You may return most new, unused items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Tax and customs duty
As we fall under the UK VAT threshold, we do not add sales tax. However, your country might add sales tax, import duty and/or admin charges, e.g. EU, some like the USA have a very large duty free allowance. Your best source of such information will be your country's customs or tax authority.
It is your responsibility to be aware of the tax/duty implications and to pay any such charges promptly. If goods are returned due to non-payment, we will refund the cost of the goods, less shipping at cost. Refunds will only be made once the goods have arrived back with us. Resends will be charged carriage at cost.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next 100 grams.
In most cases, free shipping is offered for any order over £25. Please note that free Airmail is not a tracked service for orders under 2kg, you can upgrade to a tracked service for a £6 handling fee. Where viable, orders over 2kg will be upgraded to tracked courier free of charge at our discretion.
Tracking is an optional extra. It is your responsibility to monitor the tracking and respond to any issues, e.g. nobody in, address queries. If goods are returned as a result of failure to monitor tracking, you will be charged for re-delivery.
If the tracking number doesn't work and the method is Airsure, please try Royal Mail's own service at: www.royalmail.com/track-your-item. In all other cases, tracking is either via www.parcel2go.com or www.interparcel.com.
Late, lost or missing items
In spite of careful labelling and packaging, sometimes the postal service lets us down and orders are late or go missing. To minimise this, please check your address is complete with the correct postal or zip code and is current. If you get it wrong, i.e. different from the postal service databases, move house and don't tell the system that's not our fault! You might be charged for re-shipping of returns.
Often, a failed delivery is the problem, so please check promptly with your local delivery office or neighbours if this might have happened. The postman doesn't always leave a card saying you were out when they attempted delivery.
If you are outside the UK, please allow for customs delays or other issues like exceptional weather. Delivery times are estimated based on average times quoted by the shipper. Averages are just that, some might be fast and some much slower.
Tracking is only standard on orders over 2kg. However, remember that tracking doesn't stop things going missing; it only approximates where it disappeared!
Tracked and insured services are available by requested quotation for orders where standard options are quoted.