Frequently Asked Questions
Got a question or a query? Check out the information below. If your question is still not answered, then please get in touch.
Delivery & Shipping
All UK orders incur a £1.50 delivery fee and are sent via Royal Mail. We offer FREE DELIVERY on orders over £15.00. International orders are sent via Royal Mail International Shipping (Untracked) unless a tracked option is chosen at checkout and will incur a £5.00 charge.
For European orders, FREE DELIVERY will be applied on orders which are £30.00 or more. For orders outside Europe, FREE DELIVERY will be applied on orders which are £50.00 or more.
Standard delivery times for UK orders is currently 3-5 working days, however due to the COVID-19 pandemic, there is a backlog at Royal Mail and orders will take slightly longer to arrive than normal.
Once the order has left our dispatch centre, we cannot be held responsible for any missing orders due to incorrect address or cases of orders being held at border control.
Due to this we would advise if you are placing an order from outside the UK to use our Tracked & Signed service. Usual delivery times for overseas orders are 5-7 working days, however due to the COVID-19 pandemic, there is a backlog at Royal Mail and orders will take slightly longer to arrive than normal.
If your order is late being delivered and you suspect that it might be lost, in the first instance please call your local Royal Mail (UK orders) or postal depot and check to see if they are holding any items for you. If you have not received your goods after 21 working days we can provide you with a full refund providing the goods are not delivered and are declared lost by Royal Mail. Alternatively, we can send out a replacement order for you.
To keep you updated, you'll receive an email when your order has been processed and when it has been dispatched. If you have chosen the tracking option at checkout you will also receive an email with your tracking details.
We do not offer tracking on UK orders, however if you are an international customer you can choose to track your order through the Tracked & Signed option at checkout.
We accept all major credit and debit cards. We also accept PayPal, Apple Pay, Google Pay and Shopify Pay. Please see our footer for a full list of accepted payment methods.
All UK orders are subject to VAT, which is included in our product price.
All non-UK orders are subject to zero-rated VAT. The buyer is responsible for all customs duties and taxes associated with their respective country. If you are in doubt, please get in touch.
Returns & Refunds
Returning an item to us is easy! Please follow the instructions below to return your item(s):
Re-pack your item(s) in its original packaging, or in a secure package.
Return your package via the Post Office, and remember to get proof of postage! Please do not post your package through the letterbox without getting proof of postage. Keep it safe in case you need to use this as evidence of your return. Please send to the following address:
- On receipt of your item, we will issue you with a replacement or a refund.
Postage for all returns (UK and International) is to be paid for by the customer and is non-refundable unless the goods are returned within the guarantee period or at our discretion.
Please provide proof of postage cost with your returned item(s).
It can take up to 14 days from the date of your return for your parcel to be delivered back to us and processed.
On receiving your return the next step for us is to send the item for inspection. Once our checks have been completed, we'll refund back to your payment method. Funds should appear on your bank statement within 7 working days (this is dependent on your card issuer).
We will make sure we keep you in the loop every step of the way and let you know as soon as your return arrives with us, and again when we have processed your refund.
In the event of any of your items being damaged upon receipt, you MUST report this to our Customer Services team within 48 hours of receiving your goods. Any damages will require photographic proof to be sent via email to email@example.com.
It is at our Customer Services team's discretion to evaluate and decide whether the goods were unlawfully damaged or damaged in transit via the courier. Our Customer Services team will then inform you as to whether we are to refund, replace or take no further action.
We only replace items if they are defective or were damaged during transit. If you need a replacement then please send your item to the address listed above.
Once we have received your return and it has been inspected, we will let you know that we have received it and whether your return has been accepted. If your return is accepted we will then process your refund to the credit or debit card or original method of payment that was used to purchase your order. Refunds can typically take between 2-3 days to process.
If you haven't received your refund after 2-3 days please check with your bank or credit card company as it may take slightly longer to process your refund. If you have done that and still haven't received your refund, please contact us at firstname.lastname@example.org.
We are always working towards minimising any issues with your order, however we know that things do happen from time to time. All our products are covered by a 12 month guarantee from your original purchase date and covers against defects and faulty goods.
The guarantee is only valid for the original owner and is non-transferable. Original proof of purchase is required.