Our Response to COVID-19
In line with the Government's instructions to stay at home wherever possible, we are working remotely.
Our warehousing and shipping arrangements are distributed over multiple locations, so that we can continue to despatch with the very minimum of person-to-person contact.
Most of our products are being despatched as normal, however, some items are being despatched 2 or 3 times weekly instead of daily. Please allow a day or two more for shipping - we are finding that some carriers are struggling with the increased volume of home deliveries. We kindly ask for your understanding as we ensure everyone is kept safe.
UK Next Day Deliveries: We have removed the Next Day shipping option as many carriers are currently unable to guarantee this service. If you require urgent delivery, please make a
note in the Comments box in the checkout. We will ensure your order is prioritised to be packed and sent by the best available method at no extra charge.
Deliveries to Europe, USA & RoW: We are despatching via Royal Mail or by Fedex. Please allow a few days extra shipping time, especially for items sent by post. For time sensitive orders we do still recommend selecting the Express option at checkout, but please be aware that processing and shipment times are not guaranteed. You should expect to add at least 48 hours to the stated timeline.
EXCHANGES, RETURNS & REFUNDS
We have extended our standard returns period to 120 days so that those self-isolating are not penalised. Other conditions regarding returns still apply.
UK returns and one exchange are free of shipping charges.
Returns from the UK
If you would like to return an item, please contact us. There are two options for returning parcels to us:
1. For UK returns, we will email you a pre-paid postage label for Royal Mail. For most items being returned by Royal Mail, they can be dropped into a Post Box in order to avoid queuing at Post Offices.
2. If you are self-isolating or simply would prefer to have the parcel collected from your home, we will arrange for Hermes to collect from your address.
There is a charge of £1.85 for this service which will be deducted from any refund.
By default we will email you the Royal Mail Pre-Paid label for you to print at home or at a Post Office.
Returns from outside the UK: Please be aware that return postage/carriage is at your cost. Please contact us for precise instructions.
Thank you to all our customers, staff and suppliers during this unprecedented crisis.
We wish you all well.