IMPORTANT INFORMATION - SHIPPING IMPLICATIONS
The last year has seen big changes in shipping across the globe. Due to this our normal shipping
times and guarantees (as described below on this page) do not apply.
99% of our orders will be made and shipped within 3-5 business days, but there may be delays
and problems with the courier. We guarantee that all orders will be shipped within 3-5 business
days of being placed. If a specific delivery date is important, please email us prior to placing
your order to discuss options.
We use reliable delivery services ( Royal Mail) but they are occasionally struggling. Please take
this into account before you order. During busy periods we may be capped on how many orders
we can send with our courier, with no warning, meaning orders will be held 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 SOON AS POSSIBLE SO WE CAN KEEP AN EYE ON THINGS.
We offer a selection of shipping services depending on what you're ordering and what your delivery
address is. Shipping cost will be affected by weight, size, product, and the delivery address. For a quote,
put the order through the website. We ship with;
Please note, under certain circumstances the shipping cost might differ from what is shown at check-
out, or we discover a service is not available. If this is the case and it will affect your cost or delivery
time, we will contact you before proceeding with your order.
SHIPPING OUTSIDE THE UK
Shipping starts from £3.95, priced by weight
Parcels are sent Tracked & Signed so will require a signature on delivery. We do not ship to PO
The shopping cart will automatically calculate the shipping cost when you check out. Please note - this is
an estimate, and on rare occasions the true shipping cost will be higher than this, if this is the case we
will contact you with the correct shipping cost before proceeding with your order. Sometimes shipping
costs changes to some countries, or some services are no longer available to us, causing the cost to be
different than what is set on our site.
ORDERING FROM OUTSIDE THE UK?
Your order may still be subject to local sales taxes and duties when it arrives in your country. These are
usually calculated at the time the package clears customs. Any additional charges are the responsibility
of the recipient. We have no control over these charges, and customs policies vary widely from country
to country, so you should contact your local customs office for further information.
If you don't pay the local import duties and taxes it will likely mean your order either being:
destroyed by your local customs office; or
goods being returned to us at the cost of the consignee
ORDERS LOST IN TRANSIT
Sometimes orders go missing. This is out of our control and it is incredibly frustrating for you as well as
us. We have selected a small group of reliable shipping suppliers to avoid this as much as possible.
Please note, once posted, we can only rely on the carrier to get the parcel to you. This means that we
simply can not guarantee delivery dates - we wish we could, but as we have to rely on a third party to
actually get the parcel to you, it is out of our control. Most of the time there are no problems, but
occasionally there can be delays which we have no way of avoiding.
Although we use all reasonable means to ensure that your order is delivered within a specified time, we
cannot accept any responsibility for late deliveries due to circumstances outside of our control. We are
not able to refund delivery costs even for an upgraded delivery, as the Next Day option is not
guaranteed. We will do our best to inform you of any delays we are aware of.
If you want a speedier resolution in case your parcel goes missing or is delayed, we strongly recommend
you choose the Next Day Delivery - we will the resend any missing items after only 7 working days.
We do not ship orders on Saturday, Sunday, or Bank Holidays.
We do not ship to P.O Box or BFPO addresses.
Although we use all reasonable means to ensure that your order is delivered within a specified time,
we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We
will do our best to inform you of any delays we are aware of.
MY PARCEL HASN’T ARRIVED:
First of all, please ask your neighbours and local sorting office if the parcel is with them, and check any
"safe spaces" you might have used in the past for parcel deliveries. We've had many cases where the
Royal Mail and couriers have delivered the parcel to a neighbour, or left it in a safe spot, without leaving
a card with the recipient.
If you choose any other shipping option we have to ask you to wait 15 working days after shipping
before we can send a replacement or refund you. Royal Mail and couriers won’t class the parcel as
missing until then. You will also be asked to fill in a Lost Post form and return to Royal Mail.
You must inform us of missing parcels within 10 days of placing your order or we will not be able to help
Please remember the law states we have 30 days to get your order to you.
Please, help us help you.
Lost or delayed parcels are extremely frustrating for both you and us. We do understand how annoying
it is for you and we feel pretty helpless. If you report a parcel as missing, we’ll start a claim as soon as
the carrier will accept it, as well as resend your order.
The claim form is fiddly, complicated and takes a long time to complete, we have to dig out supplier
invoices to send copies as we only get back what we purchased the products for.
Now, this is where we need your help. If you end up with a lost parcel and we resend it to you (or refund
you), we will fill out a claim form. Royal Mail might write to you asking if you ever received the parcel
from us - if you don’t respond to their letter within 7 days, they will consider the parcel as delivered and
will simply close our claim. Please, if you get a letter, take the time to respond to Royal Mail. We know it
is a hassle, and wish there was an easier way.
It is important you check your delivery as soon as it arrives. If you receive a parcel that has been
damaged, or the packaging has been ripped or torn, take pictures and ask the delivery person to make a
note of the damage before you sign for the goods. Please send us the photograph clearly showing the
problem by email within 24 hours of delivery.
If you discover anything is damaged after the delivery person has left, again, please take photos and
email to firstname.lastname@example.org within 24 hours of receiving the goods.