Shipping policy

Our shipping policy below is an integral part of the Terms and Conditions of our service.

This policy includes how we fulfill your order - for delivery by our courier partners and also pickup orders, and how we fulfil virtual e-gift cards.

I. ORDERS FOR DELIVERY

Unless otherwise stated, we ship all orders during business days only (Monday to Friday, excluding public holidays) within Malta and directly to all EU member states from our warehouse located in Malta, Europe.

Local deliveries within Malta are handled by Courier Express for next working day, and same day deliveries (standard and high priority). All international deliveries are handled by DHL Express.

DELIVERY SERVICES HANDLED BY COURIER EXPRESS

Courier Express handles next day, standard same day deliveries and high priority same day deliveries locally within Malta and Gozo.

All Courier Express deliveries are tracked deliveries to make sure you can locate and track your orders any time. You will receive a shipping confirmation via email from us as soon as your order is shipped, followed by a separate email notification directly from Courier Express as soon as your order is collected from our warehouse and another email with a real-time tracking link when the courier driver is on their way to you. The courier will also contact you via WhatsApp or phone when they are already within the area or approaching the delivery address. Upon delivery, the courier will ask for your name, surname, and ID number to confirm the receiver before handing over the parcel.

Below is the table detailing the delivery fees and indicative delivery time using Courier Express, from the day and time your order is received by us, and shipped/dispatched. Free shipping eligibility does not apply for gift cards.

* the above table excludes Saturdays, Sundays, and bank/public holidays. 

* for the time being, next-day and same-day deliveries (standard and high priority) are not available for orders received during Mondays. However, we will always do our best to accommodate when possible.

When do we ship your order and when does your order get delivered?

We do our best to deliver the order to you as soon as possible. As our policy, we will ship/dispatch orders received ON or BEFORE the cut off time during the days as shown in the table above. Otherwise, orders received AFTER the cut off time will be shipped/dispatched the next day (excl. Saturday, Sunday and public holidays). However, it does not always work for us to keep this up. Sometimes, there may be issues with the processing and clearing of your payment, so your order will be shipped/dispatched as soon as the payment clears, or, there may be needed clarification with regards to the shipping address you’ve indicated at checkout, so your order will be shipped/dispatched as soon as we receive the needed information required from you. If, for whatever reason, we do not meet this delivery time, we will of course inform you as soon as possible via email.

NOTE: Due to the volume of orders received during SALE and HOLIDAY SEASONS, shipping and delivery of orders may be delayed. 

Next Day local deliveries via Courier Express will normally arrive at your doorstep on the next working day from the day we received and confirmed your order (complete with the correct and complete shipping details) within the cut off time as indicated above. Courier Express will deliver your order the next day, between 9.00hrs - 19.00hrs (Mon - Fri), and 9.00hrs - 16.00hrs (Saturdays), as shown in the table above. For orders received after the cut off time, we will dispatch your order the next day and will be delivered by Courier Express the following day (excl. Sunday and public holidays) during the delivery timetable as shown above. 

IMPORTANT NOTE: On Mondays (or anyday following a weekend / long weekend / public holidays) when we ship a large number of orders, we may not be able to dispatch all orders in one day. Hence, this may cause a delay in dispatching of orders until the following day. We will, however, always do our utmost to dispatch and hand over as many orders as we can to Courier Express during Mondays.

Should there be any request for the delivery to take place at a specific time or time frame during the day of delivery, Courier Express will do their best to accommodate. However, this may not always be possible. 

Changes in the delivery address AFTER the order has been collected by Courier Express from our warehouse may prevent the delivery of the order the next day and may cause delivery delay by an extra day.

STANDARD Same Day local deliveries via Courier Express will normally arrive at your doorstep on the same day we received and confirmed your order (with the correct and complete shipping details). Courier Express will deliver your order the same day, between 9.00hrs - 19.00hrs (Mon - Fri), as shown in the table above. For orders received after the cut off time, it will be dispatched and delivered by Courier Express the next day (excl. Saturday, Sunday and public holidays) during the delivery timetable as shown above.

Should there be any request for the delivery to take place at a specific time or time frame during the day of delivery, Courier Express will do their best to accommodate. However, this may not always be possible.

