How and when your order leaves us, how long it usually takes, and who handles duties.
We ship worldwide from our own warehouse. Most countries are served directly; where a carrier cannot reach an address we cancel and refund rather than hold the order open.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. 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. Every parcel gets a tracking number, sent by email when the label is generated, and the tracking link shows the latest scan rather than a fixed promise date.
Prices do not include import duties or local taxes, which are set by your country and collected by the carrier. 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. We open a carrier enquiry on your behalf, and a parcel confirmed lost is replaced or refunded in full at our cost.
Copy the address exactly as your postal service writes it, including the apartment, unit or building number and the postcode. A missing apartment number or a transposed digit is enough for a carrier to return the parcel, and it costs another full transit to put right.
Parcels that cannot be delivered are held by the carrier for a short period and then returned. Once they are back with us we refund the item value; the shipping charge is not recoverable because the journey was made.
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.
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 will not pretend to know a date we cannot know — we will tell you what the scans show and keep chasing until the parcel moves.
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.