Shipping policy

Last updated: 24 September 2026

This Shipping Policy explains how Pretzel processes, dispatches and delivers orders.

Please read this policy carefully before placing an order. By placing an order with Pretzel, you acknowledge the shipping arrangements applicable to your order.

This Shipping Policy should be read together with our Return & Refund Policy and Terms of Service.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Shipping Area

Pretzel currently ships orders within the United Kingdom only.

We do not currently offer international shipping, including shipping to the European Union.

Available delivery charges will be displayed at checkout before payment.

We reserve the right to change the areas to which we deliver. Any delivery restrictions applicable to an order will be communicated through our website or checkout.

2. Processing and Production Times

Many Pretzel products are personalised, customised or made to order and require production before they can be dispatched.

Unless otherwise stated on the relevant product page, we aim to process and prepare orders for dispatch within 1–3 working days.

For Pretzel's processing and production times, a working day means Monday to Friday, excluding UK bank holidays.

Processing and production times are estimates and are not guaranteed dispatch or delivery deadlines unless Pretzel expressly agrees otherwise.

While we aim to complete orders within the stated processing period, processing may occasionally take longer due to circumstances including:

unusually high order volumes or seasonal demand;
equipment, machinery or technical issues;
shortages or delays affecting materials or stock;
additional production requirements;
quality-control requirements or the need to remake an item;
delays in receiving customer approvals, information, artwork or files;
staff availability;
circumstances outside our reasonable control; or
other unforeseen operational circumstances.

Where processing takes longer than originally estimated, this does not by itself mean that the order has been lost, cancelled or automatically become eligible for a refund.

However, nothing in this section restricts any statutory rights a customer may have where an order is not delivered within an agreed or legally required period.

Processing time is separate from delivery time.

Royal Mail Tracked 48 delivery times begin after the order has completed production and processing and has been dispatched.

For example, where we aim to process an order within 1–3 working days and Royal Mail Tracked 48 has a delivery aim of approximately 2–3 working days, these periods are separate and should not be interpreted as a guaranteed overall delivery period.

Orders placed during weekends or UK bank holidays will normally begin processing on the next working day.

Royal Mail delivery times are calculated according to Royal Mail's applicable service terms and delivery arrangements rather than Pretzel's definition of production working days.

3. Personalised Orders

Personalised, customised and made-to-order products may enter preparation or production shortly after an order is placed.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

If you need to request a voluntary change or cancellation, contact hello@pretzelshop.co.uk as soon as possible.

Contacting us does not automatically cancel or amend an order. We will confirm whether the requested change or cancellation can be accommodated.

Where production has not started, we may voluntarily agree to cancel or amend the order.

Once preparation or production has begun, it may no longer be possible for us to accept a voluntary cancellation or change to the personalisation, even if the order has not yet been marked as dispatched or fulfilled.

Nothing in this section affects statutory rights that apply independently of the normal change-of-mind cancellation right.

Please see our Return & Refund Policy for the full terms relating to personalised products.

4. Orders Requiring Customer Approval

Some personalised products may require customer approval of a proof, design or other information before production or dispatch.

Where approval is required, processing may be paused until the required approval or information has been received.

Any processing or delivery estimate provided before customer approval may therefore be extended by the amount of time reasonably required to obtain the customer's response.

Customers are responsible for responding to approval requests and requests for information within a reasonable time.

We are not responsible for delays caused by a customer failing to provide required approval, information, artwork, files or instructions, except to the extent that applicable law provides otherwise.

5. Delivery Service — Royal Mail Tracked 48

Pretzel currently uses Royal Mail Tracked 48 for UK deliveries.

Royal Mail Tracked 48 provides tracking to the delivery point and currently aims to deliver within approximately 2–3 working days after dispatch, subject to Royal Mail's current service terms, postcode exclusions and delivery arrangements.

Tracked 48 may provide delivery information including:

tracking updates;
delivery scans;
delivery confirmation;
delivery photographs;
estimated delivery information; and
other delivery information made available by Royal Mail.

Royal Mail's delivery times are delivery aims and are not guaranteed delivery dates unless expressly stated otherwise.

Royal Mail may change the features, delivery aims, restrictions or terms applicable to its service from time to time. The Royal Mail service terms applicable at the relevant time will govern Royal Mail's operation of the delivery service.

The delivery period begins only after the order has completed its applicable processing or production period and has been dispatched.

6. Delivery Charges

Shipping charges are calculated and displayed at checkout before payment.

The applicable charge may depend on the products in your order, parcel size, weight and other applicable shipping factors.

The total delivery charge applicable to your order will be clearly displayed before you complete your purchase.

