How your order gets to you, and what happens if something's wrong when it arrives.
Orders placed before 1pm are dispatched the same working day. On the rare occasion this isn't possible — stock, courier collection, or something outside our control — we'll contact you directly to let you know rather than leave you guessing. Orders placed after 1pm, or over a weekend or bank holiday, go out on the next working day.
We ship with Royal Mail Tracked 24 — their aim is next-working-day delivery from dispatch, though this is a service target rather than a guarantee, and Royal Mail's own network can occasionally run to their own timescales beyond our control.
You'll receive your tracking number once your order has been dispatched, so you can follow it directly with Royal Mail. If a delivery attempt is missed, Royal Mail will leave their own card with instructions for redelivery or collection — we're not able to change this part of the process once your parcel is with them.
Due to the nature of what we sell, we're not able to accept returns for a change of mind once an order has been dispatched — the products in our shop are sealed items where this is a standard and legally recognised exemption for health and hygiene reasons, the same basis most retailers of similar products operate on.
This doesn't affect your right to a resolution if something arrives faulty, damaged, or not as described — that's always protected, regardless of any returns policy.
If you open your order and notice any damage, please let us know as soon as possible with clear photographic evidence of the damage and the packaging it arrived in. We'll look into it properly and get back to you — we can't process a damage claim without photos, so please hold onto the packaging until it's resolved.
If anything here doesn't cover your situation, get in touch and we'll sort it out directly — every order is confirmed with you personally before anything is dispatched, so there's always a real person on the other end of this.