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. A small number of destinations are outside our carriers' networks — if that applies to your address, we refund in full and tell you why instead of holding the order.
Orders placed before midday on a business day are usually picked the same day and leave within one to two business days. Anything placed after the cut-off joins the next business day's run, and we email if a line needs to be sourced first.
Tracking goes out with the dispatch email and updates from the carrier's own scans. 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.
If tracking stalls, tell us rather than waiting it out. We will investigate with the carrier, and where a parcel is confirmed lost we replace it or refund it in full.
Copy the address exactly as your postal service writes it, including the apartment, unit or building number and the postcode. 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.
If a carrier cannot deliver because an address is incomplete or nobody is available after the usual attempts, the parcel comes back to us. 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. Items are protected rather than compressed, and anything fragile is wrapped separately.
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. 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.