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Shipping Policy
Last Updated: November 2025
At pinly, we understand that reliable and transparent delivery is an important part of the customer experience. This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.
Our goal is to provide customers with a smooth and reliable delivery experience while keeping delivery expectations clear from the moment an order is placed.
This Shipping Policy should be read together with our Refund Policy and Terms of Service .
1. Order Processing
Once an order has been successfully placed and payment has been confirmed, our team begins processing the order.
Orders are generally processed within 1–3 business days.
Processing time includes activities such as:
- Payment verification.
- Order confirmation.
- Product preparation.
- Dispatch arrangements.
- Shipping documentation where required.
Orders are not normally processed or dispatched on weekends or public holidays.
During periods of increased demand, promotional events, or unexpected operational circumstances, processing times may occasionally be extended.
2. Delivery Timeframes
After your order has been processed and dispatched, estimated delivery times are:
- Estimated Delivery Time: 5–7 business days
Delivery estimates begin from the date your order is dispatched, not from the date the order is placed.
While we aim to deliver within the estimated timeframe, delivery dates are estimates and are not guaranteed.
Actual delivery times may vary depending on:
- Your delivery location.
- Courier operations.
- Public holidays.
- Weather conditions.
- Customs procedures where applicable.
- Unexpected transportation delays.
3. Shipping Confirmation
Once your order has been dispatched, you will receive a shipping confirmation notification containing available delivery information.
Where tracking is available, tracking details will be provided so you can monitor the progress of your shipment.
Please ensure that the email address provided during checkout is correct, as shipping updates and important order notifications may be sent electronically.
4. Tracking Your Order
Tracking availability depends on the shipping carrier and destination.
If tracking information is provided, customers can use the tracking details to follow their shipment progress.
Please allow some time after dispatch for tracking information to become active within the carrier’s system.
5. Delivery Locations
pinly ships orders to eligible locations supported by our delivery partners.
Available shipping destinations and delivery options are displayed during checkout based on your location.
Shipping availability may vary depending on product type, destination regulations, and carrier availability.
6. Delivery Address Accuracy
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please carefully review the following details before completing checkout:
- Full name of recipient.
- Complete delivery address.
- Postcode or ZIP code.
- Country and region.
- Contact information where required.
pinly cannot be held responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete address information provided by the customer.
7. Delayed Deliveries
While we make every reasonable effort to ensure orders arrive within the estimated delivery timeframe, delays may occasionally occur due to circumstances outside our direct control.
Possible causes of delivery delays may include:
- Courier network disruptions.
- Severe weather conditions.
- Public holidays.
- Customs inspections or clearance procedures.
- Transportation delays.
- Incorrect or incomplete delivery information.
- Unexpected operational circumstances.
If a delay occurs, we recommend checking your tracking information first. If you require further assistance, please contact our customer support team and we will help wherever possible.
8. Lost or Missing Packages
In the unlikely event that your order does not arrive within the expected delivery timeframe, please contact us so we can review the shipment status and assist you.
We may request information such as:
- Your order number.
- Delivery address details.
- Tracking information (where available).
- Any relevant communication from the delivery provider.
We will work with the relevant shipping provider where necessary to investigate delayed or missing shipments.
9. Damaged Deliveries
We recommend inspecting your package carefully when it arrives.
If your order arrives damaged, please contact us as soon as possible after delivery.
To help us review the issue efficiently, please provide:
- Photos of the damaged product.
- Photos of the outer packaging.
- Your order number.
- A description of the issue.
After reviewing the information provided, we will determine the appropriate resolution, which may include a replacement, repair, refund, or another suitable solution depending on the circumstances.
10. Incorrect or Missing Items
If you receive an incorrect product or your order arrives incomplete, please contact us promptly.
We will investigate the issue and provide assistance to resolve the matter as quickly as possible.
Please do not return incorrect items before contacting our support team, as we may need to provide specific return instructions.
11. Customs, Duties and Taxes
For international deliveries, orders may be subject to customs duties, import taxes, VAT, or other charges depending on the destination country.
These charges are determined by local customs authorities and are outside the control of pinly.
Where applicable, customers are responsible for any additional customs fees or import charges required by their country.
Customers are encouraged to check local import regulations before placing an order.
12. Failed Delivery Attempts
If a delivery attempt is unsuccessful, the shipping provider may leave instructions regarding collection, rescheduling delivery, or alternative arrangements.
Customers should follow the instructions provided by the carrier to avoid unnecessary delays.
If a package is returned due to:
- An incorrect address provided by the customer.
- Failure to collect the package.
- Repeated failed delivery attempts.
Additional shipping charges may apply if a new delivery attempt is requested.
13. Changes to Shipping Information
If you need to update your delivery address after placing an order, please contact us as soon as possible.
We cannot guarantee that changes can be made after an order has entered processing or dispatch.
Once an order has been shipped, address changes may no longer be possible.
14. Contact Information
If you have any questions regarding shipping, delivery, or your order status, please contact our customer support team.
pinly
Operated by:
GREEN INNOVATION SOLUTIONS COMPANY LTD
Company Number:
13143754
Registered Address:
Unit 5, Sanford House,
Skipper Way,
Little Paxton,
St. Neots,
England,
PE19 6LT
Telephone:
+44 7830 775233
15. Related Policies
For more information, please review our other store policies:
Thank you for choosing pinly. We are committed to providing a reliable delivery experience and supporting our customers throughout every stage of their purchase.