Shipping, Returns & Refunds
COVID-19 Update - September 2021
The pandemic does mean some parcels are taking a little longer than our carriers specify. We send all orders will full end-to-end tracking so you'll know where your parcel is. Occassionally parcels get stuck in customs in the destination country due to staff shortages - if this happens please get in touch and we'll do what we can.
Brexit Update - September 2021
We now send all EU parcels by a special service where any customs fees, duty, VAT upon import of our products to the EU are automatically charged back to us. As a result you will not need to pay any additional import fees on our products.
We can ship to virtually any address in the world. Orders are processed on Tuesdays and Thursdays. Our courier services pick-up our parcels shortly after lunch time so if you are in a hurry to receive your item we recommend placing it on the preceeding evening, and we'll do our best to send it on the subsequent Tuesday or Thursday. Note that at extremely busy times this won't always be possible.
From September 2021 all orders are sent with full end-to-end tracking. You'll receive a tracking e-mail or SMS when your parcel is received by the carrier.
We offer free shipping on all UK orders, regardless of the order value or weight. Within the UK we use Royal Mail Tracked 48 (which typically takes 2-3 days from the date of postage). You will be sent a tracking number when your parcel is dispatched from our studio. At the checkout you have the option of paying a small additional charge for Tracked 24, which is a next-day service from Royal Mail. Also for any UK orders of more than £70.00 we'll automatically upgrade you to Tracked 24.
|Royal Mail Tracked 48||2-3 days from posting||Free|
|Royal Mail Tracked 24||1-2 days from posting||Free on orders of £100 or more, otherwise £4.50|
We offer free shipping to the EU and to Europe for all orders greater than £30. For EU orders we use the Parcelforce/GLS courier network, and all packages are sent as Delivery Duty Paid (DDP) - meaning you will not be asked to pay any customs fees to receive your parcel as these are billed to us. You will be sent a tracking number by e-mail when we dispatch your order. EU orders are sent by road, in eco-start vans.
|Parcelforce EuroPriority||3-9 days from posting||Free on orders greater than £70, otherwise £8|
We offer free shipping to the USA on all orders greater than £50, and on orders under $800 you should not need to pay any duty on import. We decide on GlobalPriority or International Tracked based on the weight on the parcel. You will be sent a tracking number after we dispatch your parcel.
|GlobalPriority / International Tracked||4-9 days||Free on orders greater than £70, otherwise £10|
Rest of the world
Shipping is free worldwide on all orders greater than £70. On orders under £70 you can pay £10 for delivery. You will be sent a tracking number by e-mail after your parcel is dispatched (please check your spam folder in case it ends up there).
We offers a full refund on most new, unused items returned to us within 14 days of delivery.
Refunds are processed within four weeks (usually much faster) of you giving the package to the return shipper.. This time period allows for transit times and bank processing times.
If you need to return an item, simply contact us at firstname.lastname@example.org and we'll guide you through the process.
Late, lost or missing items
If you think there's a problem with your order please get in touch so we can put it right.