Delivery & Shipping

1. DELIVERY NOTIFICATIONS

You will receive an email at the address you have specified when your order has been despatched – this email contains the tracking number (if applicable) so you can track it online right to your door. You can also choose to have a delivery confirmation sent to your mobile phone via text message.

2. DELIVERY TIMESCALES

The delivery time scale is specified on the product page to indicate when you will receive your order. If placed before 11 am, subject to passing necessary checks, your order will be shipped the same day to be received the between 2 – 3 days (excluding Sundays and Bank Holidays). Next day delivery applies automatically for orders over 5kg, to all UK orders over £100. If the order is under £100, a next day delivery option can be selected at the checkout. Orders received just after 11am are also often despatched the same day although this is not guaranteed.

We do not currently open on bank and public holidays. Orders received on these days will be despatched the next working day with the delivery timescales as above.

In the event of a delay, We will contact you either by email or telephone to inform you of this.

2.1 INTERNATIONAL DELIVERIES

The delivery estimate on the product page does not necessarily apply for international deliveries. International shipping is calculated in the checkout. The delivery timescale is shown on the final page of the checkout. This is generally between 2 – 10 working days. Orders outside of the UK have a delivery charge and which is calculated in the checkout process after you select your country. Customs charges for delivery to countries outside the UK may also apply.

Orders over £120 will be shipped via Global Mail deliveries take 3-5 working days within Europe, and 2-10 working days for the rest of the worl

3. POSTAGE METHOD

All orders over and equal to £100 qualify for Express Delivery, which is usually Royal Mail Track 24. This means your item could be delivered the working day after dispatch.

For orders under £100, you options are Standard Delivery, which means delivery is usually within 2-3  working days of dispatch, but in rare circumstances can be take a few days.

4. DELIVERY TO BUSINESS ADDRESSES AND MULTIPLE OCCUPATION BUILDINGS

Dependant on the rules of your payment provider we offer delivery to alternate delivery addresses including business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone available during normal working hours e.g. at reception who can sign for delivery on your behalf as Royal Mail deliver to the address and not necessarily to the named person.

Please note that in a multiple occupation building, anyone in the building is allowed to sign the parcel to confirm its receipt. Royal Mail and DHL consider an item as delivered once a signature at the designated address is achieved. It is your responsibility to ensure that the recipient is at the delivery address, or to obtain the delivered parcel from the signatory.

5. SIGNATURE UPON DELIVERY, MISSED DELIVERIES AND DENIAL OF RECEIPT

Most orders shipped by us require a signature upon delivery. Due to security reasons, items delivered over the value of £100 require a signature. Parcels shipped on this basis cannot be left without signatures. If you miss the delivery person, a card will be left to give you instructions to either arrange a redelivery or to collect it from your local sorting office / delivery depot.

If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then we will inform you immediately by email as soon as we receive the item. From this point forth, you will be given a choice whether you wish us to re dispatch the item or for you to cancel the order, we reserve the right to charge delivery charges for subsequent deliveries. Please note that for items that were undelivered through fault of the consumer and a refund is requested, We reserve the right to deduct our outwardly shipping fees from the refund total.

In the case of a parcel being signed for and a delivery confirmation being available on the courier’s website, if the customer denies receiving the package, this is called a ‘Denial of Receipt’. Under these circumstances, we must contact the courier to confirm the delivery details, who will in turn contact the customer to ask for written documentation to be completed to confirm that the parcel has not been received. These circumstances must be mediated by the delivery service and we cannot take action until it has been confirmed whether or not the parcel was received by the customer.

6. INSPECTION UPON DELIVERY

When receiving your order you should inspect the packaging to ensure that it has not been tampered with in any way. If it does appear to be tampered with, you should refuse delivery.

7. LATE DELIVERIES OR DESPATCH

Although we are able to ship almost every order in the specified delivery timescale, in rare circumstances our shipping capacity can be exceeded and cause a delay. We regret that this situation can occur occasionally, and is an unfortunate situation which is naturally associated with buying online, however this only occurs in rare situations and, should this occur, your order is marked for urgent delivery the following day.

The other circumstance which may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but is unfortunately beyond our control. In these situations, We will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible.

8 COMPENSATION FOR LATE DELIVERIES

If a delivery is late, e.g. the postal service fails to deliver within the guaranteed timescale, then we will provide a refund of any delivery charges that were charged to you. If the delivery was free, then we do not provide any compensation. Compensation will not be provided to cover consequential losses, e.g. time taken off work to receive deliveries or the item is intended as a gift, and you purchase the same item from a more expensive retailer.

9. LOST DELIVERIES

We use a variety of delivery services like Royal Mail, DHL, UPS, MyHermes and other reliable couriers our deliveries chosen for reasons of reliability and convenience. Unfortunately, as with all delivery services, there are rare circumstances where parcels do not arrive in the agreed timescale or they are lost completely. Under these circumstances, we endeavour to ensure that the item is delivered to you as soon as possible by contacting the delivery service and attempting to locate your parcel and have it delivered. You may also contact the delivery service yourself with the tracking number supplied to you in your despatch email. In the case of lost items, we cannot refund orders or send out a replacement until the delivery is confirmed to be lost. This must be confirmed by the delivery service themselves, and the time periods at which items can be confirmed lost depends on the delivery service used, and are detailed as follows:

Last updated August 2024