All delivery times quoted are from DATE OF DISPATCH, not date of order.
Working days are Monday to Friday only and exclude weekends and public holidays.
If we have to contact you to verify your age, this can cause a delay to the processing of your order. See Age verification for more details.
You will receive email confirmation once your order has been dispatched with the package tracking reference located near the bottom of this email, underneath your order details. Please ensure you add our address to your spam filter exclusions or regularly check your filtered mail otherwise you may miss this email, particularly if you use gmail.
Making changes to orders
Please be careful to place your order accurately and if in doubt, please contact us to ask any questions you have about the products you're ordering, prior to placing your order. Please pay special attention to ensure your billing and shipping addresses are complete and correct. Once your order is placed it goes straight into our system and the shipping label is generated using a direct connection with the shipping provider. Although we do everything we can to pick up on errors/typos, and changes or special requirements you ask for by email, we deal with many hundreds of emails a day and can't guarantee to read and act upon yours before your order is already processed and on its way to you. At particularly busy times such as during a new product launch, changes to orders are unlikely to be possible at all.
Combining separate orders
Please be careful to take the time to order everything you need on a single order. Combining orders can cause mistakes, particularly if you have selected different postage options for each order, so we never absolutely guarantee this. Our system may automatically combine separate orders if they are processed as part of the same batch and we are not able to refund any postal charges if you've placed multiple orders and they have been combined automatically by the system during processing. If you have specific requirements regarding combining orders, or delaying dispatch, please ensure you leave a note in the order comments section and we will do our absolute best to accommodate your request where possible.
The following methods require signature on delivery:
- DHL shipments to all destinations
- International Royal Mail shipments
- UK Special Delivery and Saturday Guaranteed
If a delivery has been attempted, and you weren't available to sign for the package and don't claim the package within a set period of time (this differs by country), the postal service will return the package to us. We will contact you in this instance to ask whether you'd like it resent (at your own cost) or refunded. If you opt for a refund, the postage costs we incurred on the unsuccessful delivery will be deducted from your refund (including instances where you received free Postage and packaging). We will not be able to resend your order prior to receiving the return of the undeliverable package. So be sure your address is correct and complete before you submit your order and that someone will be available at the delivery address to sign for the package.
Your specific delivery instructions
If you leave an instruction regarding delivery in the comments section regarding leaving a package in a "safe place", we will write your instruction on the package, but please be aware that it is up to the individual postal worker whether or not they will choose to follow your instructions, and because they are entirely responsible for obtaining a signature where required, they may not accept the risk of leaving packages without a signature in what they may regard as an unsafe place. The Citizens Advice Bureau do not recommend the practise of "doorstepping" packages, and because they have received so many complaints about packages having been left by postal workers and then stolen or damaged (left out in the rain), they have devoted an entire advice section on their site to this issue.
If you wish to arrange a permanent safe place option, we advise you to talk to your regular postie, or your local delivery office to set this up, and understand that this isn't a fail-safe option, since their temporary staff cover may fail to follow your safe place instructions on some occasions. If a delivery is attempted, and a card left to indicate this, we advise you contact them ASAP to collect the package, or rearrange delivery. If the package is returned to us, we will contact you to ask whether you'd like it resent (at your own cost) or refunded (minus the original P&P fee you paid).
Reporting non-delivery or loss
If you wish to query non-delivery, we ask that you please wait until the usual delivery time period has elapsed, as the shipping companies will not accept queries before this time.
We urge you to check our Current Shipping Status Page BEFORE you order for up-to-the minute information especially during seasonal periods.