Our shop is based in the United Kingdom and this is where all orders will be despatched from. We have the ability to deliver our products worldwide due to our partnership with some of the world’s leading global courier services. We currently use Royal Mail for all ‘Standard’ deliveries and TNT and DPD for tracked or international deliveries. We may also offer services from DHL and UPS where available, and we reserve the right to change the courier for any tracked service so long as the terms of delivery remain the same.
Calculating the cost of delivery
Delivery charges will vary depending on the number of products you order, the weight and size of the products, and the destination that these items are to be shipped to. This is automatically calculated by our system.
All goods will be sent "DAP" - Delivered at Place - as standard. This means that we will arrange for carriage to the stated delivery address, but that the buyer remains responsible for all costs related to import clearance.
Some countries have strict rules around what goods can be imported and which cannot. Furthermore, the documentation that must be sent with an order can vary from country to country, and we may need to produce commercial invoices, certificates of origin, and other test certificates in order to ensure the goods can clear local customs. When this happens, our team will work to provide the required documentation and if there is a delay in obtaining this, we will contact you to let you know and to give you a revised despatch date. As soon as the all necessary documentation is available, your goods will be despatched. Please be aware that our team cannot be held responsible for a delay in shipping your goods when additional documentation has to be obtained.
Tracking your delivery
When your order has been despatched, we will provide a tracking number for the delivery via email if you have paid for a tracked service.
If you select Royal Mail delivery services, tracking details will only inform you that the goods have been despatched, and will only be updated once the goods have arrived at their final destination. Royal Mail may not be available for all countries if we believe that using the standard postal service will result in your order being delayed or lost. Please also note that this is not a signed for service and it only offers basic tracking information, and as such we cannot be held responsible for the goods once they have are in transit.
Where you select to have a tracked delivery service with TNT you will be able to track the delivery throughout the transit. These couriers will normally require a signature on delivery, and it will be your responsibility to ensure that there is someone at the specified address to sign for the goods. If on the delivery date you are not present to take receipt of your goods, our couriers will normally attempt a second delivery free of charge. If you need your goods to be delivered during a specific time window, it will be your responsibility to contact the courier to arrange an alternative delivery time.
Where possible, your order will be tracked by a member of the team until we have confirmation that the delivery has been made. We strive to offer the highest standard of customer service and will aim to reply to any enquiries that you may have within 24hrs. For enquiries regarding delivery of goods please contact us at firstname.lastname@example.org.
We aim to deliver all orders according to the following timeframes:
EU orders - postal service delivery - 7+ days subject to customs and import
Please note that this is an estimate, and delivery timescales are dependant on national postal services of which we cannot be held accountable.
We are only able to deliver to a normal postal address. This means that we are unable to deliver to PO Box addresses or to any other type of address where the customer is not available to take receipt of the goods on delivery.