FAQ

We ship to most places without any problems, although if you have any unusual issues with mail to your address, such as the regular mail service (USPS, Royal Mail etc.) not servicing your area, or you live in a remote area that may require additional shipping precautions please let us know beforehand and we can check that we can deliver.

We recently discovered that there are maximum dimensions for Guernsey, so it may not be possible to ship larger items there unfortunately.

If you have a query about shipping to an uncommon area or any other questions please just send us a message near the bottom of this page.

All packages are sent with tracking and can be tracked by viewing the individual order details via your ‘Orders‘ page in ‘My Account‘ and clicking the ‘Track’ button.

VAT and customs duties may apply for larger orders. It is generally EU countries that this applies to but for any country please ensure you check which charges may apply to your purchase before placing an order, as customs duties and VAT are the buyers responsibility.

Yes, in most cases you will need to personally sign for the package.

Occasionally customs hold ups, weather issues or holidays etc. may cause a small delay but generally 99% of orders arrive within the stated time frames.

After 4 weeks if there is no update on delivery we can look into it further from point of sending, and we consider a package to be lost and can refund the order if there’s no new tracking update after 8 weeks (thankfully not happened yet – touch wood!).

Packages returned to sender will be charged a restocking fee equivalent to the initial, real shipping costs.

Usually a package with a missed delivery or awaiting payment of applicable custom charges will be held for local pickup/payment with your postal service for around 14 days, before being returned to sender if unclaimed.

If this happens, we can re-send for you, although you would have to pay the real shipping costs for the re-send.

If you would prefer a refund, we can refund the order minus the initial, real shipping costs.

The real shipping costs are taken directly from the shipping labels, not the website shipping price (as we offer free shipping on all orders). The shipping labels/receipt show the actual, exact shipping costs.

We use this figure instead of a set restocking fee as every order is different in regards to shipping cost.

Example – You make a purchase of $200, with free shipping, but do not pay the customs charges or miss multiple delivery attempts, resulting in the package being returned to sender. Looking at the shipping label on the box and the postal receipt we can see that the initial cost for shipping was $25. After the item is returned, you would be refunded a total of $175 ($200 – $25)

If your item arrives damaged, please let us know within seven (7) days of receipt and retain both the item and the packaging so that we are able to start a claim and/or return with the carrier.

Simply contact us with photos of the damaged item and packaging and we will be able to start a return and/or refund or replace the item for you.

Without photos of the damage and the item being retained we would be unable to refund or replace unfortunately.