Delivery Information

This page explains how orders are processed, tracked and delivered. Any delivery estimate shown before checkout forms part of the information supplied for that order. An estimate is not a guaranteed delivery date unless we expressly confirm it as guaranteed in writing.

Order processing

Before dispatch, we may carry out stock, address, payment and fraud-prevention checks. We may pause or cancel an unaccepted order where an item is unavailable, a price is clearly incorrect, delivery is not reasonably possible, or reasonable verification cannot be completed. If we cancel an item, the amount paid for that item will be returned to the original payment method.

Distributed fulfilment

Orders may be processed through different fulfilment centres and delivery networks. Items from the same order may therefore be dispatched separately, follow different routes or arrive on different dates. A partial delivery does not, by itself, mean that the remaining items are missing.

Tracking information

Tracking is provided when available. Tracking events are generated by delivery networks and can be delayed, incomplete or updated in batches. A temporary absence of scans does not necessarily mean that a parcel has stopped moving.

If tracking shows delivery but the parcel cannot be found, the customer should first check safe places, reception areas, household members, neighbours, delivery photographs and carrier messages. We may then open an investigation and request a signed non-receipt declaration or other reasonable evidence.

Delivery address and customer responsibility

The customer must supply a complete and accurate address. We cannot guarantee an address change after processing begins. Where a parcel is delayed, returned or lost because the address supplied was incomplete or incorrect, delivery was refused, access instructions were inadequate, or collection was not completed, we may charge or deduct reasonable redelivery, return or recovery costs where permitted by law.

A request to redirect a parcel after dispatch is subject to carrier capability and may create an additional charge. We are not responsible for losses caused by an unauthorised redirection arranged directly by the customer.

Delivery periods and delays

Where a delivery window is shown and accepted during checkout, that window is the expected delivery period. Customs checks, severe weather, transport disruption, peak-season congestion, security checks and local delivery restrictions may cause delay outside our reasonable control.

If delivery is materially delayed, contact us before making a replacement purchase or payment dispute. We will review the tracking history and available evidence, then provide the remedy required by the circumstances and applicable law.

VAT and import handling

Prices displayed to UK consumers include applicable VAT. For consignments valued at £135 or less, VAT is accounted for at the point of sale where required. For higher-value consignments, we use a delivered-duty-paid or equivalent arrangement where stated, so that mandatory import charges are not added unexpectedly at delivery.

If a delivery agent requests a charge that appears inconsistent with the order, contact us before paying it. Optional services, storage fees or costs caused by a failure to respond to delivery communications may remain the customer’s responsibility.

Evidence and resolution

For a delivery claim, we may reasonably request tracking details, delivery photographs, packaging images, confirmation of the address used, a non-receipt declaration or other information needed to investigate. A refund or replacement may be held while a genuine carrier investigation remains open, except where the law requires an earlier remedy.