Your order's journey

• Order confirmed
  The day you order
  A first email confirms your order and sums up your basket.
• Packed and shipped
  Within 24 to 48 hours
  Your order is checked and packed. A second email gives you your tracking number.
• On its way to you
  8 to 15 days
  Your parcel travels from our partner warehouse. Its tracking moves in steps, not every day: it only updates when the parcel passes a checkpoint.
• Delivered
  Usually 9 to 17 days from the moment you order
  The local carrier takes over and brings it to your door.

My tracking has not moved for days

This is the question we hear most, and it is nearly always fine. On a journey of 8 to 15 days, a parcel can go several days without a new scan: it is simply travelling between two checkpoints. The first scan can also take a day or two to appear after we ship.

If nothing has changed for 10 days, contact us with your order number. We will chase the carrier and keep you posted.

Other questions we get

I ordered several items and only one has arrived.

Orders with several items can travel in separate parcels and arrive on different days. Each parcel has its own tracking number. If one is still missing a few days after the other, contact us.

I never received a tracking number.

Check your spam folder first. If it is not there, the email address on the order may have a typo: contact us with your name and delivery address and we will find your order.

Can I change my delivery address?

Yes, as long as your order has not shipped. Contact us straight away with your order number. Once the carrier has it, we can no longer change it.

It arrived damaged, or it is not what I ordered.

Send us your order number and a photo. We will put it right and cover the return postage.

I live outside the UK. Will I pay anything on delivery?

Your country may charge customs duties or import taxes, collected by the carrier on delivery. Our Shipping policy explains it before you order.