Shipping Policy

At Papena, we take great care in preparing every order to ensure it arrives safely and in perfect condition.

Order Processing

Orders are typically processed and dispatched within 2–3 working days of being placed. During busy periods, such as new collection launches, promotional events or public holidays, dispatch times may be slightly longer.

You will receive a confirmation email once your order has been dispatched.

UK Delivery

We ship all UK orders using Royal Mail Tracked services.

• Standard UK Tracked Delivery: £5.99

For selected high-value orders, we may upgrade your parcel to our Tracked & Insured Delivery service to provide additional protection during transit.

• Tracked & Insured Delivery: £15.00

Where applicable, the appropriate shipping option will be selected automatically at checkout.

International Delivery

We ship worldwide using DHL Express.

Shipping costs are calculated at checkout based on the destination and parcel size.

Please note that delivery times vary depending on the destination country.

Customs, Duties & Taxes

International customers are responsible for any customs duties, import taxes or local charges that may be applied by their country's customs authority. These charges are not included in our shipping prices and must be paid by the recipient where applicable.

Delivery Delays

Whilst we always aim to dispatch orders promptly, delivery times are estimates only and cannot be guaranteed. Papena is not responsible for delays caused by Royal Mail, DHL, customs processing or other circumstances beyond our control.

Incorrect Delivery Information

Please ensure your delivery address is entered correctly when placing your order. Papena cannot be held responsible for delays, failed deliveries or additional charges resulting from incorrect or incomplete address details provided by the customer.

Lost or Damaged Parcels

If your parcel is lost, damaged or arrives in an unsatisfactory condition, please contact us as soon as possible. We will work with the courier to investigate the issue and do everything we can to resolve it promptly.