Delivery Options
Our delivery partner of choice is Royal Mail. If you would prefer us to use a different service then please contact us to discuss.
Deliveries within the UK
We usually use next business day (from date of dispatch) delivery for UK orders and we always use a signed for service.
All delivery times are intended as estimates only, once posted delivery times are sadly beyond out control. Any quoted delivery times are from the point of despatch (you will be informed) and not your point of order.
During busy periods (Christmas especially), Royal Mail can suffer from overwhelming demand so please expect additional delivery delays around these times. We kindly ask for some patience if your delivery has been longer than expected.
Please allow up to 25 business days (excluding weekends) for your delivery to arrive. If it has not arrived within this time, please do contact us. Unfortunately we are unable to process a refund or redelivery until this time has passed.
If you require an order to be delivered urgently, please contact us first so that we can discuss what options are available. Please note that expedited services are likely to incur additional costs.
Deliveries to outside the UK
Royal Mail typically quotes 5-7 business days for delivery to non-UK destinations. While some deliveries are met within that time-frame, most do take longer (on average 2-3 weeks), and some get delayed for some significant time before either being delivered or declared lost. We always use a tracked service that requires a signature on receipt, so it is normally possible to track your package in the system to see where it is.
As you can appreciate, once we’ve dispatched an order the delivery of it is beyond our control. While we know how frustrating a delay to your order can be, we do ask for some patience if your item has not arrived, and may ask you to hold on a little longer for delivery.
If you have been waiting longer than 25 business days (these are days that do not include weekends or public holidays) then please get in touch so that we can investigate further.
Customs Fees and VAT/taxes
Your country may impose importation fees and/or additional taxes on the value of your import, so before placing an order please check what fees you may have to pay when purchasing from us.
Under no circumstances are we liable for any additional importation fees. If you are not prepared to pay the required import fees, please do not place an order. If you refuse to pay, the package may be returned to us. In these cases we will refund the value of the items purchased minus any delivery and handling costs incurred. Any custom/bespoke items may not be refunded.
All order values are declared at the price you paid when ordering so that we are suitably covered for any losses.
PLEASE DO NOT ASK US TO UNDER-DECLARE PACKAGE VALUES IN ORDER TO SAVE ON VAT / IMPORT DUTIES. If you are not willing to pay VAT/import duties please don’t place an order with us.
Under-declaring the value of imports not only restricts the insurance value (in the case of loss/damage) but is also classed as customs fraud and is punishable by law. Any requests to change the value of an order will be ignored.
Our Delivery Price Promise
We try to be as accurate and fair as possible with our delivery charges and only pass on the actual postal costs (packing materials costs are baked into our manufacturing costs). We only use tracked services due to the value of our products.
Payments
Our preferred method of payment is PayPal. You are responsible for any payment processing fees, which will be added to the product cost at time of quotation.
If you wish to use a different payment method get in touch with us to discuss options.
For controller orders we only request payment once the item is ready for dispatch, so if you’ve made a mistake with your order please get in touch as soon as possible – in most cases we can rectify before your order is processed.
Receipts
Please note that no invoice or receipt is sent out with any purchase.
Your order confirmations and parcel dispatch will come in the form of emails from ourselves and our postal providers.
Order Dispatch
We will confirm a manufacturing estimate at time of order acceptance. Any estimates provided are subject to change as our products are built to order however we aim to hit our estimated dispatch times or give you notice as soon as we can if they are going to change for any reason.
Once you receive notification that payment has been taken, you can expect your order to then be dispatched the following business day.
Please note we cannot guarantee delivery timeframes.
Lost or damaged deliveries
Packaging
All our products are sent out well packaged to ensure they arrive in good condition, and should arrive fully intact. On the rare occasion that something is damaged in transit, please contact us immediately so that we can address any issues.
Whilst we have experienced examples of the outer packaging suffering damage we are yet to have a product arrive damaged. We pack stuff to get there safely!
IMPORTANT: Delivery companies take time to investigate lost parcel claims so we may ask you to wait up to 45 working days so that a claim can be raised and investigations completed. Please understand that our controllers can take many hours, even days, to re-make and significant costs to re-ship.
In cases where we re-send orders, we will ask you to return the original order if it somehow arrives, as even if it’s delivered late we will be unable to claim any compensation from the delivery company.
If you do not agree to these conditions please do not proceed with your order. We are always available to chat if you have any concerns or questions.
Non-delivery / Unclaimed / Returned Orders
All of our orders will require a signature on delivery. If your order is delivered and, for whatever reason, a signature cannot be obtained, your local postal service will hold the package for a number of days. If you do not claim the package within the time limit your order will likely be returned back to us.
We always use the full address you provide at the time of order, so if the order is returned to us through no fault of our own, you will be responsible for paying the postage costs for us to resend the order to you.
When placing an order, please ensure the delivery address is correct and that someone will be there to sign for your package – and if this is not possible, ensure you will be able to collect the package before it is returned to us.