Shipping policy

Tracked Delivery

All orders are dispatched using a tracked postal service. Tracking information will be provided once your order has been dispatched.

For international orders, parcels are normally handed to the destination country’s postal service for final delivery. Tracking may therefore be updated by the local postal operator once the parcel has left the UK.

Parcels showing as delivered

If tracking confirms that your parcel has been delivered to the delivery address provided at checkout, but you are unable to locate it, please first:

• Check around the property, including any usual safe-place locations.
• Check with other members of your household.
• Check with neighbours or your building’s reception/management where applicable.
• Contact the local postal service responsible for the final delivery and report the parcel as delivered but not received.

A delivery confirmation from the destination postal service is evidence that the parcel has been recorded as delivered. Where tracking confirms delivery, we will not automatically issue a refund or replacement solely on the basis that the recipient cannot locate the parcel.

If the postal service subsequently confirms that the parcel was misdelivered, incorrectly addressed, or otherwise not delivered to the address provided, please contact us with the details of their investigation and we will review the matter and advise on the next steps.

Incorrect or incomplete delivery addresses

Please ensure that your delivery address is complete and accurate before placing your order. We cannot accept responsibility for delays, non-delivery or additional postage costs resulting from an incorrect or incomplete address supplied at checkout.

If an order is returned to us because the address supplied was incorrect or incomplete, any refund or re-shipment will be considered once the parcel has been returned to us. Additional postage may be payable for re-shipment.

International deliveries

International orders are subject to the postal procedures and customs requirements of the destination country. Once an international parcel has entered the destination country, final delivery is normally carried out by the destination country’s postal service.

Customers are responsible for providing an accurate delivery address and for complying with any applicable local customs requirements, including payment of customs duties, import taxes or other charges where applicable.

If tracking shows that an international parcel has been delivered, the procedure above for parcels showing as delivered applies.