Will my order be impacted by Covid-19?
Most of our orders are being delivered on time as normal. However, due to the ongoing pandemic, some national and international carriers are experiencing significant delays and orders may not be delivered within specified timescales. Please accept our apologies for any inconvenience caused and do contact us if you have any questions or concerns.
Where do you deliver?
|UK & Channel Islands||
1st Class Royal Mail (usually 1-3 working days)
£3.95 or FREE on orders over £65
|UK & Channel Islands||
UK Next Working Day Delivery by 1pm (place order before 3pm)
International Tracked Shipping (usually 7 working days)
|US, Canada, Australia, New Zealand and Hong Kong||International Tracked Shipping (usually 7 working days)||£15|
|Rest of World||
International Tracked Shipping (usually 7-10 working days)
We aim to ship all in-stock items within 24 hours of your order being placed, excluding weekends and public holidays in the UK.
*Europe includes: Belgium, France, Germany, Italy, Luxembourg, Netherlands, Switzerland, Austria, Republic of Cyprus, Denmark, Czech Republic, Slovakia, Spain (mainland), Estonia, Finland, Hungary, Latvia, Malta, Poland, Portugal, Slovenia, Sweden, Republic of Ireland, Lithuania, Norway and Greece.
Can I track my order?
We will send you an email to acknowledge receipt of your order and a shipping confirmation email which contains live delivery information and a reference number:
- 1st Class Royal Mail orders come with a general tracking number but may not update the package location until the delivery date
- UK Next Working Day Delivery and International Tracked orders come with end to end tracking. We recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us.
We love to ship to our customers around the world. Please note that for international orders, because of customs controlled by government authorities in your home country, it is difficult to estimate delivery times. Most international orders arrive within 7-10 working days, but occasionally take longer.
What happens if my parcel is lost?
If you experience your parcel going missing, please contact us and we will attempt to track down the parcel. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.
Do I have to pay import charges?
Your order may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs once it reaches its destination. Any such additional charges must be borne by the recipient. We’re afraid we have no control over and cannot take responsibility for local customs charges. If you choose not to pay these fees and do not pick up your package, we are not able to refund your shipping costs. You may wish to contact your local customs office for further information.
What is your customer service like?
Customer service is very important to us. In recognition of the number and quality of 5 star reviews that we receive from genuine customers, we have been awarded the Feefo Gold Trusted Service Award 2019 & 2020. Read more about our reviews.
How do I return my order?
Due to the Covid-19 pandemic, we are currently not accepting returns until further notice. Thank you for your understanding.
If a product you have ordered is damaged, please let us know immediately and within 15 days of purchase at the latest. We will gladly offer a full refund. Please quote your name and order number when emailing email@example.com providing details of the damage, including any photos if applicable. Once the item has been returned, a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.
If a product you have ordered is unsatisfactory for any reason (we really hope this is not the case), you can return it to us within 15 days of purchase for a replacement or full refund. Products must be unused, unopened and in the same condition that you received it. Customers are responsible for return shipping - please contact us at firstname.lastname@example.org for return instructions and retain proof of postage. Once your return is received, we will send an email notifying you that we have received it and we'll send you a replacement or refund, whichever you prefer. A replacement is sent free of charge or a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method.
I have more questions, can I contact you directly?
Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to email@example.com and we'll get back to you.
firstname.lastname@example.org | The Studio, South Downs Cottage, Midhurst, GU29 0HD | +44(0) 1730 810029