I have had a dispatch notification, but my item hasn't arrived yet. Help!
Our transit times are shown here , so the majority of orders that leave us, will arrive with you within these time scales. If you chose a tracked service, you can track your order using your tracking number emailed to you.
I have missed the delivery cut off for Next day Delivery. When will my item be sent?
If you have missed the 3pm cut off for same day dispatch and Next Day Delivery, your order will be dispatched the next working day. So if you order at 6pm on a Tuesday, your order will be dispatched on the Wednesday.
How will my delivery be sent? I live in mainland UK.
We ship all domestic orders (mainland UK) via our 'Standard Delivery' service using Royal Mail. We have outlined estimated transit times provided by Royal Mail here, but in our experience, things can take a little longer. Additional time may be necessary to process your order vial Royal Mail, especially during busy seasonal times. Please allow an extra day or two for your package to reach you during busy times. If you require your order urgently, within a certain timescale, we would recommend you choose 'Next Day Delivery' which is a time definite delivery.
How will my delivery be sent? I live outside of the UK.
We ship all international orders (outside of UK) via DHL Global Mail. We have outlined estimated transit times provided by DHL below, but in our experience, things can take a little longer, additional time may be necessary to process international shipments into your country. Please allow extra time for your package to reach you, as packages are often caught in customs. We have no control over delays, but we have moved from Royal Mail to DHL as our standard international delivery service, as in general it is a speedier service, meaning you get your delivery faster! If you require your order urgently, within a certain timescale, we would recommend you choose 'Priority' which is a time definite delivery.
How long will delivery take to reach me (international)?Delivery aims provided by DHL, using 'standard delivery' or 'tracked':
GERMANY: 2-4 working days
REST OF EUROPE: 3-6 working days
USA & CA: 5-9 working days
REST OF WORLD: 6-12 working days
Please see here for potential delays
How long could my order be delayed in customs?
It is partly down to luck if your package does get stuck in customs, but if it does, then in our experience, it is likely to add an extra week or two to the delivery aims above. So in practice, 75% of our deliveries arrive within the delivery aims above, and 15% within an extra week or two. Only 5% would take up to 5 weeks to arrive.
Can I track my delivery?
You can only track orders that are shipped using 'tracked' or 'priority'. Our standard delivery service is the cheapest and most efficient way to ship, but it does not have any tracking facility. This means that once it has left us, we would not be able to locate it until it reaches you. We would strongly advise using a tracked or priority service if you require this option.