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. Most countries are served directly; where a carrier cannot reach an address we cancel and refund rather than hold the order open.
Orders placed before midday on a business day are usually picked the same day and leave within one to two business days. Orders placed at weekends or on public holidays are processed on the next business day.
Tracking goes out with the dispatch email and updates from the carrier's own scans. 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.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. Parcels are declared at the price actually paid, because an inaccurate declaration risks the parcel as well as being unlawful.
If a parcel is delayed, damaged or shows as delivered when it is not, tell us within fourteen days. We will investigate with the carrier, and where a parcel is confirmed lost we replace it or refund it in full.
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. Sending a parcel as a gift, or without our name on the outside, can usually be arranged — message us straight after checkout and we will do it if the order is still on the shelf. If you need the parcel to arrive without branding on the outside, or with a gift note instead of a receipt, write to us after ordering and we will pack it accordingly whenever the order has not yet been picked.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. If tracking has not moved for five days, tell us and we will open an enquiry with the carrier.
Weather, customs inspections, industrial action and peak-season volumes can add days to a journey. 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.
Deliveries refused on arrival, or left uncollected past the carrier's holding period, come back to our warehouse. Refunds are issued for the goods once it is back, and a refused delivery does not carry a return postage charge.
Questions about this page? Write to [email protected] and we will answer within one business day.