FAQ

YES - WE SHIP OUTSIDE THE UK

Due to Brexit there have been some changes in customs processes, please read through the very
important information below before you order.

Will there be any extra charges on my order?

If you are in the EU and have ordered from us before, you will see that since Brexit all items are now
20% less as the UK VAT (sales tax) is no longer charged on your order. However, you may have to pay tax
and customs charges once the parcel arrives to your country. This would be paid by you, direct to the
carrier or local customs office.

How much will I be charged?

We are not able to tell you how much you might be charged, please contact your local customs office for
advice before you place your order. It is usually calculated as a percentage of the value of the order and
sometimes with a fixed handling charge.

 Can I pre-pay the charges when I order?

We’re afraid we can’t pay charges on your behalf. Import duties and taxes are payable to local customs
authorities, you will be contacted by them when your order arrives at the delivery address.

Can you put a lower value on my invoice, or mark it as a gift, to avoid charges?

No, we can't do that. It is against the law to declare a false value or description on a customs
declaration.

Do all orders get charged in customs? My friend didn’t pay anything?

We suggest you assume you will be liable for import charges on all orders delivered outside of the UK.
There may be instances where a parcel slips through custom, but do not expect that as border control
has only become stricter since Brexit.

Will I be charged UK VAT on my order?

If your order is sent to an address outside the UK, we will NOT charge UK VAT. To see what you will pay,
ensure you are logged in to the site and have a non-UK address as your shipping address.

My parcel has arrived, but I am being charged more than I expected - can I refuse it and get my
money back?

Whilst we do not recommend it, in most countries you can refuse the parcel and it should make its way
back to us. Please note, there is the risk that your parcel will not arrive back with us, or, that it will take a
long time for it to get back to us. We would not be able to refund you until the parcel has arrived safely
in a saleable condition with us, you are responsible for the item until it has returned safely with us. We
will be charged for the declined order by the courier, that charge will be deducted from any refund we
make to you - it is usually around £5.50.

If you have changed your mind about the product, it is sometimes better to accept the parcel and then
return it to us yourself using a tracked service. You should usually be able to reclaim any tax paid by
putting a claim in with your local tax office, please contact them for advice.

PLEASE NOTE: WE DO NOT HAVE A SHOP AND CAN NOT WELCOME VISITORS AT THE MOMENT.
COVID SHIPPING AND ORDERING IMPLICATIONS
We guarantee that we will send all orders within 3-5 working days of them being placed.

Delivery services are hugely affected from the backlog of a very busy year, followed by a busier
Christmas season, and now Brexit looming - for this reason we can not guarantee any delivery times at
the moment as they are out of our hands once they leave us. We use reliable delivery services (DPD and
Royal Mail) but they are all feeling the strain. Please take this into account before you order.

We are occasionally getting capped on how many orders we can send with our courier, sometime with
no warning, meaning we need to hold orders back a day or two.

DUE TO THESE DELAYS, WE ARE CURRENTLY NOT OFFERING OUR NORMAL REFUNDS OR REPLACEMENTS
FOR LOST PARCELS, UNTIL 4 WEEKS HAVE PASSED. IF YOUR PARCEL DOESN'T ARRIVE AS EXPECTED,
PLEASE LET US KNOW AS NORMAL SO WE CAN KEEP AN EYE ON THINGS.



For information on Royal Mail’s delivery status: https://www.royalmail.com/coronavirus