Shipping policy

Customs and Import Taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs. We are not able to cover the costs of tax/charges.

International Customs tax/charges are not within our control so you may be required to pay this depending on your location.

Shipping Delays

We are not responsible for delays caused by shipping or customs. Please consult the tracking information in your dispatch email or contact your country customs authority. 

 

Lost, Stolen or Damaged Parcels

If your parcel has not arrived on time, please check the tracking link in your dispatch email for updates, as delays may occur. Please note that such delays are out of our control. If you selected Special Delivery Next Day and it has not arrived on the designated day, please get in touch.

If you believe your parcel is lost, stolen, or damaged, please contact us so we can assist you. If your items arrive damaged, please retain all evidence by photographing how the parcel arrived before opening it. Keep all packaging materials, as Royal Mail may require them for inspection.

If Royal Mail or the courier confirms a parcel as missing and agrees to compensate for the loss, we may be able to resend the item for you. However, if we are unable to assist with your case, you can make a claim directly with Royal Mail. Please retain your proof of postage, as this may be required for any claims.

If you have chosen to have your parcel left in a Safeplace or with a neighbour, this is done at your own risk. We do not accept responsibility for parcels that are lost or stolen after being delivered to a designated Safeplace or neighbour.

If you have any questions or need further clarification, please get in touch, we are always here to support.