Shipping policy

Due to the outbreak of, and recovery from, the global pandemic, COVID-19, we are currently experiencing a high demand for our products and are working closely with our carriers to get your products to you.  We sincerely apologise for any delay and ask that you remain patient while we do what we can to ensure timely delivery of your orders.

UK DELIVERIES

We use Royal Mail and Hermes for UK deliveries and offer two options, standard and express delivery. 

Standard Delivery

For Standard Delivery (including free postage deliveries), our aim is to prepare your order and despatch it within 2 working days (a working day is considered to be Monday to Friday and excludes public holidays), which means that you should receive your order within 2 to 5 working days from the date it was despatched. This may not always be possible depending on the volume of orders on our system, but we’ll contact you directly if that is the case.

  • If your order value is below £75, weighs less than 2kg and you have selected Standard Delivery (or free postage), your order will be despatched with Royal Mail. Orders despatched on a Royal Mail Service are not tracked and can take up to 5 working days to be delivered.
  • If your order value exceeds £75, weighs over 2kg or contains any bulky items and you have selected Standard Delivery (or free postage), your order will be despatched with Hermes. Orders despatched with Hermes are tracked and will require a signature on delivery. Once despatched, delivery will take place within 2-3 working days.

Express Delivery

For Express Delivery, orders received before 2.00pm (Monday – Thursday) will be processed and despatched on a priority basis to ensure it reaches you within 2 working days. Please make sure you are at the delivery address within these 2 working days to accept the order as a signature will be required.

Orders are processed Monday to Friday (excluding public holidays), meaning an express order placed after 2.00pm on a Thursday but before 2.00pm on a Friday, will be scheduled for delivery the following Monday (excluding public holidays).

Our express service is handled by Hermes; we aim for you to receive your order within 2 working days (Monday-Friday). Hermes will contact you by email to help you track your order once it has been despatched.  Our express delivery service does not guarantee your order for next day delivery, even if it was placed before 2.00pm (Monday – Thursday).

We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.

If you do not receive your order within 5 working days from the date of despatch, please get in touch. We would request that you contact as soon as possible and within 60 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

We will replace lost or damaged orders free of charge.

If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

Highlands and Islands orders may be subject to additional shipping charges.  If these charges are not applied at the time of placing your order, this will be discussed with you prior to your order being dispatched.

Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched. 

INTERNATIONAL DELIVERIES

We currently use two options for international deliveries: A non-tracked service with Royal Mail and a tracked service through UPS. We ship to most countries – if you’re unsure whether we ship to your country, please get in touch.

  • If the items on your order are less than 1.6kg in weight, we will send your order to you via Royal Mail on a standard non-tracked service. We ask that you allow 20 working days for orders to arrive if sent on this service, however orders are usually delivered within 10 days or less.
  • If your order is more than 1.6kg in weight then we will use a tracked service via UPS and transit time will be a maximum of 10 working days, depending on the destination. A signature will be required on receipt.

We pass on to our customers only the exact courier cost to us, which is calculated based upon  weight and the destination country.

If your order is sent with Royal Mail, your order will not be tracked. If your order is sent with UPS, you will receive a tracking email to show the progress of the order.

When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you.  We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.  If these charges are unpaid, your order may be returned to us and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations, your order may be destroyed by customs if duties and taxes are not paid.  In this instance, we cannot refund product or shipping costs for these reasons.

Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country. This may vary from country to country and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.  In certain situations your order may be destroyed by customs if you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.

Within our fees there is a Fuel Surcharge. This surcharge may vary from month to month therefore all international postage charges will change slightly month to month.

If you do not receive your order within 20 working days, please get in touch. We would request that you contact us as soon as possible and within 45 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

We will replace lost or damaged orders free of charge.

If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.

Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.

TALK TO US

If, having read this policy, you need to contact us, we’ll be happy to help you. You can click here to contact us.