Shipping policy

Shipment & Delivery Policy

We are committed to ensuring your order is dispatched safely, accurately, and as quickly as possible. Please review the following information carefully before placing your order.

1. Delivery Services & Order Confirmation

We currently offer delivery via Royal Mail Tracked 48 (standard) and DPD (express courier) services.
Once your order has been placed, you will receive a confirmation email. A second email with tracking details will be sent once your parcel is prepared for dispatch.

If you have questions about your shipment, please don’t hesitate to contact us through our [contact form].

2. Processing Times

All orders are typically processed within 1–2 business days after payment is confirmed.
Orders confirmed before 12:00 PM (noon) may be dispatched on the same business day, though this is not guaranteed. Orders placed after 6:00 PM will be treated as next business day orders.

Note: Picking and packaging time is not included in delivery estimates. During peak seasons (e.g., holidays or promotions), processing may take up to 14 working days.

3. Estimated Delivery Times

All delivery dates provided are estimates only and not guaranteed. We are unable to commit to exact delivery times and are not liable for delays caused by:

  • Couriers
  • Weather conditions
  • Customs processing
  • Other unforeseen events

4. Missed Deliveries & Redelivery

If a parcel cannot be delivered and is returned to us, we will contact you to arrange redelivery.
Please note:

  • You will be responsible for any additional shipping fees incurred.
  • If multiple delivery attempts have failed and the parcel is successfully returned to us, a refund will be issued minus the original shipping cost and any return-related charges.

5. Damaged, Lost, or Incomplete Orders

If your order arrives damaged, incomplete, or appears to be lost in transit, please contact us as soon as possible via our contact form.

To file a claim, you must:

  • Retain all original outer and inner packaging
  • Provide clear, multi-angle photos of both the damaged packaging and the product
  • Claims cannot be processed without photographic evidence and original packaging. In such cases, we will not be able to offer a refund or replacement.

6. Delivery Liability & Safe Receipt

You are responsible for ensuring that:

  • The delivery address is valid and serviceable
  • Someone is available to receive the parcel at the time of delivery
  • You track the shipment and make appropriate arrangements with the courier

We accept no liability for any loss, theft, or damage after the parcel has been delivered, including:

  • If the parcel is left in a “safe place”, with a neighbour, or other location as instructed
  • If the parcel is delivered to a communal or unattended area (e.g., mailbox zone, lobby)

7. Delays & Investigations for Lost Parcels

In the event of a significant delivery delay:

  • You may be required to wait up to 30 days from the date of purchase for the parcel to arrive
  • If still undelivered after that period, we will begin an investigation, which may take up to an additional 30 days
  • We will issue a replacement or refund only once the investigation confirms the parcel is lost

8. Proxy Delivery Addresses (e.g., Parcel Motel)

We reserve the right to refuse orders that use third-party proxy delivery services (e.g., Parcel Motel or similar collection points).

By using a proxy address, you agree to:

  • Waive your right to claim for loss or damage once the parcel has been delivered to the proxy location
  • Accept full responsibility for any issues arising from errors, typos, or unclear information provided for the proxy address

9. PO Box Addresses
We reserve the right to decline delivery to PO Boxes. It is your responsibility to ensure that the PO Box is:

  • Valid
  • Accessible
  • Able to receive deliveries

If delivery fails due to an unserviceable PO Box:

  • All return or re-shipping costs will be your responsibility
  • A £20 administrative fee be charged

10. Final Notes

We do our best to ensure every order reaches you promptly and safely. By placing an order with us, you acknowledge and accept the above terms.

Should you have any questions or require support regarding your order, please contact us directly.

11. Delivery Acceptance & Inspection at Receipt

Upon receipt of your parcel, you are responsible for immediately inspecting the package and its contents.

If no issues are reported at the time of delivery, we will assume that the order has been received in full and in good condition.

We do not accept responsibility for any claims regarding missing, damaged, or incorrect items that are not reported within a reasonable timeframe.

To be eligible for a refund or replacement:

  • You must retain all original packaging (both inner and outer).
  • You must submit a claim within 72 hours from the date the courier marks the parcel as "delivered."
  • Claims submitted after this period will not be accepted under any circumstances.

We are not liable for any loss or damage that could have been identified at the time of delivery but was not reported within the above timeframe.

12. Disclaimer & Customer Responsibility

To ensure a smooth delivery experience, it is your responsibility to:

  • Provide a complete and accurate delivery address
  • Ensure that someone is available to receive the delivery
  • Track your parcel and make appropriate arrangements with the courier

We are not responsible for any issues arising from:

  • Incorrect or incomplete address details
  • Failure to arrange for someone to receive the parcel
  • Instructions given to leave the parcel in an insecure location
  • Use of proxy delivery addresses or PO boxes
  • We accept no liability for any delays, losses, or damages caused by factors beyond our control or arising from incorrect information or instructions provided by the customer.
  • Orders placed for B2B purposes, such as commercial use or styling, are not eligible for refund or replacement under consumer rights."

We accept no liability for any delays, losses, or damages caused by factors beyond our control or arising from incorrect information or instructions provided by the customer.

13. International Shipping

For customers outside the UK, please note:

  • International orders may be subject to import VAT, customs duties, and handling fees upon arrival. These charges are the responsibility of the customer and are non-refundable.

  • We do not charge UK VAT on orders shipped outside the UK, so there is no risk of double VAT being applied.

  • Delivery times vary by country and may be extended due to customs clearance or local courier processing.

  • We are not responsible for delays, costs, or issues arising from customs inspections or regulations in the destination country.