Shipping policy
1. Shipping time
Our standard shipping time is 4–12 business days from the date your order is placed, which consists of two stages:
Processing time: 1–4 business days
This includes order confirmation, customisation (if applicable), quality checks, and packing.
Delivery time: 3–8 business days
Delivery time depends on the destination and covers the period from our international shipping hub to your doorstep.
You can track your order at any time via the order tracking page in the top header menu. If you have any questions, feel free to contact us.
To avoid delivery issues, please double-check your shipping address before placing your order. If you spot an error, contact us within 12 hours so we can correct it before dispatch. We cannot change the shipping address after the order has been dispatched.
2. Providing the correct shipping address
Customers are fully responsible for entering the correct shipping address at checkout. A reminder to double-check this information is shown on the thank you page and in the order confirmation email.
If the address provided is incorrect and the parcel is:
- Delivered to that incorrect address: No refund or free reshipment can be offered.
- Returned to sender: A reshipment can be arranged for a reshipment fee. Alternatively, a refund may be offered minus the original shipping costs, which are non-refundable.
If the address provided was correct but the parcel was returned due to courier error (e.g., undeliverable despite correct information), we will reship the item at no additional cost.
3. Failed delivery or unclaimed packages
If a parcel is returned to our warehouse because the customer did not collect it or refused delivery, we can offer:
- Reshipment to the correct address for a reshipment fee.
- A refund, minus the original shipping costs (non-refundable) and any applicable restocking fee.
To be eligible for a reshipment or refund, the customer must contact us within 30 days of the original delivery or return attempt. Beyond this window, we cannot guarantee resolution.
4. Reshipment fee structure
| UK Order Total | UK Reship Fee |
|---|---|
| Under £20 | £5.99 |
| £20–29.99 | £7.99 |
| £30–39.99 | £8.99 |
| £40–49.99 | £9.99 |
| £50+ | £12.99 |
5. Lost or misdelivered orders
If a parcel is marked as “delivered” but not received, customers must notify us within 5 days of the delivery scan so that we can file a claim with the carrier within their deadline. We will ask the customer to:
- Verify the shipping address.
- Check with neighbours, household members, and the local post office.
- Confirm that the parcel was not left at a pickup point.
If the address was correct and the item is not recovered within 5 days, we will reship the item free of charge. If the customer entered an incorrect address, we may offer reshipment for a reshipment fee or a refund minus costs already incurred.
6. Tracking stalled or lost in transit
If tracking shows no movement for 10 or more days (excluding time spent in customs clearance), we will reship the item automatically at no cost. If the customer does not want a reshipment, we will cancel the reshipment and instead offer either:
- Reshipment plus a 10% refund.
- A full refund.