Dispatch & Delivery Information
We dispatch orders Monday to Friday, excluding weekends, bank holidays and any other holiday as outlined above.
Our dispatch times are outlined below for your convenience.
Please Note: In stock items purchased with a pre-order / made-to-order item 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 of a delivery aim and not a guaranteed delivery timescale (excluding Special Delivery / Saturday guaranteed) so should be treated as "estimated only". If there are any postal delays or staff shortages at your local delivery office, they can take longer to deliver. If your order is urgent, we would strongly recommend you select the Special Delivery / Saturday Guaranteed at checkout.
* 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, see under 'International Customs' below).
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 either leave with a neighbour if available or 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 from the expected delivery due date, 30 days for EU and 35 days for the ROW.
We are based in the UK so orders we send internationally including EU will be subject to customs processing in your own country. If applicable, you (the customer / recipient) will be liable for any customs charges (duty / local vat / clearance fee) that may be imposed by your own country’s revenue office, which will be calculated as a percentage based on the total value of your goods + delivery charge.
Customs charges (duty / local vat / clearance fee) are not included in the delivery fee you pay on our website (delivery fees and customs charges are separate costs).
How does it work?
We will complete all customs documentation for your parcel and once dispatched, full tracking details will be sent to you in your dispatch email so you can monitor your parcel via the postal services.
1.) When your parcel arrives in your own country, your postal service / courier will scan the parcel in and update the tracking subject to customs processing (your postal service / courier will normally collect any customs charges on behalf of your own country's revenue office).
2.) They will send you a customs card via post to the delivery address on your parcel (they may also send you an email / text message if this is a service they provide). Once you have received the card, you pay using your customs reference number stated on the card via the chosen method. If you have not received your card or text message within 5 working days from when your tracking states it has been sent, we would advise you contact your postal service via telephone to retrieve your unique customs reference number (please note we are not sent any customs information by your postal service).
3.) Your postal service / courier will only release the parcel once charges due are paid so please bear in mind that 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. Therefore, please ensure you allow plenty of time for your order to arrive in addition to the estimated delivery timescale.
4.) If you refuse to pay the charges that you are liable for or do not pay your charges on time, your customs revenue office will return the parcel back to us and you will be refunded for the returned goods only.
Please note we are receiving an increase in enquiries asking how much you will pay in customs. There are various customs levels, thresholds & local VAT rates and we are unable to advise on each country's customs policies so please contact your own country's revenue office or postal service if you require further information prior to ordering, either directly or via their website - for customer's in Republic of Ireland, you can find further information here: https://www.anpost.com/customs
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