Shipping and Delivery Policy

We aim to provide fast, reliable delivery on every order. Below you'll find everything you need to know about our shipping options, delivery process, and important information to ensure your order arrives safely.

Delivery Methods

We offer a range of delivery options depending on your location. All services include full tracking.

• Same Day In-Store Pickup: Washington and Carlisle only
• Royal Mail Next Day: Order before 5:45pm Mon–Fri, 11:45am Sun
• Royal Mail 1–2 Days: Order before 5:45pm Mon–Fri, 11:45am Sun — Jersey, Guernsey, Isle of Wight, Isle of Man, Scottish Highlands & Islands

We subsidise delivery costs to ensure you receive a fast and reliable service. Free delivery on orders over £40.

Delivery timeframes are estimates and not guaranteed. Postage costs are non-refundable in the event of delays.

Delivery Preferences & Safe Place

You can update delivery preferences at any time using your courier tracking link. If you would prefer your parcel not to be left with a neighbour or in a safe place, select this within the tracking options provided by the courier.

Important: If you choose a safe place or alternative delivery instruction, the courier may leave your parcel unattended. In these cases, the parcel is considered delivered and cannot be refunded or replaced if lost or taken.

We strongly recommend using a secure delivery location wherever possible.

Shipping & Processing

Orders are processed once payment and age verification have been successfully completed.

• Orders placed before the cutoff time are dispatched the same day
• Orders placed after cutoff are processed the next working day
• You will receive a dispatch confirmation with tracking details
• Orders will not ship until age verification is complete

Shipping days: Sunday to Friday. Saturday orders are dispatched Sunday morning, ready for delivery Monday. No shipping on national holidays.

Most orders arrive the next working day; however, this is not guaranteed.

Incorrect Address Details

Please double-check your address, email, and phone number when placing your order. We cannot be held responsible for delivery issues resulting from incorrect or incomplete address details.

If a parcel is delivered to the address entered at checkout, the order is considered fulfilled. Returned parcels will be refunded minus postage costs (£4.50 attempted delivery + £4.50 return).

Parcels that cannot be recovered due to incorrect details are not eligible for refund.

Click & Collect: Orders must be collected within 6 days. Uncollected orders will be returned and refunded minus delivery and return charges.

Delivery Delays

While most parcels arrive on time, delays can occasionally occur due to factors outside our control such as weather, traffic, or courier network issues. Delays are more likely during peak periods such as Christmas and Easter.

Next-day delivery is not guaranteed. Postage costs are non-refundable for delays.

Non-Delivery & Investigations

If your parcel has not arrived within 3 working days, please contact us so we can begin an investigation with the courier. Investigations may take up to 10 working days and can include GPS tracking, delivery photos, depot scans, and driver records.

Customers may be required to complete a Denial of Receipt (DOR) form. Failure to provide required information may result in the claim being declined by the courier.

Where delivery is confirmed by the courier, the order will be considered fulfilled unless the courier determines otherwise.

Courier Delivery Confirmation

Once an order has been marked as delivered to the address provided, it is considered fulfilled. Courier records (including GPS data, delivery scans, and photographs) are used as proof of delivery. In the event of a dispute, the courier's investigation outcome will determine the resolution.

Returns & Cancelled Orders

If an order is cancelled after processing, we will attempt to stop or recall the parcel where possible, but this cannot be guaranteed. If the parcel has already been dispatched, delivery charges will still apply.

Unopened returns will be refunded minus postage costs (£4.50 delivery + £4.50 return).

Royal Mail Service (Restricted Areas)

Royal Mail is used for: Isle of Scilly, Isle of Wight, Jersey, Guernsey, Isle of Man, and Scottish Highlands & Islands.

Important: Royal Mail allows a maximum of 2 battery devices per order to these areas due to airmail restrictions.

Need Help?

If you have any questions about your delivery, please contact us and we'll do everything we can to assist you quickly and efficiently.