Legal
Delivery
How long your kit takes, where it comes from, what it costs, and what happens if it goes wrong. We would rather be plain about the wait than surprise you.
Drafted 23 August 2026 · version 0.1 (draft) · not yet in force — this version takes effect on 24 August 2026.
The short version
- Delivery is free on every order, worldwide.
- Your kit ships from our supplier in China, not from a UK warehouse.
- Estimated delivery time: 4–7 days
1. Where your kit ships from
Plainly: Heirpaws kits are currently posted from our supplier in China. They are not dispatched from the UK.
Heirpaws is run from London, and the kits are put together and photographed here — but the parcel that reaches your door starts its journey abroad. That affects how long it takes, and we would rather you knew that before you paid than after.
Keep this paragraph accurate. If you move to holding stock in the UK, or start using a UK fulfilment partner, this page and the delivery estimate must change the same day the shipping does. Claiming UK dispatch while shipping from overseas is a misleading commercial practice under the Consumer Protection from Unfair Trading Regulations — and it is also the single fastest way to get chargebacks. [PLACEHOLDER: name the supplier or fulfilment partner if you are happy to disclose it]
2. How long it takes
| Stage | How long |
|---|---|
| We process your order and send it to the supplier | 1–2 working days |
| Dispatch and delivery | 4–7 days |
| Typical total, from paying to opening the box | 4–7 days |
These are estimates based on how deliveries normally run, not guarantees. Customs checks, weather, strikes and peak periods such as Christmas and Lunar New Year can add time. If we know your order is going to be late, we will email you.
If a kit is for a particular date — a birthday, a memorial, a Christmas present — please order well ahead, and email us first if the date is tight. We would rather talk you out of an order than let you down.
Two different delivery estimates are in circulation and they cannot both go live.
- “About 2 to 3 weeks” — the figure this page was drafted against, reflecting goods posted from China.
- “4–7 days” — the figure now recorded in the site's product data
(
build/products.json), noted there as confirmed by you on 23 August 2026, on the basis that the slower Etsy estimate came from pessimistic processing settings rather than real logistics.
Pick one, and make the product pages, the checkout, the order-confirmation email and this page all say the same thing. Two points before you choose the faster number: a delivery estimate is pre-contract information under the Consumer Contracts Regulations, so an estimate you routinely miss is a legal exposure and not just a bad review; and 4–7 days from China is achievable, but only on an express service — check it is what your supplier is actually using, on the actual lane, not a best case.
Whichever you pick, quote a range you hit comfortably rather than your fastest ever delivery, and revisit it after your first few dozen real orders.
3. What delivery costs
Delivery is free on every order, to every country we ship to. The price shown on the product page is the whole price — there is nothing added at checkout.
We do not currently offer a paid express option.
4. Where we deliver
We ship worldwide.
there are no countries we exclude
If we find we cannot deliver to your address after you have ordered, we will tell you and refund you in full.
5. Tracking your order
Every order is sent tracked. We email your tracking number as soon as the parcel is dispatched, and you can follow it with the carrier named in that email.
You will always get an order confirmation email as soon as you pay. Keep the order number — it is the fastest way for us to find your parcel.
International tracking often goes quiet for several days while a parcel is in transit or with customs. That is normal and does not mean it is lost.
6. Getting the address right
Please check your delivery address before you confirm payment, including any flat or house number and the postcode. Once a parcel is dispatched we usually cannot change where it goes.
If a parcel is returned to us because the address was wrong or nobody could take delivery, we will contact you. We can resend it, though we may ask you to cover the cost of sending it out a second time.
7. Customs, duties and import VAT
Our published delivery terms say “free worldwide delivery, duties included”, meaning you should not be asked for anything extra when your parcel arrives.
Confirm this with your supplier in writing before publishing, because it is a promise about money and customers will hold you to it. The question to ask them is whether parcels are sent DDP (delivered duty paid — the sender covers import charges) or DAP/DDU (the customer is billed by the courier on arrival). If it is DAP, this section must be rewritten to say the customer may have to pay import VAT or duty, and the “duties included” wording has to come off the site as well. Getting this wrong means a customer opening the door to a courier demanding money — the fastest route to a refund request and a bad review. [PLACEHOLDER: confirm DDP or DAP with the supplier, then rewrite this section to match]
Some countries charge import VAT or duty on goods coming from outside their customs area. Rules and thresholds differ by country and change from time to time; we cannot advise on the rules where you live.
8. If your delivery is late
By law we must deliver within 30 days of the contract starting, unless you and we have agreed something different. If we miss that:
- You can give us a new, reasonable deadline. If we miss that too, you can cancel and get a full refund.
- If delivery by a particular date was essential — and you told us so when you ordered — you can cancel straight away and get a full refund.
- If you have already been charged and you cancel for late delivery, we refund everything you paid.
You can also use your normal 14-day right to change your mind — see the Returns & cancellations page.
9. If your parcel does not arrive
Email heirpaws.shop@gmail.com with your order number. If your kit has not arrived after 30 days from dispatch, we will send a replacement or refund you in full, whichever you prefer.
Chasing the carrier is our job, not yours. Your contract is with us.
10. If your parcel arrives damaged
Take a photo of the packaging and the contents before you unpack any further, then email heirpaws.shop@gmail.com with your order number. We will replace it or refund you. You never pay return postage on a damaged item.
11. When the kit becomes yours
The kit is our responsibility until it is delivered to the address you gave us. From the moment it is delivered, it is yours — so if it is left in a safe place you nominated, or with a neighbour you asked us to leave it with, it is yours from then.
You own the kit once we have received payment in full.
12. Asking about a delivery
Email heirpaws.shop@gmail.com with your order number in the subject line. We aim to reply within 2 working days.
Related pages: Returns & cancellations · Terms of sale · Privacy & cookies.
This is a draft prepared for review. It is not legal advice, and it has not been checked by a qualified adviser.