Delivery & Returns
Delivery charges & dispatch
Delivery is charged as priced on each order. Once your order is placed it will usually be dispatched the same day or the next working day, depending on the time the order was placed. Orders generally need to be received before 1.30pm for same-day dispatch.
We are closed on Wednesdays, Sundays and bank holidays, and we do not dispatch on these days. "Next working day" therefore excludes Wednesdays, weekends and bank holidays, so please allow for this when estimating arrival.
Tracking & notifications
Most orders are sent using a tracked service. Please make sure you enter your email address and mobile number on your order so you can receive tracking and delivery notifications.
Cancelling an order
Before dispatch: you can cancel for any reason and we will refund you in full, including the original delivery charge.
After dispatch (your 14-day right to cancel): as an online customer you have the right to cancel within 14 days of receiving your goods. To do this, please contact us and return the item to us (see Returns & refunds below). You are responsible for the cost of returning the goods. We will refund the price of the item plus the cost of standard delivery. Where you chose an upgraded or express delivery option, we refund up to the cost of our standard delivery only, not the premium element.
Failed or refused delivery
If no one is available when our delivery partner attempts delivery, they will usually try again the next working day, or leave a card offering collection from a local collection point.
If you refuse delivery of goods, or are not available to accept delivery on both attempts, and the goods are returned to us, any additional carrier costs we incur as a result may be passed on to you. (This does not apply where you are exercising your right to cancel — see above.)
Delivery times & Royal Mail
Royal Mail staff and couriers sometimes leave parcels with a neighbour, in an outbuilding, or at the rear or side of the property. If a parcel is too large for the letter box, Royal Mail may return it to the local sorting office (not the local Post Office) and may not always leave a card advising you. Please check there before reporting non-delivery.
As a guide: First Class may take up to 4 days and Second Class up to 10 days. Tracked deliveries are 24- or 48-hour services but may take longer, especially around bank holidays.
Delivery areas & surcharges
All quoted delivery prices are for most UK mainland addresses. We will only deliver goods to the address provided on the order.
Restricted items
Due to postal restrictions we are unable to send liquids, batteries (including LiPo/LiFe) and aerosol products by Royal Mail. These must be sent by courier as they have to travel by road, which may affect delivery cost and time. We do not send fuel. If your order contains a restricted item, we will arrange courier delivery and will contact you if this affects the delivery charge before we proceed.
Damaged or missing items
All orders are double-checked prior to dispatch, and all items are undamaged when dispatched unless we advise you otherwise. We do not knowingly send out damaged items, and all items are packaged to normally avoid damage in transit — so even if the outer packaging is slightly damaged, the contents should usually be intact.
If there are any discrepancies with the items you receive, please contact us so we can check and resolve the situation. Please also check items for any defects or damage and let us know of any issues as soon as possible.
If the delivery package looks damaged, torn or open, it helps us if you point this out to the delivery personnel and note it when signing, as this supports any claim we make against the carrier.
If you ask us to leave a delivery in a particular place (for example, "leave in the front porch"), we cannot guarantee the delivery personnel will follow this, and we cannot accept liability for a parcel that goes missing or is stolen after being left as you requested.
Returns & refunds
Change-of-mind returns
If you change your mind, you may return your order within 14 days of receiving it. To qualify, items must be unused and in their original, unopened packaging and in a resalable condition.
- Return postage: you are responsible for the cost of returning the goods to us.
- Refund: once we receive and check the returned item, we will refund the price of the goods. The original delivery charge is refunded where you cancel within your statutory 14-day right; where a return is outside that right and accepted as a goodwill return, delivery charges may not be refunded.
- Please obtain proof of postage, as the goods remain your responsibility until they reach us.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or not as ordered, you have rights under the Consumer Rights Act 2015, including the right to a refund, repair or replacement.
- Return postage: we cover the reasonable cost of returning faulty, damaged or incorrect items.
- Refund: we refund the price of the item plus the original (standard) delivery charge.
- Please contact us as soon as possible so we can put it right.
How to return an item
Please download and complete our Returns form and include it with your return: Returns form (click to download)
Refund timing
Refunds are issued to your original payment method. We will process your refund within 14 days of receiving the returned goods.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.