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Shipment Policy

Delivery & Acceptance

All ‘standard’ deliveries are untracked and will be delivered by your local post office. Please note we are unable to speed up or escalate delays with your parcel.  Orders may be delivered out of the provided timescale.

All ‘tracked’ deliveries are tracked and will be delivered by your local post office courier.

All ‘priority’ deliveries are fully tracked and will be delivered by a courier (DPD for UK, DHL for rest of world). We will ensure your order is delivered within the provided timescale.

Please ensure you select the correct delivery method.

Custom Charges

When ordering products for delivery outside of the UK you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Rates vary from 17% – 27%. These charges may apply to all countries outside the UK, including the EU due to BREXIT. 

Transit Damage

Goods damaged in transit must be notified to us within 48 hours of receipt. You are advised to keep all packaging as that may be required in the event of a claim. We will require photographic evidence to escalate it with the courier. After 48hours, we are unable to create a claim for your damaged item.

Items Missing

If you have received your order but an item is missing, you have 48 hours from the date of receipt to notify us. After 48 hours of receipt of goods, we will assume that you have received your package and all is in order.

Order Not Received

You must contact us within 7 days from the advised delivery date, if you have not t received your order. Our customer service team will raise an investigation with our carrier. We will endeavour to respond to you within 7 working days with our finding (It could take 14-30 days for a claim to be investigated with the courier). Should your package arrive within the investigation period, please let us know by email.
Please note that we cannot be held responsible for items lost in the post due to an incorrect delivery address or a PO Box address being provided. You will not receive a refund.
After 30 days of the advised delivery date, we will assume that you have received your order, therefore all parcel information is removed from our system. We are unable to escalate any orders mentioned as ‘not received’ after this time. We are also unable to provide a refund.

*We are unable to create refund claims on Standard Deliveries, only Tracked and Priority.

*If there is a problem with the carrier due to a strike or unfortunate event, this policy does not apply. Please contact us for further information to see if your order has been affected by this. [email protected] 

Delivery Delays

Delivery delays on standard shipments are common depending on the destination. We advise you check your postal office website for updates on international shipments from the UK. Sometimes individual countries stop overseas shipments which is out of our control. Delays could take 3 months+ on Standard shipments.
If you have selected Tracked or Priority, please contact us for further information – [email protected]

Refused Delivery

If you refuse a shipment e.g. due to shipment import duties and taxes, the courier will return the parcel back to us. 
Refused shipments take longer to be returned back to us. Postal serveries (Standard & Tracked), takes 3 months+ on average (Depending on your location it could take longer).
Standard Delivery –  Once we receive it back, we will be able to process your refund for the cost of the product.
Tracked Delivery – Will be returned back to us and a fee may apply. We will process your refund for the cost of the product, minus any fee’s.
Priority Delivery – Will be returned back to us with a fee, including a return delivery fee. We will process your refund for the cost of the product minus these fee’s.

Order Not Received Procedure

If after 7 working days of the advised delivery date you still have not received your order, you must contact us. [email protected]
Your advised delivery date is 5 working days to allow for order processing, plus the delivery timescale you selected at checkout. 

If you have provided an incorrect delivery address or PO Box address, you are responsible for the missing parcel, therefore we will not provide a refund. You can check this on your order confirmation. 

If you provided the correct delivery address, we will investigate it with the courier and provide you with the information on our findings.
If you selected Standard delivery we would advise you wait 30 days from the date you placed your order. If the courier had difficulties delivering to your address, we will advise sending via a Priority or Tracked delivery. You will need to pay the difference to ensure it doesn’t get lost again.
If you selected Tracked delivery, we may suggest you wait a little longer depending on your destination country. If the time has passed, we will send you a replacement depending on the whereabouts of your order. 
If you ordered on a Priority delivery we will automatically send your parcel back out to you at no extra cost.