Shipping, Returns & Refunds

Do you offer international shipping?

Yes, we ship to many international destinations. If your country is not available at checkout, please contact us and we will be happy to provide a shipping quotation where possible.

Taxes and Duties

  • International orders are generally shipped on a Delivered at Place (DAP) basis. This means local taxes, import duties, customs charges and handling fees are not included in the purchase price and may be payable by the recipient before delivery.
  • For selected destinations, including the USA where available, we may offer Delivery Duty Paid (DDP) shipping.
  • If a DAP shipment is refused due to unpaid customs charges, any refund issued may be reduced by non-recoverable shipping costs, return shipping charges, customs fees, duties and other charges incurred by us as a result of the refusal.
  • Nothing in this policy affects any statutory consumer rights that may apply in your country of residence.

Delivery Terms

  • Orders are shipped to the delivery address provided during checkout. Please ensure all delivery details are correct before placing your order.
  • Once an order has been processed, we may not be able to amend delivery details.
  • You will receive email updates regarding your order and tracking information where available.
  • We are not responsible for delivery issues resulting from incorrect or incomplete delivery information supplied by the customer.
  • If tracking indicates that your parcel has been delivered but you have not received it, please contact us as soon as possible. Claims should be reported within 21 days of the delivery notification to allow us to investigate effectively with the carrier.


How do I redeem my gift card/discount?

  • Some promotional discounts are automatically applied at checkout, just make sure to meet the discount criteria (e.g minimum order value) 

If you have a gift card or discount code

  • Prepare your order and go to checkout.
  • Your gift card will have a code in the format XXXX-XXXX-XXXX-XXXX
  • Copy your code into the discount code or gift card field at the bottom of the checkout page.
  • Once your discount code has been accepted you can see how much you've saved!

When will you dispatch my order?

  • We dispatch 99% of orders the same day when placed before 12:00 GMT 
  • Larger items/orders may be subject to an extra days processing & packing. 
  • You will receive a confirmation email from us as soon as we have your order booked for dispatch with tracking details where relevant.

How do I track my parcel?

  • Open your dispatch confirmation email.
  • Look for text in the format

    Hi *NAME*, the status of your order has just been updated to DISPATCHED. 


    *Company Name* tracking: XXXXXXXXXXX

  • Click on the tracking number for tracking updates

    When can I expect my order to arrive?


    United Kingdom
    • UK Standard Delivery: 3-7 working days.
    • UK First Class Delivery: 2-4 working days.
    • UK Special Delivery / Next Day Courier: 1-2 working days.   

      (Please be aware that post collections are Monday-Friday ONLY)

    International

    • EU DHL: 2-7 working days
    • EU Standard Delivery: Up to 1-3 weeks
    • USA DHL: 2-5 Working Days
    • USA Standard Delivery: 2-4 weeks
    • Australia & New Zealand DHL: 7-10 working days
    • Australia & New Zealand Standard Delivery: 3-4 weeks
    • Worldwide DHL: 2-10 working days
    • Worldwide Standard Delivery: Up to 6 weeks depending on location

    Delivery Terms

    Orders are shipped to the delivery address provided during checkout. Please ensure all delivery details are correct before placing your order.

    Once an order has been processed, we may not be able to amend delivery details.

    You will receive email updates regarding your order and tracking information where available.

    We are not responsible for delivery issues resulting from incorrect or incomplete delivery information supplied by the customer.

    If tracking indicates that your parcel has been delivered but you have not received it, please contact us as soon as possible. Claims should be reported within 21 days of the delivery notification to allow us to investigate effectively with the carrier.

    Can I change or cancel my order?

    Please contact us as soon as possible if you would like to change or cancel your order. We will do our best to accommodate your request before your order has been processed for dispatch.

    Once an order has been processed, we may be unable to amend or cancel it before shipment.

    If you are an EU consumer, your statutory right of withdrawal may still apply after delivery. Please see Returns & Right of Withdrawal below for details.

    Returns and Right of Withdrawal

    If there is a problem with your order, please contact us and we will work with you to find a suitable resolution.

    EU Consumer Right of Withdrawal

    If you are an EU consumer purchasing goods online, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to any applicable legal exceptions.

    You may exercise your right of withdrawal by:

    • Using our online withdrawal request process (including the withdrawal button); or
    • Contacting our customer service team with a clear statement that you wish to withdraw from the contract.

    After notifying us of your withdrawal, you must return the goods within 14 days.

    Customers should take reasonable care of the goods while they are in their possession. We reserve the right to make deductions from any refund where the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and functioning.

    Refunds

    Once we receive the returned goods, or evidence that they have been returned, we will process any refund due within 14 days.

    Refunds will be made using the same payment method used for the original transaction.

    Unless the return is due to our error, a faulty item, or where required by law, the customer is responsible for return shipping costs.

    Exclusions

    The right of withdrawal may not apply to certain goods where an exception is permitted by law, including personalised or custom-made products, sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, and other categories specified by applicable consumer legislation.