Shipping policy

Sherwood Paws Limited

Shipping and Delivery Policy

Last updated: 6 August 2026

This policy explains where we deliver, our delivery charges, estimated timescales and what to do if there is a problem with a delivery. It applies to retail Consumers and approved Trade Customers purchasing directly from Sherwood Paws Limited.

This policy should be read alongside our Website, Retail and Trade Terms and Conditions and our Returns and Refunds Policy.

1. Delivery area

We currently deliver to addresses within the United Kingdom only.

Our standard UK delivery charge applies to eligible addresses throughout the UK, including Northern Ireland, the Scottish Highlands and UK islands. Deliveries to remote locations may take longer than our usual estimated timescale.

We do not currently offer standard website delivery outside the UK. Trade Customers must obtain our prior written permission before exporting, advertising or selling Products outside the UK.

Please contact sales@sherwoodpaws.co.uk before ordering if you are unsure whether we can deliver to your address.

2. Delivery charges

Our standard UK delivery charges are:

  • £4.99 for qualifying orders below £75; and
  • free standard delivery for qualifying orders of £75 or more.

The applicable Product subtotal and delivery charge will be shown at checkout before payment is made.

Any exceptional, upgraded or separately arranged delivery service will be charged at the amount shown at checkout or agreed with you before the order is accepted.

3. Minimum Trade Customer order

The minimum order value for Trade Customers is £50, excluding delivery charges unless we state otherwise.

The £50 minimum does not apply to retail Consumers unless a minimum is clearly displayed for a particular Product or service before ordering.

4. Order processing and payment

Orders are processed on working days, excluding weekends and bank holidays.

Retail Consumers must pay in full when ordering. Trade Customers may pay when ordering or, where offered, against a pro forma invoice. Orders will not be dispatched until payment has been received in full in cleared funds.

Payment by pro forma invoice is not a credit facility and may delay dispatch until the payment has cleared.

During busy periods, product launches, promotions, bank holidays or events outside our reasonable control, processing may take longer. We will take reasonable steps to keep customers informed of a material delay.

5. Estimated delivery times

We normally aim to deliver UK orders within 2–3 working days after dispatch.

Delivery times are estimates unless we expressly confirm a guaranteed service in writing. Remote locations, Northern Ireland and UK islands may require additional transit time.

If Products are unavailable or an order is likely to be materially delayed, we may contact you to offer an updated timescale, an alternative where appropriate, or a refund for the unavailable Product.

Consumer orders will be delivered without undue delay and normally within 30 days after the contract is formed unless we agree a different delivery period with the Consumer.

6. Carriers and tracking

We normally use DHL or another suitable carrier selected by us.

Where tracking is available, tracking information will normally be sent to the email address or telephone number supplied with the order. Tracking events and delivery estimates provided by a carrier are controlled by that carrier and may change during transit.

Please check that your email address, telephone number and delivery address are complete and accurate before submitting your order.

7. Delivery addresses

Customers are responsible for providing a complete and accurate delivery address, including the correct postcode, business name, unit number and any access information reasonably required by the carrier.

We cannot guarantee that an address can be changed after an order has been accepted or dispatched. Please contact sales@sherwoodpaws.co.uk immediately if you identify an error.

We may decline delivery to an address that our carrier cannot service safely or lawfully. If this occurs, we will contact you and refund any amount paid for Products that cannot be delivered.

8. Receiving business deliveries

Trade Customers should ensure that someone is available at the delivery address during normal delivery hours and that the carrier can access a suitable unloading point.

The person accepting a delivery should check the number and apparent condition of the parcels. Where possible, visible parcel damage should be noted with the carrier at the time of delivery.

A signature or delivery confirmation by an employee, reception desk, fulfilment centre, warehouse operator or another person present at the nominated business address will normally be treated as delivery to the Trade Customer.

9. Safe places, neighbours and delivery instructions

If you give the carrier permission to leave a parcel in a safe place, with a neighbour, reception desk or another nominated recipient, the carrier may follow those instructions where permitted.

