How and when your order leaves us, how long it usually takes, and who handles duties.
Orders leave from our own warehouse rather than a drop-shipper, so dispatch does not wait on a supplier's stock count. Most countries are served directly; where a carrier cannot reach an address we cancel and refund rather than hold the order open.
Picking happens on business days and is normally finished within one to two business days of the order arriving. Anything placed after the cut-off joins the next business day's run, and we email if a line needs to be sourced first.
Tracking goes out with the dispatch email and updates from the carrier's own scans. Every parcel gets a tracking number, sent by email when the label is generated, and the tracking link shows the latest scan rather than a fixed promise date.
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.
Report a missing or damaged parcel within two weeks of the expected date and we will deal with the carrier directly. We will investigate with the carrier, and where a parcel is confirmed lost we replace it or refund it in full.
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.
Parcels that cannot be delivered are held by the carrier for a short period and then returned. Once they are back with us we refund the item value; the shipping charge is not recoverable because the journey was made.
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.
Tracking is emailed when the label is printed rather than when the order is placed, so the first scan may take a few hours to appear. 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 will not pretend to know a date we cannot know — we will tell you what the scans show and keep chasing until the parcel moves.
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.