Shipping policy
Shipping & Delivery Policy
Order Processing
While most orders are processed same day some orders may take 1–2 business days for processing and preparation before dispatch.
Business days are Monday to Friday, excluding weekends and UK public holidays.
Orders placed after 12:00pm (midday) are treated as being placed on the next business day.
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Shipping Times
All delivery times are estimates, not guarantees.
Typical transit times after dispatch:
• UK: 1–3 business days
• EU: 5–10 business days
• International: 10–25 business days
Delivery times may vary due to courier performance, customs processing, peak trading periods, or events outside our control.
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Courier Responsibility
Once an order has been dispatched and handed to the courier, delivery is the responsibility of the courier.
We are not liable for delays caused by:
• Courier network disruption
• Weather conditions
• Industrial action
• Customs inspections
• Peak periods (including Christmas and public holidays)
For this reason, delivery dates are not guaranteed.
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Peak Periods & Holidays
During peak trading periods, including Christmas, dispatch and delivery times may be extended.
Orders placed close to public holidays, advertised closure periods, or last posting cut-off times are placed at the customer’s own risk.
Closure dates and cut-off times are communicated on our website and related channels.
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Chargebacks & Payment Disputes
Required Waiting Period
Customers must allow a minimum of 10 working days after the latest estimated delivery date before initiating a chargeback or payment dispute.
This allowance exists to account for:
• Courier delays
• Network congestion
• Seasonal demand
• Events outside the control of the business or courier
Initiating a chargeback before this period has elapsed is considered premature.
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Premature or Unjustified Chargebacks
Chargebacks raised:
• While an order is within stated processing and delivery timeframes, or
• While tracking confirms the order is dispatched or in transit
will be formally contested with the payment provider in line with Stripe, Visa, and Mastercard dispute rules.
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Administration & Cost Recovery
Chargebacks generate direct and measurable administrative costs, including evidence preparation, platform fees, and payment processor penalties.
Where a chargeback is raised in breach of this policy, we reserve the right to recover:
• A fixed administration fee of £250, representing genuine dispute-handling costs
• Statutory interest at 8% per annum, applied in accordance with UK debt recovery legislation
• Any additional reasonable costs incurred in recovering funds
Recovery may be pursued via the Small Claims Track where appropriate.
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Important Clarifications
• Chargebacks do not override our stated processing times, delivery estimates, or Terms & Conditions
• Raising a chargeback does not entitle the customer to retain goods and receive a refund
• Estimated delivery times exclude processing time
• Any chargeback raised while the order remains compliant with this policy will be challenged
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Missing Items & Damaged Parcels
If you believe an item is missing from your parcel or your package has arrived damaged, you must notify us within 24 hours of delivery.
To process your claim, you are required to provide clear proof, including:
- Images of the damaged parcel (including external packaging)
- Images of all items received
- Images showing the inside of the box and packaging materials
Failure to report the issue within this timeframe or provide sufficient evidence may result in your claim being declined. We reserve the right to assess each case individually before issuing a replacement, refund, or other resolution.
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Acceptance of Policy
By placing an order, the customer confirms they have read and accepted:
• This Shipping & Delivery Policy
• Our Chargebacks & Payment Disputes Policy
• Our full Terms & Conditions