How and when your order leaves us, how long it usually takes, and who handles duties.
Orders leave from our own warehouse rather than a drop-shipper, so dispatch does not wait on a supplier's stock count. A small number of destinations are outside our carriers' networks — if that applies to your address, we refund in full and tell you why instead of holding the order.
Picking happens on business days and is normally finished within one to two business days of the order arriving. Anything placed after the cut-off joins the next business day's run, and we email if a line needs to be sourced first.
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. We complete customs paperwork accurately at the price you paid — we will not mark a parcel as a gift to reduce a charge.
If tracking stalls, tell us rather than waiting it out. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
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. Items are protected rather than compressed, and anything fragile is wrapped separately. 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. Where tracking stalls for five days or more, contact us and we will chase it on your behalf.
Some delays are outside anyone's control: storms, border checks, strike action or the December rush. 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. We refund the item value on receipt and there is no further charge for the return leg.
Questions about this page? Write to [email protected] and we will answer within one business day.