Orders cannot be amended after payment. Any request to change an order that has been paid for will require the order to be cancelled and refunded and a new order to be placed by you. This is only available until the order has been dispatched. Once an order has been dispatched, we cannot cancel it. We do however accept returns of all unused products within 30 days of delivery.

Orders to the EU will be held until the buyer has confirmed they are aware and willing to pay any potential import duties and taxes. We are not liable or responsible for any of these charges. Please check with your local customs office for more information before ordering.

Other Worldwide orders will be shipped on time but are still subject to import taxes and duties if you exceed various import thresholds for your country or state. We are not liable or responsible for any of these charges. Please check with your local customs office for more information before you order.

During checkout you will be offered several delivery methods depending on the time of day, your order value and your country or postcode. Some options such as DPD are not available after 12 noon due to earlier collection times. UK Royal Mail options always remain available.

All orders placed before 2.30pm Monday to Friday will be shipped the same day excluding bank holidays or weekends.

UK buyers should be careful when ordering after 2.30pm on Thursday as unless you can select a Saturday Delivery option for your postcode, normal next day delivery options usually won't arrive until the following Monday.

Please be aware, severe weather or other events may delay deliveries in your area. Couriers may withdraw their guarantees in these circumstances, please check the status of couriers in your local area and consider how weather changes may affect your delivery before placing your order.

During strike action all delivery guarantees are void but we will try to make other couriers available and ship all orders ASAP.

We will ship your order using the courier and service selected at checkout unless we are prevented from doing so (on occasion couriers may change their delivery options and may no longer support delivery to your postcode or country or within the advertised timeframe). If for any reason we are unable to ship your order using the courier or service selected, we will either refund your order or contact you with alternative options.

Important - Please check the settings and preferences for your deliveries on any courier apps or accounts you may have before ordering, this should be done to ensure you are fully aware of any previous authorisation you have given for items to be left in a safe place or with a neighbour.

Some courier’s terms and conditions allow them to use any authorisation you have previously set on your account (or associated address) for safe place or neighbour delivery as permission for your current delivery even if you have not specified this for your current order. We will not be held responsible for any shipments delivered to a safe place or a neighbour unless the courier has breached their own terms and conditions.

Your delivery is considered complete when the shipment is delivered to the shipping address provided at checkout and shown on your invoice, or to a safe place or neighbour if applicable in line with the couriers and our terms and conditions.

Once delivery is complete the products are your responsibility. Please note our couriers are not required to deliver shipments to the person or company named on the shipping label, they are required to ship to the address on the shipping label (unless you have requested delivery to a neighbour, safe place or pick up store). In practice this means that your parcel may be given to another person or employee at your shipping address and we will not be held liable for shipments lost after delivery is considered complete.

It is your responsibility to ensure the shipping address entered at checkout and visible on your invoice is the full and correct address. Once your order has been placed and paid for, we cannot edit the shipping address. If you enter the wrong shipping address and complete payment for your order you must request a cancellation immediately via our customer service team to avoid your parcel being shipped to the incorrect address. We are not liable for any orders delivered to the wrong address if this is the address you entered at checkout.

A Photo may be taken upon delivery to the delivery location, a photograph of your shipment at the delivery location with or without GPS data will be evidence of delivery.

A Signature may be required for your delivery. Most “signed for” deliveries are now signed by the courier on your behalf and delivered through your letter box or if applicable a safe place or a neighbour - this started due to Covid 19. Parcels signed for on your behalf by the courier are still considered delivered and do not automatically qualify for a lost delivery claim unless GPS and delivery photos show the wrong location or address.

If you request that the signature requirement, be removed from your delivery or request that it be left in a safe place or with a neighbour, both we and the courier will not be held responsible for any loss or damage that may occur once your item has been delivered.

Your delivery is considered complete once it has been delivered to the safe place you requested or a neighbour. We will not be held responsible if you request delivery to a neighbour and the neighbour denies receiving your shipment.

If you have not selected safe place delivery and no one is available when your parcel is being delivered, the delivery driver may leave a calling card with instructions on how to retrieve your parcel. Some parcels may be left without a signature. Instead of a calling card an automated text or email may be sent instead.

All tracking numbers are added to your order within your online account with us, this enables you to track your own deliveries, but our customer service team are happy to assist you too.

If the delivery cannot be completed due to no one being available at the address and the shipment is not permitted to be posted through your letter box or does not fit, the shipment may be sent back to us. When a shipment is returned to us in this way only the items you ordered will be refunded at which point the contract of sale is considered complete.

You have 7 days to dispute the delivery of your shipment from the time the courier tracking states the shipment has been delivered. Please do not place orders if there is nobody able to confirm or dispute the delivery within this 7-day period.

Couriers often cannot open an investigation for a disputed delivery outside of this timeframe. Disputes submitted more than 7 days after the courier tracking states your shipment has been delivered may result in your claim being rejected. We reserve the right to request evidence during any disputes.

If you receive an incorrect order or incorrect items within the order, please inform customer services as soon as possible. Our customer service staff will advise how to return the whole order using our free returns labels. Mistakes may not be rectified or refunded until the original order has been received back at our return address. If you receive a wrong item, you must not use it as you will forfeit any right to return it.

You have 7 days from the date of delivery to report any missing or incorrect items in your order to customer services.

We resolve all missing item complaints utilising our barcode scanning system, synchronised to timestamped CCTV. This provides detailed videos of each item being scanned and packed and produces records including batch numbers of items sent plus the weight of the parcel dispatched.

If missing items are due to a packing error and are confirmed on CCTV, replacements or a refund will be issued.

If your parcel arrives damaged and items are missing, please take pictures or a video of the outer packaging immediately and send these to us via our customer service team. You must not use any of the remaining items within or dispose of the packaging before speaking to customer services. The damaged packaging is often needed in the event of a claim against the courier.

We will investigate and defend any suspicious claims. A proven fraudulent claim will result in the termination of your account and any associated discounts.