Shipping policy
UK Delivery & Dispatch
Delivery within the UK is fulfilled using Royal Mail or other nominated courier services.
Dispatch Times
Orders are processed Monday to Friday (9:00am–5:00pm), excluding public holidays.
All orders are processed on the next working day following receipt of payment authorisation.
- In-stock items: dispatch is typically within 1–3 working days
- Special order items: dispatch may take up to 14 working days or longer depending on supplier availability
Where an item is not immediately available, the order may be held until all items are in stock unless otherwise agreed. Customers may request split shipments where available, which may incur additional delivery charges.
Delivery Address Responsibility
Customers are responsible for ensuring that all delivery information provided is accurate and complete at the time of ordering.
We accept no liability for delays, losses, or additional costs resulting from incorrect or incomplete address details supplied by the customer.
Delivery Completion and Risk
Delivery is deemed completed once the order has been:
- delivered to the address provided by the customer, or
- delivery has been attempted by the carrier and recorded as such.
From the point of dispatch, responsibility for the goods transfers to the customer, including where a parcel is delayed, refused, or not collected from a delivery depot.
Failed Deliveries, Refusals and Non-Collection
Where a parcel is returned to us due to:
- failed delivery attempts,
- refusal of delivery,
- non-collection from a depot or collection point,
- or incorrect/incomplete address details,
the customer remains responsible for all original outbound delivery costs and any return charges applied by the carrier.
Re-delivery will only take place once additional shipping charges have been paid in full.
Where a refund is subsequently requested, deductions may be made in accordance with our Terms and Conditions, including outbound delivery costs and carrier return charges.
Missing or Delayed Deliveries
If an order is not received within the expected timeframe, customers must contact us so that an investigation can be opened with the carrier.
Carrier investigations typically require a minimum of 5–10 working days depending on service used. Replacement or refund decisions will only be made once the carrier investigation is complete.
Damaged Deliveries
If goods arrive damaged, customers must notify us promptly and provide photographic evidence where possible so that we can assess and resolve the issue.
Collection Orders
Customers selecting in-store collection will be notified when their order is ready for pickup. Orders must be collected within a reasonable timeframe unless otherwise agreed.
