Shipping and Returns
Shipping regarding physical products.
If you place your order before the cutoff time on a regular business day (Monday through Friday), your order will begin processing that day.
If you place an order on a holiday, Saturday or Sunday, or after the cutoff on a regular business day, your order will begin processing the following business day.
Standard delivery costs start at £2.99 + vat for orders – available on certain products purchased online depending on dimensions and weight.
Orders placed Monday to Thursday should arrive in 2 – 4 days (excluding Sundays).
Orders placed on Friday or at the weekend should arrive within 2 – 5 days (excluding Sundays).
Please note: Delivery lead times are extended over public holidays.
We use Royal Mail for the majority of deliveries. Occasionally a courier may be used.
We are unable to give a specified delivery slot.
We provide estimated delivery dates based on stock availability. If no one is available to take the delivery, the courier will leave details at the address to rearrange delivery. We may need to make an additional handling charge for the return and re-delivery. Should no one be available to take the re-delivery, we may cancel the order and refund your money, excluding any additional charge for the return and re-delivery.
International and Offshore Orders
Offshore and International deliveries will be charged a premium above the standard delivery charges. Please contact us for an accurate delivery price. We will send goods via trackable courier to prevent loss. The courier used will depend on the size of the parcel so please be patient as some are quicker than others. A courier surcharge will apply for delivery to Northern Ireland, Republic of Ireland, Channel Islands, Scilly Islands, Scottish Offshore, Scottish Highlands, Isle of Man & Isle of Wight. Any large parcel deliveries to these areas may also incur a further surcharge, please contact us for further information. Where this applies you will be contacted the following working day after the order is placed to advise of any additional charges.
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities. The recipient of your order is responsible for all customs formalities for the import of the products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the goods, not the person placing the order, will receive a separate request for payment of these charges. If you’re ordering products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges. Unfortunately we have no control over these charges and cannot predict what they may be, so we’re unable to offer any assistance on these processes. We advise that you check the import charges applicable in any non-EU country before ordering products to be delivered there. You (or the recipient of the products if different) will be the Importer for all international deliveries of the products. Therefore, before placing an order, it’s your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
All delivery times and dates are estimates. We will try our best to meet the delivery estimates we have given you but shall not be responsible for any failure to deliver ordered products within these stated time frames. We cannot be held responsible for any third-party charges incurred due to non-delivery of an order, or orders that have not been checked on delivery. We will always endeavour to make one single delivery to you wherever possible to minimise any inconvenience. This means that when your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order. However, when you place an order containing a mix of products this may not always be possible.
Orders placed for made-to-measure products may not be cancelled. You may cancel other orders at any time before they are dispatched to you. Please email firstname.lastname@example.org with your order number, postcode and contact telephone number.
Any order discrepancies must be reported to us within 48 hours.
You have the right to return purchased goods within 14 days of receipt, however, this does not apply to certain items, i.e. perishable or personalised goods. Returns are not allowed for pieced jewellery and selected personal items such as underwear and tights.
We must be advised within 14 days of your intention to return the goods. We will not accept goods back that have been used and we expect goods to be returned in the same condition as purchased. Goods must be returned immediately after notification at your own expense.
Please include your contact details and sales order reference number. Once the goods have been returned in a satisfactory condition, the cost will be refunded. It is highly recommended that a suitable trackable delivery service is used to return goods to us. Refunds will only be made once goods are safely received in our by us in a satisfactory condition. Your refund will be processed once the returned product has been received and inspected. All refunds will be made to the card/account used to purchase the product within 30 days of receipt. The return delivery charges are not refundable. Please note that made to measure / special order products cannot be returned. Refunds are not available on “free with purchase” items, unless all other products are returned.
In order to process returns quickly you must first contact email@example.com for authorisation of refund.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won’t affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us).