Customer guide
Delivery & Returns
Delivery charges, estimated timings and the steps for returning an order.
Delivery charges
Your destination and order value determine the standard delivery charge. Free shipping applies automatically at the thresholds below. Checkout confirms the charge for your address before payment.
- United Kingdom£5.00 · free from £39
- United StatesUS$20.00 · free from US$100
- CanadaC$27.00 · free from C$100
- Europe — available destinations€15.00 · free from €100
- AustraliaA$30.00 · free from A$100
- New ZealandNZ$33.00 · free from NZ$100
- SingaporeS$25.00 · free from S$100
Prices use the currency of the selected market. Available destinations and services are confirmed at checkout.
When will my order arrive?
Check the delivery estimate on the product page for your selected item. Standard in-stock courier estimates are:
UK: 2–4 calendar days
1–2 days handling plus 1–2 days transit.
International: 4–6 calendar days
1–2 days handling plus 3–4 days transit.
These totals include handling and weekends, counted from the order date in GMT. Some items use a different delivery service or have a longer lead time; the product page gives the applicable estimate. Delivery dates are estimates.
Use the longer lead time shown on the product page. Where a ready date is shown separately, delivery follows once the item is ready, using the delivery period shown for that item. For booked deliveries, the delivery team contacts you to arrange an appointment.
We email dispatch or delivery-booking information and contact you if your estimate changes. Recipients pay any applicable local import duties and taxes; customs processing may affect timing. Read our Shipping Policy for full delivery information.
Returns and exchanges
14-day return request window
Tell us within 14 days after delivery if you change your mind. You then have a further 14 days to send the goods back.
New items and inspection
You may inspect goods as you would in a shop. Keep them in good condition and use original packaging where possible. Faulty or incorrect items are covered separately.
Postage and labels
Returns are sent by mail or courier to the address we provide. You arrange and pay return postage for change-of-mind returns. We arrange and cover it for faulty, damaged or incorrect items.
Exchanges and fees
Exchanges are accepted, subject to stock. We charge no restocking fee.
Opening ordinary or vacuum packaging does not automatically remove your cancellation right. The statutory hygiene exception applies only to sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not remove your rights for faulty goods.
How to start a return
- Request your return
Use the returns portal (you sign in with the email on your order), email us or call +447441395503. Include your order number and items.
- Get the return address
We provide return instructions and the correct return address. Any warehouse identification label is not prepaid postage.
- Send your items back
Send the goods to that address and keep proof of postage. Our Hanover Square registered office does not accept returns.
You may notify us by email or phone without giving a reason for a statutory cancellation. Read the Return & Refund Policy for full terms and statutory rights.
Refunds
Within 10 calendar days
Refunds are issued to your original payment method within 10 calendar days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to display the credit.
A statutory cancellation of a whole order also includes the original standard delivery charge. No restocking fee applies. Your statutory rights remain unaffected.
Need help?
Our UK team is available Monday to Friday, 9am–5pm GMT.