Shipping policy
RETAIL CUSTOMER DELIVERY POLICY
Please ensure you read our Delivery Policy carefully - this is updated on a regular basis, with updates directly from Royal Mail at the bottom of the page.
1. When will my order be despatched?
We aim to despatch all orders within 2 working days of order confirmation.
Orders received after 6pm GMT or on weekends are considered the next working day.
Orders are despatched during our business operation hours Monday - Friday (9-6pm GMT). We do not despatch orders on weekends.
Once despatched, you will receive a system notification that your order is on its way. There are no tracking numbers available for standard or express delivery, so please do not expect this unless you have opted for Signed For Delivery. Further information is available on [5]
2. How long will this take?
We despatch via Royal Mail for all of our retail customer orders. Please see https://www.royalmail.com/sending/uk for timelines.
Please note, these are not guaranteed by us as these are services directly delivered by our courier partners like Royal Mail. In the majority of scenarios, this does arrive in good time. Please see [9] for more details on Royal Mail updates and services.
Please note, we cannot take responsibility for delays associated to both Christmas and COVID19. For details, please check: [9]
We are aware of delays being experienced by Royal Mail at this time. Unfortunately, these are outside of our control due to excess demands on their service and sickness and shortage in staff teams due to COVID19. We apologise in advance if there are any additional delays to receiving your order at this time.
If it has been 10 days post the service delivery times and you have not received your order, please reach out and we'll do our best to help.
3. What delivery options are available?
Delivery is FREE for ALL UK orders regardless of order size (no minimum spend limit currently applies) - this is sent by our standard delivery option.
You are able to opt for for an additional charge at checkout:
- Standard Delivery (Aim: 3-5 working days) - non-tracked.
- Express Delivery (Aim: 1-2 working days) - non-tracked.
- Royal Mail First Class Signed For - non-tracked with signature on delivery confirmation.
The delivery timings are are a guide and aim post our despatch timings and unfortunately not guaranteed. This is your personal choice on which option you choose and is subject to our chosen courier partner (i.e. Royal Mail) service nationally and in your area.
We no longer offer Special Delivery services for retail customers as Royal Mail are unable to guarantee the timings for delivery.
For business customers with larger volumes, please liaise with our customer services team who will provide tracking details for the courier service selected.
4. What is Signed For Delivery?
Signed For delivery is an optional paid for service upgraded at checkout. This is not an end-to-end tracking option like Special Delivery. The tracking link sent in the despatch confirmation will only provide an update once delivery has been attempted (not at each stage of the process). You may from time to time see when a parcel was 'accepted' at the beginning of its journey at a depot, but this is not always the case and should not be expected.
Royal Mail due to COVID19 have not been allowing customers to sign for deliveries, therefore, if you see a signature, it is likely a postal worker has signed on your behalf after confirming you have received the package.
5. Will I get proof of postage?
We will send a delivery despatch confirmation from our systems. You will unfortunately not receive anything further, until your parcel arrives unless you have opted for 'Signed For' [5]. We used non-tracked services as a standard. This means whilst the parcel leaves our premises and arrives to your location, we will be notified on delivery only. For the majoirty of our orders, these arrive safely and on time, but if there are any issues post 10 working days, please see [6] and [8] for further guidance.
For business customers, you will be provided with full tracking with the courier selected with full insurance (if this option had been selected)
6. What if I haven't received my order?
We can only intervene if your order has not arrived 10 working days afer the last possible day of the service chose. Please contact us after this period if your parcel has yet to arrive so we can see what options we have for helping to resolve.
Please note, there may be delays to service if there are further government interventions, national, local lockdowns or Royal Mail service delays.
7. What happens if the parcel could not be delivered to my chosen address?
Customers take full responsibility for addresses inputted into the system. We cannot unfortunately take liability for delays in reaching you or non-delivery if the address inputted is partially entered or incorrect.
We will be responsible for delivery up to the first delivery attempt. If you were not in, or this was not able to be delivered (i.e. if a royal mail postal worker leaves a calling card or you need to arrange re-delivery) this is the customer's responsibility to do so.
All of our deliveries provide us with confirmation that delivery has taken place.
8. What if the order is lost?
In the unfortunate circumstance; our courier partners loses a parcel; we will ask you to wait for 10 working days from when your delivery should have been due. This will allow us to rectify this for you where possible. If you have waited for 10 working days, please contact us and we'll figure out the best ways to resolve this for you.
Unfortunately, we cannot take liability for non-tracked services and for parcels once they leave our premises.
9. Where can I find the latest updates from Royal Mail?
Royal Mail Coronavirus Policy Page: https://www.royalmail.com/coronavirus
Royal Mail Changes to Service (COVID19): https://www.royalmail.com/d8/coronavirus-changes-service
Royal Mail Last posting dates (Christmas 2021): https://www.royalmail.com/christmas/last-posting-dates