Shipping Information
All orders placed before 15:00 UK Time (Monday to Friday) will be sent the same working day, this excludes weekends and/or national holidays (e.g. Bank Holidays).
Free UK shipping available for orders over £100*
All orders placed before 15:00 UK Time (Monday to Friday) will be sent the same working day, this excludes weekends and/or national holidays (e.g. Bank Holidays).
Free UK shipping available for orders over £100*
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We don’t like modern business. We don’t like that everything appears hidden through layers of terms and conditions and secrecy. We aim to be as transparent as possible, we want all of our cards out on the table so that when you choose us, you can be absolutely certain of the service you can expect to receive.
Because of this commitment, below you won’t only find the upselling points we have to offer, but you’ll also find the exceptions, and our approach to handling particular cases and scenarios laid bare. Misleading or missing information only ends in upset and is no good for any party involved, so we want to be sure that you can be as informed as possible before placing an order with us, with no surprises. That’s our commitment to you.
We offer next-day shipping services with Royal Mail, DPD and UPS, available for selection at checkout. We also offer Guaranteed next working day and Saturday delivery with Royal Mail Special Delivery.
For orders placed before 15:00 UK Time (GMT / BST) your order will be despatched the same working day (Mon-Fri excluding Bank Holidays). Please note that it is not possible to deliver next day to some parts of Scotland, or remote parts of the UK. For non guaranteed services, although 99% of orders are delivered the next working day, from time to time there could be some unforeseen delays such as weather, traffic, or van breakdown, these delays are unfortunately beyond our control, though are luckily rare.
We are also able to offer next day delivery to most of EU via UPS
If you spend over £100 with us, and your delivery address is in the UK mainland, you will be eligible for free shipping unless your cart contains any hazardous items such as LiPo batteries or chemicals etc. – the reason for this is that the free shipping method uses a Royal Mail service, which cannot accept hazardous goods.
The free shipping method uses Royal Mail’s RM48 service.
Our shipping team works all day, every working day, to ensure that all orders are dispatched the same working day if they are placed before 3PM UK Time, unless exceptional circumstances occur.
If you pay for a next day shipping service to a UK delivery address, and it is delayed due to our own error, you can request a refund for the shipping fees from our customer service team.
For international customers, we may be able to offer a partial refund of shipping fees if we are directly responsible for a delay.
Please note that we are unable to offer refunds for non-guaranteed shipping services if the delay is beyond our control, or is the result of us being provided with incorrect or incomplete delivery information (e.g. a missing house number on the delivery address).
In the case of a late delivery, please be aware that the only guaranteed delivery service we offer as standard is Royal Mail’s Special Delivery. This service is guaranteed for next-day delivery and if that requirement is not met you are likely eligible for a refund of your delivery costs. As all other services are not guaranteed, we cannot provide compensation for delivery delays unless exceptional circumstances occur.
In the case of a lost delivery, we will be able to either refund or resend your order at your request, as long as the parcel is considered lost by the courier. If you believe your parcel to be lost, please follow the instructions relevant to your service below.
Royal Mail asks that we wait 10 working days after the expected delivery date before contacting them to declare a parcel lost. As such, we have to ask customers using this service to wait up to 10 working days after the original ETA before a delivery is considered lost. Most of the time, late orders will arrive in this period. If your order does not arrive in this period, please contact us and provide your order number and (if applicable) any tracking info, so that we can resolve the issue for you. Please do not use this service for urgent/mission critical deliveries. The only guaranteed delivery service is Royal Mail Special Delivery. Unfortunately, late deliveries with these methods do not qualify for any reimbursement.
Royal Mail Special Delivery is the only shipping service which guarantees the delivery estimate (Next day to the UK mainland). This means that if your shipment is late, we will be able to issue a refund for the shipping fee no questions asked.** If your delivery is late, you should contact us to request that we refund your shipping fee, and we will reach out to Royal Mail immediately to see if we can open a case to locate your parcel if there are fears of it being lost. We may need to wait for a certain time period before we can open this case, but we will let you know as soon as we do in these circumstances. Late Special Deliveries are incredibly rare, it is the highest success rate delivery service we offer under normal circumstances.
** The exceptions to guaranteed refunds for late Special Deliveries are;
– The order was placed whilst we had an active warning on the store regarding known delays to Special Delivery or other Royal Mail services.
