We currently use Royal Mail to distribute our products. Delivery charges are based on the weight of your order and the delivery address that you provide when you place your order. These costs will be confirmed during the online checkout process. The indicated delivery timescale is an estimate in weekdays from the day of dispatch and is not guaranteed. If you specify a delivery address outside of the United Kingdom the payment of any local taxes or customs duties will be your responsibility.
How quickly will my order be dispatched?
We will endeavour to dispatch all orders within one working day, although at busy times of the year we may take longer. In rare cases we may not be able to dispatch some items immediately (as a result of stock levels being recorded incorrectly, or multiple orders for the last remaining stock of an item being received in quick succession). In such situations we will either delay dispatch for up to two days (if a delivery of fresh stock is imminent) or else part-ship the affected order straight away, with the unavailable item(s) to follow as soon as fresh stock is received (no additional delivery charge will be applied). Either way, we will keep you fully informed of any delay by e-mail.
How quickly should I expect to receive my order?
After we dispatch your order, Royal Mail take over. The indicated delivery timescale shown in the delivery options on this page, and also during our online checkout process, is an estimate in weekdays from the day of dispatch and is not guaranteed. Under normal circumstances you should expect to receive your order within this timescale, but in some cases it may take longer. We do proactively monitor tracked deliveries and if any delays arise we work directly with Royal Mail to resolve them as soon as possible. If you are concerned by how long it is taking to receive your order, please don't hesitate to contact us.
I haven't received my delivery - has it been lost?
If you have a reference number you can check the status of your delivery using Royal Mail's Track your item service. If you were out at the time of delivery, Royal Mail should have left a card and may have delivered the item to a neighbour.
1st Class (incl. Signed For) - 4 working days after the date of dispatch
2nd Class (incl. Signed For) - 6 working days after the date of dispatch
Special Delivery Guaranteed - 2 working days after the date of dispatch
1st Class (incl. Signed For) - 11 working days after the date of dispatch
2nd Class (incl. Signed For) - 13 working days after the date of dispatch
Special Delivery Guaranteed - 6 working days after the date of dispatch
International mail (Europe) - 25 working days after the date of dispatch
International mail (Rest of World) - 32 working days after the date of dispatch
I have received my order but items have been damaged
If you receive your order and discover any items are damaged, you should send us photographic evidence by e-mail as soon as possible (and certainly no later than five working days after the date of delivery). Upon receipt of the images we will reissue the damaged items the following day (weekdays only) and notify you by e-mail.
What happens if my order is incorrect or incomplete?
When you receive your order you should check the contents carefully against your invoice. If any items are incorrect or missing you should notify us as soon as possible (and certainly no later than five working days after the date of delivery). We will dispatch the correct or missing items the following day (weekdays only) and notify you by e-mail.
If you have any other questions or comments about the returns information provided above, please do not hesitate to contact us. The information provided above includes a rewritten extract from our formal terms and conditions.