Coronavirus, update 19th March 2020
Please note that we are not able to guarantee next day delivery on orders from the 19th March 2020. We are still offering a courier service and the courier is making best efforts to deliver in the current circumstances.
We will update this page should the situation change.
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2. Geographical limitations
2.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales, Northern Ireland, Andorra, Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Japan, Luxemburg, Malaysia, Malta, Netherlands, New Zealand, Portugal, South Africa, Spain, Sri Lanka, Sweden and United States.
2.2 We may from time to time agree to deliver products to other countries and territories.
3. Delivery methods & periods
3.1 If your order includes pre-order items an indication of the estimated dispatch date(s) for each item will be given within the cart and at checkout, these times are estimated and based on information given by our suppliers and are given in good faith. We cannot be held responsible for delays or amendments to dates and changes in availability.
3.2 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select Royal Mail 1st Class, and the typical period for delivery of products by this method is 2-3 working days; and
(b) if your delivery address is on the United Kingdom mainland, you will be able to select Next Working Day Courier, and the typical period for delivery of products by this method is 1 working day, some highlands and islands may take longer, please refer to the options available at checkout; and
3.2 If you place your order before 1pm on a working day, these time periods run from the close of business on that day; if you place your order after 1pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
3.3 The delivery periods set out in this Section 3 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
3.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
3.5 Where "Courier Economy UK" is selected we reserve the right to dipatch the item via an alternative service.
4. Delivery charges
4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
4.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5. Delivery tracking
4.1 Delivery tracking is available in respect of most courier options, it is not available for Royal Mail items.
5.2 To track your delivery, enter consignment/tracking number which is provided in your dispatch confirmation email into our delivery service provider's website which is provided in your dispatch confirmation.
6. Receipt and signature
6.1 Courier deliveries must be received in person at the delivery address, and a signature must be provided.
6.2 Our courier delivery service provider may notify you in advance of attempting to make a delivery requiring signature via email or text.
7. Additional deliveries
7.1 If an initial delivery attempt is unsuccessful, our courier delivery service provider may either leave the parcel at a local collection point or will make at least 1 more attempt to deliver the products in your order. Royal Mail will leave a card detailing how you are able to collect or re-arrange delivery of your products.
8.1 For courier items. if your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
8.2 For Royal Mail items. if your products remain undelivered after the initial delivery attempt the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
9. Delivery problems
9.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you. For Royal Mail deliveries we ask that you wait for 28 days for UK items and 40 days for overseas items prior to raising a lost item claim.
92 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
9.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.