Postage Queries

COVID-19 UPDATE

COVID-19 (Corona Virus) means that post will take longer than usual. Please see our COVID-19 updates page for more.
Our next posting date is Friday 27th May 2020.

 

Dispatch Times

We like to get your goods sent to you as quickly as possible, and if you order before 1400 GMT on Monday to Friday we'll get your parcel to the post office on the same day.

As well as an automated response when you place your order, you'll also get an email from us telling you when your goods will be posted. If your order is time critical and you live in the UK, you can choose to select the option of tracked and signed for  delivery from the postage options menu. If an item is out of stock we will email you to arrange a replacement or refund so we can get your order sent without delay.

Postage Costs

Postage costs are based on parcel weight, value, where it's being sent and if you'd like the parcel to be tracked and signed for.

Find postage costs for the UK / Europe / Rest of the World

Delayed or Missing Parcels

We send all parcels by either first class mail or airmail. UK parcels should arrive within 2 days, airmail within 5-7 working days. If your order qualifies for free postage it will be sent by 2nd class post in the UK and may take a day longer to reach you.

If a UK parcel hasn't arrived within 3 working days, please check with your sorting office to find out if they are holding a parcel for you but haven't left a card. Unfortunately this seems to be increasingly common, and it's where most of our missing parcels turn up.

We don't obtain proof of posting for each parcel as this doesn't give us any ability to track anything. If you tell us a parcel hasn't arrived we're happy to accept that. We're always able to confirm if other items posted on the same day have arrived (so you know that mail was picked up and sorted). You can choose tracked and signed for post from the options at checkout.

For untracked post we cannot make any claim against the post office until 15 working days have passed from the posting date, so don't offer refunds or replacements for this period. Almost every parcel does turn up within 15 days, so while we appreciate that it can be frustrating, we'll ask you to wait. Overseas parcels are not considered as missing by the post office for 3 months, and we apply a two month waiting period before refunding. This allows time for parcels to be returned to us.

After 15 working days for UK customers and two months for everyone else we will refund your paypal account or arrange a replacement.

We will not refund you if you give us an incorrect or incomplete address so please check that the details you have provided are correct. In the event that a parcel is returned to us after incorrect details are given we will offer you the option of having the parcels sent to the correct address at your cost or receiving a refund of the parcel value less postage costs.

If you ask for your parcel to be left in a safe place we will put this information on the parcel for your post person. Please note that we cannot take responsibility for missing parcels with leave in a safe place instructions. 

If you have parcels which do not arrive we may ask that all further orders are sent as tracked and signed for. 

Customs Labels

All parcels sent outside the EU have customs labels with the correct value of the goods shown. This includes any postage charged.