Shipping & Delivery

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  • SHIPPING AND DELIVERY TIME

    Orders for the UK placed before 22:30 Mon-Fri will be delivered between 3 to 5 working days. Otherwise, orders placed after this time are considered as Day -1 when calculating the expected delivery date. Delivery times are based on orders placed between Monday and Friday and apply to working days. Thus, an order placed on Friday (Day zero) to the UK, for example, has an expected delivery day of Wednesday to Friday of the next week. Orders placed on Saturday AND Sunday before the closing times are treated as Day zero when calculating the expected delivery dates. So delivery is expected to be between Thursday to Monday.

  • PREMIUM SHIPPING INSURANCE POLICY

    If you paid for Premium Shipping, then you are protected against Lost, missing,  damaged or stolen packages to the value of your order.

    If you have suffered any of these unfortunate events during your delivery process with our 3rd party carriers, we will process a claim on your behalf, so we can quickly send you a repeat order, or process a refund, depending on your choice.

    In order to inform us of the required claim, then please click on our “Help” portal on the main webpage of our website and follow the drop down instructions under “Premium Shipping Insurance” and follow the simple steps to upload your documentation.

    Please review and follow the guidelines below to ensure you have the necessary information ready for the “help” portal.

    1. Missing Package Claims

    • Waiting Period: Customers must wait 2 days after the estimated delivery date (In Europe) and 3 days (Rest of the world) to claim a missing package.
    • Tracking Shows Delivered: If the tracking link shows the package as delivered, but the customer did not receive it, they must wait 1 day before starting a claim.
    • Initial Steps: Customers should first check with neighbours, pick-up locations, etc., before starting a claim.

      2. Incorrect Signature
    • Signature Discrepancy: If the recorded signature on the delivery carrier’s portal does not belong to the recipient and the intended recipient did not receive the package, they must provide a sample of their signature as part of the claim to confirm the discrepancy.

      3. Stolen Packages
    • Value Threshold: For stolen packages with a value of €100 or more:
    • Police Report: A police report must be filed.
    • Documentation: The police report number must be included in the claim documentation.
    • Any available photo/video evidence (i.e. security camera footage)

      4. Damaged Packages
    • Photo Evidence: Customers are obligated to provide photo evidence of the damage.
    • Timing: We recommend taking pictures as soon as the damage is noticed.

      5. Claim Processing
    • Once you have completed the “help” portal instructions and submitted all the information & documentation requested, a new order will be created or your purchase will be refunded without fuss or further engagement.

      6. Required Documentation
    • Description: A detailed description of what occurred.
    • Commercial Invoice: A commercial invoice with prices for each item and the total included.
    • Photo/Video Evidence: Photo and/or video of the damage or any other relevant evidence (e.g., security camera footage).
    • Tracking Reference Number: The tracking reference number of the return shipping of your items (if applicable).
    • Police Report Reference Number: The police report reference number (if applicable).

      7. Timing

    - It is crucial that you submit you raise a claim through the Help portal with your evidence as soon as you can (observing the rules above to allow for any slight carrier delays). We only have 1 month from your order date to make a claim on your behalf and therefore we will be UNABLE to process you claim outside of this date, and will not be able to offer a resent order or a refund.

    - Please observe the timing instructions to fully utilise your Premium shipping cover.

  • WORKING DAYS AND HOLIDAYS:

    On the following holidays, packages are not shipped from our fulfillment center:

    December 25/26 & January 1/2

  • ORDER TRACKING:

    When your order is received in country, with your local delivery carrier, you will receive a shipping confirmation email. The email will contain shipping details, your tracking number, and a link to track the package. If you have not received an email, please check your SPAM. If you still have not received a tracking number, please contact us via the "Help" button on the website.

  • I HAVE NOT RECEIVED MY ORDER, BUT ACCORDING TO THE TRACKING INFORMATION, I HAVE. WHAT SHOULD I DO?

    It is important that you report that issue to us IMMEDIATELY. In order for us to successfully investigate with our Distribution Centre or shipping partners and replace the items, we must do within 7 days of the stated delivery date. This also applies to our customers who have purchased the Premium Shipping option, but we can act much faster to replacing your order without any 3rd party investigation delays. Please contact us via the "Help" button on the website and follow the instructions to raise a query/claim.

  • HOW DO I QUALIFY FOR FREE SHIPPING?

    We offer free shipping for orders over £35.

  • WHAT ELSE DO I NEED TO KNOW ABOUT SHIPPING & DELIVERY OF MY ORDER

    We cannot guarantee delivery times; they are indicative and for information only. Due to Shipping from our fulfillment centre in Netherlands, we always advise giving delivery 24hrs more before reaching out to customer services allowing your local carrier to have attempted delivery (even if slightly delayed). Experience tells us any delays incurred are no more than 24hrs.