Enjoy FREE UK shipping on orders over £100!*
*(Exclusions apply, see details below).
Order Processing & Dispatch Times
- Dispatch Cut-off: Order by 3:00 PM UK Time for same-day dispatch.
- Operating Days: We dispatch Monday to Friday.
- Exclusions: We do not dispatch on UK weekends or public holidays.
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
Need it fast? We offer next-day services via Royal Mail, DPD, and UPS at checkout.
Royal Mail delivers Mon-Saturday
Other Couriers only deliver Mon-Friday
Only Royal Mail Special Delivery is guaranteed to be delivered next day (Monday-Saturday).
Next-day delivery may not be possible to remote UK areas (e.g., parts of Scotland).
While non-guaranteed services are typically next-day, occasional courier delays (weather, traffic) can occur. We also offer fast UPS options for most EU destinations.
This will depend on your delivery method chosen at checkout:
– Standard Mail: 2-3 Days
– Express Mail: 1-2 Days
– Special Delivery: Next day Guarnateed for orders placed before 15:00 UK time.
Spend over £100 for free delivery within the UK mainland!
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.
Same Day Dispatch
Order before 3:00 PM UK Time, Monday-Friday (excluding Bank Holidays), and we’ll dispatch your order the very same day in most circumstances.
If a paid next-day UK delivery is delayed due to our error, contact us for a shipping fee refund. For international orders, partial refunds may be possible if we cause a delay. We cannot refund fees for delays outside our control or due to incorrect address information provided.
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.
Costs and estimated delivery times are calculated and displayed during checkout based on your order weight, value, and delivery address. For more info, please see this helpdesk article
Free Shipping Details: Orders over £100 to UK mainland addresses qualify for free shipping via Royal Mail’s RM48 service, unless hazardous goods are included in the order.
International Delivery
Need it fast? We offer next-day services within mainland europe, however due to customs clearance they usualy take 1-3 days. The only thin is that we cant inlcude batteries with these shipments.
Order before 15:00 UK time for same day dispatch
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.
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.
This will depend on your delivery method chosen at checkout:
– Standard AirMail: 5-10 Days approx
– Express Road Courier: 2-4 Days approx
– Express Air Courier: 1-3 Days approx
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 (see ‘Late or Missing Deliveries’ below).
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. If these return costs exceed the value of the goods, the parcel may be abandoned by the courier, and no refund will be possible.
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 – e.g., Tracked 24/48, RM48 Free Shipping)
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. If your order hasn’t arrived after 10 working days past the ETA, please contact us with your order number. 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. Please contact us to request this.
Exceptions to Refund: Refunds for lateness are not provided if:
- 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)
If a Special Delivery item is feared lost, contact us. We can initiate an investigation, but Royal Mail may require a waiting period (typically up to 10 working days after ETA) before declaring it lost. Once confirmed lost by Royal Mail, we will offer a full refund or reshipment (stock permitting). We cannot refund/reship items until the loss claim is completed, but the shipping fee can be refunded as soon as it’s confirmed late (unless exceptions apply).
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. Please wait this period before contacting us if your order hasn’t arrived.
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. They can often provide the quickest update.
If the courier advises the parcel is lost or asks you to contact us, please reach out with your order number, tracking details, and any information the courier provided.
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. We will keep you updated. We cannot refund or reship until the courier’s investigation is complete and the parcel is confirmed lost.
Other Shipping Services
If you used a different service and tracking hasn’t updated for 3 working days, please contact us with your order and tracking details.
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. We might, at our discretion, refund/reship before the return arrives. International customers: We cannot refund external fees (customs/taxes); please contact the relevant authority for those. We can provide proof of our refund if needed.
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. We must wait for the return as couriers sometimes reroute misdelivered parcels correctly. International customers: External fees are non-refundable by us.
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 to get the goods back.
If return costs exceed the item value, the goods may be abandoned, and no refund will be issued. Refunds are only processed after the items are received back at our warehouse.
Please double-check your address details (including auto-filled ones) before checkout and on your order confirmation. Notify us immediately if you spot an error. If dispatched, contact the courier directly to try and correct it. We recommend being present for delivery or promptly arranging collection/redelivery if you miss it.
Damaged Deliveries
We take care in packaging your orders, but occasionally damage can occur during transit.
If your order arrives damaged, please:
- Contact us immediately (ideally within 48 hours of receipt).
- Provide your order number. Include clear photos showing the damage to both the packaging and the item(s).
- Keep all packaging until the issue is resolved, as the courier may need to inspect it.
We will assess the situation and liaise with the courier if necessary. Depending on the circumstances and stock availability, we will arrange a replacement or refund for the 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 (e.g., porch, shed, designated neighbour, recycling bin area – this varies by courier).
- 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 (e.g., local shop, depot) 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.
A parcel delivered to a completely incorrect address (not the labelled one, not an amended one, not a collection point or valid safe space) is not considered delivered by us.
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 (and ours, see above), we unfortunately cannot accept liability for theft after a successful safe space delivery. We are happy to assist you in raising a claim with the courier if possible, but success is not guaranteed.
Minimising Risk: If safe space delivery is a concern, consider these steps:
- Ensure someone is home to receive the delivery.
- Track your parcel closely for ETA updates and enable courier notifications (SMS/email).
- Check if your chosen courier allows you to opt-out of safe space deliveries via their app or website (See courier’s help pages for instructions).
- Consider delivery to a secure location (e.g., workplace, collection point).
- Utilise home security measures (e.g., video doorbell, security cameras).
If your parcel is stolen after delivery, report the theft to your local police authority. You may also wish to check if your home insurance policy offers cover for such incidents.
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.
