Customer Service
Shipping Options and Delivery
Express Delivery orders are typically delivered within one to two working days from the despatch date. Our standard working days are Monday to Friday, excluding Bank Holidays when we are closed. For express delivery orders placed by 2pm on a standard working day, we will aim to despatch the order the same day. Express delivery orders placed after 2pm will be despatched on the next standard working day.
Orders shipped via standard delivery typically arrive within three to five working days, in most cases. However, please allow up to ten working days for delivery, in some cases.
Please note: We are unable to accept requests via telephone to expedite orders.
Delivery is made by Royal Mail (or our nominated third party) to the address specified within your order. If your package is too large to fit through a letterbox or a signature is required, it may be taken to a local Royal Mail (or our nominated third party) sorting office for you to collect at your convenience. In these cases, Royal Mail (or our nominated third party) may leave you a card confirming where to collect your package from. Please note, however, that in some cases, the Royal Mail (or our nominated third party) may not leave such a card to advise on where to collect your package. Therefore, we strongly recommend you using the tracking number provided to monitor your order status. This tracking information can also be used to provide specific delivery instruction to the Royal Mail (or our nominated third party) if necessary.
We are only able to deliver within the United Kingdom, and we cannot deliver to PO Boxes or BFPO addresses.
Once your order has been despatched from our warehouse, you will receive an automated email with a tracking number and an invoice attached.
Our delivery charges are as follow:
- Orders over £300 Free;
- Orders between £150 to £300 Choose between free standard delivery or express delivery for £9.90
- Orders below £150 Standard delivery cost is £3, or you can opt for express delivery at £9.90.
Unfortunately, online orders cannot be expedited or cancelled once placed. Orders can however be returned within 14 days for a full refund; please refer to section 5 in our Terms & Conditions.
For more information on how to create a Return within your online account, click here.
How will my parcel be shipped?
Your order will be sent using Royal Mail (or another third party nominated by us). If the package is too large to fit through a letterbox or a signature is required, it may be taken to a local Royal Mail (or our nominated third party) sorting office for you to collect. In such cases, they may leave you a card advising where to collect your package. Once dispatched, you will receive an email with a tracking number and invoice attached.
In some cases, no card may be left. We recommend using the tracking number provided to monitor your order status and provide delivery instructions if necessary.
How do I check my order or delivery status?
You can view all your orders by going to My Orders in your account. If you checked out as a guest, you'll need to create an account to access your order details. To do this, simply click the "Forgot your password" link and follow the steps to set up your account.
For delivery status, you can check the tracking number included in your Order Shipment email or view it directly in your account once logged in, so you can independently track it.
What should I do if I received the wrong product?
If you ordered the wrong product, you may return it within 14 days for a full refund. Unfortunately, we are unable to process exchanges.
If I missed the delivery of my package, can I book a redelivery?
Please use your tracking information on the Royal Mail (or third party) website to see if redelivery can be arranged.
Why has my order not been shipped yet?
Most orders are processed within 35 working days. Please allow up to 10 working days. If your order is not shipped after 10 days, please contact us.
What should I do if I haven't received my package?
First check the tracking information. If you need further assistance, please contact us.
Can I choose a faster delivery with an express service?
- Orders over £300: Express Delivery free of charge.
- Orders between £150£300: Free Standard Delivery or Express Delivery for £9.90.
- Orders under £150: Standard Delivery £3 or Express Delivery £9.90.
Express orders placed before 2pm are usually dispatched the same day.
Can I have orders delivered to my office address?
Yes, to any UK residential or business address (excluding PO Boxes and BFPO addresses). Include your company name if delivering to a business.
Can I ship products to a different country?
Due to licence restrictions, we only ship within the UK.
