Shipping policy

Shipping Policy

We’re delighted to send Puzzle Portraits™ to pet lovers around the world. Please review the information below before placing your order.

Where We Ship

We currently offer shipping to most countries and territories worldwide, including Australia, the United States, the United Kingdom, Canada, New Zealand, Germany, France, Japan, Singapore, Hong Kong, the United Arab Emirates and South Korea.

Shipping is currently unavailable to Cuba, Iran, North Korea and Syria. Availability may change if a destination cannot be serviced by our shipping partners or becomes subject to delivery restrictions.

If we’re unable to ship to your address after an order has been placed, we’ll contact you and issue a full refund.

Shipping Costs

We offer free worldwide shipping to every destination we currently service.

Processing Times

Orders are usually processed and dispatched promptly, often on the same business day. Please allow up to 1–3 business days during busy periods. Processing is included within our overall delivery estimate.

Estimated Delivery Times

Most orders arrive within approximately 5–10 business days of being placed.

Delivery timeframes are estimates rather than guarantees. Public holidays, remote locations, customs clearance, severe weather, courier delays and other circumstances outside our control may occasionally affect delivery times.

Order Tracking

All orders include tracking. Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking information. If you have any issues accessing your order tracking, please contact us on hello@shopprrlux.com and we'll help.

Tracking updates are provided by the shipping carrier and may not appear immediately after dispatch.

Customs Duties and Import Taxes

International orders are sent using duty-paid shipping wherever available. This means you should not normally be required to pay customs duties, import taxes or similar charges when your order arrives.

In rare circumstances, a customs authority or local carrier may impose an unexpected charge outside our standard shipping arrangements. If this happens, please contact us at hello@shopprrlux.com before making payment where possible, and we’ll investigate it for you.

Incorrect Shipping Addresses

Please check your shipping address carefully before submitting your order.

If you notice an error, contact us immediately at hello@shopprrlux.com . We’ll do our best to update the address if your order hasn’t been processed or dispatched, but we can’t guarantee that changes will be possible.

Prrlux isn’t responsible for delivery problems caused by an incorrect or incomplete address supplied at checkout. Additional shipping costs may apply if an order needs to be sent again.

Changing or Cancelling an Order

If it hasn’t entered processing or been dispatched, we’ll do our best to help. We can’t guarantee changes or cancellations once an order is being prepared or has shipped.

Delayed Orders

Occasional carrier or customs delays can happen. If your order is taking longer than expected, check your tracking information first and then contact us at hello@shopprrlux.com if you need assistance.

We’ll help investigate the shipment with the carrier where appropriate.

Lost, Returned or Undeliverable Orders

If tracking indicates that your order may have been lost, contact us at hello@shopprrlux.com so we can investigate.

Orders may be returned to the sender because of an incorrect address, unsuccessful delivery attempts, refusal to pay applicable customs charges or failure to collect the parcel. If this happens, contact us so we can discuss the available options. Additional postage may apply if the order needs to be sent again for reasons outside our control.

Damaged, Incorrect or Incomplete Orders

Please inspect your order when it arrives. If it is damaged, incorrect or missing any items, contact us as soon as possible at hello@shopprrlux.com.

Include your order number and clear photographs showing the issue. We’ll assess the problem and arrange an appropriate replacement, refund or other resolution where required.

Your Consumer Rights

Nothing in this policy excludes, restricts or replaces any rights or remedies available to you under the consumer laws that apply in your country or region.