Shipping and delivery policy
We supplement the postage so that you, the customer, have the most efficient courier service at no extra cost. If your parcel is delayed, there will be no refund of postage. Free deliveries on orders over £40.
Use the tracking provided by the courier to provide delivery instruction. If you don't want your parcel left with a neighbour or safe place you must let the courier know. If you request a safeplace this is at your own risk. If your safeplace is a porch then this must be unlocked if you want it left inside, otherwise the courier may leave outside the porch.
If you are not in, the courier may leave with a neighbour. If you do not want this, you must use the tracking to say so.
Please check your address, email and phone number are correct when placing an order. The courier will use this information. If you have entered your address wrongly and it is returned to us, we will refund the order excluding postage (£4.50 for attempted delivery and £4.50 return, which is what the courier will still charge us).
If you have entered a wrong address and the parcel is unretrievable we will not offer a refund.
Shipping and delivery
Once your order is confirmed and paid for, and the Age Verification is successful, it will be processed within 1-2 business days (this excludes weekends and holidays).
- You will receive a notification when your order has processed. Orders taken after 3.45pm will be processed and dispatched the next business day (Not weekends and bank holidays).
- You will receive a further email from the courier on the evening the parcel is dispatched.
- Please note, if the Age Verification is pending or fails, we won't be able to ship your parcel. Please see our Age Verification Policy.
If your order is after 3.45pm on Friday, a Saturday or Sunday, we will process on Monday (or the next business day if this falls on a bank holiday). Occasionally we will process Sunday, but this isn't guaranteed.
Once processed, the courier will deliver your package within 1-2 days (Mon-Frid) using their Express24 service. You will receive update emails direct from the courier. If you parcel is delayed wait 5 days before contacting us. Delays can happen for various reasons. After 5 days we will be able to report to the courier.
There are no postage refunds for delayed parcels.
Returned to consigner due to address, email, phone error or cancellation
If your parcel is returned to us unopened, we will refund your order after the deduction of postage. (£4.50 for attempted delivery and £4.50 return, which is what DPD will still charge us)
Cancelled orders
If you cancelled your order after it was processed, we may not be able to retrieve it before going to the courier. In this case, we would have to still charge for the attempted delivery and return, as above.
If you cancel the same day we will try to cancel before it is processed, but our processing times are fast so that we can meet the Next day delivery deadlines.
Delays
In the majority of cases, delivery will be the next business day if ordered before the 3.45pm Monday to Thursday. Occasionally drivers have to change the delivery day because of unforeseen circumstances, such as roadblocks/congestion, industrial action, but they will notify you and rearrange the delivery. For this reason, we do not guarantee next day delivery and we do not offer refunds on postage.
If your parcel has been delayed for more than 7 working days, please use the contact form to let us know: Contact Us
After 7 days of not receiving your parcel, we will contact the courier. The courier will then use their own processes to check delivery photos, location, conduct a parcel search and contact the depot and driver. This can take up to 10 days.
ROYAL MAIL
For Northen Ireland, Isles of Scilly, Isle of Man and the Scottish Highlands, we use Royal Mail Next day delivery service. (Next day is the next business day after we have processed and shipped your order).
Domestic Shipping Rates and Estimates
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DPD/Royal Mail 1-2 Day Delivery Monday-Friday |
Order before 3.45pm and you parcel could be with you the next day except weekends, although not guaranteed. Some deliveries on Saturday or Sunday but not guaranteed. Expect weekday deliveries only.
No deliveries on bank holidays, expect your parcel the next business day. Use the courier's Tracking to get a more accurate delivery day and time slot. |
£3.95 |
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Free delivery on orders £40 or more. As above |
Free delivery uses the same service as above. |
£0 |
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