Shipping policy

 

PREORDER SHIPPING

all PREORDER products take around 4 to 6 weeks.

CUSTOMERS WILL BE UPDATED ON THEIR ORDER UNTIL IT’S ON YOUR DOORSTEP.

Please take note of this before purchasing any product.

Coverage & Carrier

We ship all orders bound for destinations in Europe using Royal Mail’s international services.

The zones we consider “Europe” correspond to Royal Mail’s “Europe” shipping zone. 



Available Service Options

 

Depending on the value, weight and urgency of the shipment, we use one of the following service levels:


  • International Standard – For non‐urgent parcels/letters to Europe: delivery aim 3-5 working days.  
  • International Tracked & Signed – For more valuable or time‐sensitive items: delivery aim 3-4 working days to major European countries. Includes signature on delivery and online confirmation.  
  • Additional options (e.g., economy or heavier parcels) may be available – though for Europe our standard services cover most shipments.  


Shipping Times & Transit

 

  • The above delivery aims are goals and not guaranteed; actual transit may vary due to customs, local postal handling, public holidays and other disruptions.  
  • Please allow additional time during peak periods (e.g., holidays) or for remote destinations.
  • Once dispatched, you’ll receive a notification (via email/website) with the tracking number (if applicable) and estimated delivery.
  • If a package is delayed significantly, we will work with Royal Mail to investigate, but we cannot guarantee earlier delivery beyond Royal Mail’s obligations.

 

Packaging, Addressing & Responsibility

 

  • Ensure you enter a correct and complete shipping address, including recipient name, street address, postal code and country.
  • For all shipments, you are responsible for ensuring that the goods are permitted for export and import into the destination country and that any required customs or regulatory paperwork is completed.  
  • We pack all items securely; however once the parcel is handed to Royal Mail their transit, handling and delivery fall under their terms and conditions.
  • In case of returned items due to incorrect address or non‐collection, any additional postage or re‐shipment costs will be charged to the customer.

 

Customs, Duties & Taxes

 

  • Where applicable, the recipient may be liable to pay import duties, taxes or customs clearance fees in their country. These are the responsibility of the recipient unless otherwise stated.
  • The sender (our business) will clearly declare the contents, value and nature of goods when required by Royal Mail or destination country regulations.  
  • Please note: shipments containing goods, commercial samples or merchandise may require electronic customs data/pre-advice in advance of dispatch. Failure to provide this may delay or return the item.  

 

Costs & Free Shipping (if applicable)

 

  • Shipping costs are calculated based on service chosen, weight, dimensions and destination.
  • If we offer free shipping promotions, the service level, destinations included and any minimum purchase thresholds will be clearly described at checkout.
  • In the case that additional charges (e.g., for remote area surcharges) apply, we will inform you in advance.


Returns & Undelivered Items

 

  • If a parcel is undelivered (e.g., due to address issues, customs refusal, or recipient not available) and is returned to us, we will notify you. Any additional return shipping may be charged.
  • For non-delivery that is the fault of Royal Mail (mis-routing, loss in transit), we will work with Royal Mail’s claims process. Note: Standard services may include only limited compensation.  
  • If you need to request a redelivery or reshipment, please contact us with your order number and tracking details.

 

Tracking & Support

 

  • For shipments via “Tracked” services you will receive a tracking number and link.
  • For untracked services, you will receive proof of dispatch but full tracking may not be available.
  • If you believe your parcel is significantly delayed, please contact us with your order number and tracking number; we will liaise with Royal Mail on your behalf.

 

Exclusions & Limitations

 

  • Some items may be prohibited or restricted for international shipping (e.g., certain chemicals, aerosols, perishable goods). It is the sender’s responsibility to ensure the shipped item is legally permitted for export/import.  
  • We reserve the right to select the appropriate service level based on weight, value or destination.
  • Please note: delivery aims are not guaranteed. While Royal Mail aims for 3-5 working days to Europe for many services, actual times may vary.  

 

Additional Notes


  • Working days exclude weekends and public holidays in the dispatching and destination countries.
  • For any questions about your shipment, please refer to the tracking link (if given) or contact our customer support.
  • In the unlikely event of severe international logistics disruptions (e.g., strikes, global events, major postal network issues), shipping times may be longer than usual; we will endeavour to keep you informed.