delivery & returns
For most of our UK Deliveries, we use DPD next working day courier service which is fully tracked & requires a signature. After your order is placed, it usually takes 2-3 days for us to process & package your order, however, during busy periods, this can take up to 5 days. If your order is dispatched Monday to Thursday, you should receive it the next working day and if it is dispatched on Friday, you will receive it the following Monday. Once your order has been booked out, our courier will text you with your tracking number and a delivery time slot so please provide us with your mobile number when placing your order. If you're not going to be in for the delivery, you can arrange re delivery, a collection point or request to leave the order in a safe place with the courier directly.
If you miss your delivery, our courier may leave your order with a neighbour or bring your order back to the depot and leave a calling card for you to arrange re delivery.
For deliveries to European countries, we use our DPD Europe Road courier service which usually takes between 3-6 working days for delivery. For an exact delivery estimate, please contact us. Please provide us with your number & a valid email address when placing your order so our courier is able to contact you about your delivery.
Rest Of The World
For our International Air shipments, we use FEDEX or DHL courier service which takes approximately 7-10 working days for delivery. Shipping costs will be calculated at the checkout.
Please note that we cannot be held responsible for the loss or damage to any goods whilst in transit. If you require your goods to be insured for loss or damage, this can be added for an additional charge so please advise us of this when placing your order.
Import VAT & Customs Charges:
When your shipment arrives, you may be required to pay import VAT and duty on the goods. This is collected by the courier who will send you a link via email to pay for the charges so they can be released from customs or they may bill you directly after your goods have been delivered. These are government charges and we are therefore unable to advise on how much the charges may be as each country varies. You should be able to find out more information regarding import fees via your government website. In the event that the fees are left unpaid, the goods may be returned to us & we will need to take the shipping costs again in order to re send your shipment out.
Returns & Refunds
If for any reason you are not happy with your order and wish to return it, we can accept your order back in full for an exchange, store credit or a full refund minus the original shipping costs. The return shipping costs must be covered by you. We are not able to accept partial returns.
For hand picking, items are chosen at your own discretion and we are therefore unable to accept returns on any hand picked items from our warehouse once they have left our building.
For video hand picking, we always try our best to let you know if an item is faulty, however if for any reason this is missed, we are happy to accept the item back for an exchange, refund or store credit.
If you would like to return your order or have any issues, please send an email to firstname.lastname@example.org with your order number & a reason for your return. We must be notified of any returns within 7 days of your order being delivered. All items must be returned to us in the original condition that they were sent in within 28 days of receiving your order. We can not be held responsible for the loss or damage to goods whilst in return transit. Refunds can take up to 5 working days to be processed.