Delivery and Shipping
Normal operational hours: Our warehouse is open 5 days a week. Orders placed on the weekend will be shipped on Monday.
Please allow 5 working days for Royal Mail 24 and 3 working days for DPD Next Working Day before contacting us for non-delivery. In the event of an order not received during this time period, please contact us at firstname.lastname@example.org stating your full name and order number. For missing orders, we can make a claim with the courier. This can take up to 30 days to complete for domestic shipments, after this time period has passed, we can then refund or re-send the missing order. We regret that we cannot refund orders before the courier has completed their full investigation as the item may still arrive to you.
TRACKING YOUR PARCEL
NOTE: Tracking details may not be updated until the evening, when your order reaches the courier depot.
Please use your tracking number on your despatch email and visit:
If your order is delayed by more than +3 days, please contact email@example.com. Please note, if you request that your courier leaves your order in a safe place or with a neighbour, you assume responsibility for the security of the requested location. Once orders are placed they cannot be amended.
Royal Mail Tracked First Class
FREE / £4.50
£4.50 or FREE on all orders over £25
1-2 Working days
Order by 2pm for same-day despatch. Orders can be tracked. Orders over £100 will be upgraded to DPD. We highly recommend downloading the Royal Mail app on your phone or tablet, it can be used to easily view your parcel's tracking status and you will receive notifications too. For free delivery on orders over £25, please note that your order must be over £25 after any discounts, including loyalty points, have been applied.
DPD Next Working Day Tracked & Signed
FREE TO £5.95
£5.95 for orders under £30, £5.75 for orders between £30 and £120 and FREE on orders over £120
Order before 2pm for delivery on the next working day*. Delivery to some postcodes in remote areas can take up to 2 working days - please see below for a list of these postcodes. For Saturday delivery different charges apply, please note your order must be placed by 2pm on Friday for delivery on Saturday. For free delivery on orders over £120 and discounted delivery on orders over £30, please note that your order must be over the threshold after any discounts, including loyalty points, have been applied.
All orders can be fully tracked and will require a signature. Most orders will arrive next day. We highly recommend downloading the DPD app on your phone or tablet, it can be used to easily view your parcel's tracking status and you will receive notifications too.
For delivery to the following zones, please allow one extra working day.
Postcodes in the Isle of Wight, the Isle of Man: IM1-9, PO30-41
Postcodes in Ireland: BT1-71, BT74-82, BT86-88, BT92-97
Postcodes in the Scottish Islands and Highlands: IV1-28, IV63, PA20-38, PH19-26, IV36, KA27-28, PA41-48, PH31-44, IV40-56, KW1-17, PA50-78, HS1-9, ZE1-3
DELIVERY INFORMATION, TRACKING YOUR PARCEL & CUSTOM CHARGES
Once your order has been despatched and you have selected Tracked + Signed your order confirmation email will show your tracking number being used to deliver your parcel.
Please use the links at the top of this page to track your order.
* Please allow 5 working days for Royal Mail First Class and 3 days for DPD next day before contacting us for non-delivery. In the event of an order not received during this time period, please contact us at firstname.lastname@example.org stating your full name and order number. For missing orders, we can make a claim with the courier.
This can take up to 30 days to complete for domestic shipments. After this time period has passed, we can then refund or re-send the missing order. We regret that we cannot refund orders before the courier has completed their full investigation as the item may still arrive to you.
Please note: orders received after 2pm may be processed on the next working day. We will always endeavour to despatch your order as soon as possible, however despatch date and time may vary depending on the destination country and courier service used. If you have a query regarding the status of your order, please email us at email@example.com.
If your order arrives back to us for any reason, we will contact you as soon as possible. We will normally refund the full order or value to you, minus any shipping costs and a handling and packaging fee of £5.
If your order is returned to us more than once as undelivered, the order will be refunded minus all the handling fees and shipping costs incurred. We reserve the right to charge our handling fees associated to undelivered orders.
Due to the nature of our products, and to legally comply with the over 18 legislation, we use 1account software to verify the ages of our customers. If for any reason the software fails to confirm your age, you may also be asked to self-verify on the 1account website if using desktop or a pop up will appear if using a mobile. You can use your UK driver’s license, UK content-unlocked mobile phone, electoral roll details, passport or credit card. Once you have been verified through this process and have set up an account with us, you will not be asked to verify your age again.
Please note, if you have been asked to self-verify your order cannot be despatched until you have done so, and your delivery time frame will not start until your age has been verified