Shipping and Delivery

  1. Introduction

1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.

1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.

  1. Delivery methods and periods

2.1 We aim to dispatch within 24 hours of receiving an order. We deliver our products via DHL Express and delivery time is usually 1 to 2 working days from despatch depending on the destination country.

2.2 If you place your order by 3pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 3pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

2.3 The delivery periods set out in this Section 2 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

2.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

  1. Delivery charges

3.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

3.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

3.3 The price quoted on our website for shipping outside of the UK is for ‘Delivered At Place’ (DAP). It covers the cost of shipping but it does not include import tax, import duty, customs charges, courier tax collection charges or any other applicable fees. You are responsible for paying all import related costs. When the goods arrive at customs in the destination country, the courier will send an email to the address entered at the time of ordering stating the total charge payable, and how to pay it, before the goods will be delivered. If you decline to pay the charge then we reserve the right to pass on to you any charges we incur arising from the goods being returned to us. Any such charges will be deducted from any refund due.

  1. Delivery tracking

4.1 Delivery tracking is available in respect of all orders for our products.

4.2 To track your delivery, enter the tracking number provided in your order confirmation email into our delivery service provider’s website here:

  1. Receipt and signature

5.1 All deliveries must be received in person at the delivery address, and a signature must be provided.

5.2 Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.

  1. Additional deliveries

6.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

  1. Collection

7.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

  1. Delivery problems

8.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

8.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

8.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.