– The delay was caused by an error on the customer’s part, for example, providing an incorrect shipping address or placing the order after the 3PM cut-off time.
In the above situations, we will be unable to issue any shipping refund.
If the item still does not arrive within 10 working days of the original expected delivery date, then we will be able to open a claim for loss. Once the claim is completed, assuming the conclusion is that the parcel is lost, the customer will will offer either a full refund or a replacement shipment (stock allowing).
We are unable to issue a refund or replacement order for lost goods until the claim is completed, however, the shipping fee can be refunded as soon as the parcel is overdue. For more information on claim times, please refer to Royal Mail’s website.
Due to the nature of international shipments and customs hold-ups, Royal Mail asks that we wait 25 working days after the expected delivery date before contacting them to declare a parcel lost. This means you need to wait around 4-5 weeks after we send your order before contacting us. Most of the time, late orders will arrive in this period. If your order does not arrive in this period, please contact us and provide your order number and (if applicable) any tracking info, such as a tracking number, that you may have. Please do not use this service if you need your order urgently.
After 1 working day please contact DPD directly if they have not already updated the tracking to show the delay. If DPD advise the parcel is lost or ask you to get in touch with the retailer, please contact us and provide us with your order number, any tracking information you have, and any information DPD provided you with regarding the missing parcel.
DPD typically will ask either us or yourself to open a case in the event of a missing or late delivery, which in the most dire situations can run for a maximum of 10 working days. Most cases are resolved within 5 working days, however additional time may be required in some circumstances. During the investigation, we will update you to provide any information DPD hands us regarding the whereabouts of your order, and once concluded, we will provide the result of the case and the resolution.
Please note that we are unable to refund or re-send orders before a case has been opened and closed.
After 1 working day please contact UPS directly if they have not already updated the tracking to show the delay. If UPS advise the parcel is lost or ask you to get in touch with the retailer, please contact us and provide us with your order number, any tracking information you have, and any information UPS provided you with regarding the missing parcel.
UPS typically will ask either us or yourself to open a case in the event of a missing or late delivery, which in the most dire situations can run for a maximum of 10 working days. Most cases are resolved within 5 working days, however additional time may be required in some circumstances. During the investigation, we will update you to provide any information UPS hands us regarding the whereabouts of your order, and once concluded, we will provide the result of the case and the resolution.
Please note that we are unable to refund or re-send orders before a case has been opened and closed.
If your tracking number has not updated after 3 days please contact us at with your order number and (if applicable) tracking number, and any other information you have and believe to be relevant regarding your delivery.
The vast majority of shipments are successful without incident. However, it is an unfortunate truth that some small percentage of deliveries will fail and / or will be returned back to us. How these cases are handled depends on who is at fault for the return, or what the cause of the return is. See the sections below to find out how each scenario is handled:
In the event that we as the retailer are at fault for your delivery failing, we will provide a full refund for your items and shipping fee once your shipment is received back. We may offer to re-send your shipment, however, please note that due to automated systems in place to ensure efficiency, consistency and reliability of our services, this may not always be possible. Depending on circumstances, we may offer to reimburse or re-ship the items before the return shipment is received, though this will be at our discretion.
International customers please note; fees charged by the courier or other third parties, such as customs or local authorities, are handled externally to us. Because of this, we are unable to refund these fees and you may need to contact any third party to arrange a refund of any fees you incurred which we did not charge ourselves. If you or the third party requires any information from us, such as written proof that we are issuing a refund for the goods, please let us know and we will happily assist as best we can.
In the event that the courier is at fault for your delivery failing, we will provide a full refund for your items and shipping fee once your shipment is received back. We may offer to re-send your shipment, however, please note that due to automated systems in place to ensure efficiency, consistency and reliability of our services, this may not always be possible. For courier errors, we are unable to arrange a reshipment or refund of the items until the return is received back, as couriers will, on occasion, re-label erroneous shipments and re-route them back to their intended destination (your shipping address).
International customers please note; fees charged by the courier or other third parties, such as customs or local authorities, are handled externally to us. Because of this, we are unable to refund these fees and you may need to contact any third party to arrange a refund of any fees you incurred which we did not charge ourselves. If you or the third party requires any information from us, such as written proof that we are issuing a refund for the goods, please let us know and we will happily assist as best we can.
