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What happens if my parcel gets lost?

Unfortunately, parcels do sometimes go missing in transit. If you think that this has happened, please contact us immediately at so that we can investigate.

Please note, if a parcel is lost, we have to allow the courier time to locate it and conduct their investigation. During this time we will do our best to keep you updated but will not be able to offer a refund or replacement until the investigation has concluded.


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 there’s a chance the courier may have been unable to deliver it; we always recommend you check for a card or with your neighbours in case they have signed for your delivery. 

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 both your contact number and email when processing an order through our store.

If you have checked these options and still can not locate your parcel, please email our customer care team at We will open an investigation with the courier.

The investigation with the courier can take up to 28 days. In this time they will try to locate the parcel. Any parcels that have had a signature release given, we can not be held responsible for.
We would like to kindly advise that we have to allow the courier time to conclude their investigation before we can proceed on to the next steps.

Can someone else sign for my delivery?

Someone else can sign for your delivery, however we accept no 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 can not retrieve them.

Do I need to sign for my delivery?

Yes, you will have to provide a signature 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 always advise signing for your order as customers are liable for any parcel left without a signature.

How do I track my order?

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

I’ve made a mistake can I change my order?

We will certainly do all we can to amend your order, however this is not always possible due to time constraints. If you do make a mistake when placing your order, please contact our customer service team as soon as possible on

Do you deliver on Bank holidays or 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.

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. Orders placed on a weekend or bank holiday are shipped the first working day back. 

During peak periods, including sales, it may take a few extra days for us to prepare your order. We will send confirmation details, including all tracking information, as soon as it’s shipped.

Will I be charged Customs and Import Duties?

We now have an EU warehouse, all EU orders are now shipped from this site, this should mean there should be no import charges, we would kindly suggest always checking with your local customs, to be certain.

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. 

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.

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.