I haven’t received my order, when will it arrive?
Depending on the delivery method chosen, you should allow 1 to 5 working days for your package to be delivered. If your order hasn’t arrived by this time, please contact us as soon as possible so we can look into this for you. For more information on shipping click here.
I live outside the UK, where do you ship to?
We ship internationally at competitive rates. To see if shipping is available in your country click here.
What couriers do you use?
We use Royal Mail, DPD and DHL depending on the method selected at checkout. UK orders marked with ‘standard shipping’ will be sent via Royal Mail and can take up to 5 working days. We use DPD for next working day shipments across the UK and DHL for international orders. For full information on shipping click here.
How do I track my order?
Tracking information will be supplied by the courier via text message on UK orders shipping with DPD. Orders with Royal Mail are sent without tracking.
International orders can be tracked upon request. For full information on shipping click here.
How long will my order take to arrive?
Please allow one working day to process all orders. This may increase during busy periods. Delivery times will vary depending on the option chosen at checkout. For full information on shipping click here.
I haven’t received a despatch/shipping notification.
Orders placed before 3pm Monday-Friday will be despatched the same day. Orders placed after this time will be despatched on the next working day (excluding Bank Holidays). Orders placed after 3pm on Friday will be processed and despatched on the next working day (Monday). If you have not received a shipping notification and believe you should have, please contact our customer support team at firstname.lastname@example.org
What should I do if my order has not arrived?
Delivery times vary, depending on the method chosen at checkout. Please allow a few extra days for your order to be delivered (especially during busy times) – our carriers will always do their best to get your order to you on time.
If your order doesn’t arrive, please let us know by emailing email@example.com within 30 days of the date which your order should have been delivered and we’ll do our best to help you.
What happens if I am not at home when my order arrives?
If your order can’t fit through the letterbox or requires a signature, then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.
Will I be charged customs and import charges?
Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods. As we don’t have control over these charges, we are unable to advise what the cost may be.