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.
Orders placed before midday on a business day are usually picked the same day and leave within one to two business days. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Typical transit is three to seven business days for most destinations and up to twelve for remote areas. 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.
Prices do not include import duties or local taxes, which are set by your country and collected by the carrier. We complete customs paperwork accurately at the price you paid — we will not mark a parcel as a gift to reduce a charge.
Report a missing or damaged parcel within two weeks of the expected date and we will deal with the carrier directly. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
Please check the street number, unit and postcode before confirming. A missing apartment number or a transposed digit is enough for a carrier to return the parcel, and it costs another full transit to put right.
Parcels that cannot be delivered are held by the carrier for a short period and then returned. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
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.
Weather, customs inspections, industrial action and peak-season volumes can add days to a journey. 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. We refund the item value on receipt and there is no further charge for the return leg.
Questions about this page? Write to [email protected] and we will answer within one business day.