Postage Queries

COVID-19 UPDATE

COVID-19 (Corona Virus) means that post may take longer than usual. Please see our COVID-19 updates page for more.

Increasing delays mean that we're only going to use tracked and signed for post for international orders for now. We'll absorb some of the costs for this, especially on larger orders. 

 

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 your parcel will be dispatched on the same day. We'll send a dispatch notice once your parcel is collected to let you know it's on the way to you.

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 / USA / Rest of the World

Delayed or Missing Parcels

We send all parcels by either Royal Mail 24, Royal Mail 48 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. Royal Mail 24 and 48 allow us to track receipt of parcels sent within the UK.

For UK 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 3 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 UK have customs labels with the correct value of the goods shown. This includes any postage charged.