Delivery Policy

General delivery terms and conditions

1. Delivery costs and times can be checked during online checkout
   1. Simply add products to basket and proceed to checkout, fill the address form and you will be given shipping options with prices as well as estimated delivery time.
   2. You do not need to place an order at this stage and you will not be charged any money.
2. For more information visit our carriers information page
3. There are additional rules for delivery while we are on holiday.
4. Unfortunately, we cannot guarantee delivery before Christmas for orders shipped via Standard Mail. For assured delivery, we recommend using DHL services and placing your order no later than December 14th.
5. We ship from United Kingdom, our prices are displayed in British Pound Sterling (GBP) and this is the currency you will be charched upon purchase.
6. Providing correct address: we understand that occasionally errors may occur when customers provide incorrect or incomplete delivery addresses. Please be aware that once an order has been dispatched, we are unable to redirect parcels or make amendments to the delivery address. It is the responsibility of the customer to ensure that accurate and complete address information is provided during the order placement. Unfortunately, we are unable to compensate for any errors made by customers in this regard. If a customer wishes to have their goods delivered to the correct address, they will be required to cover the delivery fees for the re-shipment of the order. We highly recommend reviewing your delivery address carefully before finalizing your purchase to ensure a smooth and timely delivery process.
7. We aim to dispatch your order as soon as we can, we state the actual processing time in our status update bar at the top of this page.
8. Your order status will say PROCESSING, but this means we are working on your order and it will be shipped no later than 7 days from your order date.
9. When the parcel is shipped, you will receive an email with shipping confirmation and tracking number. Unfortunately, we are unable to provide an exact or estimated delivery date. Thank you for your understanding and patience!
10. We ship Worldwide – if you can’t find delivery service during checkout, please report back to us to sort this out!
11. We send parcels to the address provided from PayPal, so make sure you choose the correct one as your delivery address.
12. We do not deliver to PO Boxes or military bases, if the parcel is returned to us due to this issue we will refund you only the product value, but the postage costs minus any other costs we may incur (import taxes or charges) will be deducted so please bear this in mind and please ensure you put your home address in your order.
13. We do not take any responsibility if the parcel is returned to us due to incorrect address provided during the checkout or you have not managed to collect it by self from your local pick up after the delivery attempt failed. We will refund the product costs only, minus the payment processing fee (around 6%), administration fee: 5 GBP, minus any other costs we may incur (import taxes or charges).
14. We do not take any responsibility if you have not monitored your email, or your email provided with the order was incorrect, leading the parcel to be returned to us. We will refund the product costs only, minus a payment processing fee (around 6%), administration fee: 5 GBP, minus any other costs we may incur (import taxes or charges).
15. We provide fully tracked services and always send tracking information to your email to allow you to track the parcel progress. If we get your parcel back for no reason, we will investigate to make sure who was responsible for the issue, then we will refund according to the outcome.
16. We reserve the right to upgrade your selected shipping service if we will see an opportunity to send it faster and safer with other carriers.
17. Pandemic circumstances note: you, as a Customer are responsible for checking if you can receive parcels at your desired delivery address. If the parcel is returned to us because you failed to investigate if parcels can be delivered to your place, we will refund the product costs only, minus administration fee: 5 GBP, minus any other costs we may incur (import taxes or charges).

International Customers – Shipping, Import Taxes & Responsibility

1. Pricing & Taxes
1.1. All prices displayed on our website are exclusive of import taxes, duties, VAT, and local handling fees for customers outside the United Kingdom.

1.2. Since 1 January 2021, the United Kingdom is no longer part of the European Union. As a result, international shipments may be subject to customs clearance and import charges in the destination country.

2. Customer Responsibility for Import Process
2.1. The customer is fully responsible for checking and understanding the import regulations of the destination country.

2.2. This includes, but is not limited to:

• import VAT,

• customs duties,

• disbursement or handling fees,

• any other charges imposed by local authorities or carriers.

