This Shipping & Delivery policy explains how we process and deliver orders placed on pawcheek.com, operated by MASAMSS LIMITED (“we”, “us”, “our”). Please read this information carefully before placing your order.
1. Where We Deliver
We currently ship orders within the United Kingdom only. We do not offer international shipping at this time.
2. Order Processing & Dispatch Times
Once your order has been placed and payment has been authorised, we will prepare it for dispatch. We aim to dispatch all orders within 3 working days.
Working days are Monday to Friday, excluding UK bank holidays. Orders placed on weekends or bank holidays will be processed from the next working day.
3. Delivery Time Estimates
After your order has been dispatched, our standard delivery time within the United Kingdom is:
- 5 to 7 working days after dispatch.
These time frames are estimates and are not guaranteed. Delays can occasionally occur due to factors outside our control (for example, courier delays, bad weather or busy seasonal periods).
4. Shipping Costs
We currently offer:
- Free standard shipping on all orders within the United Kingdom.
If we introduce any paid delivery options (such as express delivery) in future, the relevant cost and time frame will be clearly shown at checkout before you confirm your order.
5. Delivery Partners & Tracking
We use trusted UK delivery partners to deliver your order. We provide tracking details where available so that you can follow the progress of your delivery.
In some cases, tracking may be limited or not available depending on the service used. Your dispatch confirmation email will include any tracking information where applicable.
6. Delivery Address
Please make sure your delivery address is complete and accurate at the time of ordering. We cannot be responsible for delayed or undelivered orders where the address provided is incorrect or incomplete.
If you realise there is a mistake in your delivery address after placing your order, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update the details.
7. Missed Deliveries & Returned Parcels
If a delivery attempt is made and no one is available to receive the parcel, the courier may leave a card, attempt redelivery or take the parcel to a local collection point, depending on their procedures.
If a parcel is returned to us because it was not collected or could not be delivered due to an incorrect or incomplete address, we will contact you to discuss next steps. In such cases, we may ask you to cover the cost of re‑delivery.
8. Delays and Lost Parcels
If your order has not arrived within the expected time frame, please check any tracking details first, then contact us so we can investigate with the delivery partner.
In the event a parcel is confirmed as lost by the courier, we will either send a replacement (where stock allows) or issue a refund to your original method of payment, in line with our Refund & Returns Policy.
9. Orders Paid Using Payment Services
If you pay using a payment service such as Amazon Pay, your order will be processed and delivered in the same way as any other order. Any refunds for undelivered or returned orders will be made back to the original payment method used at checkout, in accordance with our Refund & Returns Policy and the terms of the payment service.
10. Contact Us
If you have any questions about shipping or delivery, or if you need help with an existing order, please contact us at:
- Email: [email protected]
- Phone: 07985297868
- Address: MASAMSS LIMITED, 167 Strathmore Crescent, Newcastle Upon Tyne, England, NE4 8UA