Delivery Policy

Quick read (the 60-second version)

Shipping options, prices and delivery estimates are shown at checkout after you enter your address (you can preview without paying).

We typically dispatch within 3 working days, with a maximum of 10 days during peak season.

After dispatch, you’ll receive a shipping email with tracking (where available).

International orders:

If you selected a shipping option with taxes excluded, you will receive a notice from your postal service or courier to pay import taxes before delivery.

Please monitor tracking and respond quickly to any carrier requests.

If you selected “taxes/tarrifs included”, no additional charges apply. It should be smooth delivery with no issues but pelase also keep an eye on the parcel journey.

1) Dispatch (processing time)

We prepare and dispatch orders as quickly as possible. Your order will show PROCESSING while we pick, pack, test, and prepare it.

• Typical dispatch time: 3 working days
• Maximum dispatch time: 10 days from order date during peak season (7 days standard), unless a different timeframe is clearly stated at checkout or on the product page

Once shipped, you’ll receive a confirmation email with tracking details (where available).

2) Delivery times (what to expect)

Delivery timeframes shown at checkout (e.g., “2-4 days”, “1-2 days”) represent typical carrier performance and are estimates only.

Your agreed delivery deadline varies by destination:

• UK and Europe: 30 days from order date
• Rest of World (Africa, Asia, Americas, Oceania): 60 days from order date

These deadlines account for dispatch time (up to 10 days in peak season), international transit, and typical customs processing.

UK consumer law

If we cannot deliver within the agreed deadline, you have the right to cancel and receive a full refund, or request a resend.

Delays can occur due to peak season, customs backlog, transport capacity, or local delivery conditions.

3) Tracking (how it works)

We provide tracked services whenever the carrier supports it, and send tracking details by email after dispatch.

Important realities about tracking:

• Tracking may not update daily, especially during international transit and customs stages
• Some hubs show “stuck” scans while the parcel waits for onward transport
• Royal Mail / Standard Tracked (international): It’s normal for parcels to pause at major export hubs (e.g., Langley HWDC) while they queue for transport and customs handling. Tracking can appear quiet during these stages even when the parcel is moving through the system.

4) Your delivery address (very important)

Please double-check your delivery address before placing your order.

• We ship strictly to the address provided at checkout
• Once dispatched, we usually cannot change the address or redirect the parcel
• PO Boxes and military bases (APO/FPO/DPO): We cannot deliver to these addresses. Orders shipped to restricted addresses will be handled under “Returned to Sender” (see section 14).

PayPal users

Payment via PayPal does not override your checkout address. We will ship to the address you entered at checkout, not your PayPal address.

5) Peak periods (Christmas, Easter, bank holidays)

During peak periods, dispatch and transit times may be longer than usual.

• We cannot guarantee delivery before Christmas for Standard Mail services
• For time-sensitive orders, select DHL (where available) and order early

6) Shipping upgrades

We may upgrade your selected shipping service at no extra cost if it allows faster or safer delivery. This does not affect your statutory rights.

International shipping: customs, taxes & what to expect

7) Currency and import charges

We ship from the United Kingdom. All prices are shown and charged in GBP (British Pounds). Your bank or payment provider will convert GBP to your local currency, so the amount shown on your bank statement may differ due to exchange rates and conversion fees.

For deliveries outside the UK:

Orders may be subject to import VAT, customs duties, and local handling fees, unless your checkout option explicitly states “taxes and duties included” (DDP).

8) Customs clearance: your responsibility

For international deliveries, you are responsible for:

• Monitoring tracking after dispatch
• Responding promptly to customs or carrier requests (payments, documents, ID verification)
• Paying any required import VAT, duties, or handling fees to release the parcel for delivery

Customs clearance times vary by country and are outside our control.

9) Who to contact when action is needed

If tracking shows the parcel is in your country and customs or the local carrier requests payment or documents:

• Contact your local customs office or carrier first (they control the release)

If tracking shows the parcel has not reached your country yet, or there is no meaningful movement for an extended period:

• Contact us and we’ll investigate with the carrier

10) Forwarding services and intermediary addresses

If you ship to a forwarding service, hotel, proxy address, shared building reception, or any intermediary address, you accept full responsibility for:

• Missed delivery notifications
• Customs issues or delays
• Parcel refusal or return

We do not manage or support forwarding arrangements.

Delays, loss & delivered parcels

11) Delays

If tracking shows no meaningful progress for an extended period, contact us. We will help you investigate with the carrier.

Common causes of delays include customs backlog, peak season, transport capacity limitations, or local delivery issues.

12) When to contact us (and when a parcel is considered “lost”)

If your parcel hasn’t been delivered, please contact us within these timeframes:

• Europe: 20 working days after the expected delivery window
• Rest of world: 25 working days after the expected delivery window

Many parcels still arrive within these ranges, especially during peak season or customs processing.

When is a parcel considered “lost”?

A parcel is considered lost only after it’s confirmed through the carrier’s official claim process (or meets the carrier’s “lost” criteria for that service and destination). Investigations can take up to 90 calendar days depending on route and service.

Once loss is confirmed, we will offer a replacement or full refund.

13) “Delivered” status and safe place deliveries

If tracking confirms delivery to your address, the shipment is considered delivered.

If you instruct the carrier to leave the parcel in a safe place or accept “leave at door” delivery, the delivery is considered complete once it’s left as instructed.

Returned to sender (RTS)

14) If a parcel is returned to us

Parcels may be returned to us due to:

• Incorrect or incomplete address provided at checkout
• Refusal of delivery
• Failure to collect from a pickup point after delivery attempts
• Failure to pay import charges or complete customs clearance
• Delivery to a restricted address (PO Box or military base)

We will email you as soon as the parcel arrives back and help you choose the next step: re-ship or refund (where applicable).

15) Refunds for returned parcels

If a refund is due, we may deduct actual costs incurred, which can include:

• Original outbound shipping cost
• Carrier return shipping cost (if charged to us)
• Any import taxes, fees, or handling charges we were billed due to the return

If you would like us to re-ship the order, you will need to cover the re-shipment cost.

16) Your statutory rights

Nothing in this Delivery & Tracking Policy affects your statutory rights under UK consumer law.

Last updated: January 2025