Delivery and Shipping
COVID-19 Important Shipping Information
Due to the current COVID-19 situation, we are experiencing an increased volume of online orders.
We thank you for your support as we are working hard to ensure that your orders are dispatched as quickly as possible.
With increased volumes of online shopping and additional safety measures, delays may be encountered on shipments as our delivery partners TNT and UPS also face numerous challenges presented by the pandemic.
Our customer service team are experiencing delays in responding to enquiries so we appreciate your patience. We will respond to you as quickly as we can.
A confirmation email showing that we have received your order will automatically be sent to you once you have proceeded through to the end of the check out. Risk in the Products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order when the risk will pass to you immediately.
Timing of Delivery:
Estimated delivery time within the United Kingdom is approximately 3 to 5 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all orders, please note some items, sizes or colours may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service at firstname.lastname@example.org.
Cancellation or change
It may be possible for you to cancel or change your order if your order has not started the packing process in our warehouse. Please contact one of our Customer Service Representatives at email@example.com and if cancellation or change remains possible, they will assist you.
You are entitled to cancel an order provided that you exercise your right and notify us no longer than 30 days after the day on which you receive the Products.
If you wish to exercise your right to cancel after your order has already been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 days after the day on which you receive the Products, returned the Products to us within 14 days after that, and that you have taken reasonable care of the Products and not used them or opened the packaging. The goods remain your responsibility until they arrive safely at our warehouse.
Please note we only ship orders to UK postal addresses (being England, Scotland Wales and Northern Ireland). Unless otherwise agreed by us, we will deliver your Products to the UK address indicated on your Order Confirmation. We dispatch all orders using a courier service. If no-one is available to take delivery of your Products, you may use our courier’s re-delivery service, details of which will be provided by card at the time of attempted delivery. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. Title and risk of loss to all Products will pass to you on delivery.
If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.
Please Note: We do not ship to BFPO addresses or post office boxes.
All purchases for delivery in England, Scotland, Wales and Northern Ireland will be charged as follows:
- We offer free standard shipping for all orders of £50 (inclusive of VAT) or more.
- Orders under the value of £50 (inclusive of VAT) will incur a flat rate of £3.50 for standard shipping.
Our freight and handling fees do not include insurance and we may not be held responsible for any damage, destruction or loss of goods after delivery to you at your nominated shipping address.
Any applicable shipping charges for your order will be shown during the checkout. We may at our discretion offer limited time free shipping promotions from time to time based on the following eligibility criteria:
- Order is placed during the stated promotional period;
- Free shipping eligibility registration information must be completed in full (incorrect post codes will be advised in the registration process);
- Free shipping offer is valid for all English, Scottish and Welsh addresses;
- Shipping charges will apply to ineligible products/orders; and
- Offer is not available for commercial or wholesale/bulk orders.
After your order has been dispatched a confirmation email will be sent to the email address you provided, with a tracking number. You can track the shipping status of your order with our courier.
Nothing in these T&C’s excludes the application of your statutory rights. If a Product has a fault, we will provide a replacement, repair or a refund at your discretion. If Products arrive damaged or inoperable or develop a fault within the first 30 days a claim must be made by emailing our Customer Service Team E: firstname.lastname@example.org within 30 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note that if you do not contact us within the first 30 days or cannot provide proof of purchase your guarantee may be void. If your Products develop a fault outside of the first 30 days please contact our Customer Service Team and we may at our discretion repair or replace your goods. Products that are damaged as a result of normal wear and tear are not considered to be faulty.
Where we agree that a Product is faulty and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via our courier to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.