In the event that we’ve been provided with incomplete or incorrect shipping information, we can only offer a refund of the items (and not the original shipping fee), minus any return shipping costs back to us. This includes any import fees, freight charges, or any other costs which we may incur to retrieve the goods. In the event that these fees exceed the cost value of the items, the goods may be abandoned with the courier and no refund will be available. Any refund due will be issued only once the items are received back at our warehouse. We are unable to issue refunds for shipments which are abandoned or otherwise are not returned to our warehouse where incorrect or incomplete shipping information has been provided.
Because of this, we strongly recommend that you thoroughly check your shipping address and details prior to completing checkout, including any pre-filled or auto-completed information stored by us or in your browser or device. Additionally, you should thoroughly check the address details in your order confirmation and, if you spot an error or missing information, notify us of that error immediately.
If you recognise that you have made an error with any shipping information that you have provided to us, we strongly recommend trying to amend the address or provide the additional information with us (if your shipment is yet to be despatched) or the courier (if you’ve already received a dispatch confirmation) immediately, to minimise the risk that the shipment will be returned or abandoned.
We additionally recommend arranging deliveries to addresses where you or a suitable trusted recipient are likely to be present at the estimated time of delivery, and as best as possible, ensuring that you are present when the delivery is due. This is in the interest of ensuring delivery succeeds on the first attempt. However, we do understand that this is not always possible. In the event that your shipment is undelivered on the first attempt, please ensure that you retrieve the shipment from the courier using the services they offer – this may mean collecting from a depot, pickup point, neighbour, safe space, or rearranging delivery for a different time and/or address. If the shipment is abandoned or returned to us because you did not retrieve it from the courier in time after a delivery attempt is made, the above refund terms in this section still apply.
On the face of it, this may seem like a silly question. However, it’s important to understand the various situations in which we consider a shipment to be delivered as this might affect a query or our approach to an issue depending on the circumstances.
We consider a shipment to be delivered from the point it is received at the shipping address you provided. That’s the obvious one. However, we also consider a shipment to be delivered if;
We do not consider items delivered to the incorrect address (defined as an address not utilised by couriers as suitable collection points, which was also not the address labelled on the shipment, or an amended address provided to the courier by yourself or us) as delivered.
“Porch theft” is the act of taking someone else’s property (theft), specifically the theft of deliveries / parcels which are left on your property by a courier in a “Safe space” or as part of a “Safe space delivery”. “Safe space delivery” in this case is any service or delivery carried out by a courier in which the items are left on or around your property due to the courier not being able to deliver to a resident of the property itself. “Safe space delivery” includes deliveries to your neighbours or, for example, a reception area. The list of possible “safe spaces” is extensive, so note that not all areas considered “Safe spaces” for this purpose are listed above.
Often, couriers such as DPD, UPS and Royal Mail will, by default, deliver a parcel to a safe space on or near your property if they are unable to deliver to a resident of the property – for example, if you are not present at the time of delivery.
If this is a concern to you, we recommend the following actions to minimise the risk of your shipment being delivered to a safe space:
As we do not have control over safe space deliveries, your parcel is still considered delivered if a courier delivers it to a safe space. Therefore, as part of our terms and conditions, we unfortunately will accept no liability in cases of “porch theft” or similar theft of your shipment, however, we are happy to raise a claim with your chosen courier for you if possible. We cannot guarantee that the courier will accept liability in these cases. If that is the case;
Our website pricing is setup to dynamically display the correct price depending on your location.
VAT – For UK customers, pricing should show inclusive of VAT – in other words, UK customers are able to see the total price inclusive of any fees that they should expect to pay, and should not expect further fees unless, for example, they request a change to their shipment with us or the courier after checkout has been completed.
VAT – For international customers, pricing is shown exclusive of VAT, as VAT is not charged at the point of sale and is instead charged by customs or your relevant local authority. Due to the vast variation of import fees, VAT rules, and other fees between each destination country or location, we are unfortunately unable to advise the exact cost of these fees prior to their being charged to you. These fees are handled entirely externally to our company and thus we unfortunately do not have any control over them, their processes, or any associated processing time.
There are restrictions on some products (like batteries), and some products are export controlled and cannot ship to certain destinations by law.
Orders are mostly sent in discrete packaging, however some larger items are sent in cartons that may reveal their contents. If this is a concern of yours, please let us know before you place an order so we can make some arrangements for you.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping option you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
More information can be found here