How and when your order leaves us, how long it usually takes, and who handles duties.
Orders go out from our own stock to most countries. A small number of destinations are outside our carriers' networks — if that applies to your address, we refund in full and tell you why instead of holding the order.
Orders placed before midday on a business day are usually picked the same day and leave within one to two business days. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Typical transit is three to seven business days for most destinations and up to twelve business days for remote areas. Tracking is emailed at dispatch so you can follow the parcel yourself, and if tracking has not moved for five days, contact us and we will open a carrier enquiry.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. We complete customs paperwork accurately at the price you paid — we will not mark a parcel as a gift to reduce a charge.
If a parcel is delayed, damaged or shows as delivered when it is not, tell us within fourteen days. We will investigate with the carrier, and where a parcel is confirmed lost we replace it or refund it in full.
Copy the address exactly as your postal service writes it, including the apartment, unit or building number and the postcode. Addresses that arrive without a house number are the single most common cause of a parcel coming back to us.
Parcels that cannot be delivered are held by the carrier for a short period and then returned. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
Orders leave in plain, recyclable packaging with no invoice or price inside beyond what customs requires. Sending a parcel as a gift, or without our name on the outside, can usually be arranged — message us straight after checkout and we will do it if the order is still on the shelf.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. If tracking has not moved for five days, tell us and we will open an enquiry with the carrier.
Some delays are outside anyone's control: storms, border checks, strike action or the December rush. We cannot promise a date when a carrier is delayed, but we will keep tracking the parcel, tell you what we know, and refund if it never arrives.
Deliveries refused on arrival, or left uncollected past the carrier's holding period, come back to our warehouse. Refunds are issued for the goods once it is back, and a refused delivery does not carry a return postage charge.
Questions about this page? Write to [email protected] and we will answer within one business day.