View our Returns Policy
The costs associated with delivery will be dependant on the service selected and the total order value you have placed. A break-down of our delivery costs and offers can be seen below:
Standard UK Shipping (3-5 business days) £2.95 - Free delivery on orders above £35!
Express UK Shipping (Order before 11am for Next Day) £6.45 - Free delivery on orders above £100!
Standard EU Shipping (5-7 business days) £14.95 - Free delivery on orders above £150!
Orders outside the EU (Rest of world)
Whilst we are still a relatively small company, we are constantly looking for ways to improve our international offering to customers beyond the EU. Currently we ask that you contact firstname.lastname@example.org for any non-EU orders and we will handle these on a case-by-case basis.
We also offer a FREE ‘Local Pick-up’ option if and when we are operating a retail store, that customers are welcome to use if they prefer. Please note that if using this option, we will likely need at least 24 hours to collect the item(s) from our warehouse facility.
All orders are dispatched from our UK warehouse address in Coventry, UK.
At the moment we primarily ship within the UK, but do offer the facility to ship to European countries and further afield if needed. International shipping is an avenue we are developing on a continual basis to ensure we can offer our items to customers abroad in the most efficient and affordable manner.
For more information on our delivery options, see 'Which company is responsible for delivery.'
UK delivery - There are two courier options:
MyHermes Standard - Takes 3-5 working days (not guaranteed)
DPD (Express) - 1-2 working days (Next day if ordered before 11am - excluding Sundays). Our express service is fully tracked and insured.
We aim to dispatch all orders that are placed before 1pm on the same weekday, as long as the item you have ordered is in stock and there are no other dispatch-related issues. If you place an order over the weekend (from 6pm Friday) the order may be dispatched on the following Monday. You will receive an email notifying you when your order has been dispatched.
Please note that during exceptionally busy periods your order may be delayed in dispatch by 2-3 days. If your order has not arrived within 5 days of ordering, please contact our support team at email@example.com.
DPD EU Standard Shipping typically takes 5-7 working days to EU locations but can take longer depending on the time of year and how far the destination is from the UK. For more information, head to DPD's tariff guide here.
International deliveryWhilst we are still a relatively small company, we are constantly looking for ways to improve our international offering to customers beyond the EU. Currently we ask that you contact firstname.lastname@example.org for any non-EU orders and we will handle these on a case-by-case basis.
We also offer a ‘Local Pick-up’ option if and when we are operating a retail store that customers are welcome to use if they prefer. Please note that if using this option, we will likely need 24 hours to collect the item(s) from our warehouse facility before you are notified to collect.
You can change the address any time before the parcel is shipped. It’s possible to request the update by sending us an email at email@example.com
All national/international and express orders carry a tracking number provided by the delegated courier service. We ask these courier services to ensure all parties involved are notified at each and every stage of delivery via email.
UK Standard (Hermes) - You can access basic tracking information for all standard deliveries using the tracking code provided by Hermes, once your order has been passed over to the couriers from our fulfilment team. Check your inbox for this information.
For more detailed, live tracking however we would always recommend using our DPD Express delivery service as this is fully tracked and insured.
If your order has not arrived within the time frame expected then we have a few steps to follow:
1) Check with any neighbours to see if that package has been delivered to them without a note.
2) Check any potential 'safe places' your item may have been left in.
If you have checked both places then please email us at firstname.lastname@example.org with your order number and we will endeavour to help wherever possible. If your item has been misplaced during transit, we will notify our couriers of their error and ensure a new package is dispatched at the first opportunity.
The courier service responsible for delivery depends on the delivery option you select and country of origin you are ordering from.
All UK standard orders are dispatched using MyHermes - contact Myhermes support here.
All UK express orders are dispatched using DPD -contact DPD support here.
All European orders are dispatched using DPD - contact DPD support here.
All Non-EU orders will be delegated on a case by case basis.
Whilst we only have control over orders up until the point it has left with our couriers, we will endeavour to support customers until they have successfully received their item(s). Should there be any issues during the delivery stage, please refer to ‘What do I do if my parcel does not arrive’ section.
Deliveries across the UK are shipped on a DDP (Delivered Duty Paid) basis - this means you will not be charged any duties when your order arrives.
For orders outside of the UK, packages may be subject to additional taxes and duties at the port of entry of various countries. Unfortunately, we have no control over these charges, and cannot advise you what the cost will be, as customs policies and import duties vary widely from country to country. We recommend you contact your local customs office for current charges before you order.