As an ethical business, we try to charge a fair and reasonable price for postage.
We send our parcels via Royal Mail (or with the most cost-efficient courier for your package) and we expect that they should arrive within a reasonable time frame – although we do request that you are patient with us and with the courier, if things are a little delayed.
Our dispatch time
We may take up to two working days to package up your order and dispatch it to you.
Most of the time we can do this, within one working day, and sometimes we even manage it on the same working day as we receive the order! But please be prepared to allow us two working days to dispatch the order to you.
Postage times – within the UK
When we post something within the UK, we expect that it will arrive within three working days (normally including Saturdays) of the date we send it, which will usually be within two working days of receiving your order.
However, if it does not arrive on time, please do be patient, and give it an extra couple of days just to be on the safe side before contacting us.
Postage times – within Europe
When we post a something within Europe, we expect that it will arrive within about a week of the date we send it, which will usually be within two working days of receiving your order.
However, if it does not arrive on time, please do be patient, and give it an extra week just to be on the safe side before contacting us.
Postage times – internationally
When we post something internationally, we expect that it will arrive within about a week and a half of the date we send it, which will usually be within two working days of receiving your order.
However, if it does not arrive on time, please do be patient, and give it an extra couple of weeks just to be on the safe side before contacting us. It is our experience that sometimes international postage can take up to six weeks, which is exceptionally poor service, but unfortunately there is very little we can do about it once we have taken the package to the Post Office or to the courier.
While we are happy to send packages to any country in the world, we do recommend that you approach a more local supplier first, as this will drastically reduce the price of postage as well as the delivery time.
If you need something delivered faster than might be normal, please indicate this when you make your order. If it is especially urgent, then please do contact us about it, and we’ll do what we can to expedite your order. There may be an additional charge for this service that will have to be paid before we can arrange the faster (and more therefore expensive) delivery service.
Please note that there is an option for choosing and paying for a faster (and tracked) delivery service when you go through the checkout process.
VAT and customs – within the UK
We are not registered for VAT in the UK and so we do not collect or charge VAT on any of our orders. You should not experience any VAT or customs issues on your order.
If you live in Northern Ireland, then we will do our best to get your order to you in such a fashion that you do not have any VAT or customs issues to deal with. However, if the rules because of Brexit mean that customs needs to become involved for a package, then there is nothing we can do to get around that.
VAT and customs – within the EU
We will not add VAT to the price of your order, or collect any VAT, or arrange for the VAT IOSS at customs.
If you place an order with us, we will issue the invoice and take the payment without any VAT. When we dispatch the order to you, it will probably have to go through customs when it reaches your country, and you may need to pay customs, import duty, VAT, or other courier handling fees.
VAT and customs – internationally
We will not add VAT to the price of your order, or collect any VAT, or arrange to pay any local taxes.
If you place an order with us, we will issue the invoice and take the payment without any VAT or any taxes local to your country. When we dispatch the order to you, it will probably have to go through customs when it reaches your country, and you may need to pay customs, import duty, VAT, or other courier handling fees.
If a package is returned to us from customs
If a package comes back to us because it could not clear customs, we will contact you to let you know what has happened.
If the problem was our fault, we will offer a full refund or a second attempt without any additional postage costs.
If the problem was not our fault, because the customs duty or import VAT was not paid, then we can offer a partial refund minus the cost of postage, or a second attempt if a new fee is paid to us to cover the second round of delivery.
Your delivery address & contact details
When you place an order with us, please think carefully about your delivery address. Please choose an address where there will definitely be someone available to receive the package. This might need to be your place of work, or perhaps a neighbour, if your home is usually empty during the day. Needless to say, please do take care when entering your address, because we will send the parcel to whatever address you request of us, and we cannot be responsible if it turns out the address was not correct!
Similarly, please take care when entering your email address and phone number. The email address needs to be correct so that you will receive the order confirmation and updates about its dispatch; the telephone number may be required by the courier so that they can contact you if there is a problem with the delivery. If your contact details are incorrect then we will have a hard time keeping you up to date with what is happening.
If an order comes back to us because the postman or courier was unable to deliver it to you, then we will contact you to let you know what has happened.
We will be unable to refund to you the price of postage in these circumstances, and if you would like us to attempt another delivery, we will require an additional payment to cover the cost of booking the second delivery.
If we do not hear back from you within a month when we contact you about this matter, we will assume that you no longer want the item, and will cancel your order and issue a refund for the cost of the item minus anything paid for delivery.
Returning an item to us
If you need to return something to us, please contact us about it first.
If there was a fault with the item, then we will do what we can to make things right, which may include refunding the cost of postage to send it back to us (as long as you follow our instructions).
If you simply change your mind, or if you order an incorrect size, or anything like this, then you will need to bear the cost of posting it back to us, and we will need to receive the item before we can process any refunds (which will not include the cost of posting it to you in the first place if the delivery has already been arranged). Of course, if you change your mind about the order before we send it to you, then we can offer a full refund.
We do not charge a restocking fee for goods that are returned to us.
However, if goods return damaged, so that we cannot sell them again at full price, then we may refund less than 100% of what you paid for them, to reflect their loss in value.