Shipping policy

Order Processing & Dispatch

We aim to despatch all orders within 48 hours of receiving your order (excluding weekends and public holidays).

Once your order has been despatched, you will receive tracking details via email where applicable.

UK Shipping

We use Royal Mail for all UK deliveries.

Standard Shipping: Royal Mail 48-Hour Tracked Service
Estimated delivery: 2–3 business days
Express Shipping: Royal Mail 24-Hour Tracked Service
Estimated delivery: Next business day
Please note: This service is reliable but not guaranteed.

Delivery timeframes are estimates only and may occasionally be delayed due to factors outside of our control, including courier delays, weather conditions, high-volume periods, or other unforeseen circumstances.

We cannot accept responsibility for delivery delays once an order has been despatched.

International Shipping

For international orders, we may use one of the following couriers depending on destination and service availability:

Royal Mail
Evri
DPD
UPS

Delivery times vary depending on the destination country and customs processing times.

International shipping timeframes are estimates only and are not guaranteed.

VAT, Customs Duties & Import Fees (International Orders)

Orders shipped outside the UK may be subject to:

VAT
Customs duties
Import taxes
Handling or clearance fees

These charges are imposed by your country’s customs authority and/or courier.

Important:

These charges are not included in the price paid on our website.
We do not control and cannot determine the amount of these fees.
All customs charges are the full responsibility of the buyer.

Your courier or customs authority may contact you to arrange payment before delivery.

Refusal to Pay Customs Charges

If you refuse to pay required VAT, customs duties, or import fees:

The parcel may be returned to us, or
The courier/customs authority may dispose of the parcel.

If a standard, non-custom-made item is returned to us:

We will issue a refund for the item cost only.
Shipping costs are non-refundable.

Custom-made items are non-refundable. If a custom-made item is returned to us for any reason, including refusal or failure to pay customs charges, failure to accept or collect the delivery, an incorrect/incomplete delivery address provided by the customer, or the parcel being returned to sender, no refund will be issued for the custom-made item.

If the parcel is not returned to us and is disposed of, no refund will be issued.

Custom-Made Items

Please ensure all details are correct before placing an order for a custom-made item.

Custom-made items are made specifically to your requirements and are non-refundable.

If a custom-made order is despatched and subsequently returned to us for any reason, the item cost and original shipping costs will not be refunded. This includes, but is not limited to:

Refusal or failure to pay customs duties, VAT, import taxes, or other applicable charges
Failure to accept delivery
Failure to collect the parcel from the courier or collection point
An incorrect or incomplete delivery address supplied by the customer
The parcel being returned to sender following unsuccessful delivery attempts

This does not affect any rights you may have where an item is faulty, damaged, or not as ordered.

Lost or Missing Parcels

If your parcel appears to be lost or missing:

Please contact us as soon as possible.
We will open an investigation with the courier.
Investigations can take up to 30 days to complete.

If the courier confirms the parcel is lost, we will issue a refund or replacement once the investigation has concluded.

We cannot issue refunds for lost parcels until the courier’s investigation has been completed.

Delivery Delays

While we aim to meet estimated delivery times, delays may occur due to:

Courier network issues
Customs inspections
Weather disruptions
Peak periods (e.g. holidays)

Delivery times are not guaranteed, and we are not liable for delays once the parcel has been dispatched.

Important Reminder

By placing an order with us, you agree to:

Accept responsibility for any applicable customs charges
Allow sufficient time for delivery and investigation where necessary
Understand that delivery timeframes are estimates only
Ensure your delivery details are complete and accurate
Understand that custom-made items are non-refundable if returned to us for any reason, subject to your applicable statutory rights

If you are unsure about import duties in your country, we recommend checking with your local customs office before placing your order.