Shipping policy
Last updated: May 29, 2026
This Shipping Policy explains how shipping, delivery, and fulfilment work for orders placed through basil & friends.
This website is operated by Paws Limited, trading as basil & friends. The terms "we", "us" and "our" refer to Paws Limited, trading as basil & friends.
Please read this Shipping Policy before placing an order. By placing an order through our website, you agree to the shipping terms below.
1. Where We Ship
We may offer shipping to selected locations depending on the product, delivery address, fulfilment availability, and shipping carrier coverage.
Available shipping destinations will be shown at checkout.
If your destination is not available at checkout, we may not currently ship to your location.
We may update our shipping destinations from time to time without prior notice.
2. Shipping Rates
Shipping rates are calculated and displayed at checkout, unless otherwise stated on the product page or during a specific promotion.
Shipping rates may vary depending on:
- delivery destination;
- product type;
- order weight or size;
- number of items ordered;
- shipping method;
- carrier availability;
- fulfilment requirements;
- applicable promotions or shipping offers.
Any free shipping offer, discounted shipping offer, or launch shipping arrangement may be subject to separate terms, minimum order values, destination limits, or product exclusions.
3. Order Processing
After you place an order, we will process it before it is shipped.
Processing time may vary depending on:
- product type;
- stock availability;
- whether the product is made-to-order or personalised;
- custom design preparation;
- production requirements;
- quality control checks;
- packaging requirements;
- order volume;
- public holidays or events outside our control.
For custom-made or personalised products, processing may include reviewing your submitted information, preparing or generating a custom design, producing the item, checking the item, and packing it for shipment.
Processing time is separate from shipping time.
4. Custom-Made and Personalised Products
Some basil & friends products are custom-made or personalised based on information you provide, such as pet photos, pet names, text, design preferences, uploaded images, or selected product options.
Custom-made or personalised products may require additional time before shipping.
Please review all custom details carefully before placing your order, including:
- pet name spelling;
- uploaded photo or image;
- selected style or design;
- product option;
- delivery information.
Once a custom-made order has entered production, changes or cancellations may not be possible.
5. Estimated Delivery Times
Estimated delivery times may be shown at checkout, on the product page, or in your order confirmation.
Delivery times are estimates only and are not guaranteed.
Estimated delivery time may vary depending on:
- destination;
- shipping method;
- carrier;
- customs processing;
- production or processing time;
- weather;
- public holidays;
- local delivery conditions;
- events outside our control.
We are not responsible for shipping or delivery delays caused by shipping carriers, customs authorities, incorrect delivery information, failed delivery attempts, force majeure events, or other circumstances beyond our reasonable control.
6. Order Tracking
Where tracking is available, we will provide tracking information by email or through the order status page after your order has shipped.
Tracking updates may take time to appear after a package has been handed to the carrier.
Not all shipping methods or destinations may include full tracking.
If you have not received tracking information within the expected processing period, please contact us at hello@basilfriends.com.
7. International Shipping
We may offer international shipping to selected destinations.
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling fees, or other charges imposed by the destination country or region.
Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.
We are not responsible for delays caused by customs inspection, customs clearance, import restrictions, or local authorities.
Customers are responsible for ensuring that the products they order can be legally imported into their destination country or region.
If an order is refused, returned, delayed, or destroyed due to customs issues, unpaid duties or taxes, import restrictions, or failure to provide required information, we may not be able to refund the original shipping fee or any related costs.
8. Incorrect or Incomplete Shipping Information
You are responsible for providing accurate and complete shipping information when placing your order.
Please check your shipping address carefully before submitting your order.
We are not responsible for delayed delivery, failed delivery, returned packages, lost packages, or additional shipping costs caused by incorrect, incomplete, or outdated shipping information provided by you.
If you notice an error in your shipping address, please contact us as soon as possible at hello@basilfriends.com.
We will do our best to help, but we cannot guarantee that address changes can be made after an order has been placed, especially if the order has already entered fulfilment or been shipped.
9. Failed Delivery, Refused Delivery, and Returned Packages
If a package is returned to us due to failed delivery, refusal to accept delivery, incorrect address, incomplete address, unpaid duties or taxes, or failure to collect the package, we may contact you to arrange next steps.
Additional shipping fees may apply for redelivery.
Original shipping fees may not be refundable where delivery was attempted or where the package was returned for reasons outside our control.
For custom-made or personalised products, returned packages cannot usually be refunded for preference-based reasons because the item was made specifically for your order.
10. Lost, Damaged, or Delayed Packages
If your package appears to be lost, damaged, or significantly delayed, please contact us at hello@basilfriends.com with your order number and any relevant details.
For damaged packages or items, please contact us as soon as possible after delivery and include:
- your order number;
- photos of the outer packaging;
- photos of the damaged item;
- a description of the issue.
We will review the issue and work with you on the next steps, which may include contacting the carrier, arranging a replacement, remake, refund, or other resolution where appropriate.
Any resolution will be subject to our Refund Policy and applicable consumer protection laws.
11. Split Shipments
Orders containing multiple items may be shipped separately depending on product availability, production timing, warehouse location, fulfilment requirements, or shipping method.
If your order is split into multiple shipments, you may receive more than one shipping confirmation or tracking number.
You will not be charged extra shipping fees for split shipments unless otherwise stated at checkout or agreed with you.
12. Pre-Orders, Launch Batches, and Limited Drops
From time to time, we may offer pre-orders, launch batches, limited drops, seasonal products, or made-to-order products.
Estimated shipping or fulfilment timelines for these products may be stated on the relevant product page or during checkout.
These timelines are estimates and may vary depending on production, quality control, supplier timing, shipping carriers, and other fulfilment factors.
If there is a material delay, we will try to notify affected customers using the contact information provided at checkout.
13. Delivery Restrictions
Some products may not be available for delivery to certain destinations due to carrier restrictions, import rules, product type, battery regulations, customs requirements, or operational limitations.
We reserve the right to cancel or decline orders that cannot be shipped to the provided destination.
If we cancel an order because we cannot ship it to your location, we will notify you and arrange a refund for the unavailable item or order, where applicable.
14. Shipping Address and Risk of Loss
Please ensure that your shipping address is safe and suitable for receiving packages.
Once an order has been handed to the shipping carrier or delivery provider, risk of loss may pass to you to the extent permitted by applicable law.
We are not responsible for packages that are lost, stolen, damaged, or delayed after confirmed delivery by the carrier, but we will do our best to assist where appropriate.
15. Contact Us
If you have any questions about shipping or delivery, please contact us at:
Please include your order number where applicable so we can help you more quickly.