Shipping Policy

Delivery

We offer FREE standard shipping on all orders, which includes 100% tracking.

Processing Time

Orders are typically processed within 1–3 business days after they are placed and confirmed.

Business days are Monday through Friday, excluding public holidays. During peak seasons, holidays, or promotional periods, processing may take slightly longer.

Transit Time & Estimated Total Delivery Time

Estimated total delivery time includes both processing time and transit time.

Destination	Processing Time	Transit Time	Estimated Total Delivery Time
United Kingdom	1–3 business days	3–6 business days	4–9 business days
France	1–3 business days	5–6 business days	6–9 business days
Italy	1–3 business days	5–6 business days	6–9 business days

Transit times are calculated in business days. Delivery may be handled by Royal Mail, local postal services, or other courier partners depending on the destination.

Please note: These delivery timeframes are estimates and not guarantees. Delivery may be affected by factors beyond our control, such as customs clearance, weather conditions, postal service disruptions, or local holidays. We appreciate your patience and understanding.

Shipping Origin

Orders are imported directly from Dr. Pen’s official warehouse in China and delivered to customers through our international shipping partners.

After the international portion of the shipment is completed, final-mile delivery may be handled by local postal or courier services, including Royal Mail in the United Kingdom and local delivery partners in France and Italy.

Tracking

Once your order has been dispatched, you will receive a confirmation email with a tracking number and a link to track your parcel. Please note that it can take 1-3 business days for the tracking information to become active and visible in the carrier's system. 

You can track your parcel at Track My Order.

Customs, Duties, and Taxes

We manage customs and tax responsibilities differently depending on the shipping destination to ensure clarity and compliance.

• For Orders Shipped within the United Kingdom:
  All prices include VAT. You will not be charged any additional customs duties or taxes upon delivery. We cover all relevant costs for UK orders.

• For France, Italy Orders:

  • Your order may be subject to import duties, taxes (such as VAT), and fees levied by the destination country.

  • These charges are the customer's responsibility. We have no control over these charges and cannot predict their amount. You will be responsible for paying these charges directly to the courier to release your package upon its arrival in your country.

Lost or Missing Packages

If your tracking information shows an unusual delay or your parcel appears to be missing, please contact us so we can review the shipment with the carrier and assist with the appropriate resolution.

If tracking shows the parcel as delivered but you cannot locate it, please check the delivery location, surrounding area, household members, neighbors, reception area, or designated parcel location before contacting us.

Have issues with your delivery?

If you have any questions regarding the shipping and delivery of your order, please feel free to contact us, and we will be happy to assist you.