Shipping policy
Shipping Information
Orders are normally dispatched within 1–2 business days after receipt of payment and are shipped using the delivery option selected at checkout.
Orders placed before 7PM will usually be dispatched the next business day. Orders placed after this time may be dispatched one additional business day later.
Shipping fees include handling, packing, and postage costs for the selected carrier.
We take great care to ensure that all products are securely packed for transit. Items are packed using sturdy shipping boxes and protective materials to help protect them during transportation.
Estimated delivery timeframes are provided by the courier and are not guaranteed. Delays may occur due to courier operations, weather conditions, customs processing, or other factors outside our control.
Delivery Terms
Incorrect Shipping Address
Customers are responsible for ensuring the shipping address entered at checkout is complete and accurate.
We are unable to refund shipping costs for orders that are returned or lost due to an incorrect or incomplete address provided by the customer, as these charges are incurred once the parcel has been dispatched and are non-refundable by the carrier.
If a parcel is returned to us due to an incorrect address, we can resend the parcel once additional shipping costs are paid.
Carriers typically do not provide compensation for parcels lost due to incorrect address information provided by the recipient.
Missing or Undelivered Parcels
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible so that we can investigate with the courier.
Missing deliveries should normally be reported within 14 days of the expected delivery date. Reports made after this period may fall outside the courier’s investigation window and may significantly limit our ability to determine the delivery status or submit a claim.
Please note:
- Carriers typically consider an item lost after several working days from the expected delivery date
- Courier investigations and compensation claims must normally be submitted within a limited claim period
- Tracking information may only be retained by carriers for a limited time
If courier records are no longer available, we may be unable to determine the delivery status or submit a claim with the courier.
Delivery Confirmation and Investigation
Where a parcel is marked as delivered by the courier, including delivery to the delivery address, a neighbour, or a designated safe place, this will normally be treated as successful delivery.
If a customer believes the parcel has been delivered incorrectly, we will open an investigation with the courier. Courier investigations may include:
- GPS delivery confirmation
- delivery photographs (where available)
- driver delivery confirmation
- verification of delivery location
Where the courier confirms that delivery was completed correctly, we reserve the right to decline replacement or refund.
Customers may be required to cooperate with courier investigations, including confirming delivery details, checking with neighbours or safe places, or completing a courier declaration form.
Failure to cooperate with a courier investigation may affect our ability to provide a replacement or refund.
Safe Place and Neighbour Deliveries
Couriers may deliver parcels to:
- the delivery address provided
- a safe place at the delivery address
- a neighbouring property
depending on the courier’s delivery procedures.
If you do not wish parcels to be left with neighbours or in a safe place, please ensure appropriate delivery instructions are provided directly to the courier using the tracking link once your order has been dispatched.
Redirected, Refused, or Uncollected Parcels
If a parcel is redirected by the customer to an alternative delivery location (such as a post office, parcel shop, or collection point) and is subsequently refused, not collected, or returned to us, the original shipping cost is non-refundable.
If a parcel is returned to us because it was refused by the recipient or not collected within the carrier’s holding period, we may refund the order value excluding the original shipping cost.
If the customer wishes the parcel to be resent, additional shipping charges will apply.
Any return or redirection fees charged by the courier may also be deducted from the refund where applicable.
Damaged Parcels
If a parcel arrives visibly damaged, please photograph the packaging and contents and contact us within 48 hours of delivery.
Failure to report damage within this timeframe may affect our ability to raise a claim with the courier.
Shipping Within the United Kingdom
We offer shipping across the United Kingdom.
All prices displayed on our website include VAT and applicable UK taxes. You will not be charged any additional taxes upon delivery.
Shipping Outside the United Kingdom (International Orders)
We ship internationally to selected countries.
Please note the following important information:
- Shipping terms are DDU (Delivered Duties Unpaid)
- We are not able to handle IOSS or DDP shipping
- Prices do not include local taxes, customs duties, or import fees for destinations outside the UK
- Any such charges imposed by the destination country are the sole responsibility of the customer
- We are not liable for delays caused by customs processing or failure to pay import duties or taxes
We recommend checking with your country’s customs authority to determine what additional costs may apply before placing an order.
Policy Updates
We reserve the right to update or modify this Shipping Policy at any time to reflect changes in courier services, operational procedures, or legal requirements.