Shipping Delays and Damages

I've been very fortunate so far with both Royal Mail and couriers. However it's a fact of life that parcels sometimes arrive damaged, go missing in transit or get sent to the wrong place.

Damaged on arrival: 

Please TAKE PHOTOS of the damage. I can't claim on my postal insurance, refund you, or resend your parcel, without these.

Send me an email to let me know what's happened, with details and some close up pictures of the damaged items.  We'll work out what to do next from there.

 Parcels that haven't arrived in a reasonable time.

 This depends on what "reasonable" means - and I'm afraid the couriers / postal services dictate that. 

Please do contact me if your parcel has taken longer than you expected and I'll investigate. But I can't refund or replace items until the postal service has declared them lost.

 Domestic parcels - normally 15+ working days late is considered 'claimable'.

Overseas parcels - 25-30 working days late - sometimes longer. 

On tracked items, where the tracking shows the parcel has been delivered, but you haven't received it, you may have to file a mail theft report with local police before I can refund or resend the parcel.

​International shipping: 

 The shipping cost will be based on the weight and size of your parcel. If you'd like to see how much your order will cost to ship, just go through to checkout, add your address (or zipcode / postcode) and it'll show you.

Please bear in mind that overseas orders can be subject to unexpected and sometimes very lengthy delays that are outside of my control (eg hold ups in customs). 

​If you are concerned about local taxes and import duties that your parcel might attract, please check with your local tax / import duty authorities before you order.

Parcels sent to the wrong address / incomplete address / address questions.

Please check your shipping address very carefully! 

If you have additional details that a courier may find helpful to locate you (eg blue door, use code 01984 for entry) please add them at checkout - you will save everyone a lot of hassle during the delivery process!

If a parcel is delivered to the wrong place because of our error, we will either A) get the parcel redirected to you OR B) we will remake and resend your order.

If you have entered the incorrect address at checkout, we are happy to try to assist. But please bear in mind that this is often not possible once the parcel is in transit.

In this case, additional charges for redirection or redelivery are your responsibility. We do not offer refunds or replacements. 

NB: Shipping to Europe post-Brexit

As of 1st January 2021, shipping items from the UK to European Union countries is unpredictable.

New import duties and other charges are likely to apply. These may include import duties imposed by your local government, and courier charges imposed for collecting and handling these duties.

I know nothing about the tax and import arrangements in your particular area,  and I am not responsible for them. 

No refunds will be issued if your parcel is returned to me as a result of you choosing not to pay legitimate import duties.

If you are worried about having to pay import duty, taxes or courier charges, please check with your local tax / import duty authorities before ordering.