Shipping Policy
Last updated: May 19, 2026
This Shipping Policy sets out how Pernsole processes, packages and ships orders worldwide, what you can expect in terms of timing and cost, and what to do when something goes wrong in transit. It forms part of our Terms of Service.
1. Coverage
We currently ship to the United States, Canada, the United Kingdom, the European Economic Area (EU + EEA), Australia, New Zealand, Singapore, Hong Kong and the United Arab Emirates. Coverage to other destinations is added regularly — if your country is not listed at checkout, please email [email protected] and we will quote a manual rate.
2. Order processing time
Most orders are dispatched within 1 to 3 business days of payment confirmation. Business days exclude Saturdays, Sundays and Vietnamese public holidays. During peak periods (Lunar New Year, Black Friday week, the December gifting window) processing may take up to 5 business days; the timing in force on the day you order is shown on the product page.
3. Shipping methods
- Standard International — 7 to 14 business days transit, tracked end-to-end via partner couriers (Vietnam Post + local last-mile).
- Express International — 3 to 7 business days transit via DHL, FedEx or UPS, tracked end-to-end.
Transit times begin the day after the parcel is collected by the carrier and do not include the order-processing window above.
4. Shipping rates (indicative)
| Destination | Standard | Express | Free shipping over |
|---|---|---|---|
| United States | USD 9.90 | USD 24.90 | USD 120 |
| United Kingdom | GBP 8.90 | GBP 22.90 | GBP 110 |
| EU / EEA | EUR 9.90 | EUR 24.90 | EUR 120 |
| Australia / NZ | USD 12.90 | USD 29.90 | USD 140 |
| Singapore / HK / UAE | USD 11.90 | USD 27.90 | USD 130 |
Exact rates are calculated at checkout based on weight, destination and selected service. Rates above are indicative for a single-pair order in standard packaging.
5. Order tracking
Once your order leaves our workshop you will receive a shipping-confirmation email containing the tracking number and the carrier’s tracking URL. Tracking events may take 24 to 48 hours to begin updating after the parcel is collected; this is normal. If your tracking has not moved within 5 business days of dispatch, please contact us and we will open a trace with the carrier.
6. Customs duties and import taxes
For most destinations the price you pay at checkout includes shipping but does not include customs duties, import VAT, GST, or local handling fees, which are levied by the destination country and collected by the courier on delivery. Pernsole is unable to predict these charges in advance — they vary by country, declared value and product classification.
For UK and EU orders below the local low-value-consignment threshold, we collect VAT at checkout and remit it under the IOSS / UK VAT schemes; these orders should clear without further charges. Orders above the threshold are taxed at delivery.
7. Address accuracy
Please double-check your shipping address at checkout. We can amend an address only before the parcel leaves our workshop — see our Cancellation & Order Modification Policy. Parcels returned to us because of an incorrect or incomplete address may be re-shipped at your expense, or refunded less the original shipping cost.
8. Lost or damaged shipments
If your parcel is marked as delivered but you have not received it, please wait 3 business days (couriers occasionally mark “delivered” early) and then contact us. We will open a trace with the carrier; resolution typically takes 7 to 14 business days. If the carrier confirms the parcel is lost, we will reship at no charge or refund in full at your option.
If your parcel arrives visibly damaged, please refuse delivery if possible, or accept it and photograph the outer packaging before opening. Email the photos to [email protected] within 7 days of delivery and we will arrange a free replacement.
9. Failed delivery
If a courier attempts delivery and no one is available, they will typically leave a card and re-attempt or hold the parcel at a local pickup point. Parcels returned to us as undeliverable after the courier’s holding period will be processed under section 7 above.
10. International restrictions
Some destinations apply restrictions on leather products, certain dyes, or import value caps. Where we are aware of a restriction at checkout we will display it; where we are not, the order may be returned to us by customs and we will refund the product cost in full (shipping is non-refundable on customs returns we did not cause).
11. Contact
For any shipping query, email [email protected] with your order number in the subject line. Response within 24 business hours.
Contact
Pernsole
Ban Hang Cho, Xim Vang, Bac Yen, Son La, Vietnam
Phone: +84 914 726 583
Email: [email protected]
Business hours: Mon–Fri 9:00–18:00 ICT, Sat 9:00–12:00 ICT, Sun closed