We’re here to help. If you’re looking for information on our service then we hope you’ll find the answers below. If you don’t (or you’d really rather talk to someone) then please don’t hesitate to get in touch - we’d love to hear from you.
Index
Postage & Delivery
Here are a few details about our delivery service and process.
When do we dispatch your orders?
We’ll send your order as soon as we can. If you place an order before noon on a working day then we should dispatch it on the same day.* If you place it after 12pm (or on a non-working day), it should be sent on the next working day.* (*Please be aware that during sales and busy periods, despatch can take longer.)
How do we send your orders?
We send all orders via DHL courier service. All our UK deliveries are Carbon Neutral.
Orders can be delivered to a home or business address of your choice, or you can arrange for delivery to one of a large selection of DHL ServicePoints.
We will normally send you a notification email when your order leaves our warehouse. The progress of courier deliveries in the UK can be tracked online and we will send you a tracking link in the confirmation email. Or alternatively you can track your order on the DHL tracking page here >>
On the day of delivery, you will receive an email from DHL with a delivery window, so you don’t have to wait in all day. This email will give you an opportunity to change the delivery address or time.
Our courier service requires that orders are signed for on delivery. As noted on the checkout page, please choose an address where someone will be available to sign for it.
Our courier will attempt to deliver to the original address twice. If no-one is in - and you haven’t contacted them to arrange re-delivery - they will deliver your order to a ServicePoint and you will need to pick it up from there.
All deliveries to ServicePoints must be picked up by you within seven days, or they will automatically be returned to us.
Collection instructions: when your parcel is delivered and ready for collection, DHL will send you an email. You'll need to bring a copy of the email and a photo ID (Driving license or passport) with you to collect your parcel. Orders must be collected within seven days, to avoid them being returned to sender.
For deliveries to the UK mainland, the courier will normally deliver 2/3 business-days after your order leaves our warehouse. Deliveries elsewhere may take a little longer.
UK delivery charges
- There is a minimum order value of £29.95, after discounts, excluding shipping.
- All orders will be sent via DHL. Charges start at £5.75.
- All orders over £50 will be delivered free of charge within the UK mainland (please note: the £50 spend is after all discounts have been applied and is exclusive of delivery)
If your delivery is to the Scottish Highlands or Shetland please select United Kingdom (Scottish Highlands), if it is to Northern Ireland please select (United Kingdom Northern Ireland) from the drop down menu on the basket page. Your delivery charges are the same as the rest of the UK mainland.
Please select 'Other Islands' for postcodes including: (including postcode prefixes, KW15-17 (Orkney), HS (Outer Hebrides), KA27 (Isle of Arran), KA28 (Isle of Cumbrae), PH42-44 (Eigg, Rhum and Canna), PA60-78 (Isle´s of Jura, Colonsay, Iona, Mull. Tiree & Coll) , PA42-48 (Isle´s of Bute, Islay & Gigha), TR21 - 25 (Isles of Scilly), PO30 - PO41 (Isle of Wight)
Regrettably at the moment we are unable to deliver to either Jersey or Guernsey.
Overseas Deliveries
We do not currently ship outside of The United Kingdom.
Packaging
Our packaging is environmentally friendly. We reuse cardboard boxes to send out orders where possible, and protect your precious cargo with a mix of biodegradable corn pellets and recyclable brown paper.
Our Returns Policy
If you wish to return an item, simply fill in the form below within 60 days of purchase and we’ll be in touch.
Returned items should be sent complete with their original packaging. If you’ve used the product and aren’t happy with it, or if you have changed your mind we will issue you a voucher code for the value paid (excluding shipping). However, if the item is faulty we will offer you a refund or replacement.
Please note, we cannot accept returns as a result of deliveries being delayed or late.
Parcel damaged during delivery? Please make sure you send photographs of the damaged box (including the shipping label) and the damaged items, so we can process a claim.
Exchanges
We’re happy to offer a replacement if the item is faulty. While we can’t exchange non-faulty items, we can offer you a voucher code.
If you’d rather not fill out the form, you can send us an email: [email protected] with your order number and reason for return.
What do I do if I want to return an item?
Please send an email to [email protected]
or you can call us on 0203 823 6629* with your order number and reason for return and we´ll get in touch.
*If you are calling from abroad please call +44 203 823 6629
We are unable to exchange items, unless faulty.
What if my item has been used?
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means that you are able to return it with the original packaging and labels, and that it's undamaged and unused.
For items that have been used/opened please contact customer services on 0203 823 6629, and if a refund is agreed, it will be in the form of vouchers.
Will my postage be refunded?
We will happily refund your postage if your item is faulty or not as described.
For full details please see our terms and conditions.