Frequently asked questions
How much does delivery cost?
Nothing with our free DHL tracked delivery, available on every order to the UK and Europe. If you need it sooner, DHL Express costs £5.99 in the UK and £4.99 to Europe.
How long will my order take?
Free DHL tracked delivery usually takes 3–8 working days from your order, and DHL Express 2–5 working days. Both include the 1–3 working days we need to prepare and dispatch your order. See our Shipping & Delivery page for details.
Which countries do you deliver to?
The United Kingdom and most of Europe, including Ireland, France, Germany, Spain, Italy, Portugal, the Netherlands, Belgium, the Nordic countries, Switzerland, Norway and the rest of the EU. Available countries are shown at checkout.
Will I have to pay customs or import charges?
Not for orders to the UK or the EU. If a carrier ever asks you to pay import charges on a UK or EU order, contact us with the receipt and we will refund them in full. For Norway and Switzerland, local import VAT may be collected by the carrier on delivery.
How can I track my order?
We email you a tracking number when your order ships. Enter it on our order tracking page.
Which payment methods do you accept?
Visa, Mastercard and American Express cards, and PayPal. Every payment is processed securely and encrypted, and you always pay in pounds (GBP). See our Payments page.
Can I return something?
Yes. You have 30 days from delivery to return an item for a full refund. See our Returns & Refunds policy.
My item arrived damaged or faulty. What should I do?
We're sorry. Contact us within 30 days with your order number and a photo or video of the problem, and we'll send a replacement or a full refund at no cost to you.
Can I change or cancel my order?
If your order hasn't been dispatched yet, we can change or cancel it and refund you in full. Contact us as soon as possible. Once it has shipped, you can return it under our 30-day returns policy.
Why did my order arrive in more than one parcel?
Our products ship from different fulfilment partners, so orders with several items may arrive separately, each with its own tracking number.