Shipping policy

Delivery

1.1The goods are at your risk from the time of delivery.

1.2. Ownership of the goods shall not pass to you until we have received in full all sums due in respect of:

1.2.1. the goods, and

1.2.2. all other sums which are or which become due from you on any account.

1.3. We shall be entitled to recover payment for the goods even though ownership of any of the goods has not passed from ourselves.

1.4. If we have to re-deliver a parcel due to a fault of the customer, there will be a charge of at least £6.99 to cover our freight, shipping, and handling costs.

1.5. If we receive a returned parcel due to a fault of the customer, a £9.99 fee will be applicable for the insurance of the parcel as well as the postage fee and handling fee. If a re-shipment is chosen by the customer, the insurance fee will need to be paid as well as the re-shipment fee via a surcharge payment. If the customer chooses a refund, both fees will be deducted from the refund total.

1.6 A restock fee being 20% of the total order is applicable on all approved returns. All refunds will be issued solely as store credit for future purchases

1.6 We only ship to England, Wales and Scotland. We do not accept or ship orders for the EU, Ireland or Worldwide due to custom regulations. 

1.7 What Shipping Protection Covers

Shipping Protection is a customer service add-on and not an insurance product. It offers replacements or store credit for qualifying delivery issues at our discretion.

Shipping Protection provides coverage for the following:

1.1 Lost Packages

A shipment is considered lost if:

  • The tracking has not updated for 10 consecutive business days, or
  • The courier confirms the parcel is lost.

1.2 Stolen Packages

A package is considered stolen if:

  • The tracking shows “delivered,” but the customer did not receive the parcel.
  • A claim is submitted within 48 hours of the marked delivery time.

(Additional verification may be required.)

1.3 Damaged Packages

Shipping Protection covers:

  • Products damaged in transit.
  • Packages received with obvious damage to the contents.

Claims must be submitted within 48 hours of delivery and include photo/video evidence.

2. What Shipping Protection Does Not Cover

Shipping Protection does not provide coverage for:

  • Incorrect or incomplete shipping addresses supplied by the customer.
  • Deliveries sent to forwarding addresses or parcel lockers.
  • Delays caused by customs, courier disruptions, or severe weather.
  • Packages returned due to customer unavailability, refusal, or failure to collect.
  • Normal wear and tear to outer packaging.

3. How to Submit a Claim

To file a claim under Shipping Protection, please use our dedicated claim portal with:

  • Full name and order number
  • Description of issue
  • Photo/video evidence (for damage claims)
  • Proof of non-receipt if required

Claims must be submitted within:

  • 48 hours for stolen/damaged parcels
  • 7 days for lost parcels

All claims are reviewed on a case-by-case basis.

4. Refunds or Replacements

If a claim is approved, we will issue either:

  • A free replacement order, or
  • A store credit/refund (at our discretion)

Shipping Protection fees are non-refundable.

5. Customer Responsibilities

Customers are responsible for:

  • Providing the correct delivery address at checkout.
  • Ensuring someone is available to receive the parcel.
  • Promptly reporting any issues within the required timeframes.

6. Opting Out of Shipping Protection

If you do not choose to add Shipping Protection:

  • You accept full responsibility for lost, stolen, or damaged parcels.
  • We cannot provide replacements or compensation for courier-related issues.

7. Amendments to These Terms

We reserve the right to update or amend these Terms & Conditions at any time. The version active at the time of purchase will apply to that order.