Shipping policy

Where we deliver

We deliver to addresses in the United Kingdom only. We are not currently able to ship to the Channel Islands, the Isle of Man, or BFPO addresses.

Delivery cost

Delivery is free on every order. There is no minimum spend and no surcharge for larger sizes or multiple items.

Dispatch

Orders are processed and dispatched within 1 to 2 working days. Orders placed at a weekend or on a bank holiday are processed on the next working day.

Your order is fulfilled by our warehouse partner and is sent from outside the UK. All duties and import charges are paid by us before your parcel reaches you, so you will never be asked for money on delivery.

Delivery times

Most orders arrive within 3 to 5 working days of dispatch, so allow 4 to 7 working days from the day you place your order.

These are estimates rather than guarantees. Deliveries can take longer during busy periods, in bad weather, or where a courier is dealing with delays outside its control. If your order has not arrived within 30 days of the day you placed it, contact us and we will either resend it or refund you in full.

Tracking

You will receive a tracking link by email once your order has been dispatched. Tracking can take a day or two to begin updating after you receive the link, which is normal and does not mean anything has gone wrong.

The final part of the journey is handled by Royal Mail or Evri. Both take a photograph at the point of delivery, which appears on your tracking page.

If nobody is home

The courier will either leave your parcel in a safe place, hand it to a neighbour, or leave a card explaining how to arrange redelivery or collection. The delivery photograph on your tracking page will show where it was left.

Delivery address

Please check your address carefully before completing your order. If you spot a mistake, email us at support@shoparnovo.com as soon as possible and we will correct it if the order has not yet been dispatched.

Once an order has left the warehouse we cannot change the delivery address. If a parcel is returned to us because the address was incorrect or incomplete, we will refund the order or resend it to a corrected address.

Missing or damaged parcels

If your tracking shows your parcel as delivered but you cannot find it, please check any safe places around your property, ask your neighbours, and look at the delivery photograph on your tracking page. If you still cannot find it, contact us and we will look into it with the courier.

If your order arrives damaged, email us at support@shoparnovo.com with a photograph and we will replace it or refund you in full.

Cancellations and returns

You can cancel your order at any point before it is dispatched by emailing support@shoparnovo.com.

You also have a legal right to cancel within 14 days of receiving your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Separately from that right, we offer a 30 day guarantee. If your PuddleStop pads are not right for you, email us within 30 days of delivery and we will refund you in full. You do not need to send anything back.

Full details are on our Refund Policy page.

Contact

Email: support@shoparnovo.com

We aim to reply to every message within one working day.