How soon will my order be dispatched?
We try to dispatch all items within 24 hours of the order being placed. As long as your order is received before 3pm it will usually be dispatched on the same day.
Which courier company do you use?
We partner with both Royal Mail and Hermes for deliveries. Most smaller items are dispatched with Royal Mail whilst larger items are dispatched with Hermes in the UK. International orders are usually sent through Royal Mail and will normally be tracked.
Can you tell me what day and time I’ll receive my order?
Once your order is dispatched, you’ll receive an email from us informing you about how the order was sent and what your tracking number is. If you order was sent with Hermes, they will either email or text you a delivery date and time, as well as information on how to reschedule the delivery if it is inconvenient for you. We’re unable to provide a delivery time slot for items sent with Royal Mail.
My parcel hasn’t arrived, what do I do?
If you’ve received an email from us informing you that your parcel has been dispatched but it hasn’t arrived yet, then the best thing to do is to check the tracking number for the parcel. If there’s no information available or the tracking doesn’t make sense then drop us an email at firstname.lastname@example.org and we’ll try to get to the bottom of it. Please make sure you have your order reference to hand. Please note we cannot investigate Royal Mail Parcels until 14 working days after dispatch.
I paid for Next Day Delivery on Friday, why hasn’t my parcel arrived today (Saturday)?
Orders placed with Next Day Delivery on a Friday are sent using a 24-hour service, but deliveries can only be made on working days (Monday-Friday). Orders placed with Next Day Delivery on a Friday will therefore arrive the following Monday.
Is there a cut off time for Next Day Delivery orders?
Yes, the cut off time is 11am for Next Day Delivery. We try to dispatch orders placed after 11am on the same day but we cannot guarantee anything after this cut off time. Your item will still be posted using a 24-hour service if placed after 11am(if you have paid for this service) but same day dispatch cannot be promised.
Can I get my order on a Saturday?
Orders sent with Royal Mail may arrive on a Saturday as part of their standard posting rounds. Hermes may deliver on a Saturday or on Sunday.
Do you post to America?
Yes, we’re happy to post overseas to America, Europe, Australia and in most other countries. Standard postage to America is £9.95 for small items up to 250 grams in weight but larger items may cost more to post. If this is the case, we will notify you by email. Please note you may be subject to customs charges that must be covered by yourself. If the item needs to be returned to us you are liable to cover return postage costs.
There’s something I need that I can’t find on your website, can you get it?
Yes! We often have items available that aren’t online yet so if there’s something you’re looking for just drop us an email on email@example.com and we’ll let you know if it’s available. If we don’t carry the item in stock, we may be able to order it for you so just get in touch and we’ll quote you a price and delivery timescale.
I bought something at a show, can I return it?
As a rule, we don’t accept items back from shows, but if you feel that it’s really no good please get in touch(firstname.lastname@example.org) and we’ll see what we can do. If we do accept it back, we must see a receipt and you need to cover the cost of postage back to us.
I’m confused about what size I need; can you help?
Of course! If you can’t find sizing information or would like advice on how an item fits simply get in touch by email and we’d be delighted to help.
I bought a present in November for Christmas but it’s no good, can I return it?
Yes, we have an extended returns period for Christmas presents until 14th January. Items must be unused and in their original condition with tags attached.
If you have any other query please drop us an email: email@example.com