Changes in the delivery address AFTER the order has been collected by Courier Express from our warehouse will prevent the delivery of the order during the same day and will cause delivery to take place the next day (excl. Saturday, Sunday and public holidays).

HIGH PRIORITY Same Day local deliveries via Courier Express will normally arrive at your doorstep on the same day within 2.5 hours for Malta (for Gozo – delivery on the same day) from the time we received and confirmed your order (complete with the correct and complete shipping details) before the cut off time as shown in the table above. For orders received after the cut off time, we will either: 1) cancel the high priority delivery, have your order deliver the next day (excl. Saturday, Sunday and public holidays), and refund any amount necessary, OR 2) ultimately cancel the entire order altogether.

However, please do note that unforeseen / exceptional events beyond our courier partner's control such as traffic and weather, may affect the delivery times and schedule. However, Express Priority deliveries are treated with highest priority to be delivered as quickly as possible.

NOTE: You, as customer, are responsible for providing the correct and complete shipping details to ensure timely delivery of your parcel. Should you fail to do, we will contact you accordingly, and we are not able to guarantee that your parcel will be shipped/dispatched and delivered on time due to incorrect and/or incomplete shipping address you provided. Incorrect and/or incomplete shipping details may result to delays in delivery and additional fees.

Courier Express will make three (3) delivery attempts to deliver your order. Each delivery attempt will be made on the following working day. If the recipient remains unreachable after three (3) delivery attempts, the order will be returned to us, and we will refund the amount paid for the order excluding the shipping fee and deduct the return delivery fee incurred. However, if the customer wishes to collect the parcel from the Courier Express warehouse located at 30, Triq l-Imdina, Qormi instead of having the parcel returned to us, the customer should inform Courier Express and collection of the parcel can be made the next working day.

OTHER FEES/CHARGES:

- Additional fees: Change / Correction of shipping address. You (the customer) are responsible for providing the correct and complete shipping details in your order. In the event that your order could not be delivered by Courier Express due to incomplete and/or incorrect shipping details such as but not limited to, incorrect and/or incomplete delivery address, we have the right to bill you an additional fee that will be incurred for any correction in the shipping information. We will notify you accordingly should any additional fee is to be paid by you. We also have the right to withhold or stop the delivery of your parcel until any amount due is paid by you.

- Parcels returned to us due to incorrect address by customer. If your package was returned to us due to the wrong address, it is possible for us to resend the package to you. However, there may be some fees which will apply in order to reship the package. Should you want to cancel your order for a returned shipment due to incorrect/incomplete shipping details, OR, should Courier Express fail to deliver due to the incorrect address or is unable to reach you, we will refund you the amount of the order (excluding any shipping fees paid) after deducting a return delivery fee.

We are not responsible for delivering your package. If there is any question regarding the shipment, feel free to contact us and we will do our best to assist. Alternatively, you can contact Courier Express directly for immediate response: +356 2099 9985 or via email at dispatch@courierexpressmalta.com . Their customer support team is available to assist you from 08.00hrs to 18:00hrs (Monday to Friday*), and 9:00hrs to 16:00hrs (Saturdays*) (*excluding public holidays).

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DELIVERY SERVICES HANDLED BY DHL EXPRESS

All DHL Express deliveries are tracked deliveries to make sure you can locate and track your orders any time. You will receive a shipping confirmation via email with the tracking number and tracking link of your order as soon as your order is shipped. When possible, you will also receive notifications for shipping updates via SMS or email regarding your order so you will be advised when the shipment is arriving to your specified address. 

You may track your order inputting the tracking number given to you at https://www.dhl.com/us-en/home/tracking.html .

Below is the table detailing the delivery fees and indicative delivery time using DHL Express, from the date your order is shipped/dispatched. Free shipping eligibility does not apply for gift cards.

*working days only, excluding Saturdays, Sundays, and bank/public holidays. Working days are business days, officially defined to include Mondays through Fridays of the week, regardless whether business(es) work on a Saturday or Sunday.

When do we ship your order and when does your order get delivered?

