Shipping policy

Last updated: August 2026

This policy explains how we process, ship and deliver orders, and what happens if something goes wrong along the way. Please read it before ordering, particularly the sections on delivery times and customs charges.

Order processing

Orders are typically processed within 1 to 3 business days of being placed. Business days are Monday to Friday, excluding public holidays. Orders placed on a weekend or holiday begin processing on the next business day.

During sales, product launches and peak seasons, processing can take longer. Orders may also be held briefly for routine payment verification or fraud screening, or where the billing and shipping details do not match.

Delivery times

The estimated delivery window for each product is shown on its product page and again at checkout before you pay. Because our products come from a range of different suppliers and warehouses, delivery times vary from product to product, and we ask that you check the estimate for the specific item you are buying.

All delivery times are estimates, not guarantees. They begin from the date of dispatch, not the date the order is placed, and they do not include processing time. Delivery can be affected by customs clearance, carrier backlogs, weather, seasonal volume, incorrect addresses and other factors outside our control. A delay alone does not entitle you to a refund, though we will always help you trace a delayed parcel.

Where orders ship from

We work with a network of suppliers, makers and fulfilment warehouses in several countries. Depending on the product, your order may ship domestically or internationally. The origin of a shipment does not affect our return policy or the support we provide.

Split shipments

If your order contains items held at different locations, they will be shipped separately and may arrive on different days, in separate packages, and with separate tracking numbers. You will not be charged extra for this. If part of your order has arrived and the rest has not, please allow for the delivery window of the remaining items before contacting us.

Tracking

A tracking number is issued once your order has been dispatched, normally within 48 hours of dispatch. Please allow up to 72 hours for tracking information to begin updating; new tracking numbers often show no movement at first while the parcel is scanned into the carrier network.

Tracking pages are operated by the carriers, not by us, and their status updates can lag behind the parcel's actual position, particularly during international transit and customs clearance.

Shipping costs

Shipping costs are calculated at checkout based on the destination, the items in your cart, and the service selected. The full cost is shown before you confirm payment. Where a free shipping threshold or promotion applies, the qualifying conditions are shown at the time of the offer. If an order is later partly returned and falls below the qualifying threshold, the value of that shipping benefit may be deducted from the refund.

Customs, duties and import taxes

Orders shipped across borders may be subject to import duties, customs charges, handling fees and local taxes levied by the destination country. Unless these charges were expressly collected at checkout, they are the responsibility of the recipient and are payable in addition to the price of the order.

These charges are set by the destination country's authorities, not by us, and we have no way of predicting or controlling them. We cannot mark parcels as gifts or declare a value lower than the amount paid, as doing so is unlawful.

If customs charges are refused, the parcel may be returned to sender or destroyed by the authorities. Where a parcel is returned for this reason, the order will be treated as a change-of-mind return, and shipping and carrier return costs will be deducted from any refund.

Delivery addresses

It is your responsibility to enter a complete, accurate delivery address at checkout, including any apartment, unit or building number. We are not able to redirect a parcel once it has been dispatched.

If you notice an error, contact us through our Contact page immediately. We can usually correct an address within 12 hours of the order being placed, provided it has not entered fulfilment. Orders shipped to an address supplied incorrectly, or returned as undeliverable for that reason, will be refunded less shipping and any carrier return charges once the parcel comes back to us.

We may be unable to ship to PO boxes, parcel lockers, freight forwarders, military addresses or certain remote regions for some products or carriers.

Failed, refused and unclaimed deliveries

Where a delivery attempt fails, most carriers leave a notice and hold the parcel for a limited period before returning it. It is your responsibility to arrange redelivery or collection within that period. Parcels that are refused at the door, or returned to us unclaimed, are treated as change-of-mind returns, with shipping and return costs deducted from the refund.

Lost or missing parcels

If tracking shows no movement for 10 consecutive days, or the estimated delivery window has passed without your order arriving, contact us through our Contact page and we will open an investigation with the carrier. Carrier investigations can take up to 21 days to complete. Once a parcel is confirmed lost, we will send a replacement or issue a full refund, at your choice.

Where tracking shows an order as delivered but you have not received it, please check with neighbours, household members, building reception and any safe place used by your carrier, and contact the carrier directly, before opening a claim with us. Once a carrier has recorded a parcel as delivered to the address provided, we may be unable to offer a refund or replacement for theft occurring after delivery, though we will always assist with a carrier claim.

Damaged parcels

If a parcel arrives visibly damaged, photograph it before opening where possible, and photograph the contents afterwards. Contact us through our Contact page within 7 days of delivery with those images and we will arrange a replacement or refund. Please keep the damaged packaging until the claim is resolved, as carriers sometimes require it as evidence.

Changes and cancellations

Orders can usually be changed or cancelled within 12 hours of being placed, provided fulfilment has not started. After that point the order is committed and must be handled as a return once it arrives. Requests should be sent through our Contact page as early as possible.

Circumstances beyond our control

We are not liable for delays or failures in delivery caused by events outside our reasonable control, including extreme weather, natural disasters, public health measures, strikes and labour disputes, carrier or supplier failure, customs and border delays, civil unrest, or acts of government.

Questions

If you have a question about shipping, or need help with an order in transit, please get in touch through our Contact page.