How and when your order leaves us, how long it usually takes, and who handles duties.
Orders go out from our own stock to most countries. 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. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Typical transit is three to seven business days for most destinations and up to twelve for remote areas. Tracking is emailed at dispatch so you can follow the parcel yourself, and if tracking has not moved for five days, contact us and we will open a carrier enquiry.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. Parcels are declared at the price actually paid, because an inaccurate declaration risks the parcel as well as being unlawful.
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. A missing apartment number or a transposed digit is enough for a carrier to return the parcel, and it costs another full transit to put right.
If a carrier cannot deliver because an address is incomplete or nobody is available after the usual attempts, the parcel comes back to us. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
Orders leave in plain, recyclable packaging with no invoice or price inside beyond what customs requires. Sending a parcel as a gift, or without our name on the outside, can usually be arranged — message us straight after checkout and we will do it if the order is still on the shelf.
Tracking is emailed when the label is printed rather than when the order is placed, so the first scan may take a few hours to appear. If tracking has not moved for five days, tell us and we will open an enquiry with the carrier.
Weather, customs inspections, industrial action and peak-season volumes can add days to a journey. 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.