How and when your order leaves us, how long it usually takes, and who handles duties.
Orders go out from our own stock to most countries. Some remote territories take longer and a few are not served by our carriers at all; if your address cannot be served we will cancel and refund the order rather than leave it open.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. Anything placed after the cut-off joins the next business day's run, and we email if a line needs to be sourced first.
Most parcels arrive within a week of dispatch; remote postcodes can take up to twelve business days. 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.
If tracking stalls, tell us rather than waiting it out. 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. Once they are back with us we refund the item value; the shipping charge is not recoverable because the journey was made.
We pack by hand using recyclable materials: a mailer or a box, padding inside, and no price information other than the customs declaration that international parcels legally require. 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.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. 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 cannot promise a date when a carrier is delayed, but we will keep tracking the parcel, tell you what we know, and refund if it never arrives.
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.