Shipping policy

Shipping Policy

At Pilloway, we understand how exciting it is to receive your order. We therefore aim to provide efficient order fulfillment, reliable international shipping, and a smooth delivery experience from our fulfillment facilities to your door.

While we work hard to process and dispatch every order as quickly as possible, certain stages of the shipping process are handled by independent logistics providers and delivery partners and may therefore be outside Pilloway's direct control.

Order Processing & Fulfillment

Please allow approximately 1–2 business days for your order to be processed, prepared, and dispatched.

During major sales, promotional periods, public holidays, or periods of unusually high order volume, processing times may occasionally take slightly longer.

Once your order has been processed and dispatched, you will receive a shipping confirmation email containing your tracking information, allowing you to follow the progress of your shipment.

Please note that order processing time is separate from the estimated delivery timeframe.

International Shipping

Pilloway ships orders through our international fulfillment network.

We work with established international logistics providers to transport orders efficiently from our fulfillment facilities to the destination country.

Our goal is to provide a reliable and efficient international shipping experience. However, international transit times may occasionally be affected by circumstances outside our reasonable control, including:

Customs processing
Flight availability
Carrier delays
Weather conditions
Public holidays
Peak shipping periods
Other logistical disruptions

Final-Mile Delivery

Once your order reaches its destination country or region, it may be transferred to a trusted local final-mile delivery partner for delivery to your address.

We work with established local carriers to help ensure the final stage of delivery is completed as efficiently as possible.

The specific carrier used may vary depending on your country, delivery location, shipment route, and the most appropriate delivery service available for your order.

Estimated Delivery Times

Our estimated delivery timeframe is:

Standard Shipping: approximately 5–15 business days

The estimated delivery period begins after your order has been processed and dispatched.

Delivery estimates are provided as a general guideline only and do not constitute guaranteed delivery dates.

While most orders are delivered within the estimated timeframe, occasional delays may occur due to circumstances outside Pilloway's reasonable control.

Tracking Your Order

Once your order has been processed and dispatched, tracking information will be sent to the email address provided when placing your order.

Please allow some time for your tracking information to become active after receiving your shipping confirmation email. Tracking may not update until the parcel receives its first scan from the shipping carrier.

Because international shipments may pass through multiple logistics providers before being transferred to a local final-mile carrier, tracking information may occasionally take additional time to update between carriers.

Temporary gaps in tracking updates do not necessarily indicate that your shipment has stopped moving.

Customs & International Orders

International shipments may be subject to customs clearance, border processing, or other import requirements depending on the destination country.

Customs processing may occasionally result in additional delivery delays that are outside Pilloway's control.

Any applicable duties, taxes, customs fees, or import charges will be handled in accordance with the terms displayed at checkout and the applicable requirements of the destination country.

Customers are responsible for complying with any applicable local import regulations.

Delivery Delays

We aim to provide fast order processing and reliable delivery. However, once an order has been dispatched, certain stages of the delivery process are handled by independent carriers and logistics providers and may be outside our direct control.

Delivery delays may occasionally occur due to:

Customs or border processing
International transportation delays
Local courier delays
Weather conditions or natural events
Public holidays
Peak shopping or shipping periods
Incorrect or incomplete delivery information
Carrier network disruptions
Circumstances outside the reasonable control of Pilloway or our delivery partners

If your tracking information has not updated for an extended period or you believe there may be an issue with your delivery, please contact our customer support team.

We will do our best to investigate the shipment with the relevant logistics provider and assist you with the next appropriate steps.

Incorrect or Incomplete Shipping Information

Customers are responsible for ensuring that their shipping address and contact information are accurate and complete when placing an order.

Please carefully review your delivery details before completing checkout.

If you notice an error after placing your order, please contact us as soon as possible at:

support@pilloways.com

We will make reasonable efforts to update your information before the order is dispatched.

However, once an order has been processed or shipped, we cannot guarantee that the shipping address can be changed.

Incorrect or incomplete shipping information may result in delivery delays, failed delivery attempts, or the parcel being returned to the sender.

Failed or Unsuccessful Delivery

Customers are responsible for providing an address where the order can be successfully delivered.

If a delivery attempt is unsuccessful, the local carrier may:

Attempt delivery again
Hold the parcel at a local collection point
Request that the customer contact the carrier
Return the shipment to the sender

Customers should regularly monitor their tracking information and follow any instructions provided by the local delivery carrier.

Pilloway cannot guarantee redelivery where a shipment cannot be delivered due to incorrect address information, failure to collect the parcel, or circumstances attributable to the recipient.