
Personalised & Made-to-Order Items

 

Personalised, customised and made-to-order products are created specifically for you and cannot be returned, exchanged or refunded due to a change of mind.

If your personalised or made-to-order item arrives damaged, faulty or incorrect due to an error on our part, please contact us as soon as possible and provide clear photographs of the item and, where relevant, its packaging.

Once the issue has been reviewed and confirmed, we will offer an appropriate resolution, which may include a replacement or refund, depending on the circumstances.

This does not affect your statutory rights.

 
Cancellations & Amendments
 
 

If you wish to cancel or amend your order, you must contact us within 24 hours of placing your order.

For personalised or custom-made products, cancellation or amendment may not be possible if production has already started, even within this 24-hour period.

A cancellation is only confirmed once you have received written confirmation from Pupa Gallery. After 24 hours, cancellations or amendments cannot be accepted for personalised or custom-made orders.

This does not affect your statutory rights.

 
Returns – Non-Personalised Items
 
For eligible non-personalised products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it.
After notifying us, the item should be returned within the applicable 14-day return period.
Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning the item.
Returned products should be unused beyond what is reasonably necessary to inspect them and returned in their original condition and packaging where reasonably possible. Personalised and custom-made products are excluded from change-of-mind returns.
 
Damaged, Faulty or Incorrect Items
 
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.
To help us resolve the issue quickly, please provide your order number together with clear photographs of the item and, where relevant, the packaging. Where reasonably possible, please keep the item and its packaging until we have reviewed the issue.
Once reviewed, we will provide an appropriate solution in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.
 
Incorrect Personalisation
 
We create personalised products according to the information submitted with your order. Please check your personalisation carefully before completing your purchase. If an item has been produced correctly according to the information supplied by the customer, we cannot normally provide a free replacement or refund because of a spelling, date, name or other personalisation error submitted by the customer.
If the mistake was made by Pupa Gallery, please contact us and we will arrange an appropriate solution.
 
Delivery Delays
 
Delivery estimates are not guaranteed arrival dates unless we have expressly confirmed a guaranteed delivery service.
If you require an item for a particular event or date, we strongly recommend ordering with sufficient time for both production and delivery. Pupa Gallery cannot guarantee that an order will arrive by a particular event date unless this has been expressly agreed.
However, nothing in this section limits your statutory rights where an order is not delivered within an agreed or legally required timeframe.
 
Incorrect or Incomplete Delivery Address
 
Customers are responsible for checking that the delivery address provided at checkout is complete and accurate.
If an order is returned to us because the customer supplied an incorrect or incomplete address, additional postage charges may apply before the order can be sent again. If you notice an address error before dispatch, please contact us as soon as possible. We will try to update it where possible.
 
Missed or Unclaimed Deliveries
 
Customers are responsible for following available tracking information and arranging redelivery or collection when requested by the delivery provider.
If a parcel is returned to Pupa Gallery because delivery was attempted but the parcel was not collected or redelivery was not arranged, additional postage may be required before we can send it again, where permitted by law.
 
Shipping Costs & Refunds
 
Where a non-personalised online order qualifies for a statutory change-of-mind cancellation, the original standard delivery charge will be refunded where required by UK consumer law.
If you selected a more expensive or upgraded delivery service, we are not required to refund the additional amount above our standard delivery cost. Return postage for a change-of-mind return is normally the customer’s responsibility where this has been communicated in advance. Where an item is faulty, damaged, incorrect or not as described, your statutory rights apply.
 
International Orders
 
International delivery times are estimates and may vary depending on the destination and customs processing.
Customers are responsible for any applicable customs duties, import taxes or other charges imposed by their destination country.
Pupa Gallery is not responsible for delays caused by customs authorities or local postal services, but this does not affect any rights that cannot legally be excluded. Please ensure that the delivery address and contact information provided for international orders are complete and accurate.
 
Returned-to-Sender Parcels
 
If a parcel is returned to us because of an incorrect address, failure to collect, refusal of delivery or another issue attributable to the recipient, we will contact you once the parcel has been returned to us. Where appropriate, we can arrange redelivery and additional postage charges may apply. Personalised or custom-made items returned to us by the carrier do not automatically become eligible for a refund.
 
Statutory Rights
 
Nothing in this policy is intended to exclude, restrict or replace your statutory rights under applicable UK consumer law.
 
Contact Us
 
If you have any questions about shipping, cancellations, returns, damaged items or refunds, please contact us before returning an item.
Email: Pupagallery@yahoo.com
 
Pupa Gallery​​