1. General

These Delivery, Returns & Refunds Terms & Conditions apply to all purchases made through our website and should be read in conjunction with our Terms & Conditions of Sale and Privacy Policy.

By placing an order, you agree to these terms.

2. Delivery Partners

We primarily use Royal Mail for the delivery of orders. However, we reserve the right to use alternative courier services where necessary to ensure efficient, secure and reliable delivery.

The delivery carrier used for your order may vary depending on destination, parcel dimensions, weight, value and operational requirements.

3. Dispatch Times

Orders are normally processed and dispatched within 1–2 working days following receipt of cleared payment and order confirmation.

Working days exclude weekends and public holidays in England and Wales.

During periods of high demand, promotional campaigns, seasonal peaks, stock shortages or unforeseen circumstances, dispatch times may be extended.

4. Delivery Estimates

Delivery times shown on our website, during checkout or in order confirmations are estimates only and are not guaranteed.

United Kingdom

  • Standard Delivery: 2–5 working days
  • Tracked Delivery: 1–3 working days

International Orders

Delivery times vary depending on destination country, customs clearance procedures and the delivery service selected.

Delivery estimates commence from the date of dispatch, not the date the order is placed.

5. Delivery Address

Customers are responsible for ensuring all delivery information provided is accurate and complete.

We shall not be responsible for delays, failed deliveries, losses or additional charges resulting from:

  • Incorrect or incomplete addresses;
  • Failure to collect parcels;
  • Refusal of delivery;
  • Inaccessible delivery locations.

Additional delivery charges may apply where an order must be resent.

6. Tracking Information

Where a tracked service is used, tracking information will be provided after dispatch.

Tracking information is supplied by the carrier and may be subject to delays or inaccuracies outside our control.

7. Risk and Ownership

Risk in the goods passes to the customer upon delivery.

Ownership of the goods remains with us until full payment has been received and cleared.

8. Lost, Delayed or Damaged Deliveries

If an order is delayed, lost or damaged in transit, customers should contact us as soon as reasonably possible.

For damaged deliveries, customers should provide:

  • Photographs of the product;
  • Photographs of the packaging;
  • Details of the damage.

Carrier investigations may be required before a replacement, refund or compensation can be offered.

9. Circumstances Beyond Our Control

We shall not be liable for delivery delays resulting from circumstances beyond our reasonable control, including but not limited to:

  • Adverse weather conditions;
  • Customs inspections;
  • Postal or courier disruptions;
  • Industrial action;
  • Public health emergencies;
  • Transport network failures;
  • Government restrictions.

10. International Shipping, Customs & Duties

International shipments may be subject to customs clearance procedures in the destination country.

The recipient is solely responsible for:

  • Import duties;
  • Customs charges;
  • Value Added Tax (VAT), Goods and Services Tax (GST) or local sales taxes;
  • Brokerage fees;
  • Any other government-imposed charges.

These charges are not included in product prices or delivery charges unless expressly stated otherwise.

We are unable to predict the amount of such charges and recommend that customers contact their local customs authority before placing an order.

Failure to pay customs duties, taxes or clearance charges may result in:

  • Delayed delivery;
  • Return of the parcel;
  • Destruction of the parcel by customs authorities.

Where a parcel is returned due to unpaid customs charges, we reserve the right to deduct:

  • Original shipping costs;
  • Return shipping costs;
  • Customs charges incurred;
  • Administrative costs reasonably incurred;

from any refund due.

11. Right to Cancel (Consumer Orders)

For customers located in the United Kingdom and where applicable consumer legislation applies, you may cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, you must notify us in writing by before the cancellation period expires.

Goods must be returned within 14 days of notifying us of cancellation.

Customers are responsible for return postage costs unless the goods are faulty, damaged or incorrectly supplied.

12. Returns Policy

Returns must:

  • Be requested within the applicable returns period;
  • Be returned in their original condition where reasonably possible;
  • Include all original packaging, accessories and documentation.

We reserve the right to reduce any refund where the value of the goods has been diminished through handling beyond what is reasonably necessary to inspect them.

The following items may not be eligible for return unless faulty:

  • Personalised products;
  • Custom-made items;
  • Perishable goods;
  • Sealed items that are unsuitable for return for health or hygiene reasons once unsealed;
  • Digital products once downloaded or accessed.

13. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us promptly with:

  • Your order number;
  • A description of the issue;
  • Supporting photographs where applicable.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights, which may include:

  • Replacement;
  • Repair;
  • Refund.

14. Refunds

Approved refunds will be processed using the original payment method whenever possible.

Refunds will normally be issued within 14 days of:

  • Receiving returned goods; or
  • Receiving satisfactory evidence that goods have been returned.

Original delivery charges will only be refunded where required by applicable law or where the return results from our error.

15. Refused Deliveries

Where a customer refuses delivery of a non-faulty order, we reserve the right to deduct:

  • Outbound shipping costs;
  • Return shipping costs;
  • Any carrier or customs charges incurred;

from any refund due.

16. Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.

17. Contact Us

For all delivery, returns or refund enquiries, please contact our customer service team using the contact information provided on our website.