Shipping policy

Shipping Policy

Order Processing

All orders are processed and dispatched within 24 business hours of being placed, provided the order is received before the daily cut-off time. Dispatch times may vary depending on item availability.

Once an order has been dispatched, the customer will receive a shipping confirmation notification containing the relevant delivery details.

Delivery Methods

Orders may be shipped using tracked or untracked delivery services, depending on the option selected at checkout.

  • For untracked services, a delivery reference may be provided. Tracking information may only update once delivery has been completed.

  • Customers may choose tracked delivery or optional package protection at checkout for additional coverage during transit.

All orders are shipped via Royal Mail, local postal services, or selected courier partners, depending on the destination country.

Delivery Timeframes

Estimated delivery times vary based on destination and shipping method selected. Delivery estimates are provided at checkout and should be used as a guide only.

Delays may occur due to factors outside of our control, including carrier delays, customs processing, or local postal service disruptions.

Lost or Delayed Orders

If an order has not arrived within the estimated delivery timeframe, customers must contact our Customer Experience Team with their order number.

We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or alternative resolution in line with our internal policies.

Damaged Items

If an order arrives damaged, customers must notify our Customer Experience Team as soon as reasonably possible and provide clear photographic evidence of the damaged item and/or packaging. This allows us to assess the issue and resolve it promptly.

Proof of Delivery & Liability

Where a tracked delivery service is selected, delivery confirmation is provided by the shipping carrier and may include tracking updates, delivery scans, GPS confirmation, or photographic evidence, depending on the carrier and destination.

For untracked delivery services, proof of dispatch is retained in the form of carrier acceptance and shipping confirmation. Delivery is deemed fulfilled once the order has been dispatched in accordance with the selected shipping method.

We are not liable for delivery issues arising from:

  • Incorrect or incomplete delivery addresses provided by the customer

  • Failed or disputed deliveries where the carrier has confirmed delivery

  • Delays, losses, or handling issues caused by postal services, couriers, customs authorities, or events outside of our reasonable control

Optional package protection, where selected, provides additional coverage for loss or damage in transit and is administered in accordance with the protection provider’s terms.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, or handling fees imposed by the destination country’s customs authority.

These charges are the responsibility of the customer and are outside of our control. Customers are encouraged to check with their local customs office prior to placing an order.