We may change our delivery charges from time to time. Any change will apply to future orders and will not alter the delivery charge already agreed for an order that has been placed.

7. Processing Time and Delivery Time

Processing or production time and Royal Mail delivery time are separate periods.

Many Pretzel products are personalised, customised or made to order and therefore require production before they can be dispatched.

For example, if we aim to process a product within 1–3 working days and Royal Mail Tracked 48 has a delivery aim of approximately 2–3 working days, the estimated overall period consists of:

Production/processing time + delivery time after dispatch.

Neither period should be interpreted as a guaranteed overall delivery deadline unless Pretzel expressly agrees otherwise.

Paying for delivery does not reduce the processing or production time unless Pretzel expressly states otherwise.

8. Dispatch Confirmation and Tracking

We will normally send a dispatch or fulfilment confirmation when your order has been dispatched.

Where available, Royal Mail tracking information will be provided so that you can monitor the progress of your delivery.

Tracking information may take some time after dispatch to become active or update within Royal Mail's system.

A temporary lack of tracking updates does not necessarily mean that a parcel has been delayed or lost.

Customers are encouraged to monitor their tracking information after dispatch, particularly where Royal Mail provides information about:

expected delivery;
attempted delivery;
safe-place delivery;
delivery to a neighbour;
collection requirements; or
other delivery arrangements.

If tracking has not updated for an unusual period or your order has not arrived within the expected delivery period, please contact hello@pretzelshop.co.uk.

9. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

recipient name;
house or building number/name;
street;
town or city;
postcode; and
any other information necessary for successful delivery.

If you notice an error after placing your order, contact hello@pretzelshop.co.uk immediately.

We will try to amend the address if the order has not yet been dispatched, but we cannot guarantee that an amendment will be possible.

Once an order has been dispatched, we may be unable to change or redirect the delivery address.

10. Incorrect or Incomplete Addresses

Where delivery cannot be completed because the customer supplied an incorrect or incomplete address, Pretzel is not responsible for the address error itself.

If the parcel is returned to us, we may require payment of the reasonable cost of re-delivery before sending it again.

For products made to the customer's specifications or clearly personalised, an incorrect or incomplete address supplied by the customer does not create a right to cancel the order or receive a refund merely because delivery could not be completed.

Where a parcel cannot be recovered because it was delivered in accordance with incorrect delivery information supplied by the customer, we will consider the individual circumstances and available Royal Mail information.

This section does not apply where the customer supplied the correct delivery information and the delivery failure resulted from an error by Pretzel or Royal Mail.

11. Failed Delivery Attempts and Uncollected Parcels

Customers are responsible for taking reasonable steps to receive or collect their order following an attempted delivery.

Depending on Royal Mail's available services and delivery arrangements, an unsuccessful delivery may result in:

another delivery attempt;
collection from a Royal Mail location;
delivery to an authorised alternative location;
delivery according to the customer's Royal Mail delivery instructions; or
the parcel being returned to us.

Customers should follow any delivery or collection instructions provided by Royal Mail.

Refusing delivery, failing to collect a parcel or allowing a parcel to be returned to sender does not automatically cancel an order or create a right to a refund.

Products that are made to the customer's specifications or are clearly personalised remain excluded from the normal statutory change-of-mind cancellation right merely because delivery was refused, missed or the parcel was not collected.

If a parcel is returned to us following unsuccessful delivery or failure to collect it, reasonable re-delivery charges may apply where the failed delivery was not caused by Pretzel or Royal Mail.

Nothing in this section affects statutory rights where the delivery failure is the responsibility of Pretzel or another statutory right applies.

12. Safe Places, Neighbours and Customer Delivery Instructions

Where a customer requests or authorises delivery to a nominated safe place, neighbour, collection point or alternative location through Royal Mail, the customer is responsible for ensuring that the requested location and delivery instruction are suitable and accurate.

Customers should carefully consider the security and suitability of any location they nominate for delivery.

Where Royal Mail records that delivery was completed in accordance with a delivery instruction specifically provided or authorised by the customer, that instruction and the available delivery evidence will be taken into account when investigating any subsequent claim that the parcel was not received.

Such evidence may include, where available:

Royal Mail tracking information;
delivery photographs;
GPS or location information;
delivery scans;
customer delivery instructions;
safe-place information;
preferred-neighbour information;
collection-point information; and
other relevant Royal Mail records.

Customer authorisation of a safe place, neighbour or alternative delivery arrangement does not automatically determine the outcome of a disputed-delivery claim.

Each claim will be considered according to the circumstances, the customer's instructions, available delivery evidence and applicable UK consumer law.

