How and when your order leaves us, how long it usually takes, and who handles duties.
We ship worldwide from our own warehouse. 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.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Most parcels arrive within a week of dispatch; remote postcodes can take up to twelve business days. Tracking is emailed at dispatch so you can follow the parcel yourself, and if tracking has not moved for five days, contact us and we will open a carrier enquiry.
Import charges are levied by your customs authority, not by us, and the carrier collects them before handover. We declare parcels at their paid value, because under-declaring is fraud and puts your delivery at risk.
If tracking stalls, tell us rather than waiting it out. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
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. 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. 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.
Some delays are outside anyone's control: storms, border checks, strike action or the December rush. We will not pretend to know a date we cannot know — we will tell you what the scans show and keep chasing until the parcel moves.
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.