Shipping Policy

1. Order processing & delivery times

Orders are processed Monday to Friday, excluding public holidays. Most orders are delivered within 3–7 business days from the time you place them. Orders placed over a weekend or holiday begin processing on the next business day. You'll receive an email confirmation when your order is placed, and another with tracking once it ships.

2. Shipping options & costs

We offer the following options at checkout. Final rates and available services are confirmed based on your destination before you pay:

• Standard shipping — a flat $11.70 on orders under $300; your order typically arrives within 3–7 business days.
• Free standard shipping — automatically applied on all orders over $300.
• Express shipping — a faster option where available, calculated at checkout.

Estimated transit times are provided by our carriers and are not guaranteed.

3. International shipping

We ship to many countries worldwide. International delivery times vary by destination and are confirmed at checkout. Shipping costs for international orders are calculated at checkout based on destination and order weight.

4. Customs, duties & taxes

International orders may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are determined by local authorities and are the responsibility of the recipient. They are not included in our product prices or shipping costs. We recommend checking with your local customs office for details before ordering.

5. Tracking your order

Once your order ships, we'll email you a tracking number and a link to follow its journey. Please allow up to 24 hours for tracking information to update after you receive it. If you have an account, you can also view your order status by logging in.

6. Delays

Occasionally, factors outside our control — weather, carrier backlogs, customs inspections, or peak-season volume — can delay delivery. While we can't guarantee delivery dates, we'll always do our best to help you track down a parcel and resolve any issues. If your order seems significantly delayed, reach out and we'll investigate.

7. Incorrect addresses

Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer. If you notice a mistake, contact us as soon as possible — if your order hasn't yet shipped, we'll do our best to correct it. Parcels returned to us due to an incorrect address may incur a re-shipping fee.

8. Lost or damaged parcels

Every order is packed with care. In the rare event that your parcel arrives damaged, or doesn't arrive at all, please contact us within 7 days of the expected delivery date. We'll work with the carrier to resolve the issue and, where appropriate, arrange a replacement or refund. Please keep all packaging in case it's needed for a claim.

9. Returns & exchanges

If your bag isn't quite right, you can return an unused item in its original condition within 30 days of delivery. Full details, including how to start a return, are covered in our Return & Refund Policy. To begin a return or exchange, just email us and we'll guide you through it.

10. Contact us

Questions about shipping or a specific order? Email care@pepessence.com or visit our contact page. We're happy to help.