Delivery FAQs
How long does delivery take?
Orders are typically dispatched within one business day, and may be shipped sooner where possible. Standard orders with free shipping typically arrive within 3–5 business days, delivered via DPD, Evri, or Royal Mail depending on your order.
Do you deliver to PO Boxes or BFPO addresses?
No, we’re unable to deliver to Post Office Box addresses, British Forces Post Office (BFPO) addresses, or third-party parcel locker/pickup point services.
What happens if I choose a “safe place” delivery option?
If you select delivery to a safe place via our courier service, responsibility for the parcel transfers to you once the courier confirms successful delivery. We’re unable to accept liability for loss or damage occurring after this point.
Do you charge extra for the Scottish Highlands, Islands, or Northern Ireland?
Deliveries to Highlands and Islands postcodes, and to Northern Ireland, may incur an additional fee. This is calculated and displayed automatically on the website at checkout.
Do you ship to the Channel Islands or Isle of Man?
We do not currently offer shipping to the Channel Islands. Orders to the Channel Islands or Isle of Man may be treated as international shipments and subject to customs charges.
What if I refuse my delivery or no longer want the item?
If you no longer require an item after dispatch and refuse delivery, a flat fee of £9.99 will be deducted from your refund to cover return costs. If you’ve simply changed your mind before dispatch is refused, please arrange return of the parcel at your own cost.
Express Delivery FAQs
Who delivers Express orders?
Express Delivery is fulfilled via DPD’s 24-hour service. DPD will provide a delivery time slot and confirm this by text message on the day of delivery.
Can I get Saturday or Sunday delivery?
Saturday delivery is available for UK Mainland addresses only. Please select the correct option at checkout, with your order placed before 10am on Friday. For Saturday, Sunday, and Express Delivery options, we dispatch your order in good time to arrive on your selected day, but we cannot guarantee this in the event of an unforeseen issue or delay with the courier.
Is there an age requirement for accepting delivery?
Yes, the person accepting delivery must be aged 18 or over.
Faulty Items FAQs
My item arrived damaged or faulty – what do I do?
Please contact us within 48 hours of delivery so we can raise a claim with the courier. We may ask for digital photographs of the item and its packaging to support your claim.
Will I get a replacement or a refund?
We process a full refund once the issue is confirmed. Should you wish to receive a replacement, you’re welcome to place a new order.
Do I have to pay for return postage on a faulty item?
No, we cover return postage for confirmed defective products, excluding any packaging costs. Please ensure faulty goods are returned in their original condition, as any damage occurring during return transit may be the customer’s responsibility.
Can I order a replacement part instead of returning the whole item?
We don’t supply individual spare parts directly, but if a specific part is faulty, we may ask you to send it to us for exchange.
Returns FAQs
How long do I have to return an item?
Items must be returned within 30 days of receiving them.
What condition does my return need to be in?
Goods must be returned in their original, unused condition, with all accessories, instructions, and packaging intact. We’re unable to accept used items unless they’re faulty.
Can I return opened Health & Beauty products?
For hygiene reasons, we cannot accept returns of Health & Beauty products once the product seal has been opened.
How do I return an item?
Contact us via our Contact Us page, letting us know your order number and the reason for return. We’ll confirm authorisation and send you return instructions by email. Once your item is received and inspected, we’ll process your refund.
Do I need authorisation before sending an item back?
Yes, items must be authorised before being returned to us. Unauthorised returns may experience processing delays.
I have a DPD return label – where do I drop it off?
You can find your nearest DPD drop-off point at pickup.dpd.co.uk.
Can I cancel my order after receiving it?
Yes. Separately from our 30-day returns window, under the Consumer Contracts Regulations 2013 you have a legal right to cancel most orders within 14 days of receiving your goods, without needing to give a reason. Simply contact us within that period, and you’ll then have a further 14 days to return the goods. This does not otherwise affect your statutory rights under the Consumer Rights Act 2015.