How and when your order leaves us, how long it usually takes, and who handles duties.
Orders go out from our own stock to most countries. A small number of destinations are outside our carriers' networks — if that applies to your address, we refund in full and tell you why instead of holding the order.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Most parcels arrive within three to seven business days of dispatch; remote postcodes can take up to twelve business days. As a rule of thumb, expect the parcel within a week; remote regions take longer, which is normal rather than a sign that it is stuck.
Import charges are levied by your customs authority, not by us, and the carrier collects them before handover. We declare parcels at their paid value, because under-declaring is fraud and puts your delivery at risk.
If a parcel is delayed, damaged or shows as delivered when it is not, tell us within fourteen days. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
Copy the address exactly as your postal service writes it, including the apartment, unit or building number and the postcode. Addresses that arrive without a house number are the single most common cause of a parcel coming back to us.
If a carrier cannot deliver because an address is incomplete or nobody is available after the usual attempts, the parcel comes back to us. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
Orders leave in plain, recyclable packaging with no invoice or price inside beyond what customs requires. Sending a parcel as a gift, or without our name on the outside, can usually be arranged — message us straight after checkout and we will do it if the order is still on the shelf.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. Where tracking stalls for five days or more, contact us and we will chase it on your behalf.
Some delays are outside anyone's control: storms, border checks, strike action or the December rush. We cannot promise a date when a carrier is delayed, but we will keep tracking the parcel, tell you what we know, and refund if it never arrives.
If a parcel is refused at the door or not collected from a depot in time, it returns to us. Refunds are issued for the goods once it is back, and a refused delivery does not carry a return postage charge.
Questions about this page? Write to [email protected] and we will answer within one business day.