1) Where we ship

We ship across the United Kingdom and to many international destinations. Delivery availability depends on the delivery address, product type, size, weight, carrier restrictions, local import rules and any limitations shown at checkout.

For UK orders, we aim to support delivery to mainland addresses, Highlands, Islands and other supported UK regions. Some areas may have fewer carrier options, longer delivery estimates or additional restrictions depending on the parcel size and service selected.

For international orders, available delivery options will normally be displayed at checkout after you enter your delivery address. If a delivery method is not available for your destination, the website may prevent checkout or show alternative options where available.

Delivery coverage may change

We may update available delivery destinations or carrier services from time to time. A destination being available for one order does not guarantee that the same destination or service will be available for future orders.

2) Rates & delivery times

Delivery rates are shown at checkout once you enter your delivery address and select an available shipping method. Unless a specific promotional rate, free delivery offer or alternative charge is shown at checkout, our standard shipping terms apply.

Delivery estimates are provided in business days and usually begin after dispatch, not from the moment the order is placed. Processing time, order verification, weekends, public holidays and carrier collection schedules should be considered when estimating the total time from order placement to delivery.

Estimates exclude order processing time, weekends and public holidays. Severe weather, peak periods, customs checks, strikes, security checks, incorrect address details or carrier disruptions can cause delays.

Free UK delivery threshold

UK standard delivery is free on eligible orders over £50. The qualifying order value is usually calculated after discounts and before any shipping charges, unless a promotion states otherwise. If items are removed from an order, refunded or cancelled, the order may no longer qualify for free delivery.

Delivery estimates are not guarantees

Unless expressly stated otherwise, delivery timeframes are estimates only. We work with carriers to deliver orders within the stated windows, but we cannot guarantee delivery on a specific date or time unless a guaranteed service is clearly offered and purchased at checkout.

3) Processing & cut-offs

Order processing is the time required to receive your order, complete payment and security checks, confirm stock availability, prepare the items, pack the parcel and hand it to the carrier. Processing time is separate from delivery time.

• Order processing: typically 1–2 business days prior to dispatch.
• Cut-off times: Orders placed after our daily cut-off or on weekends/holidays will be processed the next business day.
• Verification: Very occasionally, extra checks such as address, payment or fraud-prevention verification may extend processing time.
• Stock confirmation: If stock availability changes after you place an order, we may contact you with an update or alternative options.
• Business days: Business days normally mean Monday to Friday, excluding UK public holidays.

Orders placed on weekends or public holidays

Orders placed on Saturdays, Sundays or UK public holidays are normally reviewed and processed on the next business day. During busy periods, processing may take longer than usual.

Payment and security review

Some orders may require additional review before dispatch, especially high-value orders, orders with mismatched billing and shipping details, unusual payment attempts or information that cannot be verified automatically. These checks help protect customers and prevent unauthorised transactions.

Dispatch confirmation

Once your order is dispatched, we will normally send a dispatch confirmation email. This may include tracking details where tracking is available for the selected service.

4) Tracking & delivery

Where available, a tracking link will be emailed when your order is dispatched. Tracking may not update immediately after dispatch, as carriers sometimes require several hours or until the first depot scan before tracking information becomes visible.

Delivery occurs when the parcel is scanned as delivered to the address provided, handed to a person at the address, delivered to a designated safe place, delivered to a neighbour where permitted, left at a collection point or collected from the carrier by you or someone authorised by you.

Tracking updates

Tracking statuses are controlled by the carrier and may occasionally be delayed, incomplete or temporarily inaccurate. If tracking shows no movement for several business days after dispatch, contact us and we will help review the matter where possible.

Delivery attempts

If the carrier cannot deliver on the first attempt, they may attempt redelivery, leave a delivery card, send an SMS or email notification, deliver to a neighbour, leave the parcel in a safe place if authorised or send the parcel to a local collection point.

Signature and proof of delivery

Some services may require a signature, photo, GPS location, delivery scan or other proof of delivery. The type of proof available depends on the carrier and delivery method used.

5) Address changes & delivery issues

Please ensure that your delivery address is complete and accurate before placing an order. This includes the recipient name, house or flat number, street name, town or city, postcode, country, phone number and any necessary access instructions.

• Change of address: Contact us immediately after ordering. We will try to amend the address before dispatch, but changes are not guaranteed.
• After dispatch: Once a parcel has been handed to the carrier, we may be unable to change the delivery address or redirect the parcel.
• Missed delivery: The carrier may leave a card, attempt redelivery, deliver to a neighbour, or drop the parcel at a collection point.
• Undeliverable / returned to sender: If a parcel returns to us, we will contact you to rearrange delivery. Additional postage may apply.
• Safe places: If you authorise delivery to a safe place, you accept liability once the carrier confirms delivery there.
• Incorrect details: We are not responsible for delays, failed delivery or loss caused by incorrect or incomplete delivery information supplied by you.

Returned parcels

Parcels may be returned to sender if the address is incomplete, the recipient is unavailable, the parcel is refused, customs charges are unpaid, collection deadlines are missed or the carrier cannot complete delivery. If this happens, we may contact you to arrange redelivery or process the order in line with our policies.

Additional delivery charges

If a parcel is returned because of an incorrect address, missed collection, refusal of delivery or unpaid customs charges, additional shipping charges may apply for redelivery. Any refund may exclude original shipping costs where permitted by law and our policies.

