Q. Is delivery really free?
A. . Yes* to the UK mainland and what’s more, for in stock items, our usual delivery time is 1-2 working days when you order before 3pm Monday to Friday, excluding bank holidays. To make things even easier we’ve added an estimated delivery date for your order which is confirmed at checkout and on your order confirmation email.
Note – For orders made after 3pm Friday, over the weekend or on a bank holiday we’ll dispatch your order on the following Monday or next working day.
*For delivery to Northern Ireland, UK Islands and the Highlands we’ll need to a charge a little more and it may take a little longer due to the location. If we need to charge you extra we’ll let you know during checkout.
Q. Can you deliver outside the U.K?
A. Of course! We can ship to most European countries at very reasonable rates, please call or email and we’ll get it sorted for you.
Q. What delivery services do you use?
A. Our usual courier for domestic deliveries is DPD. International deliveries will normally be sent via DPD International.
Q. Will I receive a tracking reference?
A. If we’ve got one, we’ll send it! Items sent with DPD International usually do have tracking references and we’ll include this information in your dispatch confirmation e-mail. To make it as convenient as possible, we’ll link you straight to your details on the courier’s website. Don’t panic if there’s no information immediately – couriers normally need some time to load new deliveries onto their system.
Q. My delivery is late. What should I do?
A. Don’t panic! On the rare occasions a delivery is delayed, we’ll do everything we can to solve the issue and get the item to you as soon as possible. Three things you can check:
- Your tracking reference on the courier’s website. If your item is being held by the courier, you might need to confirm some extra details (this can sometimes happen with tricky addresses). Just drop us a line with your full address details and a contact telephone number, and we’ll do the rest.
- The weather – if there’s snow or ice around, the courier might be having some temporary trouble getting to your door!
- Your calendar – if it’s a busy time of year (such as over the Christmas period), your courier might have a backlog, but he’ll be there as soon as he can. We’ll contact you as soon as we’re aware there’s a delay, but in the meantime if you’re worried about a delivery, just let us know and we’ll double check everything’s ok.
Q. My item will not arrive on the delivery date printed on my confirmation e-mail. What should I do?
A. We’ll always do our best to get your order to you double quick, but occasionally there might be a delay we can’t control. That’s why all the dates we give are estimated. This sort of thing is really rare, but it is more likely during festive seasons and periods of bad weather, so we do recommend that you place orders for important events (such as Christmas or birthdays) as far in advance as possible. If a delay does happen, we’ll let you know as soon as we can, and we’ll help you to make sure the order is delivered as soon as possible.
Q. What should I do if the box looks damaged on delivery?
A. It’s really important to us that all items arrive with you in good condition, but occasionally boxes might get bashed in transit. On delivery, if a box looks damaged, please do not refuse it. We work with our factories to make sure items are well protected, so your order should still be absolutely fine. Please do sign for the item as damaged, then open the box and check the contents thoroughly. If any of the contents are damaged, please either give us a ring or e-mail us and we’ll make sure it gets sorted. DON’T FORGET: We don’t want anyone to be disappointed, so we recommend that all orders are checked as soon as possible following delivery, even if the item is intended for a gift at a future date. We’ll only be able to assist with damages that are reported to us within 3 days of delivery.
Q. My item has arrived damaged. What should I do?
A. We do our best to make sure that all items arrive with you in good condition, but on the rare occasion that an item is damaged in transit, we’ll make sure this gets sorted for you. If any of the contents of your package are damaged, please contact us with photographs of the damage and we’ll make sure everything is put right. DON’T FORGET: We don’t want anyone to be disappointed, so we recommend that all orders are checked as soon as possible following delivery, even if the item is intended for a gift at a future date. We’ll only be able to assist with damages that are reported to us within 3 days of delivery.