Shipping policy

Effective Date: 4 March 2026

At Puerto Madryn Co., we operate a sustainable "Print-to-Order" model. This means your garments are only produced once an order is placed, significantly reducing textile waste. Because of this bespoke process, your delivery timeline is split into two parts: Production and Postage.

1. Production (Fulfilment) Timelines

All items are subject to a production period before they are despatched.

  • Standard Production: Typically 2–5 business days.

  • Peak Periods: During holidays or high-demand seasons, production may extend to 7 business days.

  • You will receive a secondary email notification the moment your item has been printed and passed our quality control inspection.

2. Shipping Estimates (Post-Production)

Once your order has been despatched, the following delivery estimates apply:

  • UK Standard Delivery: 2–4 business days via Royal Mail or DPD.

  • EU Delivery: 5–10 business days (subject to local customs processing).

  • International Delivery: 7–20 business days depending on the destination.

Total Estimated Wait: For UK customers, please allow approximately 5–9 business days from the date of your order to receive your parcel.

3. Shipping Rates & Tracking

  • Rates: Shipping costs are calculated at checkout based on the weight of your order and your location.

  • Tracking: All orders are sent via a tracked service. You will receive a tracking link in your "Despatched" email. Please allow 24 hours for the tracking information to update once the courier receives the parcel.

4. Import Duties and Taxes (International Orders)

For orders shipped outside of the United Kingdom:

  • EU Orders (2026 Update): Following the removal of the €150 customs duty threshold, please note that all imports into the EU are now subject to VAT and a mandatory customs handling fee.

     

  • Responsibility: Any customs duties, taxes, or additional handling fees are the sole responsibility of the customer. We recommend checking your local customs office for current rates before ordering.

5. Failed Delivery & Incorrect Addresses

Please ensure your shipping address is 100% accurate at the time of purchase.

  • Address Errors: If a parcel is returned to us due to an incorrect address provided by the customer, we reserve the right to charge a re-shipment fee.

  • Unclaimed Parcels: If you fail to collect your parcel from a local depot and it is returned to our production facility, a re-processing fee may apply.

6. Lost or Damaged Shipments

Under the Consumer Rights Act 2015, we are responsible for your goods until they are delivered to your door.

  • Damage in Transit: If your item arrives damaged, please contact puertomadrynco@gmail.com within 48 hours with photos of the packaging and the garment.

  • Delayed Parcels: A parcel is not legally considered "lost" until 30 business days have passed since the despatch date. If your order has not arrived after this window, we will issue a full replacement or refund.