Shipping policy
Everything you need to know about delivery, tracking and getting help with your parcel.
Delivery availability and charges
Enter your delivery address at checkout to check the available delivery options and charge. Your order total is confirmed before you continue to the payment provider. Availability and cost can vary by destination, order and any eligible delivery promotion. If checkout cannot provide an option for your address, contact us before ordering so we can check whether delivery is possible.
Preparing your order
We prepare orders after payment is confirmed. Please check your name, address, telephone number and selected products carefully before paying. If you notice an error, contact us as soon as possible with your order number. Changes depend on whether the order has already been prepared or dispatched. If an item becomes unavailable or we cannot fulfil your order, we will contact you about an alternative or refund. We will not substitute a product without your agreement.
Delivery estimates
Any dispatch or arrival estimate provided for your order is an estimate unless a guaranteed service is expressly offered. Timing can vary with your location, carrier availability, public holidays and events outside our control. For a date-sensitive order, contact us before purchasing. If delivery is delayed, contact customer care so we can check the latest information and help resolve it. Your rights where an order is late or cannot be delivered are unaffected.
Tracking your parcel
Use the private tracking link supplied for your order to view its delivery stage and any available carrier details or updates. Keep this link private, as it relates to your order. Carrier updates may take time to appear. If tracking has stopped updating, shows an unexpected status, or marks a parcel as delivered that you have not received, contact us with your order number.
Receiving your order
Check your parcel and items when they arrive. If an item is damaged, missing or incorrect, keep the packaging and contact us promptly with your order number and a description of the issue. Photos can help us investigate, but we will explain what is needed for your case. If a delivery attempt fails, contact us to discuss the next step. Any proposed redelivery charge will be explained before you agree to it. No delivery term limits your rights when goods are faulty or do not match your order.
Returns and customer care
Our Returns & refunds page explains how to request a return and what happens next. For delivery help, use Contact us and choose the delivery topic. Please include your order number and avoid sending passwords or full payment-card details.
Need a hand?
Our customer-care form is the best place to ask about an order, a product or these policies.