Delivery policy

Current availability

We are not currently taking online orders for physical items or delivery. Support payments are separate and remain available. Catalogue pages and archived prices are not an offer of immediate dispatch.

We plan to deliver with DHL Express. Delivery services and prices are not yet available. When ordering opens, you will be able to check whether we deliver to your address, how much it costs and when to expect your order before you pay.

Before you order

When ordering opens, the product page and checkout will explain the available destination, delivery charge, expected dispatch time and estimated transit time. Production, artist signing and dispatch time are separate from the carrier’s transit estimate. Any longer production or pre-order period will be explained and agreed with you before you pay.

Your order total will include the delivery option you select. We only accept an order where we can provide the delivery service shown.

Your address and delivery updates

Check the recipient’s name, full address, postcode and country before paying. Where requested, a delivery phone number is used for carrier or customs contact. We share only the details needed to arrange and complete the delivery.

Contact sales@pupandtiger.co.uk promptly if an address needs correcting. We cannot guarantee an amendment once a parcel is handed over. We will explain any available option and its cost before agreeing an additional charge. An address correction does not remove your statutory rights.

When your order should arrive

Unless we have agreed a different period with you, goods will be delivered without undue delay and within 30 days of the contract. A tracking link or estimated transit time does not replace that obligation.

If delivery is late, contact us. You can normally set an appropriate additional delivery deadline and cancel for a refund if we miss it. You may cancel without that extra deadline if we refuse to deliver, or if delivery by an agreed essential date was part of the contract. We refund payments due on cancellation without undue delay.

Responsibility for your parcel

Goods remain our responsibility until you or someone you nominate receives them. This applies when we arrange the carrier. If tracking says a parcel has arrived but you have not received it, contact us so we can investigate.

Your rights against us do not depend on the carrier accepting an insurance claim. If an order is lost or arrives damaged, contact us with the order reference. We arrange the appropriate replacement or refund; you do not have to pursue DHL yourself. A refund for a wholly lost order includes the amount paid for the goods and delivery.

International delivery and customs

International delivery is not open yet. We will confirm eligible countries, restrictions and charges before accepting international orders. Availability can depend on the work, destination and carrier service.

Before payment, we will explain whether destination import taxes, customs duties and carrier handling charges are included in your payment or need to be paid separately by you. Customs clearance can affect delivery times. Your cancellation rights and other legal protections still apply.

For an international return, contact us for the address and customs instructions before sending the parcel. Change-of-mind return postage is normally your responsibility; we cover reasonable return costs for faulty, damaged or incorrect goods. We will explain any applicable return charges in advance and will not make an automatic blanket deduction for customs or carrier fees.

Returns and collection

Our postal return address is Pup and Tiger Ltd, 18 City Wall Avenue, Canterbury, CT1 2FZ, United Kingdom. It is not a public gallery or a walk-in collection point. Contact us for packing advice or a carrier label, especially for damaged work.

Read Returns for cancellation periods, the optional cancellation form, return postage and refunds. Collection is free where it is offered for your order, and takes place by agreed appointment.

Contact and related terms

For an order or delivery question, email sales@pupandtiger.co.uk. General enquiries can go to info@pupandtiger.co.uk. Our terms of sale and privacy notice also apply.