In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our Website.
This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our Terms and Conditions of Sale.
We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process. Please provide us with correct shipping/delivery information as we will not be held responsible for incorrectly entered addresses or an address that is not recognised by our selected courier.
You will receive an email at the address you have specified when your order has been dispatched – this email contains the tracking number to track your delivery online.
At this time we are unable to ship orders to General Delivery, P.O. Boxes, Jersey, Guernsey and the Channel Islands, Gibraltar, Poste Restante. Orders made to any of these addresses will be cancelled.
Your products will be dispatched within 1-4 weeks and any estimated dispatch date is an estimate, which can change without notice. Dispatch may be delayed in accordance with Section 4.5.
We do guarantee that unless there are exceptional circumstances all deliveries of products will be dispatched within 30 days following the later of receipt of payment and the date of the order confirmation.
Within UK we will deliver your products within 3-5 working days of dispatch. Deliveries may be delayed in accordance with Section 4.5.
The delivery periods set out in this Section 4 and 5 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we are not accountable for late deliveries.
Sometimes, for reasons beyond our control we may be prevented from delivering your products as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We are not responsible where this causes a delay or failure in delivering your products.
We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
Overseas orders will be delivered within 10 working days. Deliveries may be delayed in accordance with Section 4.5.
Our prices do not include import duties or other taxes that may incur. We do not cover any additional charges for customs clearance these must be paid for by you. Customs policies vary widely from country to country; please contact your local customs office or tax authority for information specific to your situation.
Delivery tracking is available in respect of all orders for our products.
To track your delivery, enter your order Tracking Number (which is provided in your order dispatch confirmation email) into our delivery service provider’s website.
All deliveries must be received in person at the delivery address, and a signature must be provided.
If you miss the delivery person, a card will be left to give you instructions to either arrange a redelivery or to collect it from your local sorting office / delivery depot.
We will not accept responsibility for loss or damage if the delivery company is instructed to leave the products unattended.
If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
If you experience any problems with a delivery, please contact using the Contact Form that we publish on our Website or otherwise notify to you.
If you change the delivery address once the products you purchase have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery, if the carriers are able to make the change. This will delay your delivery.
If our delivery service provider is unable to deliver your products, and such failure is your fault, and/or you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.
An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
In the case of a parcel being signed for and a delivery confirmation being available on the courier’s website, if the customer denies receiving the package, this is called a ‘Denial of Receipt’. Under these circumstances, we must contact the courier to confirm the delivery details, who will in turn contact the customer to ask for written documentation to be completed to confirm that the parcel has not been received. These circumstances must be mediated by the delivery service and we cannot take action until it has been confirmed whether or not the parcel was received by the customer.
Please check the products on delivery – any products found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within 2 working days of delivery of the products.
We cannot refund or replace products that are tracked as being delivered.
If the products you purchase are lost or damaged please report this to us within 2 working days of delivery of the products. 11.3
We cannot refund orders or send out a replacement until the delivery is confirmed to be lost. Lost deliveries must be confirmed by the delivery service themselves, and the time periods at which products can be confirmed lost depends on the delivery service used, and are detailed as follows: 10 working days to confirm a lost parcel within UK, 21 working days to confirm a lost parcel outside UK.