Delivery policy
SHIPPING AND DELIVERY POLICY
Last Updated: May 2026
Welcome to patilic.com (the "Site"), owned and operated by WESTMONT COMMERCE LTD ("we", "us", or "our").
We are dedicated to providing pet owners across the United Kingdom with premium, highly durable, and anatomically safe pet lifestyle products. To maintain our strict, end-to-end quality control standards and deliver directly from our state-of-the-art production lines, we operate a direct-from-source global fulfillment network. This policy details how your orders are processed, secured, and dispatched to your doorstep.
1. ORDER PROCESSING TIMEFRAMES
Every item undergoes rigorous technical inspection, leak testing, and protective anti-contamination packaging prior to leaving our hub.
- Processing Window: All orders are processed, quality-checked, and safely packed within 1 to 2 working days (excluding weekends and UK bank holidays).
- Order Confirmation: Upon successfully placing your order, you will receive an automated Order Confirmation Email. Please review this document immediately to ensure your shipping address is structurally accurate.
2. UK DELIVERY ESTIMATES AND COURIER PARTNERS
Once our internal quality validation is complete, your package is handed over to our international transit logistics partners for expedited routing to the United Kingdom.
- Standard UK Delivery Timeframe: Delivery to addresses across mainland UK typically takes 5 to 12 working days following the processing window.
- Final-Mile Couriers: To guarantee local reliability, final-mile delivery within the UK is managed exclusively by fully tracked premium networks, primarily Royal Mail and Evri.
- Statutory Limit: In accordance with the UK Consumer Rights Act 2015, we are legally required to deliver your goods within 30 days of the order date. If an unforeseen global logistics delay extends transit past this 30-day statutory boundary, you maintain an absolute right to cancel your contract for a 100% refund.
3. COMPREHENSIVE END-TO-END TRACKING
We believe in absolute transparency throughout your order's journey.
- Automated Tracking Despatch: As soon as your package clears our source facility and receives its UK tracking allocation, a unique consignment number will be sent automatically to your registered email address.
- Real-Time Monitoring: You can track your parcel step-by-step from our global hub, through UK customs entry, directly to your doorstep via our integrated tracking portal or directly on the Royal Mail/Evri official portals.
4. SHIPPING RATES & FEES
| Destination | Shipping Service | Delivery Cost |
|---|---|---|
| United Kingdom (Mainland) | Standard Tracked Delivery (5–12 Working Days) | [Free / Fixed Rate e.g. £2.95] |
Note: The final shipping cost applicable to your order is computed dynamically and displayed transparently on the checkout page prior to payment authorization, in complete compliance with ASA pricing visibility rules.
5. CUSTOMS, IMPORT DUTIES, AND TAX REGULATIONS
Because our premium products are shipped directly from our global manufacturing hub to keep our supply chain lean and centralized, international trade boundaries apply.
5.1 Consignments Under £135
For the vast majority of consumer orders values below £135, UK tax laws state that VAT is collected directly at checkout. Therefore, there are typically no additional import duties or hidden handling clearance fees collected by the courier upon arrival in the UK.
5.2 Consignments Over £135 & Customer Status
For bulk transactions or large orders exceeding £135, the customer acts as the Importer of Record. While we attempt to streamline transit configurations, any localized cross-border import tariffs, customs handling fees, or administrative clearances levied by HM Revenue & Customs (HMRC) remain the sole legal responsibility of the recipient.
6. CUSTOMER DELIVERY RESPONSIBILITIES
6.1 Address Accuracy
WESTMONT COMMERCE LTD cannot be held legally or financially liable for failed deliveries, misrouting, or lost consignments resulting from inaccurate, incomplete, or outdated address entries provided by the buyer at checkout. If you spot an error in your shipping details, you must notify us at info@patilic.com within 1 hour of ordering.
6.2 Missed Deliveries and Safe Places
If you are unavailable to receive your parcel at the time of delivery, our local courier partners (Royal Mail/Evri) will execute standard local protocols. This may include:
- Depositing the parcel in a designated, secure "Safe Place" on your property.
- Leaving the parcel with an immediate neighbour.
- Redirecting the cargo to a local collection depot/sorting office for manual collection.
If a parcel is returned to our sorting facility due to repeated customer non-collection, a reasonable re-delivery processing charge may be applied before your order can be re-dispatched.
7. RISK AND TITLE OF GOODS
Under UK consumer law, the risk of loss, structural damage, or destruction of the products transfers completely to you (the consumer) at the exact moment the goods are physically delivered to your specified shipping address (or signed for by a driver/neighbour on your behalf). Legal ownership of the products passes to you only when we have received full cleared payment for the goods and delivery services.
8. MULTI-ITEM DELIVERIES
To optimize transit speeds and ensure specialized care, orders containing multiple or separate items may occasionally be split across multiple packages and dispatched from different zones within our production facility. If your items arrive sequentially in separate packages, your tracking dashboard will accurately reflect each individual parcel's location.
9. LOGISTICS SUPPORT AND ENQUIRIES
If your product hasn't safely landed on your doorstep within 14 working days from the date of purchase, or if you require explicit clarification regarding your tracking journey, please get in touch with our UK-based operations desk:
- Corporate Entity: WESTMONT COMMERCE LTD
- Company Registration: No. 16963491 (Registered in England and Wales)
- Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
- Official Support Email: info@patilic.com