SHIPPING POLICY

We offer a wide range of delivery options to suit your purchasing needs. Our comprehensive range of options are presented to you at the checkout, in an easy to understand way.

Most orders placed before 14:00 are shipped from our warehouse the same day (Monday to Friday, except bank holidays), subject to stock availability and security checks. Please ensure you provide a valid phone number for us to contact you should verification of your identity be required.

We understand that shipping costs are part of doing business, however, we know you want to make sure you are getting good value, so:

• We aim to make our postage and packing costs fair and easy to understand.
• Know that our shipping charges are based on the costs incurred to us - we do not profit from our delivery charges.
• All our orders are shipped via Royal Mail or DHL using tracked or signed services for your piece of mind.

If you require shipping to a worldwide destination not displayed or would like a quote for an order that exceeds 30kg total weight, please get in touch via our Contact Us page and we will be happy to quote you.

OUR DOMESTIC SERVICE OPTIONS

Royal Mail Tracked Services

Royal Mail Tracked 24 and 48

Providing a fully tracked service within the UK, with online tracking and customer and delivery notifications, this is the new normal in standard services. With the aim to deliver the next working day (Tracked 24) or within 2 working days (Tracked 48) and with 81% of online shoppers considering it essential to track their order, we are happy to offer this as a free shipping option, subject to your order value.

With a maximum weight limit of 20kg, even the bulkiest of purchases can be accommodated and with daily collections we can quickly and efficiently get your order dispatched the same day, as long as they are received by 14:00 that day, subject to our terms and conditions.

Courier Services by DHL

DHL Domestic services – Next Working Day and by 12:00

Providing a fully tracked next working day or 12:00 time definite door-to-door service within the UK mainland, this premium trusted service provides you, the customer, great piece of mind. With shipment tracking provided by text, phone and online, one-hour time slot delivery notifications sent on the morning of the delivery, “You’re next” text messages when you are the next stop on the driver’s route and live tracking updates you can be confident your purchase will arrive as you expect.

With a maximum weight limit of 30kg, even the bulkiest of purchases can be accommodated and with daily collections we can quickly and efficiently get your order dispatched the same day, as long as they are received by 14:00 that day, subject to our terms and conditions.

DHL Domestic services – Non-mainland UK

Whilst still providing a fully tracked door-to-door service, delivery times are extended depending on your location. This premium trusted service still provides you, the customer great piece of mind, coming with shipment tracking provided by text, phone and online, one-hour time slot delivery notifications sent on the morning of the delivery, “You’re next” text messages when you are the next stop on the driver’s route and live tracking updates you can be confident your purchase will arrive as you expect.

Deliveries to these areas are also subject to additional surcharges, these costs will be automatically calculated at checkout based on the delivery address.

With a maximum weight limit of 30kg, even the bulkiest of purchases can be accommodated and with daily collections we can quickly and efficiently get your order dispatched the same day, as long as they are received by 14:00 that day, subject to our terms and conditions.

Indicated below are the different delivery times, by postcode location, that are classed as standard delivery times for these services:

24 hours delivery area – remote area surcharge

48 hours delivery area – remote area surcharge

72 hours delivery area – remote area surcharge

VISITORS TO THE UK (SHIPPING TO HOTELS)

Visiting the UK and would like your order delivered to your hotel, we can accommodate this, but please check the following:

• That the hotel you are visiting accepts deliveries for hotel guests. We suggest they verify in writing so that you are covered in the event of a problem.
• Check that the hotel booking is made in your name (rather than in the name of a company or another visitor). The name of the buyer will be indicated on the shipment.

Important Note: If for any reason the hotel refuses the delivery and the item is sent back to us we reserve the right to charge for the additional shipment charges that will be incurred, any such charges will be deducted from applicable refunds to the customer

OUR INTERNATIONAL SERVICE OPTIONS

All our international shipping options require signatures on delivery, many offering full tracking to the point of delivery. Please note, non-tracked or no signature required international services will be offered, please do not request these services. No deliveries to PO boxes or Pack Stations will be accepted as signatures cannot be captured on delivery.

