Delivery & Shipping

[ms_accordion style=”simple” type=”1″ class=”” id=””] [ms_accordion style=”simple” type=”1″ class=”” id=””] [ms_accordion_item title=”1. Free UK Mainland delivery over £100:” color=”” background_color=”” close_icon=”” open_icon=”” status=”close”]Free standard delivery applicable on UK Mainland orders over £100 only.

Please note UK Mainland delivery excludes post codes beginning AB, KW, IV, PA and PH.[/ms_accordion_item] [/ms_accordion] [ms_accordion style=”simple” type=”1″ class=”” id=””] [ms_accordion_item title=”2. Our delivery process:” color=”” background_color=”” close_icon=”” open_icon=”” status=”close”]When you place an item in your shopping basket, you can use our delivery calculator to view the shipping cost. This way you know exactly how much you’re spending on delivery before you make any commitment to buy. Please ensure your delivery details and especially the delivery country is correct.

We‘ll send you an email when your order is dispatched and we use a signed for service for many orders, so it’s important that there is someone in to receive the goods. If this isn’t possible, we recommend you have it shipped to an alternative delivery address (such as your work, a friend’s or neighbour’s house). We can’t deliver to PO Boxes or pack station addresses. Delivery to hotel addresses will be at your own risk, please be sure to state your room number and dates of stay. We cannot be held responsible for parcels that have been signed for by hotel staff, that subsequently gets lost. Please note that delivery times quoted are for your guidance only and are not guaranteed. As we’re sure you know, nothing is 100% certain (especially when it involves the roads), and very occasionally the next day service isn’t. Generally however, there are no problems and your order will arrive as planned. The majority of our courier services offer a ‘Predict’ service. This is an SMS text to you on the morning of delivery outlining the timings of your delivery slot direct to your mobile phone. To receive this service, make sure enter your mobile number when placing your order, including country dialling code if outside of the UK. Most of our deliveries will occur between the hours of 08.00 and 19.00.

Please be aware that courier notes containing extra information for delivery are at the discretion of the delivery driver to comply with. We employ a signed for service in which the courier is expected to obtain a signature upon delivery. If a delivery note expressing alternate delivery instructions is complied with and results in a lost parcel, any claim for compensation would be invalidated.

If everything in your order is in stock, we’ll aim to send it out within a day or so. If something is out of stock, we’ll ship what we have and cancel the rest. You will be notified via email should this be the case.[/ms_accordion_item] [/ms_accordion] [ms_accordion style=”simple” type=”1″ class=”” id=””] [ms_accordion_item title=”3. Delivery pricing & timescales” color=”” background_color=”” close_icon=”” open_icon=”” status=”close”]UK Mainland (excluding post codes beginning AB, KW, IV, PA and PH):

Time to deliver < 2kg > 2kg
Free standard UK Mainland delivery on all orders over £75.00
Standard Up to 5 working days £3.50 £4.95
Express next day Up to 1 working day £6.95 £6.95*
Express by noon/1pm
Up to 1 working day £12.00 £16.00*

For all Express deliveries, please order by 2.00pm at the latest.

Express Next day orders placed after 2.00pm will be dispatched the following working day.

Weekends and public holidays are not considered working days.

*Express deliveries are charged per parcel and are capped at 30kg per parcel.[/ms_accordion_item] [/ms_accordion] [ms_accordion style=”simple” type=”1″ class=”” id=””] [ms_accordion_item title=”4. Damaged, incomplete & undelivered orders:” color=”” background_color=”” close_icon=”” open_icon=”” status=”close”]My order was damaged in transit, what do I do?

We do our best to pack each order thoroughly and carefully, but on occasion parcels do arrive damaged. In these instances please sign for the parcel as DAMAGED and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or are missing, please call us within 5 working days so we can raise a claim with the couriers. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time it may be rejected by the courier company. If you sign for a damaged parcel you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.

I have an item(s) missing from my delivery, what do I do?

Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above.

Our warehouse team will often wrap your items within blankets and in-between bolsters to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know or call our Customer Services team on 020 8529 4347.  Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) are out of stock.

Some items are shipped direct from supplier.

Some items we sell are shipped to you direct from our supplier, if this is the case you will receive your order in 2 or more parts. All products that are shipped out separately are clearly noted as such on our website. If you receive an incomplete order, please check your order to see if it contains one of these items.

Unfortunately, sometimes our inventory isn’t what we thought it was. 

We work very hard with our warehouse team to ensure our stock is correct, however sometimes things go wrong and what we think we have in stock is not what we have on the shelf.  If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). In these instances, you will be notified via email the following day and refunded in full for the missing item(s). We will also get back in touch when the item is in stock again, should you wish to place a new order.  We apologize in advance if this happens with your order.

I’ve been waiting for my order and it hasn’t arrived, what do I do?

We do our best to dispatch items in a timely fashion. From time to time a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find this in your dispatch email confirmation.
On the rare occasion some parcels go missing, usually, the goods have just been misplaced by the courier or mis-routed and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your dispatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order so depending on your location and delivery method, please use the following table to help you decide when to contact us. Although we may still be able to trace your items after the time stated, we will not consider claims for lost items or undelivered after the stated period.

Royal Mail/Airmail Courier Express
 UK  10 working days  3 working days

My parcel has not arrived, what do I do?

Occasionally orders are returned to us as undelivered. An order could be returned for one of the following reasons.

Incorrect address
If the address is incorrect, outdated or is rejected because it is a PO Box or pack station, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Failed delivery attempts
Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can’t successfully deliver your parcel it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Refused by recipient
When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn’t expecting a gift may refuse a parcel if they believe it’s being delivered to them by mistake. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
Illegible address
In rare cases address labels may become illegible in transit. If this happens a carrier will return the parcel to us. In these instances, we will reship free of charge.
Damaged in transit
If a parcel is badly damaged while it’s on its way to you the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.

For full details of our Terms & Conditions, click here.
[/ms_accordion_item] [/ms_accordion]