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. Some remote territories take longer and a few are not served by our carriers at all; if your address cannot be served we will cancel and refund the order rather than leave it open.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. Anything placed after the cut-off joins the next business day's run, and we email if a line needs to be sourced first.
Most parcels arrive within three to seven business days of dispatch; remote postcodes can take up to twelve business days. As a rule of thumb, expect the parcel within a week; remote regions take longer, which is normal rather than a sign that it is stuck.
Prices do not include import duties or local taxes, which are set by your country and collected by the carrier. 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. We open a carrier enquiry on your behalf, and a parcel confirmed lost is replaced or refunded in full at our cost.
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.
Parcels that cannot be delivered are held by the carrier for a short period and then returned. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
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.
If a parcel is refused at the door or not collected from a depot in time, it returns to us. 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.