Shipping policy
At Polibana, we aim to provide clear shipping information before you place an order. The shipping method and applicable fee for your order will be shown during checkout based on the delivery address and the option selected.
Before Your Order Ships
After payment is successfully completed, most orders require 1–3 business days for preparation and processing.
Weekends and public holidays are not counted as business days.
Once the parcel has been handed over for delivery, we will send a shipping confirmation email. Tracking details will be included whenever tracking is available for the shipment.
Please keep in mind that the processing period is separate from the delivery time shown below.
Delivery Options
Regular Delivery
Shipping charge: £5.99
For orders sent by our standard delivery service, the usual estimated transit time is:
15–20 days after dispatch
This estimate begins from the date the order leaves our processing facility and does not include the initial 1–3 business day preparation period.
Priority Delivery
Shipping charge: £15.99
Priority Delivery is intended for customers who prefer a faster shipping option than our regular service.
Delivery speed may differ depending on the destination, carrier network, customs procedures, and local transportation conditions. Any available delivery estimate may be provided during checkout or through the carrier's tracking information after dispatch.
Free Standard Delivery
A merchandise subtotal of £39.99 or more before taxes qualifies for free regular shipping.
This benefit applies only to the £5.99 standard shipping option.
Customers who select Priority Delivery will still be charged £15.99, even when the order value is £39.99 or more.
Taxes, import charges, duties, and similar fees are not included when determining whether an order reaches the free-shipping threshold.
Shipping Restrictions & Unavailable Destinations
To comply with applicable trade regulations, international shipping requirements, and carrier service restrictions, we currently do not accept or fulfill orders with delivery addresses in the following countries or regions:
North Korea, Iran, Myanmar, Russia, Syria, Cuba, South Sudan, Yemen, Haiti, Venezuela, and Afghanistan.
Shipping services to these destinations are unavailable through our store, regardless of the shipping method selected.
If an order is placed with a delivery address in one of the listed destinations, we may cancel the order and issue a refund to the original payment method in accordance with applicable law.
Shipping availability may change due to regulatory requirements, international transportation conditions, or carrier restrictions. We reserve the right to update our delivery restrictions when necessary.
Customers are responsible for providing an accurate shipping address and confirming that their destination is supported before completing a purchase.
Delivery Estimates
The delivery periods provided on our website are estimates rather than guaranteed arrival dates.
Actual transit times can be affected by circumstances such as:
- customs inspections or clearance procedures;
- carrier delays or network disruptions;
- local delivery conditions;
- severe weather;
- public holidays;
- high-volume shopping periods;
- transportation interruptions;
- destination-specific restrictions.
Because some of these circumstances are outside our direct control, the final arrival date may differ from the original estimate.
Customs, Duties and Import Charges
Orders shipped internationally may be subject to import duties, customs charges, local taxes, or handling fees imposed by the destination country or region.
Unless the checkout page specifically states otherwise, these charges are not included in the product price or shipping fee and may be payable by the recipient.
Customs rules vary by location, so customers should review any applicable import requirements for their destination before placing an order.
Customs processing may also extend the delivery period.
Please Check Your Address Carefully
Customers are responsible for entering an accurate and complete delivery address at checkout.
Before submitting your order, please confirm that the following information is correct where applicable:
- recipient name;
- street address;
- apartment, unit, or building number;
- city;
- state or province;
- postal code;
- country or region;
- valid contact details.
If you discover an address error after placing your order, contact us as soon as possible at [email protected].
We will try to assist before shipment, but address changes cannot be guaranteed once an order has entered processing or has already been dispatched.
If a parcel must be resent because the customer supplied an incomplete or incorrect address, an additional shipping charge may apply where appropriate.
Tracking Your Parcel
When tracking is available, you will receive the relevant tracking details after dispatch.
Tracking information may not appear immediately after the shipping confirmation email is sent. Carriers sometimes require additional time before the first scan or tracking update becomes visible.
Once the shipment is in transit, tracking events are provided by the carrier and may occasionally be delayed.
If Your Delivery Is Delayed
If your package has not arrived within the expected delivery period, please review the latest tracking information first.
If the tracking record shows no meaningful progress for an extended period, or you believe the shipment may have encountered a problem, contact us at:
Please include your order number and a brief description of the issue.
We may need to review the tracking history or contact the relevant carrier before determining the next appropriate step.
Damaged, Incorrect or Missing Items
If your parcel arrives damaged, or the contents do not match your order, please contact our customer service team as soon as reasonably possible.
When contacting us, please provide:
- your order number;
- a description of the issue;
- photographs of the package and product, where relevant.
This information helps us review the situation and provide appropriate assistance.
Returns, refunds, and other post-delivery matters are handled in accordance with our Return & Refund Policy.
Orders Sent in Separate Packages
Some orders may be divided into more than one shipment due to product availability or fulfillment arrangements.
If this happens, you may receive separate packages and separate tracking numbers.
You will not be charged extra shipping fees simply because Polibana chooses to send an eligible order in multiple parcels.
Shipping Policy Changes
We may revise this Shipping & Delivery page when our shipping services, carrier arrangements, or operating procedures change.
The latest version will always be published on this page.
Any revision will not normally change the shipping terms already confirmed for an existing order, unless required by applicable law.
Need Help?
For questions about shipping or an existing order, contact:
Polibana Customer Service
[email protected]