We do our best to deliver the order to you as soon as possible. As our policy, we will ship/dispatch orders received by 2pm on working days on the same day, otherwise, orders received after 2pm during working days will be shipped/dispatched the following working day. However, it does not always work for us to keep this up. Sometimes, there may be issues with the processing and clearing of your payment, so your order will be shipped/dispatched as soon as the payment clears, or, there may be needed clarification with regards to the shipping address you've indicated at checkout, so your order will be shipped/dispatched as soon as we receive the needed information required from you. If, for whatever reason, we do not meet this delivery time, we will of course inform you as soon as possible via email.

NOTE: Due to the volume of orders received during SALE and HOLIDAY SEASONS, shipping and delivery of orders may be delayed. 

Local deliveries via DHL express will normally arrive at your doorstep the next working day if we receive your order by 2pm, otherwise, it will arrive 1 working day later. Your order should be delivered by DHL express the next working day between 10am-5pm, from the day we shipped/dispatched your order.  For deliveries within Malta, DHL express delivers the next working day following the day when we ship/dispatch your order. For deliveries to Gozo, it might take 1-2 working days.

International deliveries follow the delivery schedules follow the below table. However, please do note that unforeseen / exceptional events beyond our/our courier partner's control may affect the delivery time and schedule.

NOTE: You, as customer, are responsible for providing the correct and complete shipping details to ensure timely delivery of your parcel. Should you fail to do, we will contact you accordingly, and we are not able to guarantee that your parcel will be shipped/dispatched and delivered on time due to incorrect and/or incomplete shipping address you provided. 

Tracking your order via DHL Express. When tracking your order via DHL, you will notice that DHL shows the estimated time of delivery having an an extra day. DHL confirmed that this is automated and applied to all shipments (local and international) as an allowance for any unforeseen events (such as road conditions, volume, weather, etc). Generally, domestic shipments within Malta will not be affected by this +1 day delivery allowance and your order will be delivered to you the next working day (when ordered before 1400hrs, during business days excluding weekends and public holidays). However, please do note that unforeseen / exceptional events beyond the control of our courier partner by affect the delivery time.

Managing your delivery via DHL Express. For orders shipped via DHL express, you may manage the delivery of your order after the shipment is picked up until it is out for delivery. You can manage delivery of your order through the following:

1) As soon as your parcel is picked up, DHL express will send you an email (or SMS) that allows you to manage your delivery options. Follow the link and instructions so you can manage the delivery of your order, or

2) You can use DHL's online feature by entering the tracking code in DHL OnDemand or DHL OnDemand (Malta). (Please refer to the FAQs section of our website for the detailed step-by-step guide on how to use DHL's OnDemand online feature to manage your delivery).

OTHER FEES/CHARGES:

- Additional fees: Change / Correction of shipping address. You (the customer) are responsible for providing the correct and complete shipping details in your order. In the event that your order could not be delivered by DHL express due to, but not limited to, incomplete and/or incorrect delivery address, we have the right to bill you an additional fee that will be incurred for any correction in the shipping information. We will notify you accordingly should any additional fee is to be paid by you. We also have the right to withhold or stop the delivery of your parcel until any amount due is paid by you. 

- Parcels returned to us due to incorrect address by customer. If your package was returned to us due to the wrong address, it is possible for us to resend the package to you. However, there may be some fees which will apply in order to reship the package. Should you want to cancel your order for a returned shipment due to incorrect address OR should DHL fail to deliver due to the incorrect address or is unable to reach you, we will refund you the amount of the order (excluding any shipping fees paid) after deducting a return delivery fee. 

- Remote Area fee. Certain locations in countries listed above may be deemed to be remote areas, and therefore orders originating from or orders to be delivered to such locations might have longer delivery times. Furthermore, due to their remote location, an extra delivery fee will be charged. Prior to charging you with such fee, We will get in touch with you to notify you of the remote delivery location and also give you the opportunity to provide an alternative address. 

- Duties and taxes. We deliver to the countries listed above. However, there may be restrictions on some products for delivery destinations outside of Malta. Please review the information below carefully before ordering products.

If you order products from our site for delivery to one of the destinations outside of Malta, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please check with your local customs office for further information before placing your order.

We are not responsible for delivering your package. If there is any question regarding the shipment, feel free to contact us and we will do our best to assist. Alternatively, you can contact DHL Express directly.

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This is how Peaches&Creme will process the shipment of your order/package. This clause shall not apply to the virtual Gift Card for which the delivery shall be governed by the Terms and Conditions of the Gift Card:

• We will ensure that we pack your order safely and neatly, ensuring that the items are adequately protected and packed in an organised manner.
  
