Delivery Information

All of your purchases are shipped very discreetly in a plain brown box with absolutely no indication as to the contents or where it has been sent from, so your absolute privacy is maintained.

Here is a photo of one of our actual delivery boxes, as you can see it is 100% secure and discrete.

By default we sent all goods using a trackable insured service.  This means that your parcel will never be left on the doorstep or with neighbours as it will require your signature.  This enables us to offer a guaranteed discreet service and peace of mind that no-one but you will receive your parcel.

Items that are in stock are usually dispatched within 24 hours from clearing payment.  If for any reason we are out of stock, please email us and we will endeavour to advise you of an estimated timescale.

We use Royal Mail’s services and Courier services.

We currently only ship within the United Kingdom

Your parcel will be dispatched based on your choice at checkout.

Royal Mail: You will need to sign for your parcel, if you are not in when their parcel arrives Royal Mail will keep it at your local sorting office for 7 days to enable you to pick it up. During this time you can of course arrange a convenient redelivery via the royal mail website (details of how to do this will be given on the card you receive through your door).  If the parcel has not been redelivered or collected after 7 days it will be returned to our warehouse.

Parcel Force: You will need to sign for your parcel, if you are not in when their parcel arrives Parcel Force will keep it at your local depot office for 5 days to enable you to pick it up. During this time you can of course arrange a convenient redelivery via the depot (details of how to do this will be given on the card you receive through your door).  If the parcel has not been redelivered or collected after 5 days it will be returned to our warehouse.

If your parcel is returned to us from any delivery service, then additional fees will be charged for redelivery. See below for the charges.

Standard Delivery Charges

Charges are based on a flat rate postage as follows:

Purchases up to the value of £50 = £2.99 
Purchases over the value of £50 = £FREE

Remote Location Delivery Charges

Certain areas in the UK actually cost us a premium to reach by courier. The most frequent are the remote locations in Scotland. If your parcel requires this additional shipping charge we will advise you.

Overnight Delivery Charges

Charges are based on a flat rate postage as follows:

Overnight by courier, delivery by 5pm = £7.99
Overnight by Royal Mail, delivery by 1pm = £9.99

Terms and Conditions for Overnight Delivery

Overnight orders must be placed with cleared payment by 3pm
Overnight is only a working day service, therefore orders placed on a Friday will be delivered on Monday and orders placed over the weekend will be delivered on Tuesday.

The Royal Mail overnight service can be used for parcels up to 2kg and any heavier parcels will be sent by courier as this allows us up to 5kg per parcel. 

We reserve the right to send goods by courier if when packaged they are too heavy for Royal Mail.

Sometimes a parcel does not arrive the next day, this is very rare with Royal Mail but occasionally couriers cannot find a property or there may be a delay somewhere in the delivery.  On these occasions, as this is out of our control, we will not issue any refunds. Simply as we don't receive a refund from the shipper.

Re-delivery Charges

In the event that you miss your parcel and do not arrange redelivery or collect it within the allotted timescales explained above and it is returned to our warehouse, then the following charges apply:

Royal Mail - £3.99
Courier - £8.99

Re-delivery for Returns, Exchanges and Faulty items.

If an item is returned because you don't want it anymore and an exchange is requested, then the redelivery charges apply.

If an item is returned because it is faulty and an exchange is requested, then there is no charge for sending a new item to you. (Items will be checked for faults and if deemed to be working correctly then redelivery charges apply to return the item to you).

Delivery Charges for Cancelled Orders

If an order is cancelled after dispatch then we are sorry but the delivery charge will not be refunded.

Tracking Your Parcel

In the unlikely event that your parcel seems to be taking longer than you expected to arrive you can contact us and we will track your parcel for you to find out where it is in the postal system, or we can of course provide tracking details for you to track the order yourself.

Royal Mail UK Fully Tracked Delivery

This is quoted as a 2 to 3 working day service, although current Royal Mail delivery standards state they expect 90% of mail to be delivered the very next day.

Please note, if the parcel has been longer than 4 days we advise you to first check with your local depot to see if the parcel has been attempted to be delivered.  This is because at present 85% of queries we deal with regarding mail not turning up is because the local postal worker hasn't done their job properly and has not left a calling card to say they attempted delivery and the parcel is just sitting at the depot waiting for collection without you being aware of this.

However if the local depot do not have the parcel, then you can use the tracking number we provide to track your parcel here:-

http://www.royalmail.com/portal/rm/track

Parcel Force Courier

This is a 1 working day service.

If your parcel has not arrived you can use the tracking number we provide to track your parcel here:-

http://www.parcelforce.co.uk

Lost Parcels

In the very unlikely event that your parcel gets lost in transit, we must advise that we do not replace it free of charge.  All parcels are sent via insured services and if it should get lost we will complete the claim procedure on your behalf and pass on all compensation.  So you will not be out of pocket, but whilst we complete this process should you wish to have a replacement package sent, then this must be at your cost.

A claim usually takes about 4 weeks to complete.

Royal Mail Procedure:-
1) We complete a claim form and provide the proof of posting and prove the cost of the goods.
2) Royal Mail processes the claim and will contact you direct by post to confirm the goods never arrived.
3) The claim is only accepted once Royal Mail receives your confirmation back.
4) We will then receive a cheque for compensation, and you will be credited the compensation amount in full.

Royal Mail currently loses approx 0.01% of our parcels, so do not be overly concerned about lost parcels.

Parcel Force Procedure:-
1) We complete a claim form and prove the cost of the goods.
2) PF and PFI process the claim.
3) We will then receive a cheque for compensation, and you will be credited the compensation amount in full.

Parcel Force International very very rarely lose anything, even less than Royal Mail, so again do not be overly concerned about lost parcels.