We always aim for next working day dispatch, however during busy periods (in the run up to Christmas, or during sales events) we may have to stretch this time slightly, but will never be more than 3 days provided we have all of your order in stock.
Occasionally we may not have all of you order in stock. If the out of stock goods are due to arrive to us within 10 working days of your order date then we may hold your order and dispatch it complete. We will always tell you when we are doing this. If the out of stock goods are not going to arrive within 10 working days, then we will dispatch what we have available leaving the balance on back order, which will be dispatched when it arrives.
Delivery Methods and Times
All orders up to 2 kg will be sent by Royal Mail 2nd Class Signed for Service which has a delivery aim of 2-3 days, but could take up to 10 working days. Please note that this is not a tracked service, and any tracking information will only update when the item has been delivered.
Any orders over 2 kg will be sent via a acourier service which is fully tracked, such as DPD, ParcelForce or UPS.
You can request your order to be sent via DPD at the checkout (there may be an additional charge).
Unless you have requested that your order be delivered by a particular carrier we cannot accept any delivery instructions such as: "Please leave in porch". This is because we cannot convey this message to the postman. If you have requested your order be sent via a carrier, we can add delivery instructions to the booking. Once we give you your tracking number you will also be able to log in and amend the delivery method to select a safe place, alternate delivery address or leave with a neighbour etc.
We reserve the right to change our delivery methods at any time and without notice, this will be based on the most economical method.
Non Receipt of Goods
We need all cases of non-receipt reported to us within 14 days of the estimated delivery date, at which point we will resend your order.
Damaged In Transit
All cases of goods damaged in transit must be reported to us within 3 days of receipt. We need all reports in writing - please send to firstname.lastname@example.org - with attached photographs of the damaged product and the external packaging. This is in order for us to claim your money back from the carrier. You can then choose to have a refund or replacements. Please note the replacements and refunds will be limited to the damaged goods only. In the case of refunds we may ask that you return the damaged goods to us - at our cost - in order to receive your refund.
If you report a damaged in transit case later than three days, we will still submit a claim to the carrier in an attempt to recover your loses, however the success of this claim will be entirely at the discretion of the carrier.