Shipping policy

Last updated: 17 April 2026

At Panda Leaf Limited, we aim to deliver your orders efficiently, securely, and reliably. This Shipping Policy explains how orders are processed, dispatched, and delivered, along with important information regarding delivery responsibility, risk, and claims. By placing an order with us, you agree to the terms outlined below. For any delivery-related enquiries, please contact us at customerservice@pandaleaf.co.uk, and our team will be happy to assist you.

1. Order Processing

All orders are processed within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed outside business hours, on weekends, or during public holidays will be processed on the next working day. During peak trading periods, promotional events, or high-demand situations, processing times may be extended; however, we will always endeavour to dispatch orders as quickly as possible.

2. UK Dispatch & Delivery Timeframes

Once dispatched, delivery within the United Kingdom typically takes 2–4 working days for standard delivery and 1–2 working days for express delivery, where available. These timeframes apply from the date of dispatch, not the order date, and are provided as estimates only. While we work closely with our courier partners to meet these timelines, delays may occur due to operational factors, weather conditions, or high demand, and therefore delivery times are not guaranteed.

3. Shipping Carriers

We use trusted courier partners such as Amazon Shipping, Evri, and Royal Mail to deliver orders. The selected courier may vary depending on parcel size, delivery address, and operational requirements. Panda Leaf Limited reserves the right to change the courier provider without prior notice where necessary to ensure efficient delivery.

4. Shipping Charges

Shipping costs are calculated at checkout based on the size, weight, and destination of the order. We offer free delivery on all subscription orders and on orders over £35. Any applicable charges are clearly displayed before payment is completed. Shipping fees are non-refundable, except where goods are confirmed to be faulty or incorrect in accordance with our Return & Refund Policy.

5. Delivery Responsibility & Risk Transfer

Once an order has been dispatched and marked as delivered by the courier, responsibility for the goods transfers to the customer. Panda Leaf Limited is not liable for parcels that are marked as delivered but subsequently reported as not received, nor for any loss, theft, or damage occurring after delivery. Customers are responsible for ensuring that accurate delivery information is provided and that a secure delivery location is available.

6. Safe Place & Delivery Instructions

Where customers provide delivery instructions, including requests to leave parcels in a “safe place” or with a neighbour, such instructions are followed at the customer’s own risk. Once the parcel has been delivered in accordance with those instructions, Panda Leaf Limited accepts no liability for any loss, theft, or damage.

7. Failed Deliveries

If delivery cannot be completed due to incorrect or incomplete address details, customer unavailability, or failure to follow courier instructions, the parcel may be returned to us. In such cases, additional charges may apply for re-delivery, and original shipping costs will not be refunded. We reserve the right to cancel the order where re-delivery is not arranged.

8. Delivery Issues & Claims (48-Hour Requirement)

Customers must report any delivery issues, including missing items, damaged parcels, or incorrect deliveries, within 48 hours of confirmed delivery. All claims must include the order number and appropriate supporting evidence, such as photographs or videos. Claims submitted after this timeframe may be declined at our discretion.

9. Lost or Delayed Shipments

While we aim to meet estimated delivery timelines, delays may occur due to factors beyond our control, including courier disruptions, weather conditions, or peak demand periods. Panda Leaf Limited is not responsible for such delays. If a parcel is officially confirmed as lost by the courier, we will investigate and provide an appropriate resolution in line with our policies.

10. Fraud Prevention & High-Risk Orders

To protect both our business and customers, Panda Leaf Limited operates a risk-based order monitoring system. We reserve the right to delay, cancel, or refuse any order identified as high-risk and may request additional verification, including identity or payment confirmation. Certain orders may only be dispatched using tracked or signed delivery services.

11. Delivery Confirmation & Evidence

We rely on courier tracking systems as the primary proof of delivery. This may include delivery timestamps, GPS confirmation, and photographic evidence. Such records are considered valid confirmation that the order has been successfully delivered, and claims that contradict this evidence may not be accepted.

12. International Shipping

Where international delivery is offered, shipping times and charges will vary depending on the destination. Customers are responsible for any applicable customs duties, taxes, or import fees imposed by their country. Any delays caused by customs clearance or international logistics are outside our control and liability.

13. Contact Information

For any questions or support regarding shipping and delivery, please contact our customer service team at customerservice@pandaleaf.co.uk, and we will do our best to assist you promptly.