How and when your order leaves us, how long it usually takes, and who handles duties.
We ship worldwide from our own warehouse. Most countries are served directly; where a carrier cannot reach an address we cancel and refund rather than hold the order open.
Orders placed before midday on a business day are usually picked the same day and leave within one to two business days. Orders placed at weekends or on public holidays are processed on the next business day.
Tracking goes out with the dispatch email and updates from the carrier's own scans. Every parcel gets a tracking number, sent by email when the label is generated, and the tracking link shows the latest scan rather than a fixed promise date.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. We declare parcels at their paid value, because under-declaring is fraud and puts your delivery at risk.
If tracking stalls, tell us rather than waiting it out. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
Copy the address exactly as your postal service writes it, including the apartment, unit or building number and the postcode. Addresses that arrive without a house number are the single most common cause of a parcel coming back to us.
If a carrier cannot deliver because an address is incomplete or nobody is available after the usual attempts, the parcel comes back to us. Once they are back with us we refund the item value; the shipping charge is not recoverable because the journey was made.
We pack by hand using recyclable materials: a mailer or a box, padding inside, and no price information other than the customs declaration that international parcels legally require. Items are protected rather than compressed, and anything fragile is wrapped separately.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. Where tracking stalls for five days or more, contact us and we will chase it on your behalf.
Some delays are outside anyone's control: storms, border checks, strike action or the December rush. We cannot promise a date when a carrier is delayed, but we will keep tracking the parcel, tell you what we know, and refund if it never arrives.
Deliveries refused on arrival, or left uncollected past the carrier's holding period, come back to our warehouse. We refund the item value on receipt and there is no further charge for the return leg.
Questions about this page? Write to [email protected] and we will answer within one business day.