1. Order processing
Orders are normally processed within 1–2 working days, excluding UK bank holidays. During launches, promotions or exceptionally busy periods, processing may take a little longer. You will receive a dispatch confirmation once your order leaves our fulfilment centre.
2. Estimated delivery times
- United Kingdom: usually 7–10 working days after dispatch.
- Europe: usually 7–18 working days after dispatch.
Delivery estimates are not guarantees and begin from the date of dispatch, not the date the order was placed. The available services, price and most up-to-date estimate are shown at checkout.
3. Tracking your order
When tracking is available, we will email you a tracking link. It may take up to 48 hours for the first carrier scan to appear. You can also use our order tracking page.
4. Delivery addresses
Please check your delivery address carefully before completing checkout. If you notice an error, contact us immediately. We cannot guarantee that an address can be changed after processing has begun, and we are not responsible for delays or losses caused by an incorrect or incomplete address supplied by the customer.
5. Duties and taxes
Any taxes, duties or import charges included in your purchase will be shown at checkout where the service supports this. For international orders, local authorities may charge additional import duties or taxes. Unless checkout expressly states otherwise, these charges are the recipient’s responsibility.
6. Delays
Carriers may occasionally experience delays caused by severe weather, customs, industrial action, seasonal demand or other circumstances outside our reasonable control. If tracking has not updated for an unusual period, please contact us and we will investigate with the carrier.
7. Missing or damaged parcels
If your parcel is marked as delivered but cannot be found, first check with household members, neighbours and any designated safe place. If it is still missing, or if it arrives damaged, contact us promptly with your order number and any supporting photographs. We will work with the carrier to find an appropriate resolution.
8. Split deliveries
An order may occasionally arrive in more than one parcel. If this happens, each parcel may have a separate tracking number. You will not be charged extra delivery fees unless this was clearly agreed before dispatch.