Delivery & Returns
Delivery expectations are advised during the checkout process.
Our delivery service uses DPD which carries a 1-day delivery estimate from despatch.
Orders under 2kg in weight will be offered an economy Royal Mail 2nd Class service. This is untracked and carries a delivery estimate of 3-5 working days from despatch.
Delivery options differ according to order weight. Reduced rate shipping options available for orders over £50.
Our standard delivery service uses a combination of couriers - which one is selected for your shipment will depend on the order weight and destination. This service carries a 2-9 day delivery estimate from despatch. Actual delivery times vary according to your location.
Use our delivery price estimation tool in your basket area to check delivery costs for your location.
Missing or Delayed Items
21 working days days must pass from the shipping date, before claims for missing items can be investigated.
If you have an item, or items, that you are currently waiting for, and the required number of days have passed, then please send us an email at firstname.lastname@example.org
This timescale applies to both domestic (UK) and International shipments.
If a delivery attempt is missed, and your parcel is not arranged for redelivery or collected from the depot, and is returned to us - we can offer a further redelivery attempt free-of-charge and resend your parcel out for you.
If this redelivery is missed, and the parcel is returned to us once more, then we unfortunately cannot re-attempt delivery and a refund will be issued, less 2x delivery charges (your original delivery fee will not be refunded, and an additional delivery fee will be deducted from your refund for your items). Unfortunately, this is necessary since we incur delivery costs, even on failed attempts.
All customers are eligible to the statutory ‘cooling-off’ period for online sales. This means, if you decide you no longer want the item(s) you ordered, for whatever reason, and provided they remain unopened and undamaged, you can return your item(s) to us within 7 days of the item(s) arriving with you, for a full refund.
We also go beyond this statutory requirement and offer a 30-day moneyback guarantee if you are unsatisfied in any way with our products.
To be eligible for our 30-day moneyback guarantee, your item(s) must remain unopened, and you must return the item(s) to us (postage to be paid by the buyer).
Postage charges are non-refundable and a 25% restocking fee is applied in respect of the value of the returned goods - this will be deducted from your refund.
Where the postage charge has been offered at a subsidised rate (on orders above £30), this will be deducted from any refund at our actual cost value - which is currently £6.99 per parcel.
Before returning an item, you must first contact us to request a returns form at email@example.com
If a return is attempted without first completing a returns form and receiving an authorisation code, you will be denied a refund.
Damages must be reported within 48 hours of the receipt of your delivery. Your report must include information regarding how many items have been damaged, the nature of the damage incurred, and images of the outer packaging, the items that have incurred the damage, and the shipping label. Without all necessary information and images, a claim will not be able to be processed.
The above applies to both Domestic (UK) and International deliveries.
Damages incurred to goods will only be compensated if a claim can be substantiated with the courier. This means items such as glass, and items sensitive to damage incurred by varying temperatures, will not be compensated for. If there is any doubt as to whether your items will be covered against damages, please contact us before placing your order.