Answers
Questions people actually ask
These are the real ones, in the order people ask them. If yours is not here, write to us and a person will answer.
How long will my order take?
We pack within one working day of your payment clearing. The delivery time after that depends on your address, which warehouse your item ships from and which service covers you, so we show the estimate at checkout for your actual order rather than printing one number that would be wrong for most people. If we cannot get an estimate at that moment we tell you, rather than guessing, and the dates appear on your order page once the parcel is booked.
Where do you ship from?
Our manufacturing partners are overseas, which is why the prices are what they are and why delivery takes longer than a local warehouse. Any delivery window you see on this site comes from the partner shipping your actual order, not from a number we made up.
Will I have to pay customs or import duty?
Sometimes, depending on your country and the value of the order. That charge comes from your government rather than from us, and it is not included in what you paid. If it applies, the carrier contacts you before delivery.
Can I track my order without making an account?
Yes. Go to Track Order, enter your order number and the email you used, and you will see exactly where it is. No account needed.
Who pays return postage?
If we got it wrong, we do. Wrong item, damaged, faulty, not as described: you will not be out of pocket. If you simply changed your mind, you pay the return postage and we refund the price of the item.
What if my parcel never arrives?
Tell us. If tracking has not moved in seven days we chase the carrier on your behalf. If it is genuinely lost you get a full refund or a replacement, whichever you prefer.
What if it arrives damaged?
Open your order, choose Request a return, and add a photo of the damage. That is all we need. We do not ask you to send it back before we sort you out.
How do I know this is a real shop?
Fair question, and one worth asking of anywhere new. Our full company terms, shipping policy and returns policy are written out on this site in plain language rather than legal fog. There is a contact form that a person answers. And every order is tracked end to end, so you are never left guessing.
Is my card safe?
We never see your full card number. Payment is handled by our payment provider and your card details go to them, not to us. We only ever store the last four digits so you can recognise the payment.
Can I change my address after ordering?
If it has not shipped yet, yes. Contact us with your order number as soon as you can. Once it is with the carrier the address is fixed.