Shipping and Delivery Policy

Last updated: 25 September 2026

This policy applies to deliveries within Sri Lanka and to international destinations available at checkout.

1. Processing and delivery estimates

In-stock physical orders are normally processed within 2–4 business days after payment is confirmed. Saturdays, Sundays, Sri Lankan public holidays, and announced closure dates are not business days. Personalised, made-to-order, and pre-order products may take longer; the relevant estimate will be shown on the product page or communicated to you.

a.      Sri Lanka: delivery is normally 2–5 business days after dispatch.

b.     International: delivery is normally 7–21 business days after dispatch.

These are estimates, not guaranteed dates. Weather, customs, public holidays, remote locations, carrier disruption, incorrect addresses, and other circumstances outside our reasonable control may cause delays.

2. Delivery charges and international fees

Available methods and charges will be shown at checkout or confirmed before payment. Unless checkout expressly states otherwise, the recipient is responsible for customs duties, import taxes, brokerage, handling, and other destination-country charges. International customers are also responsible for checking whether a product may lawfully be imported.

If an international parcel is refused, unclaimed, or returned because charges were unpaid or import requirements were not met, we will only consider any refund or store credit after the parcel returns to us. Where the law permits, we may deduct actual, reasonable, and unrecoverable delivery, return, duty, tax, or handling costs.

3. Addresses, delivery attempts, and tracking

You must provide a complete, accurate delivery address and telephone number. Contact us immediately if a correction is needed; we cannot guarantee changes after processing or dispatch. We are not responsible for delay or loss caused by inaccurate information supplied by the customer. Redelivery charges may apply when a parcel is returned after failed attempts or was not collected.

Where tracking is available, we will send the details to the contact information provided with the order. A carrier scan, signature, one-time password, photograph, or similar record may be used as evidence of delivery.

4. Delayed, lost, or damaged parcels

If tracking has not updated for an unusual period or your order has not arrived within the estimated range, email hello@pothaholic.com or WhatsApp +94 76 637 6869 with your order number. We will make reasonable enquiries with the carrier. International and customs investigations may take longer than local enquiries.

For visible damage or incorrect contents, retain the packaging and follow the process in our Returns, Refunds, Exchanges and Cancellation Policy. We remain responsible for providing any remedy required by applicable law.

5. Delivery responsibility

To the extent permitted by law, responsibility for a physical product passes to you when it is delivered to the address provided at checkout. Ownership passes after full payment. Nothing in this policy excludes or limits a right or responsibility that cannot lawfully be excluded or limited.

 

Questions about this policy: hello@pothaholic.com | Telephone/WhatsApp: +94 76 637 6869