When will I get my order?
Usually, it takes 1-3 days for us to prepare and dispatch your order. Orders made on our website are fulfilled from worldwide centres. Your shipping time depends on your location, but can be estimated as follows:
- UK: 2–`10 business days
- Rest of Europe: 8–14 business days
- USA: 5–14 business days
- Australia: 4–16 business days
- Japan: 6–14 business days
- International: 10–22 business days [Covid-19]
When will I get my order?
Our fulfilment times may be longer than usual and may continue to increase until things get back to normal after the pandemic.
Where will my order ship from?
As well as our headquarters in the London, we have on-demand order fulfilment centres worldwide.
Will I be charged customs for my order?
On rare occasions and for some regions an additional customs and tax fee may occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Double check that that the estimated delivery time (dispatch + shipping) for your region has actually been exceeded
- Check your shipping confirmation email for any mistakes in the delivery address
- Check if a delivery attempt has already been made
- Stop by your neighbours in case the courier left the package with them
- Ask your local post office if they have your package
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost provided your package was returned to sender. If your misdirected package was not returned to sender then we would have to create you a new order with fee according to our discretion.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, contact us at firstname.lastname@example.org.
I received part of my order. Where's the rest of it?
Rest assured that your complete order is on it's way. However, items are sometimes shipped separately when your order is being sent to you from multiple facilities. Our customers receive a reliable delivery service from fulfilment centres around the world. If you need more details on the current status of your order please don't hesitate to contact us.
I received a wrong/damaged product, what should I do?
We’re sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a weeks' time of receiving your order with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.