Shipping policy
All orders are shipped from our London studio in Notting Hill. We aim to process and dispatch orders within 2–4 business days. Once your order has shipped, you will receive a tracking link via email.
1. Shipping Rates
| Region | Courier | Estimated Delivery Time |
Estimated Cost |
|---|---|---|---|
| United Kingdom | Royal Mail Tracked 24 / DHL | 2–5 business days |
£3.75 (Free on orders of £125.00 and up) |
| European Union | DHL Express / UPS | 5–10 business days | £8.95 |
| United States | DHL Express / UPS | 10–14 business days | £21.95 |
Processing Time
Orders are typically processed within 2–4 business days. Orders placed before 5:00 PM (Monday – Friday) are processed the same day; orders placed after this time or on weekends will be processed and shipped on the next business day. Please note that processing and shipping occur only on business days (Monday – Friday).
Customs & Import Duties
For orders shipped outside the UK, import duties, taxes, and fees may apply. These charges are determined by your local customs authority, and it is the customer's responsibility to pay for them.
Pre-order or made-to-order pieces will display their estimated dispatch window on the product page. If your order is delayed, we’ll notify you via email.
2. Delivery Options & Timeframes
United Kingdom
-
Standard Delivery: 2–5 business days from dispatch via Royal Mail Tracked or a comparable courier.
United States
-
Tracked International Delivery: Typically 10-14 business days from dispatch via DHL, UPS, or Royal Mail International Tracked.
Delivery times are estimates and may vary depending on customs clearance.
Europe
- Standard Delivery: 5-10 business days from dispatch via DHL Express/UPS or a comparable courier.
3. Order Tracking
Once your order has shipped, you’ll receive a confirmation email with a tracking link so you can follow its journey.
4. Risk & Responsibility
Pianella's remains responsible for your order until it has been delivered into your possession or to a person you nominate at the delivery address.
If your parcel appears lost or arrives damaged, please contact contact@pianellas.com so we can assist.
6. Undeliverable or Incorrect Addresses
If an order is returned to us due to an incorrect or incomplete address, or because it was uncollected, we can reship it (additional postage applies) or refund the item cost once it is safely returned in original condition.
Original shipping fees are non-refundable.
7. Contact
For any shipping enquiries, please contact us at:
contact@pianellas.com
+44 7884 043600
Mon–Fri | 10:00–17:00 UK time
This policy complies with UK consumer law and international export regulations. Your statutory rights remain unaffected.