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. Most countries are served directly; where a carrier cannot reach an address we cancel and refund rather than hold the order open.
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. As a rule of thumb, expect the parcel within a week; remote regions take longer, which is normal rather than a sign that it is stuck.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. We declare parcels at their paid value, because under-declaring is fraud and puts your delivery at risk.
Report a missing or damaged parcel within two weeks of the expected date and we will deal with the carrier directly. We open a carrier enquiry on your behalf, and a parcel confirmed lost is replaced or refunded in full at our cost.
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.
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.
Orders leave in plain, recyclable packaging with no invoice or price inside beyond what customs requires. 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. If you need the parcel to arrive without branding on the outside, or with a gift note instead of a receipt, write to us after ordering and we will pack it accordingly whenever the order has not yet been picked.
Tracking is emailed when the label is printed rather than when the order is placed, so the first scan may take a few hours to appear. 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.
Deliveries refused on arrival, or left uncollected past the carrier's holding period, come back to our warehouse. 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.