Nothing in this section excludes or restricts any responsibility that Pretzel cannot legally exclude.

13. Delivery Shown as Delivered but Not Received

If Royal Mail tracking shows that your parcel has been delivered but you cannot locate it, please:

check the delivery location carefully;
check any nominated safe place;
check with members of your household;
check with neighbours where appropriate; and
review the delivery photograph, tracking information and any Royal Mail notifications available to you.

If the parcel still cannot be located, contact hello@pretzelshop.co.uk as soon as reasonably possible.

We may open an investigation with Royal Mail.

When investigating a disputed delivery, we may consider available evidence including:

Royal Mail tracking;
delivery photographs;
GPS or location information;
delivery scans;
delivery time and date;
delivery instructions;
safe-place or neighbour information;
the delivery address supplied with the order;
communications with Royal Mail; and
other relevant information.

A Royal Mail tracking status showing delivered may form important evidence that delivery occurred, but it will not automatically determine the outcome of a disputed-delivery claim where other relevant evidence indicates that delivery may not have been properly completed.

14. Lost or Missing Parcels

If your order has not arrived within the expected delivery period, please contact hello@pretzelshop.co.uk.

Where appropriate, we will investigate the shipment with Royal Mail.

A parcel will not necessarily be treated as lost immediately after an estimated delivery date has passed. Royal Mail may require a reasonable period to pass or an investigation to be completed before a shipment can be treated as lost.

Customers may be asked to provide reasonable information or assistance required to investigate a missing delivery.

Where an order is confirmed as lost in transit before delivery to the customer, Pretzel will provide an appropriate remedy in accordance with applicable UK consumer law.

Customers will not be required to pursue Royal Mail themselves in order to exercise rights they have against Pretzel.

15. Damaged Parcels and Products

If your order arrives damaged, please contact us as soon as reasonably possible at hello@pretzelshop.co.uk.

Please retain the product and, where possible, all relevant packaging.

We may reasonably request:

photographs of the damaged product;
photographs of the external packaging;
photographs of any visible damage to the parcel;
photographs of internal packaging;
a photograph of the shipping label; and
other information reasonably necessary to investigate the damage.

This information may be required to investigate the matter with Royal Mail and determine the appropriate remedy.

Please do not dispose of a damaged product or its relevant packaging until we have confirmed that it is no longer required, where it is reasonable for you to retain it.

Damage occurring during delivery will be handled in accordance with your statutory rights and our Return & Refund Policy.

16. Delayed Deliveries

Occasionally a delivery may take longer than the estimated delivery period.

Where a delay occurs, we may investigate the shipment with Royal Mail and provide updated information where available.

An estimated delivery date, processing period or Royal Mail delivery aim is not necessarily a guaranteed delivery date unless Pretzel expressly agreed that delivery by a particular date or within a particular period was guaranteed or otherwise forms part of the contract.

Where no specific delivery period has been agreed, goods will be delivered without undue delay and within the period required by applicable UK consumer law.

Where an order has not been delivered within an agreed or legally required period, the customer may have statutory rights relating to late delivery.

Depending on the circumstances, this may include giving Pretzel an appropriate additional period in which to make delivery or, where the applicable statutory requirements are satisfied, treating the contract as at an end.

Nothing in this Shipping Policy restricts those statutory rights.

17. Time-Sensitive Orders

If you require an order for a particular event or date, such as a birthday, wedding, holiday, business event or other occasion, you should contact us before placing the order if delivery by that date is essential.

Unless Pretzel expressly agrees before the contract is made that delivery by a particular date is essential or guaranteed, estimated processing times, Royal Mail delivery aims and estimated delivery dates should not be treated as a guarantee that an order will arrive for a particular event or occasion.

A customer entering a preferred delivery date, event date or similar request in an order note, personalisation field or other customer-supplied information does not by itself constitute Pretzel's agreement to a guaranteed delivery date.

Similarly, placing an order shortly before an event does not by itself make the estimated delivery date a guaranteed or essential delivery deadline.

Where Pretzel expressly agrees to a particular delivery deadline, or where applicable consumer law otherwise treats delivery within a particular period as essential, the customer's applicable statutory rights remain unaffected.

18. Delivery Delays Outside Our Reasonable Control

Pretzel is not responsible for causing delays arising solely from circumstances outside our reasonable control.

These may include:

severe weather;
transport disruption;
industrial action;
Royal Mail network disruption;
major operational disruption;
exceptional seasonal demand;
emergencies; or
other exceptional events outside our reasonable control.

Where such circumstances affect an order, we will take reasonable steps to manage the situation and provide appropriate assistance.

