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1 – Where will my order ship from?
As we are just starting this journey, all orders placed on the website are shipped from our UK warehouse. We are planning to ship European orders from France in the near future. For now, we would kindly recommend checking your local customs and taxes before placing your order.
We provide free shipping for orders above 150 pounds within the United Kingdom and for orders above 600 pounds for the rest of the world.
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 it please contact us at firstname.lastname@example.org
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 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 email@example.com. We will open an investigation with DHL Express. Please note you will need to do this within 30 days of your delivery date.
The investigation with DHL can take up to 28 days. In this time DHL will try to locate the parcel.
Any parcels that have had a signature release given, we sadly can not be held responsible for. We would like to kindly advise that we have to allow DHL 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 DHL.
If delivery has been completed with our courier correctly, then sadly any parcels that are lost or stolen can not 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 that it’s placed if ordered before 2pm. Orders placed on a Friday after 2pm or bank holiday are shipped the first working day back.
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 can not accept responsibility if the signature received at the delivery address is not the intended recipient.
With DHL’s On Demand Delivery service 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 can not be refunded or replaced, if DHL has delivered correctly.
5 – Do I need to sign for my delivery?
DHL Express, generally advise that a signature is needed upon receiving your order. However, with DHL’s On Demand Delivery service it is possible to leave instructions for your parcel. You can advise DHL to leave the parcel with a neighbour, in a safe place or collect from one of their many 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 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 firstname.lastname@example.org.
If you are a USA or EU customer, please track your parcel by entering the waybill/tracking number into the following DHL Express website:
If you are an UK customer please track your parcel by entering the waybill/tracking number into the following DPD website:
9 – Will I be charged customer and import duties?
UK orders have customs and duties pre-paid.
Australian orders are charged customs and duties on orders over $1000 AUD when shipping from the UK to Australia.
USA orders are charged customs and duties on orders over $800 USD.
EU orders will face local customs and duties for the time being. We are working on opening a warehouse in France to avoid our customers paying local custom and duties.
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 can not 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.
All orders placed in the currency GBP will be shipped from our UK warehouse. We would kindly recommend checking local customs and taxes before placing your order.