Delivery Information & Policy

Effective Date: 16/03/2025

All Birthday Pyjamas products are made to order and are often personalised. We aim to prepare, dispatch and deliver UK orders within the estimated times set out below. By placing an order with us, you agree to the terms of this Delivery Policy.

1. Estimated UK Delivery Times

  • We aim to deliver UK orders within 5–7 working days from the date your order is confirmed.

  • During busy periods, seasonal peaks, promotional events or periods of unusually high demand, delivery may take up to 12 working days.

  • Personalised products require production time before they can be dispatched. The estimated timeframe shown above includes our usual production and delivery time.

  • Working days are Monday to Friday and do not include Saturdays, Sundays or UK public and bank holidays.

2. Estimated Dates Are Not Guaranteed

  • Every dispatch date, delivery date or arrival date provided on our website, at checkout, in an order confirmation or in subsequent correspondence is an estimate only.

  • Estimated dates are not guaranteed delivery dates and should not be relied upon for birthdays, holidays, parties, travel or other important events.

  • Although we will make reasonable efforts to complete and dispatch your order promptly, delays may occur during production or after your order has been handed to Royal Mail.

  • We recommend ordering as early as possible, particularly during Christmas, Easter, school holidays and other busy seasonal periods.

3. Dispatch and Tracking

  • You may receive a dispatch confirmation when your order has been completed and handed to Royal Mail or another delivery provider.

  • Where a tracked delivery service is used, tracking information will normally be sent to the email address or telephone number provided with your order.

  • Tracking information may take time to update after a parcel has been collected or accepted into the Royal Mail network.

  • A dispatch notification means that your order has left us. It does not mean that Royal Mail will deliver it on the same or following working day.

4. Royal Mail Delivery Aims

  • Most UK orders are sent using an appropriate Royal Mail service, which may include Royal Mail Tracked 24, Tracked 48 or another available service.

  • Royal Mail Tracked 48 currently aims to deliver parcels within approximately 2–3 working days after dispatch. This is a delivery aim and not a guaranteed service.

  • Royal Mail delivery aims begin when the parcel enters its delivery network, not when the customer originally places the order.

  • Delivery may take longer for certain postcode areas, including some remote locations, islands, the Scottish Highlands, the Isle of Man, the Channel Islands and Northern Ireland.

  • Current delivery aims and service updates should be checked directly with Royal Mail.

5. International Delivery

  • The standard 5–7 working-day estimate applies primarily to UK orders. International orders will normally take longer.

  • International delivery times vary depending on the destination country, postal service, customs procedures and local delivery provider.

  • Royal Mail’s published delivery aims begin after dispatch and do not include the time required for us to make and personalise your order.

  • International delivery aims are estimates only and may be affected by customs inspections, border processing, local postal delays, severe weather, industrial action or other circumstances outside our control.

  • Customers placing international orders should order well in advance and allow additional time beyond any estimated date shown at checkout.

6. Delivery to the Republic of Ireland

  • Orders sent to the Republic of Ireland are treated as international deliveries and will take longer than standard UK deliveries.

  • Royal Mail currently aims to deliver many tracked services to the Republic of Ireland within approximately 3–15 working days after dispatch. This does not include our production time and is not a guaranteed delivery period.

  • Orders may be delayed by customs checks, electronic customs-data requirements, An Post processing or other border and delivery procedures.

  • Northern Ireland remains part of the United Kingdom but may still experience longer delivery times depending on the service, postcode and current Royal Mail network conditions.

7. Customs, Import VAT and Duties

  • International orders, including orders sent to the Republic of Ireland, may be subject to import VAT, customs duties, handling charges or other local fees.

  • Unless expressly stated otherwise at checkout, these charges are not included in the product price or delivery charge and remain the responsibility of the recipient.

  • We cannot predict whether charges will be applied or how much they will be. Customers should check the applicable customs and import rules for their destination before ordering.

  • We are not responsible for delays caused by customs authorities or for parcels held while charges, documentation or further information are required.

  • If a parcel is refused, uncollected or returned because customs charges were not paid, any refund will be considered once the parcel has been safely returned to us. Original delivery charges and any return costs may be deducted where legally permitted.

8. Postal and Courier Delays

  • Once an order has been dispatched, its movement and final delivery are handled by Royal Mail or the relevant international postal provider.

