How and when your order leaves us, how long it usually takes, and who handles duties.
Orders leave from our own warehouse rather than a drop-shipper, so dispatch does not wait on a supplier's stock count. A small number of destinations are outside our carriers' networks — if that applies to your address, we refund in full and tell you why instead of holding the order.
Picking takes one to two business days, and orders received early in the day normally go out the same afternoon. Weekend and holiday orders queue until the next business day — nothing sits unshipped without us emailing you.
Typical transit is three to seven business days for most destinations and up to twelve business days for remote areas. Tracking is emailed at dispatch so you can follow the parcel yourself, and if tracking has not moved for five days, contact us and we will open a carrier enquiry.
Any import duty or sales tax charged on arrival is determined by your own customs authority, not by us. We declare parcels at their paid value, because under-declaring is fraud and puts your delivery at risk.
If tracking stalls, tell us rather than waiting it out. Confirmed losses are refunded or replaced at our cost; you are never expected to absorb a delivery failure.
Please check the street number, unit and postcode before confirming. Addresses that arrive without a house number are the single most common cause of a parcel coming back to us.
If a carrier cannot deliver because an address is incomplete or nobody is available after the usual attempts, the parcel comes back to us. We refund the goods on arrival and the original delivery charge is not returned, since the delivery was attempted.
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. Sending a parcel as a gift, or without our name on the outside, can usually be arranged — message us straight after checkout and we will do it if the order is still on the shelf. If you need the parcel to arrive without branding on the outside, or with a gift note instead of a receipt, write to us after ordering and we will pack it accordingly whenever the order has not yet been picked.
You will receive the tracking number as the parcel is being packed, and the carrier needs a little time to log its first scan. If tracking has not moved for five days, tell us and we will open an enquiry with the carrier.
Weather, customs inspections, industrial action and peak-season volumes can add days to a journey. We cannot promise a date when a carrier is delayed, but we will keep tracking the parcel, tell you what we know, and refund if it never arrives.
If a parcel is refused at the door or not collected from a depot in time, it returns to us. 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.