1 – Where will my order ship from?

We provide free shipping for all orders within the United Kingdom and for orders above 350 euro for the rest of the world.

All EU orders are shipped from our warehouse in France and therefore are free of import taxes and duties. There are rare exceptions, please make sure to check your local customs.

UK orders are shipped from our warehouse in UK. Customs and duties are covered by Afterhours.

USA orders are shipped from our warehouse in UK and are charged customs and duties on orders over $800USD only.

Orders to other countries are shipped from our UK warehouse, please check your local customs and duties.

2 – Why haven’t I received my order?

You can track your order via the information given on the shipping confirmation email (waybill). If you haven’t received any, we advise checking the mail spam as well before contacting us at contact@afterhrs.com

Alternatively, there may be an address query that requires the courier to contact you. To help make delivery as smooth as possible please ensure you include correct details for both your contact number and email when processing an order through our online store.

Before contacting our customer service team, we always recommend you check for a card or with your neighbours in case they have signed for your delivery. 

If you have checked these options and still can not locate your parcel, please email our customer care team at contact@afterhrs.com and we will open an investigation. Please note you will need to do this within 30 days of your delivery date.

The investigation can take up to 28 days. In this time the courier company will try to locate the parcel.

Any parcels that have had a signature release given, we sadly cannot be held responsible for.  We would like to kindly advise that we have to allow the courier company time to conclude their investigation before we can proceed on to the next steps.  If you would also like to keep up to date with the investigation yourself, please quote the waybill number to the respective courier.

If delivery has been completed with our courier correctly, then sadly any parcels that are lost or stolen cannot be covered by us.

3 – When will my order be shipped?

We do our best to ensure that your order is shipped on the same day, if the order it’s placed before 2pm. Otherwise it will be sent out the next working day, at the beginning of the working schedule. Orders placed on a Friday after 2pm or bank holiday are shipped the first next working day. 

During peak periods, including sales, please allow a few extra days. We will send confirmation details, including all tracking information, as soon as it’s shipped.

Please note that all orders placed on a non working day will be shipped the next working day.

4 – Can someone else sign for my delivery?

Someone else can sign for your delivery, however we sadly cannot accept responsibility if the signature received at the delivery address is not the intended recipient.

With some courier companies it is possible to leave your parcel with a neighbour, in a safe place or collect from one of their many collection points. 

Any parcels that have been given a signature release, unfortunately cannot be refunded or replaced, if the courier has delivered correctly.

5 – Do I need to sign for my delivery?

Most courier companies, generally advise that a signature is needed upon receiving your order. However, it is possible to leave instructions for your parcel. You can advise the courier to leave the parcel with a neighbour, in a safe place or collect it from one of their collection points.

We would recommend- where possible- signing for your order as customers are liable for any parcel left without a signature if done at their own request.

6 – Do you deliver on bank holidays and weekends?

Expected delivery times do not include weekends or bank holidays. Some of our couriers do travel across weekends, often making for a shorter delivery time, but we cannot guarantee weekend delivery.

7 – Which couriers do you use?

We currently ship with DHL Express and Colissimo for worldwide orders and with DPD for orders in the United Kingdom.

8 – How do I track my order?

We will email you your tracking details once your order has been dispatched. The waybill / tracking number is the best way to track your parcel. If you have not received your confirmation, please contact our customer service team at contact@afterhrs.com.

If you are a worldwide customer, please track your parcel by entering the waybill/tracking number into the following:

For DHL Express website:

https://mydhl.express.dhl/gb/en/home.html#/createNewShipmentTab

For Colissimo or Chronopost website:

https://www.laposte.fr/outils/track-a-parcel

If you are an UK customer please track your parcel by entering the waybill/tracking number into the following DPD website:

https://track.dpd.co.uk/

9 – Will I be charged customs and import duties?

UK orders are free of taxes and duties as they are shipped directly from our UK warehouse.

All EU orders are now shipped from France, orders within the EU should therefore be free of taxes and duties, we would kindly advise checking with your local customs to make sure.

Australian orders are charged customs and duties on orders over $1000 AUD.

USA orders are charged customs and duties on orders over $800 USD. 

(Please note: Iceland, Liechtenstein, Norway and Switzerland are in the Schengen area but are not EU member states)

For other countries, customs and import duties are applied by local customs. Unfortunately, we are unable to provide an estimated amount for this. We kindly suggest that you contact your local customs offices before ordering to find out the exact cost that could potentially be incurred. Sadly any orders with customs duties on attached we cannot refund for.

We reserve the right to deduct any costs from your refund that we incur from parcels that are returned to us due to unpaid customs charges.