DELIVERY TO EUROPE - VIA ROYAL MAIL OR DHL

 We offer full European delivery options to the following locations:

All our international postal services are IOSS compatible, which facilitates the collection, declaration and payment of VAT for sellers that are making distance sales of imported goods to EU customers on goods sold and with a cart value of up to £135/€150.

This in turn makes the process easier for you, our customer, meaning you are only charged at the time of purchase, and therefore you do not face any surprise VAT fees or charges when the goods are delivered.

The IOSS program is applicable to VAT charges only, it does not apply to applicable import duty charges.

Our products (valued up to £135/€150), at this time, are free from import duties, so the price you are charged at the checkout will be the price you pay. Applicable countries to the IOSS scheme are:

For all EU destination purchases with a cart value of over £135/€150 please note that applicable importation VAT and country duty tax charges apply. Cart prices will indicate no VAT charges are payable with any purchases applicable to this policy.

For all countries not within the IOSS program your country import VAT and tax charges apply

Using Royal Mail international tracked and signature services, our standard services offer piece of mind that your purchase will arrive safe and sound. Passed on to your local national postal service, even the familiarity of your local postal delivery agent adds further piece of mind.

If you want a more dedicated international service, our DHL options provide both an Express premium service, where within a couple of days, you have your purchase to enjoy and have the security and knowledge that a DHL representative will delivery to your door.

WORLDWIDE DELIVERY - VIA ROYAL MAIL OR DHL

We offer international delivery options to the following locations:

Please note, due to local country delivery requirements, Royal Mail services are not offered to the following countries:

The only available shipping service to these countries is DHL Express and you must provide a current telephone number and email address. No deliveries to PO boxes or Pack Stations will be accepted due to delivery restrictions in these countries.

Using Royal Mail international tracked and signature services, our standard services offer piece of mind that your purchase will arrive safe and sound. Passed on to your local national postal service, even the familiarity of your local postal delivery agent adds further piece of mind.

If you want a more dedicated international service, our DHL options provide both an Express premium service, where within a couple of days, you have your purchase to enjoy and have the security and knowledge that a DHL representative will delivery to your door.

WHAT HAPPENS IF?

OUR INTERNATIONAL SERVICES

If there is a problem with your international delivery, please get in touch via our Contact Us page. Unfortunately, we have no control over the postal services, what we do have is a team who want to help put things right for you.

In the event of a delivery not arriving when expected or advised by the applicable postal service provider, please note there are some important T&C’s we need to observe, these are:

Royal Mail International Services

European destination parcels are not classed as lost until after 20 working days have passed, so we need to know, but we will be unable to provide suitable corrective actions until after this deadline has passed.

Rest of the world destination parcels are not classed as lost until after 25 working days have passed, so we need to know, but we will be unable to provide suitable corrective actions until after this deadline has passed.

DHL International Services

Any claim must be notified within 14 calendar days from either the expected or actual delivery date, with the expected or actual delivery date counting as day 1. Let us know as soon as you can, so we can work on your behalf to find the missing shipment.

In the event of a non-delivery related issue with your received purchase, please do not hesitate to get in touch via our Contact Us page and our team will be happy to assist you.

WHAT HAPPENS IF? HOW YOU CAN HELP US.

In the event of issues with your shipment, we will require certain information from you. The below guide, whilst not extensive, will give you guidance on what we will require to assist you.

What you should do when your parcel goes missing?

• Provide your order reference and delivery address details.
• Provide your DHL Airway Bill (AWB) number or Royal Mail tracking number that you would have been provided with.
• Provide details on when your shipment was expected. This can be image screenshots, emails or other postal service notifications.
• Provide any copies of associated shipment documentation and any direct communication with the postal service providers, if applicable.

What you should do if your item is damaged upon arrival?

• Take pictures of the exterior of the box if it shows any sign of compression, dents, or damages. Usually, signs of stress on the exterior corresponds to the damaged portion of the contents. Show the delivery label containing the DHL AWB or Royal Mail tracking number.
• If, as soon as you open your purchase, it is clear that the item is damaged take a photo of the interior of the box, how it was packed, and the condition of the actual contents.

Please note: If the contents of the shipment are in good condition despite the exterior packaging damages, this is considered as transit damage and is deemed as accepted in the online purchase process.