This provision does not remove any statutory rights or remedies that a customer may have against Pretzel in relation to delivery of the goods.

19. Refused Deliveries

Refusing delivery does not automatically constitute cancellation of an order.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

Refusing delivery of such a product does not create a right to cancel the order or receive a refund simply because the customer has changed their mind or no longer wants the product.

Where a parcel is returned to us because delivery was refused, please contact us.

If re-delivery is requested, reasonable additional delivery charges may apply where the return was not caused by an error by Pretzel or Royal Mail.

This does not affect statutory rights where the goods are faulty, materially not as described or otherwise fail to conform to the contract, or where another statutory right applies.

20. Delivery to Another Person or Address

Where the customer asks us to deliver an order to another person or to an address different from the customer's own address, the customer is responsible for ensuring that the delivery information is accurate and that the intended recipient can receive the parcel.

Delivery to an address specified by the customer will be treated in accordance with applicable consumer law and the circumstances of the delivery.

21. Orders Containing Products With Different Processing Times and Split Shipments

Where an order contains multiple products with different processing or production times, the order may be dispatched together once all products are ready, or Pretzel may choose to dispatch products separately.

Unless otherwise stated or agreed, the presence of a product with a shorter processing time does not require Pretzel to dispatch that product separately before the remaining products are ready.

Where an order is split into multiple shipments, you may receive more than one parcel and separate Royal Mail tracking information for each shipment.

You will not be charged additional delivery fees solely because Pretzel chooses to split an order into multiple shipments after the order has been placed, unless an additional delivery arrangement has been separately requested and agreed with you.

22. Delivery Restrictions

We reserve the right not to accept an order where we cannot reasonably deliver to the address provided or where Royal Mail Tracked 48 is unavailable for that destination.

Where an order has already been placed but cannot be fulfilled because we are unable to deliver to the supplied address, we will contact the customer and provide an appropriate resolution.

23. Responsibility for Goods During Delivery

Pretzel remains responsible for the goods during delivery to the extent required by applicable UK consumer law.

We do not treat the mere act of handing a parcel to Royal Mail as automatically transferring all delivery risk to the customer.

Different considerations may apply where a customer independently arranges for a carrier that was not offered or arranged by Pretzel, to the extent provided by applicable law.

24. Shipping Charges and Refunds

Shipping and delivery charges associated with cancellations, returns, faulty products and change-of-mind returns are governed by our Return & Refund Policy.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

Such products do not become eligible for cancellation, return or refund merely because delivery is refused or missed, the parcel is not collected, the customer subsequently changes their mind or the product is subsequently no longer wanted.

This does not affect statutory rights where the goods are faulty, materially not as described or otherwise fail to conform to the contract, or where another statutory right applies.

Where an eligible non-personalised order is validly cancelled under statutory cancellation rights, applicable outbound delivery charges will be refunded as described in our Return & Refund Policy and as required by applicable law.

Where a parcel is returned because of an incorrect address, failed collection, refused delivery or another circumstance for which Pretzel is not responsible, reasonable additional delivery charges may apply if re-delivery is requested.

25. Delivery Disputes and Payment Disputes

If you believe that an order has not been delivered correctly, please contact hello@pretzelshop.co.uk so that we can investigate.

Where a delivery-related payment dispute, chargeback or similar claim is raised, Pretzel may provide relevant evidence to the payment provider, buy-now-pay-later provider, card issuer or other appropriate party, where permitted by applicable law and our Privacy Policy.

Evidence may include, where relevant:

the delivery address supplied with the order;
order and dispatch records;
Royal Mail tracking information;
delivery scans;
delivery photographs;
GPS or location information supplied by Royal Mail;
customer-selected delivery instructions;
safe-place or alternative-delivery instructions;
records of attempted delivery;
collection information;
proof of postage;
production and fulfilment records;
relevant communications with the customer or Royal Mail; and
other information reasonably necessary to investigate or respond to the claim.

The existence of Royal Mail tracking, delivery photographs or other delivery evidence will be considered together with the circumstances of the individual claim.

Where the underlying product was made to the customer's specifications or clearly personalised, raising a delivery or payment dispute does not itself convert the product into a product carrying the normal statutory change-of-mind cancellation right.

Nothing in this section restricts a customer's right to raise a legitimate payment dispute or exercise any statutory consumer right.

26. Your Statutory Rights

Nothing in this Shipping Policy is intended to exclude, restrict or replace any rights or remedies that cannot legally be excluded under UK consumer law.

Where there is any conflict between this policy and a mandatory statutory right, the statutory right will apply.