Dispatch & Delivery Information
We dispatch orders Monday to Friday, excluding weekends and bank holidays.
Our dispatch times are outlined below for your convenience.
Please Note: In stock items purchased with a pre-order will always be put aside for you until all items are in stock and ready for dispatch. If you require a pre-order to be sent separately, please ensure you place a separate order for this.
Delivery Options & Timescales
* Timescales quoted above are after the date of dispatch, not after the date of ordering (please refer to our dispatch timescales above). We rely on Royal Mail and the couriers to deliver your parcel, which means unfortunately we can't offer a guaranteed delivery date unless you select a guaranteed delivery service. Therefore, these timescales (excluding guaranteed delivery) provided by Royal Mail and the couriers are to be treated as estimated only.
* Timescales quoted above are after the date of dispatch, not after the date of ordering (please refer to our dispatch timescales above). Timescales quoted above are of a delivery aim and not a guaranteed delivery service so should be treated as estimated only (please allow additional time for customs processing if any, see below).
Customer Notice for Customers in the Republic of Ireland - The main postal service in the Republic of Ireland (An Post) are experiencing issues with their electronic custom data importation systems which is causing very long delays. This is an ongoing widespread issue with An Post so at present, we regret we are unable to send orders directly to S.Ireland, until we have been informed this has been resolved and normal service has resumed. An alternative option would be to register for an AddressPal UK address. We apologise for any inconvenience.
Once we have dispatched an order, your parcel enters the postal service network via the delivery method you select. For tracked deliveries, you will be provided with your tracking in your dispatch email so you can track your parcel. In the event you are not in at the time of delivery, your post worker / courier should leave you a calling card and return your parcel back to your local delivery office. Further instructions will be provided on your calling card. Please note that if a parcel is not collected / rescheduled within the timescale your calling card states, the parcel will be returned back to us.
If your order has not been delivered after the estimated timescale as quoted above and you have allowed a reasonable amount of time beyond this in the event of any postal delays in your area, we would recommend you check your tracking if your order has been sent via a tracked delivery method. Alternatively, we would advise you contact your local delivery office as on some occasions, postal workers / couriers may of not left a card and your parcel is waiting to be collected / rescheduled at your delivery office. If after checking the tracking and/or with your local delivery office, please then contact us where we will be happy to advise or look into this further. A UK parcel is only classed as lost after 15 working days, 30 days for EU and 35 days for the ROW.
Orders we send internationally (outside of the UK) may be subject to customs handling in your own country. If applicable, you (the customer / recipient) will be liable for any customs charges and/or import VAT (duty / taxes / clearance fee) that may be imposed by your own country’s government, which will be calculated as a percentage based on the total value of your goods + delivery charge. Your customs charges and/or import VAT are not included in the delivery fee you pay on our website (delivery fees and customs charges/import VAT are separate costs).
If applicable, your postal service / courier will collect any customs charges and/or import VAT on behalf of your own country's government. They will contact you via post if any charges are due before delivering. They will only release the parcel once any charges due are paid. Therefore, delivery timescales as stated above do not include customs clearance timescales so we will not be held responsible for any delays encountered if your parcel is held awaiting clearance. If you refuse to pay the charges that you are liable for, your customs office will return the parcel back to us and you will be refunded for the returned goods only.
If no customs charges and/or import VAT are due, your order will be delivered as normal.
New EU Customs Regulations
From 1st January 2021, orders we send to an EU country may be subject to customs handling. If customs charges (duty / taxes / clearance fee) are due, they are applied and made payable by you in the destination country (we do not apply these charges to your online shopping basket). There are levels and thresholds before you are liable for customs charges but as these vary from country to country, we are unable to advise on what these may be.
In addition, from 1st July 2021, orders we send to an EU country may be subject to import VAT regardless of the value of your order. If due, the charge will be applied and made payable by you in the destination country (we do not apply these charges to your online shopping basket). The import VAT rates vary from country to country so we are unable to advise on what these may be.
Please contact your own country's revenue office or postal service if you require further information, either directly or via their website - for customer's in Republic of Ireland, you can find further information here: https://www.anpost.com/customs
Outside of the EU (rest of the world) Customs Regulations
All customs regulations for order's we send to the rest of the world (including USA, Canada & Australia) remain unchanged and so charges if applicable are made payable in the destination country as normal. Some countries are exempt from charges depending on the trade agreement they have with the UK. Please contact your own country's customs revenue office or postal service if you require further information, either directly or via their website.
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