FAQs

Once your order has been dispatched, you will receive a confirmation email containing your unique tracking number. You can use this to track your parcel in real time directly on the Royal Mail website at royalmail.com. Please allow up to 24 hours for your tracking information to update after you receive your dispatch email.

If your order has not arrived within the estimated delivery timeframe, please allow a few extra days before getting in touch, as occasional delays can occur during transit or at customs for international orders. As a guide, please wait up to 5 business days beyond the estimated date for UK orders, and up to 21 business days for international orders, before contacting us. If your parcel is significantly delayed or has been marked as lost by Royal Mail, please reach out to us and we will open an investigation on your behalf and work to resolve it as quickly as possible.

If you are ordering from outside the United Kingdom, your parcel may be subject to customs duties, import taxes, or local VAT charges upon arrival in your country. These charges are set by your local customs authority and are completely outside of our control. You will typically be notified directly by your local postal service or customs office if a payment is required before your parcel can be released. Please note that customs fees are not included in your shipping cost and are the responsibility of the customer. If you are unsure what charges may apply in your country, we recommend checking with your local customs authority before placing your order.

We do accept returns, however the cost of returning items to our warehouse is the sole responsibility of the customer. We do not provide prepaid return labels. To be eligible for a return, items must be unused, uninstalled, and in their original packaging — we reserve the right to decline returns that do not meet these conditions. Once we have received and inspected your return, your refund will be processed within 5–7 business days. Please note that original shipping fees are non-refundable. To initiate a return, please contact us by filling the form on our contact us page with your order number before sending anything back.

Due to the nature of our business, all orders are processed promptly upon confirmation. We are therefore unable to make amendments once an order has been placed, including changes to items, quantities, or delivery addresses. If you believe you have made an error, please contact us immediately and whilst we cannot guarantee any changes can be made, we will do our best to help if your order has not yet been dispatched. If your order has already been fulfilled, you are welcome to return the items in line with our returns policy and place a new order.

You can reach us by filling the form on the contact us page. We aim to respond to all enquiries within 1–2 business days, Monday to Friday. Please include your order number in your message so we can assist you as quickly as possible.