  To change the delivery address for your order, after it has been placed and before it is shipped, kindly contact us on hello@peachesandcremeshop.com. If the package you ordered is already with the courier, we might not be able to assist you. 
  
  

• You will receive a Shipping Confirmation from us, notifying you that your order has been fulfilled and ready to be picked up by the courier. This notification will also include the tracking number and the tracking link of your package.
  
  If you have not received a shipping notification, it is possible that the email was directed to your spam/junk mailbox. We advise that you check your spam/junk mailbox to check and adjust your spam email filtering settings. 

• Your package will be collected by the courier from our warehouse. As soon as the parcel is collected, DHL will also send you an email to notify you of the delivery details of your order, and will also allow you to manage your delivery options. Follow the link and instructions so you can manage the delivery of your order.

• Your package will be delivered by the courier to your address. Make sure someone is present to receive your package as all our shipments require a signature, unless otherwise arranged by you with DHL.
  
  Using the tracking number and shipment notifications provided by DHL, you may be given the option to provide an alternative address in case you want to have your package delivered at another address, after your package has been shipped.  

• IMPORTANT: Check immediately after receipt of the package that your order is complete and accurate, and that its contents remain undamaged. If it is not the case, we kindly ask you to take a photo of the package and its contents immediately, and leave products unopened and unused. Contact us as soon as possible by writing us an email hello@peachesandcremeshop.com.

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II. ORDERS FOR LOCAL PICKUP

From time to time, we may offer our customers a pickup option to collect their order at a particular designated address available for specific days and time. Pickup option is FREE of charge.

You may select your preferred pickup date and time at checkout. 

You will receive a pickup confirmation email from us as soon as your order is ready for pickup, with all the instructions and detailed step-by-step guide on how to reach the pickup location. The same information was also sent to you in the order confirmation email. 

Our emails are written in great detail to guide and assist you when collecting your order, so please read this carefully.

You are requested to follow the following procedures when collecting your order:

1.        Please bring your 1) order confirmation email and 2) proof of identification when collecting your order. The reason this is required is because the pickup point is a 3rd party business and they are responsible for making sure that they give the orders to the person (or designation person) collecting the order. They need to verify the identification of the person collecting the order. 

2.        You will be asked (or the person collecting on your behalf) at the pickup location to present: 1) proof of identification matching the order details and 2) your order (or pickup) confirmation email. The pick up location will not keep your personal information. This requirement is for identification purposes only to ensure that your order is given to the authorised person to collect your order.

IMPORTANT: Whilst in the pickup location, we strongly recommend you to check immediately after receipt of the package that your order is complete and accurate, and that its contents remain undamaged. If it is not the case, we kindly ask you to take a photo of the package and its contents immediately, and leave products unopened and unused. Contact us as soon as possible by writing us an email at hello@peachesandcremeshop.com.

CURRENT PICKUP OPTION INFORMATION:

Generally, pickup orders can only be accommodated by the 3rd party pickup point on your selected pickup date and time, and only during the schedule provided below:

• Monday - Friday (excl. public holidays): 15.00hrs - 17.15hrs only.
• Saturday (excl. public holidays): 9.30hrs to 12.00hrs only.
  
  (The above schedule is the only time period during the days mentioned above when the local pickup point can accommodate pickup orders. Should you arrive before or after the ahove schedule without prior notice of at least 30 minutes before your arrival time, we are not able to guarantee that the local pickup point will accommodate or entertain you).

We understand that your daily schedule may change which prompts the need for an earlier or a later pickup time outside the given schedule. Please reach out to us and we will do our best to coordinate and accommodate your request.

IMPORTANT REMINDER: If you missed your pickup date and wish to pick up your order on a SATURDAY, please get in touch with us so we can check if Saturday can be an alternative pick up day for the pick up date that you've missed.

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III. FULFILMENT OF E-GIFT CARDS

Virtual Gift Card

With regards to the virtual Gift Card, we will send it on the date indicated by you when you place an order. The virtual Gift Card shall be deemed to be delivered in accordance with the Terms and Conditions of the Gift Card, and in all cases on the delivery date of the virtual card to the e-mail address indicated by you.