Shipping policy

Order Processing & Dispatch Times

Same Day Dispatch

  • Dispatch Cut-off: Order by 3:00 PM UK Time
  • Operating Days: Monday to Friday
  • Exclusions: No dispatch on weekends or UK public holidays

Need Something Next Day?

Select Special Delivery at checkout. If you ordered before 15:00 UK time and it doesn't arrive, you get a refund!

Our team works diligently to meet these targets. In rare exceptional circumstances, dispatch may be delayed, and we will notify affected customers where possible.

UK Delivery Information

Enjoy FREE UK shipping on orders over £100!*

We dispatch all orders placed before 3:00 PM UK Time (Monday to Friday) on the same working day. *Exclusions apply - see details below.

Next Day Delivery Options

  • Royal Mail: Delivers Mon-Saturday
  • DPD & UPS: Deliver Mon-Friday only

Note: Only Royal Mail Special Delivery is guaranteed next day. Next-day delivery may not be possible to remote UK areas.

Delivery Timeframes

  • Standard Mail: 2-3 Days
  • Express Mail: 1-2 Days
  • Special Delivery: Next day guaranteed (orders before 15:00)

UK Shipping Options & Costs

You can select your preferred UK shipping method at checkout. Options typically include:

Royal Mail

Various services including Tracked 24/48 and Special Delivery Guaranteed by 1 PM

DPD

Tracked next-day service with delivery window notifications

UPS

Tracked next-day service

Free Shipping Restrictions

Free shipping uses Royal Mail (RM48 service) which cannot carry some hazardous items (e.g., LiPo batteries, certain chemicals). If your cart contains such items, free shipping may not be available.

International Delivery

We Ship Worldwide!

However, please be aware of the following for orders outside the UK.

Fastest Shipping Method

Need it fast? We offer next-day services within mainland Europe, however due to customs clearance they usually take 1-3 days.

Note: We can't include batteries with these shipments.

Order before 15:00 UK time for same day dispatch

International Delivery Times

  • Standard AirMail: 5-10 Days approx
  • Express Road Courier: 2-4 Days approx
  • Express Air Courier: 1-3 Days approx

Pricing & VAT

Prices displayed on our website for international customers exclude UK VAT. VAT and any applicable import duties or taxes are not collected by us. These fees will be assessed and charged by your local customs authorities upon arrival in your country.

We cannot predict or control these charges. We recommend checking with your local customs office or the courier's website for estimated costs before placing your order.

Product Restrictions

Some items (like LiPo batteries) have shipping restrictions, and certain products may be export-controlled by law, preventing shipment to specific destinations. These restrictions will usually be indicated at checkout.

Customs Processing & Delays

Customs clearance can sometimes cause significant delays to international shipments. These delays are beyond our control and do not constitute a 'lost' parcel until the courier's specific timeframe has passed.

Refusal to Pay Customs/Duty Fees

If you refuse to pay the required import fees, the shipment will likely be returned to us. Once received back at our warehouse, we will refund the cost of the items only, minus any return shipping costs and fees incurred by us to retrieve the parcel.

Late or Missing Deliveries

While rare, deliveries can sometimes be delayed or go missing. Here's how we handle it based on the service used:

Royal Mail UK Mainland (Standard Services)

Royal Mail requires us to wait 10 working days after the expected delivery date before a parcel is considered lost. Most late items arrive within this period.

These are not guaranteed services, and shipping fees cannot be refunded for delays.

Royal Mail Special Delivery Guaranteed

This is our only guaranteed next-working-day UK service. If it arrives late, you are entitled to a refund of the shipping fee, no questions asked.

Exceptions to Refund:

  • • A store warning about known Special Delivery delays was active when you ordered
  • • The delay was due to customer error (e.g., incorrect address, ordering after cutoff)

Royal Mail International

Due to customs and international transit complexities, Royal Mail requires us to wait 25 working days after the expected delivery date before an international parcel is considered lost.

DPD / UPS

If your tracking hasn't updated or delivery is overdue by more than 1 working day, please first contact DPD or UPS directly using your tracking information.

Both DPD and UPS will typically open an investigation if a parcel is missing. These usually resolve within 5 working days but can take up to 10 working days.

Failed or Returned Deliveries

Occasionally, deliveries fail and are returned to us. How this is handled depends on the reason:

Our Fault

(e.g., Mislabeled parcel, incorrect address change by us)

If the error was ours, we will provide a full refund (items + shipping) once the parcel is returned. We may offer to reship, but this isn't always possible with automated systems.

Courier Fault

(e.g., Correctly labelled, but courier failed delivery)

If the courier was at fault, we will provide a full refund (items + shipping) after the shipment is received back by us. Reshipment may be offered but isn't guaranteed.

Customer Fault

(e.g., Incorrect/incomplete address provided, failure to collect after attempt)

If the delivery fails due to incorrect/incomplete information provided by you, or failure to arrange redelivery/collection after an attempt, we can only refund the cost of the items, minus the original shipping fee AND any return shipping costs or import fees we incur.

Important: If return costs exceed the item value, the goods may be abandoned, and no refund will be issued. Please double-check your address details before checkout!

Damaged Deliveries

We take care in packaging your orders, but occasionally damage can occur during transit.

If your order arrives damaged, please:

  1. Contact us immediately (ideally within 48 hours of receipt)
  2. Provide your order number
  3. Include clear photos showing damage to both packaging and item(s)
  4. Keep all packaging until the issue is resolved

We will assess the situation and liaise with the courier if necessary. Depending on circumstances and stock availability, we will arrange a replacement or refund for damaged items.

When is an Order Considered 'Delivered'?

Understanding when we consider a shipment delivered is important. Delivery is confirmed when:

  • The parcel is received by a person at the specified shipping address
  • The courier leaves the parcel in a designated 'Safe Space' at or near the delivery address
  • The parcel is delivered to an amended address you arranged with us or the courier
  • The parcel is received at an official courier collection point for you to retrieve
  • The parcel is left with a neighbour (often considered a 'safe space' delivery)
  • The official tracking information confirms delivery via any of the above means

Porch Theft & Safe Space Deliveries

"Porch theft" refers to the theft of parcels left unattended by couriers, often in 'Safe Spaces'. Many couriers will automatically use a safe space if no one is available to receive the parcel.

Liability:

As delivery to a designated safe space constitutes a completed delivery as per courier terms, we unfortunately cannot accept liability for theft after a successful safe space delivery.

Minimising Risk:

  • • Ensure someone is home to receive the delivery
  • • Track your parcel closely for ETA updates and enable courier notifications
  • • Check if your chosen courier allows you to opt-out of safe space deliveries
  • • Consider delivery to a secure location (workplace, collection point)
  • • Utilise home security measures (video doorbell, security cameras)

Packaging Information

Most orders are dispatched in plain, discreet packaging. However, some larger items may ship in their original branded cartons, potentially revealing the contents.

If discretion is important, please contact us before placing your order to discuss possible arrangements.

Need Help? Contact Us

If you have any questions about shipping, tracking your order, or if you encounter any issues, please don't hesitate to contact our customer service team.

Provide your Order Number when contacting us for faster assistance.