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Delivery and Return

Delivery, Returns and Refund Information

Delivery

  • Standard and Express delivery services are available for most of the countries that we ship to. 
  • Tracking is available on most Standard Delivery services and on all Express Delivery services. You will receive a despatch confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.
  • Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.
  • Our carriers deliver during normal business working hours and require a signature on receipt, so we suggest your order is delivered to a work address rather than a home address.
  • Your order will be sent out via the most suitable carrier, dependent on size and weight.
  • For overseas orders, any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.
  • Customs policies vary widely from country to country. You may want to contact your local customs office for further information. Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
  • If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Is my order on its way to me?

You'll receive a despatch confirmation email from us once your order is on its way, including the expected delivery date.
If your order is trackable, you can follow its journey by logging into your account here.
Make sure you check the expected delivery date on your email before contacting us about your order.

My order has not arrived yet?

If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:

  • Checking if you have an email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
  • If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.

I have received a faulty item

We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please email us with the order number, the faulty item's name and number, and a description of the fault.
We’ll get back to you within 24 hours and send you a replacement item as quickly as we can.

I have received an incorrect item in my order

We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please email us with the order number, the faulty item's name and number, and a description of the fault.
We’ll get back to you within 24 hours and send you a replacement item as quickly as we can.

An item is missing from my order

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact us with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

Buyers Protection:

Under PayPal payment, buyers are protected by the followings:

  • "Item Not Received" (INR): You did not receive the item you paid for with PayPal; or
  • "Significantly Not as Described" (SNAD): You received an item you paid for with PayPal but it is Significantly Not as Described (SNAD).

An item is "Significantly Not as Described" (SNAD) if it is materially different from what the Seller described on its website or in the item listing. Here are some examples:

  • The condition of the item was misrepresented. For example, the description when you bought the item said “new” and the item was used.
  • The item was advertised as authentic but is not authentic.
  • The item is missing major parts or features which were not disclosed in its description when you bought the item.

An item is not Significantly Not as Described  if it is materially similar to the Seller's item listing description. Here are some examples:

  • The defect in the item was correctly described by the Seller.
  • The item was properly described but you didn't want it after you received it.
  • The item was properly described but did not meet your expectations.
  • The item has minor scratches and was listed as used condition.

If the item is described as INR or SNAD, we will refund the buyer the full purchase price after we receive the item back.

For more information, please visit PayPal, https://www.paypal.com/webapps/mpp/ua/useragreement-full

If you wish to return the item which is not SNAD, restocking fee shall be imposed.

  • 0% restocking fee – If the product is still in its original stated, sealed and new and unused 
  • 30% restocking fee – if the product is opened but in as new condition and complete with full accessories.
  • 50% restocking fee or above – if the product has been switched on and used and there is visible defect such as scratch , dirt caused after handled by the receiver

Please contact us if you understood and agree to the above terms, our representative will provide documentation for you to return it with.

How does your delivery service work?

We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use a large network of couriers to deliver goods from ourselves to all over the world.
We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your order.
You can review our delivery options in more detail so you choose the one that best suits what you need.
To enable us to provide you with the best possible delivery experience , we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via E-mail.

Will  be charged customs and import charges?

Not in the UK or EU as all orders are dispatched from us in UK.
Unfortunately, we have no control over these charges for outside EU countries, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

 

**** MONEY BACK GUARANTEE - We offer our customer a complete peace of mind purchase for 7 days. Providing the order is new and sealed, you are welcome to return (at your cost) within 7 days. If the order is opened or used, a restocking fee is applicable (please refer to above Buyers Protection).