Delivery & Packaging
What are the postage costs?
If your order is under £150 (or equivalent in US$ or EUR), then you will pay one flat charge (see below). If your order is over £150, we won't charge you for postage and packaging. Our standard delivery charges are:
UK & Ireland UK £4.95 (or equivalent in US$ or EUR)
Elsewhere £12.00 (or equivalent in US$ or EUR)
Packages exceeding weight of 5kg may be subject to additional charges.
We sometimes run special offers on our postage charges - if we do, these will be clearly advertised on the front page of our website, and at the checkout.
IMPORTANT! Your country may charge you customs duties, the amount of which varies by country. Your country's customs department may also decide to arbitrarily hold your package for any length of time it so chooses. Please take this into account when ordering internationally.
What postal service is used?
We use Royal Mail postal service or Interparcel, the package is trackable and a signature will be required on delivery. If you are not home on delivery the package may be taken to your local sorting office for collection.
How long will it take to arrive?
Your order will take up to 5 working days in UK and Ireland and 10-14 working days in the rest of the world.
If you have ordered an item listed as temporarily out of stock then there may be a short delay in sending the product(s) out but you will be notified of this.
Please note that we cannot guarantee how long a package will take to arrive; the postal services at either end may be affected by circumstances beyond anybody's control.
What If I gave the wrong address for the package
We don't check delivery addresses individually, so please contact us on email@example.com as soon as possible. If your order is still in our warehouse, we'll do our best to change your address for you. If your order has left us, we won't be able to retrieve it. Packages sent to incorrect addresses do eventually return to us, so we can usually sort it out. We'll do our best to find a solution that works for you.
How are the parcels packaged?
All items are luxuriously gift-wrapped. A special note can be sent with the wrapping if required.
We use plain packaging externally with no branding or logos, and we give a discreet returns address on the outside of the package.
Some countries require a customs declaration to be completed for the goods, however, we use discreet product codes to describe the items that we send you. Customs officials will know what's inside the package, but nobody else will.
Can I pay extra to have my order delivered quicker?
Please contact us on firstname.lastname@example.org prior to placing your order and we will confirm the cost for you.
I've placed my order, but I haven't received it?
If it has been more than 14 days please contact us and we will check the status of your order. It may be that we have contacted you for additional information. Please check your emails, including your "spam" or "junk" folders, if you think that this may be the case.
At the time we ship your order, we will email you to confirm it has been dispatched along with the tracking number so you are able to track your parcel yourself. We are not responsible for lost or stolen items, or anything that happens to a package once it is in the hands of the Postal Service or other parcel services.