3. Tracking & Customs Communication
3.1. The customer is responsible for actively monitoring the shipment tracking provided after dispatch.

3.2. The customer must respond promptly to any requests from customs authorities or local postal services, including:

• payment requests,

• customs clearance actions,

• identity or documentation requests.

3.3. Failure to monitor tracking or respond to such requests may result in delivery delays or return of the parcel.

4. Third-Party / Forwarding / Intermediary Addresses
4.1. If the delivery address provided is a third-party, forwarding, intermediary, proxy, or temporary address, including but not limited to:

• parcel forwarding services,

• hotels or serviced apartments,

• agents or collection points,

• shared or managed apartment buildings,

all responsibility for customs clearance and payment of import charges rests entirely with the customer.

4.2. We assume no responsibility for:

• missed notifications,

• unpaid import charges,

• failed customs clearance,

• delivery refusal or return caused by such addresses.

4.3. We do not verify, manage, advise on, or support intermediary or forwarding shipping arrangements.

5. Delivery Address Assumptions
5.1. We ship strictly to the address provided at checkout.

5.2. By placing an order, the customer confirms that the provided address is a valid final delivery address suitable for customs clearance in that country.

5.3. We assume the shipment is intended for delivery to the country corresponding to the customer’s place of residence and do not take responsibility for indirect shipping arrangements.

6. Customs Processing Time
6.1. Customs clearance may take 5 to 20 days or longer, especially during peak periods such as Christmas or Black Friday.

6.2. Clearance speed depends solely on the destination country and its local customs authorities and is outside of our control.

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7. Refused Delivery & Returned Parcels
7.1. Any customs duties, VAT, or fees applied to the shipment are the customer’s responsibility to pay.

7.2. Refusal to pay import charges or failure to complete customs clearance will result in the parcel being returned to sender.

7.3. Return transit time may take 1 to 12 weeks, depending on the carrier and destination.

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8. Costs Deducted on Returned Shipments
8.1. If a parcel is returned due to unpaid taxes, refused delivery, or incomplete customs clearance, the following costs will be deducted from any refund (if applicable):

• £20 GBP administration fee

• £25–£60 GBP return shipping cost (depending on destination)

• original outbound shipping cost

• any additional costs incurred (including import taxes or handling fees)

8.2. Any eligible refund will be processed within 5 business days from the date we receive the returned parcel.

Delivery costs

1. Standard tracked mail service: 9.99 GBP – dlivering Worldwide
2. DHL – delivery costs and times can be checked during online checkout simply add products to the basket and proceed to checkout, fill the address form and you will be given shipping options with prices as well as estimated delivery time. You do not need to place an order at this stage and you will not be charged any money.

Delays

1. If your parcel is not delivered within 20 business days please contact us immediately. Sometimes tracking information is not very accurate hence please keep monitoring it as the parcel still have a chance to be delivered, even after 20 business days. It is very rare situation if you use DHL service.
2. Please bear in mind there could be a delay if the parcels are sent during the upcoming Christmas or Easter time or other UK Bank Holidays.
3. There maight be delay on your delivery due to unforseen circuysmtance which are beynd our control, in that case we will help you as much as we can.

Lost Parcel

1. An item being sent to Europe is only considered lost if it’s not delivered within 20 working days after the date it was due to be delivered. For an item going to the rest of the world, it’s 25 working days. Experience tells us items can still arrive within these timescales. We assume parcel as lost, when we have this confirmed with delivery service provider.
2. We cannot be held responsible for parcels stolen, misplaced, or removed after confirmed successful delivery at the customer’s address. That’s including parcels delivered and left at your front door or porch.
3. There is up to 90 (calendar) days procedure for the claim process.
4. When we have confirmed your parcel is lost, we will send replacement immediately. You do not need to worry about anything else.
5. We act quickly! We know the above situations are not nice to go through, but we can assure you, we will act the quickest way we can, to resolve any issues and have your parcel delivered.