  • Delivery may be affected by postal strikes, staff shortages, severe weather, transport disruption, customs delays, local service interruptions, incorrect routing, public holidays or unusually high parcel volumes.

  • A tracking update that has not changed for several days does not automatically mean that the parcel is lost.

  • We cannot resend or refund an order solely because it has arrived later than an estimated date while it remains within the carrier’s applicable delayed or lost-item timeframe.

  • Nothing in this policy limits any statutory rights you may have where an order has not been delivered within a reasonable or otherwise agreed period.

9. Delayed or Missing UK Parcels

  • Please check the tracking information, delivery address, safe place, communal entrance and with other members of your household before contacting us.

  • You should also check whether Royal Mail has left the parcel with a neighbour, at a local delivery office or at another location selected through its delivery options.

  • Royal Mail does not normally consider most eligible UK parcels to be lost until at least 10 working days after the applicable due delivery date.

  • We may therefore need to wait until Royal Mail’s lost-item timeframe has passed before submitting a claim, issuing a replacement or providing a refund for a missing parcel.

  • Royal Mail claim periods vary according to the service used. For certain retail UK services, a loss claim must generally be submitted within 80 calendar days of posting.

  • Please contact us promptly if your parcel has not arrived so that we have sufficient time to investigate and submit any required claim.

  • As the sender, Birthday Pyjamas will normally submit the claim to Royal Mail. Customers may be asked to complete or confirm a declaration that the parcel has not been received.

10. Delayed or Missing International Parcels

  • International parcels can take considerably longer to arrive and may remain without a tracking update while travelling between countries or awaiting customs processing.

  • Under Royal Mail’s current international compensation rules, loss claims should not normally be submitted until:

    • 20 working days after the due delivery date for parcels sent to Europe, including the Republic of Ireland; or
    • 25 working days after the due delivery date for parcels sent to destinations outside Europe.

  • Royal Mail currently requires eligible international claims to be submitted within six months of the posting date.

  • We cannot treat an international parcel as lost or issue a replacement while it remains within the applicable Royal Mail waiting period, unless tracking or other evidence clearly confirms that the parcel has been lost or returned.

  • International claim periods and requirements may change. The rules applicable to the particular postal service at the time of dispatch will apply.

11. Incorrect or Incomplete Delivery Addresses

  • Customers are responsible for providing a complete and accurate delivery address when placing an order.

  • Please check the recipient’s name, house number, street, town, postcode and country carefully before completing checkout.

  • We cannot guarantee that an address can be changed once production or dispatch processing has started.

  • We are not responsible for delays, failed deliveries or lost parcels caused by an incorrect, incomplete or outdated address supplied by the customer.

  • If an order is returned to us because the address was incorrect, incomplete, inaccessible or the parcel was not collected, an additional delivery charge may be required before it can be resent.

  • Personalised products returned due to an address error cannot normally be refunded because they cannot be resold.

12. Missed Deliveries and Safe Places

  • Royal Mail may deliver to a neighbour, designated safe place, reception area or other location in accordance with the delivery instructions and options associated with the address.

  • If tracking shows that delivery has been attempted, customers should follow Royal Mail’s instructions to rearrange delivery or collect the parcel.

  • Customers are responsible for collecting parcels within the period specified by Royal Mail or the relevant local delivery provider.

  • Where a customer requests delivery to a nominated safe place or neighbour, they should ensure that the chosen location is secure and suitable for receiving the parcel.

13. Parcels Showing as Delivered

  • If tracking shows that your parcel has been delivered but you cannot locate it, please first check the delivery photograph, GPS information, safe places, communal areas and with neighbours or other household members.

  • Please contact us promptly if the parcel still cannot be located. We may ask Royal Mail to investigate the delivery scan and delivery location.

  • A replacement or refund will not automatically be issued while Royal Mail is investigating a parcel recorded as delivered.

  • We will review the tracking information, delivery evidence and the outcome of any carrier investigation before deciding the appropriate resolution.

14. Contact Us About a Delivery

For assistance with a delayed or missing order, please contact us with your order number, full name and delivery postcode:

  • Email: order@birthdaypyjamas.co.uk

  • Registered Address: 23 Albert Street, Halifax, HX5 0PX