Shipping policy

Shipping Policy

Overview

We pack and dispatch orders from the UK. Shipping costs and available services are shown at checkout.

Dispatch times

  • Order processing: Orders are typically packed and dispatched within 1–3 business days.
  • Busy periods: During launches, promotions, holidays, or when we’re at events, dispatch may take a little longer. If that happens, we’ll keep you posted.
  • Business days: Monday–Friday (excluding UK bank holidays).

UK shipping

Delivery services

We ship UK orders using Royal Mail services available at checkout.

Estimated delivery times (after dispatch)

  • Standard UK delivery: usually 2–4 business days
  • Express/Tracked options (if selected): usually 1–2 business days

Delivery times are estimates and can be affected by peak periods or local delays.

UK delivery notes

  • Please double-check your address at checkout. If an address is incomplete or incorrect, delivery may be delayed or returned.
  • If a parcel is returned to us due to an incorrect address, we can resend it once it’s back with us. Additional postage may apply.

International shipping

Delivery services

International orders are shipped using Royal Mail International services available at checkout.

Estimated delivery times (after dispatch)

Delivery times vary by country and service level. As a general guide: - Europe: usually 3–10 business days - Rest of world: usually 5–15 business days

Customs processing can add extra time.

Customs, duties & import taxes

If you’re ordering from outside the UK, your parcel may be subject to import taxes (VAT/GST), customs duties, and/or handling/clearance fees when it arrives in your country.

  • These charges are set by your local authorities and the carrier.
  • They are not included in our product prices or shipping costs.
  • Any fees due are the responsibility of the recipient and may need to be paid before the parcel is released for delivery.

We’re unable to estimate these charges in advance, and we can’t refund customs charges if you change your mind or refuse delivery.

International delivery notes

  • Customs rules vary by country. Occasionally, parcels may be delayed, held for inspection, or require additional information.
  • If a parcel is returned to us due to non-payment of customs fees or an address issue, we can resend it once it’s back with us. Additional postage may apply.

Tracking

If you choose a tracked service at checkout, tracking details will be provided once your order is dispatched.

Please note: - Tracking updates can take time to appear after dispatch. - International tracking may be limited once the parcel enters the destination country, depending on local postal services.

Address changes

If you need to change your delivery address, contact us as soon as possible. - If the order hasn’t been dispatched yet, we’ll do our best to update it. - If it’s already been dispatched, we may not be able to change it.

Missing parcels / delivery issues

If tracking shows delivered

If tracking shows your order as delivered but you can’t locate it: - Please check around your property and with neighbours/household members. - If it still can’t be found, contact us and we’ll help you with next steps.

In some cases, we may ask you to complete a short non-delivery confirmation to support an investigation.

If tracking shows delayed or not delivered

If your order hasn’t arrived within a reasonable timeframe after dispatch, contact us with your order number and we’ll help you investigate.

International deliveries can take longer due to customs and local postal networks.

Returns, refunds & undeliverable parcels

Returned-to-sender / undeliverable parcels

If a parcel is returned to us as undeliverable (for example: incorrect address, not collected, or customs fees not paid), we can: - Resend the order once it’s back with us (additional shipping costs may apply), or - Refund the order value after the parcel has been returned to us and inspected.

Refund timing (anti-fraud)

To protect against lost-parcel and refund fraud, we do not issue refunds for items in transit. Any refund for a missing/undelivered order will be processed only after one of the following: - The parcel is returned to us, or - The carrier has completed an investigation and confirmed the parcel is lost (where applicable).

Important notes

  • We can’t refund import duties/taxes/handling fees charged by your country.
  • If a parcel is returned to us due to an incorrect/incomplete address provided at checkout, original shipping costs may not be refundable.

Contact

If you have any shipping questions, message us with your order number and we’ll get back to you as soon as possible.