6) International deliveries & duties

For deliveries outside the UK, local taxes, duties, customs clearance fees, brokerage charges and import-related costs may apply at the destination. These charges are the responsibility of the recipient unless checkout clearly states otherwise.

Customs authorities in the destination country may inspect parcels, request additional information, delay release or apply charges before delivery. We cannot control customs processing times, customs decisions, import taxes or local delivery procedures.

Customer responsibility

You are responsible for ensuring that the products you order can be lawfully imported, delivered, possessed and used in your destination country. Some items may be subject to restrictions, certification requirements, customs checks or local rules.

Unpaid duties or refused delivery

If you refuse delivery or fail to pay required duties, taxes or customs charges, the parcel may be delayed, abandoned, destroyed or returned to us. In such cases, any refund may be reduced by shipping costs, return fees, customs charges or other costs incurred, where permitted by law.

International delivery estimates

International delivery estimates are especially dependent on customs clearance and local carrier performance. Delays can occur even after the parcel reaches the destination country.

7) Lost, delayed or damaged parcels

If your parcel is delayed, appears lost or arrives damaged, please contact us as soon as possible with your order number and all relevant details. We may need to work with the carrier to investigate the issue before confirming the next steps.

• Delayed: Check the tracking first. If there is no movement for several days beyond the estimate, contact our support team with your order number.
• Damaged on arrival: Please report within 48 hours with photos of the parcel, packaging label, outer box, inner packaging and damaged contents so we can assist with a carrier claim.
• Lost: We will investigate with the carrier. Replacement or refund will be arranged in line with the investigation outcome.
• Missing items: If part of your order is missing, contact us promptly and keep all packaging until the matter is reviewed.
• Do not discard packaging: Carriers may require photographs or inspection of the original packaging to process a damage claim.

Carrier investigations

Carrier investigations may take time and may require confirmation from the delivery depot, driver, local postal service or customs authority. We will assist where possible, but replacement or refund may depend on the carrier’s investigation and the evidence available.

Damage caused after delivery

We are unable to accept responsibility for damage that occurs after successful delivery, including damage caused by mishandling, storage conditions, weather exposure, opening the parcel incorrectly or leaving the parcel in an unsafe location that you authorised.

Late reporting

Reporting damage or missing items late may make it harder to verify the issue or submit a carrier claim. For this reason, we ask you to inspect your parcel as soon as possible after delivery.

8) Split shipments, backorders & pre-orders

For multi-item orders, we may ship items separately to speed up delivery, reduce delays, improve packaging safety or use the most suitable carrier for each item. You will receive individual tracking details where applicable.

If an item is back-ordered or on pre-order, we will dispatch it as soon as it becomes available. We will keep you updated by email where practical, especially if the expected dispatch date changes significantly.

Split shipment charges

Where we choose to split an order for operational reasons, we will not normally charge additional shipping beyond the amount shown at checkout. If you request separate deliveries or special handling, additional charges may apply.

Partial delivery

If only part of your order arrives, check your dispatch emails and tracking links first. Your remaining items may be travelling separately. If you are unsure, contact us with your order number.

Unavailable items

If an item becomes unavailable after you place an order, we may offer a later dispatch, substitute product, partial shipment, partial refund or cancellation of the unavailable item.

9) Restrictions & notes

Delivery may be restricted by carrier rules, product type, destination, size, weight, safety requirements, customs rules or local laws. We may refuse, cancel or hold an order where we cannot lawfully or safely deliver it.

• PO Boxes / BFPO: Some carriers cannot deliver to PO Boxes or certain military addresses. Available options will show at checkout where supported.
• Weight & size limits: Large or oversized items may have limited methods or surcharges, shown at checkout when relevant.
• Public holidays & peak periods: Please allow additional time around Black Friday, Cyber Week, Christmas, New Year and other high-volume periods.
• Compliance: Certain items may be restricted in some countries; you are responsible for ensuring import compliance.
• Remote areas: Remote or hard-to-reach addresses may require extra delivery time or may have fewer service options.
• Carrier discretion: Carriers may refuse delivery where access is unsafe, restricted or unavailable.

Events outside our control

We are not responsible for delivery delays caused by events outside our reasonable control, including carrier disruption, customs delay, severe weather, road closures, strikes, public emergencies, customs inspections, incorrect customer information or local delivery restrictions.

Product-specific restrictions

Some products may require special packaging, age checks, additional handling or restricted delivery services. Where applicable, this may affect available shipping methods or delivery timeframes.

10) Returns & refunds (link)

For how to return an item, applicable return time windows, item condition requirements and refund timelines, please see our Return & Refund Policy. Warranty information is available in our Warranty Policy.

Shipping charges, return postage and redelivery charges may be handled differently depending on the reason for return. For example, faulty or incorrect items may be treated differently from unwanted items or parcels returned because of incorrect address details.

Before sending any item back, please follow the instructions in our Return & Refund Policy or contact our support team. Unauthorised returns may be delayed or may not be accepted if they cannot be matched to an order.

11) Contact

If you need help with an order in transit, delivery address issue, tracking link, delayed parcel, damaged delivery or returned shipment, please contact our support team. Include your order number, delivery postcode, tracking number if available and a clear explanation of the issue.

This Shipping Policy forms part of our Terms & Conditions.