Frequently Asked Questions
Where do you ship to?
We ship worldwide with the current (temporary) exception of the EU. Please note if you do place an order from an EU country on this site (by using a VPN for example) then you will be responsible for paying import taxes and duties directly to your customs before you can receive your parcel.
What Service do you use?
We use Royal Mail services both at home and internationally and your parcel will fall into one of the following categories:
- UK Tracked 48 hour
- UK 1st class or 2nd Class sometimes depending on order
- Mainly International Tracked
- International Signed (where tracking is not available)
How long does shipping take?
The delivery time depends on which of the categories you choose.
We try to dispatch orders within 1 working day of ordering. Most UK orders will be sent out Royal Mail Tracked 48 hour. Royal Mail Aims to deliver in two to three working days with Email and SMS notifications. Please enter these on your order if you wish to have these notifications.
Please note that orders are processed in the morning and if we have not received an order by 8AM, it may be processed and dispatched the following day.
International parcel delivery times can vary quite substantially depending on retrictions in place at the destination country. We try to send all international parcels Tracked so at any time you can see the progress of your order. Usually parcels leave the UK in a couple of days.
It is obvious but worth stating that if you give us an incomplete address or wrong address, you will not receive your parcel, so this is critical. It is not our responsibility to get the item to you if you have not provided a correct and accurate address..
What happens if my order hasn't arrived?
If you're in the UK and your order hasn't arrived within 1 week, please send us an email bringing this to our attention and we will do our best to solve the issue. Please do not leave it longer than 1 week, as it will become difficult to resolve.
We use tracking on most orders, and if we discover that Royal Mail have attempted delivery and failed, then the parcel will be held at your local sorting office. This is then out of our hands and it is your responsibility to collect or arrange re-delivery.
Similarly, if the goods are lost by Royal Mail, you will need to open a claim against them, but keep in touch with us so that we can help to resolve this.
For outside the UK, circumstances can vary and parcels can take a little longer or be held up in your local customs, so please contact us within 4-8 weeks if your parcel hasn't arrived. Note that often your local post may have tried to deliver and are holding your parcel for you. Please check the tracking number that will have been supplied to you to keep abreast of where your parcel is.
How do you price shipping?
Our prices are based upon Royal Mail published rates. The rates are weight and size dependant.
What if I receive my item and there is a problem?
Please contact firstname.lastname@example.org straight away and we can resolve it as soon as possible.If an item is out of stock, how long until it will be back in stock?
If you cannot see an item you like, or something has run out of stock, feel free to put in a request on the contact form and we'll let you know if and when they're being restocked. Alternatively, keep an eye on our social media pages as that's where we post all the updates on all products, including restocks. These social links can be found at the bottom of the page.