Please choose delivery instructions carefully. We will assess any subsequent loss or damage claim according to the circumstances, the instructions provided and applicable law. Nothing in this section limits a Consumer's statutory rights.

10. Missed, refused or failed delivery

If nobody is available to receive the parcel, the carrier may:

  • attempt redelivery;
  • leave the parcel in an authorised safe place;
  • deliver it to an authorised neighbour or collection point; or
  • return it to us.

Customers should follow the carrier's tracking information and instructions promptly.

Where a delivery fails because the Customer supplied an incorrect or incomplete address, refused the parcel without a valid reason, did not collect it, or did not follow reasonable carrier instructions, we may charge the reasonable cost of redelivery or return. For Consumers, any deduction or additional charge will be made only where permitted by law and will not affect statutory rights.

11. Split deliveries

We may send an order in more than one parcel or delivery where reasonably necessary. You will not be charged an additional standard delivery fee solely because we split an order.

Tracking information may be issued separately for each parcel. Please check all parcel details before reporting an item as missing.

12. Damaged parcels, shortages and incorrect Products

Please inspect the order as soon as reasonably possible after delivery.

If a parcel or Product is damaged, missing or incorrect, email sales@sherwoodpaws.co.uk with:

  • your name or business name;
  • your order number;
  • details of the affected Product or missing item; and
  • clear photographs of the outer packaging, inner packaging, delivery label and affected Product.

Trade Customers should report visible damage, shortages or incorrect Products within 48 hours of delivery, where reasonably possible. Latent faults that could not reasonably have been identified on delivery should be reported promptly after discovery.

The 48-hour reporting request helps us investigate the issue with our warehouse and carrier. It does not restrict a Consumer's statutory rights and does not automatically invalidate a genuine Trade Customer claim where the issue could not reasonably have been identified or reported within that period.

Please keep the Product and all packaging until we confirm that they may be disposed of or returned.

13. Tracking says delivered but the parcel is missing

If tracking shows that a parcel has been delivered but you cannot locate it, please:

  • check the delivery address on the order;
  • check any nominated safe place;
  • ask other occupants, employees, neighbours, reception staff or warehouse personnel; and
  • review any photograph or location information supplied by the carrier.

If the parcel is still missing, contact sales@sherwoodpaws.co.uk promptly so we can investigate with the carrier.

14. Delayed or lost deliveries

Carrier delays can occasionally occur. If tracking has not updated or the estimated delivery date has passed, please contact us and we will investigate.

A parcel will not necessarily be treated as lost immediately after a missed estimate. We may need to allow the carrier a reasonable investigation period before confirming the appropriate remedy.

Where a Consumer's delivery cannot be completed within the agreed period, or otherwise within the period required by law, the Consumer may have the right to set an appropriate additional deadline or cancel in circumstances provided by consumer law.

For Trade Customers, estimated delivery dates are not of the essence unless we expressly agree otherwise in writing.

15. Risk and ownership

For Consumers, risk passes when the Products come into the physical possession of the Consumer or a person identified by the Consumer to receive them, except where the Consumer independently appoints a carrier not offered by us.

For Trade Customers, risk passes when the Products are delivered to the nominated delivery address or collected by the Trade Customer or its appointed carrier, whichever occurs first.

Ownership of Products does not pass until Sherwood Paws has received payment in full for those Products.

16. Events outside our reasonable control

Delivery may be affected by events outside our reasonable control, including severe weather, transport disruption, industrial action, carrier-system failures, cyber incidents, import delays, public emergencies or government action.

We will take reasonable steps to minimise disruption and resume delivery when reasonably possible. This section does not remove any statutory right a Consumer has where delivery cannot be completed within a reasonable or agreed period.

17. Contact us

For delivery questions or problems, contact:

Sherwood Paws Limited
Unit 9, London Road Business Park
Retford
DN22 6HG

Email: sales@sherwoodpaws.co.uk
Telephone: 01623 209400

Important: This is a commercially tailored draft and should be reviewed by a solicitor familiar with UK consumer, wholesale and e-commerce law before publication.