How and when your order leaves us, how long it usually takes, and who handles duties.
We ship worldwide from our own warehouse. Some remote territories take longer and a few are not served by our carriers at all; if your address cannot be served we will cancel and refund the order rather than leave it open.
Picking happens on business days and is normally finished within one to two business days of the order arriving. Orders placed at weekends or on public holidays are processed on the next business day.
Most parcels arrive within three to seven business days of dispatch; remote postcodes can take up to twelve business days. 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.
Import charges are levied by your customs authority, not by us, and the carrier collects them before handover. Parcels are declared at the price actually paid, because an inaccurate declaration risks the parcel as well as being unlawful.
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. Addresses that arrive without a house number are the single most common cause of a parcel coming back to us.
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. If tracking has not moved for five days, tell us and we will open an enquiry with the carrier.
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. 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.