Delivery Information & Policy
Because we want happy customers we only use couriers that respect their staff & pay them properly. We owe a duty of care to the drivers who delver our parcels. So (unlike Amazon) when you buy from us you know the courier driver delivering your parcel is employed directly - instead of being an underpaid and exploited contractor with no employment rights. You know that their employer has paid their National Insurance, tax, pensions etc. We use FedEx, UPS and Royal Mail depending on the weight of your parcel and where it needs to get to.
Quoted delivery prices:
The delivery price initially quoted in the Shopping Basket is the cheapest offered by our couriers or by Royal Mail to the cheapest UK post code. Royal Mail will only take quite light parcels - so if product weight of your order is more than 1.5kg (excluding packaging) you will not see the Royal Mail option. The Royal Mail option is not available if you have gas cartridges in your Basket.
When you click 'checkout' we will ask you for your worldwide delivery location - our software will check with FedEx, UPS & Royal Mail and quote you an exact delivery charge. All of this is done before you are asked for payment. So you can choose between services based on price - it is likely a fast service will be more expensive than a slower service.
If you pay by credit or debit card we can deliver to any address - however if you choose to pay by PayPal Express Checkout we can only deliver to your verified PayPal addresses.
Free delivery offer:
Prior to taking your card details we will offer you delivery service options and pricing based on your delivery location - with free delivery offered if you qualify.
Qualifying orders must have an invoice total of over £99 and a delivery location in our couriers UK standard rate price zones. Exports out of the UK and deliveries to expensive UK courier zones are charged at cost. Scottish Highland post codes, other outlying areas and most UK offshore post codes will not qualify for this offer.
Next day delivery:
If you place an order on our website before 4:30pm on a working day and choose delivery by one of our couriers (UPS or FedEx but not Royal Mail) they will be at your door with your parcel the next working day. They may leave your consignment with a neighbour if you are not in. If they are unable to do this they will leave a card explaining that they were unable to deliver.
This offer does not apply if you choose Royal Mail delivery.
This offer only applies to our FedEX or UPS standard next working day (Mon-Fri) courier delivery options.
This offer only applies to deliveries to UK addresses which are in our couriers next day delivery zones - ie it excludes Highlands, offshore and other remote locations.
This offer is not extended to include any special instructions you may add in the 'comments' or 'FedEx delivery instructions' boxes when you checkout.
You must give us the correct delivery address, post code and contact phone number - if any details are inaccurate it may delay your consignment.
Please read further points and conditions below.
Dispatch & Delivery Information:
If you ordered before 4:30pm on a working day we will email you at approx 6pm with a tracking number and information on how to track your parcel (unless you chose the untracked Royal Mail option). To track your parcel go to:
If you need to go and pick up the parcel or have not been carded (or lost the card) then click this link, enter your Post Code and you'll get details of your depot:
If no-one is at your address the courier may, at their discretion, try a next door neighbour to see if they will sign for and look after your parcel.
If you are out the courier will leave a card explaining if they have left your consignment with a neighbour or explaining that they will deliver the next day - and/or explaining how your can contact them to rearrange a delivery or collect from their depot - please read this card.
If you get a card and haven't had delivery you must contact the courier within 5 working days or the delivery will be assumed refused and you may be charged for redelivery.
If your parcel hasn't arrived when it should and you haven't been carded please contact us as soon as possible. Unfortunately with Royal Mail untracked service if you don't get it delivered we have to wait a total of 13 days before Royal Mail will admit they have lost it.
If you provide us with an incorrect address we will have to pass on the fee our courier may charge for the address to be changed for your consignment.
Someone (anyone) must be at the given address to sign for the delivery between 8-30am and 7:00pm (for standard next day services). Therefore we recommend delivery to a work address where someone is willing to sign for the goods during the working day. A signature is required as proof of delivery.
If you have chosen to have your goods 'left safe' and they are stolen or damaged you CANNOT CLAIM COMPENSATION - therefore we strongly advise you do not request your goods are left safe.
Please do not accept anything from the courier which is obviously damaged. They will return them to us if you refuse to accept them and we will send undamaged goods back out to you.
If you have accepted the goods from the courier but find they are damaged you must inform us as quickly as possible. Please do not throw away any of the packaging - we will request a photograph of the packaging and the damaged items to confirm what has happened. If you do not want to send us a photograph then you must return the damaged goods back to us so that we can inspect them.
If you have problems with the courier - give us a call on 02392 378700.
For details about returning goods and your 'Right to Cancel' please see the Returns/Right to Cancel policy in our Advice Centre on this website.
UPS Access Point information:
Access Point has a 3pm cut off for next day delivery.
UPS will email you a notification the moment they deliver to the Access Point - which may be as late as 6pm.
Please do not go to the Access Point until you get the email.
You must show government issued photo ID (drivers licence, passport etc) which matches the name on the parcel. It doesn't matter if the address on your ID is different to your delivery address.
If you don't have government issued ID then take along other photo ID plus a utility bill, wage slip, bank statement etc.
If you cannot go to the Access Point yourself you can send a friend. However they will need to take your photo ID with them as well as their own.
The Access Point will hold onto your parcel for 10 days. After that they will return it to us and we will charge you again for re-delivery.
We send export orders by courier or freight. We can only give you an estimated delivery date.
Please be aware that you must be available to receive the goods - if you are not at the address the courier may send the consignment back to us in the UK. Unfortunately the cost of returned consignments is two times the cost of dispatching them - which will be passed on to you. So please make every effort to get hold of your parcel to prevent this charge.
You are responsible for paying all importation costs - import duties and other taxes. It is your responsibility to investigate how much these taxes are prior to ordering from us - they can vary from zero to 100%!
We accept no liability for a successfully completed delivery that you do not take possession of. We are delivering to an address NOT an individual. Therefore if you share an address with other people please be aware that they may take possession of your goods.
If you asked for the goods to be left safe and they are not there I am afraid that we or the courier cannot accept responsibility for the theft. If our courier logs a consignment as having been delivered and it is not there then please call us immediately. In these cases we will provide you all the help we can, but it is up to you to contact and deal with the Police.
Where we won't deliver:
FedEx and UPS will not deliver to PO boxes - so you can only order up to 1.5Kg of goods and choose the Royal Mail option when you checkout.
We will not delver cream chargers to addresses where vulnerable people may be put at risk. This includes schools, colleges, universities, hospitals etc.
Couriers will not deliver to BFPO addresses. Royal Mail will however - so please choose that option.
You can specify a delivery day - please email (firstname.lastname@example.org) or call us on 023292 378700 and we will delay dispatch of your consignment so that it is delivered on the day you require.
Saturday deliveries are charged extra.
If you need to change the delivery address after dispatch the couriers may charge us a re-booking fee - usually it is cheaper to have the goods returned to us here and dispatched again.
Please make sure we have a valid phone number so you can be contacted should there be any delivery problems.
If you place your order after 4:30pm and require your goods urgently we may be able to prioritise you - call us.
Acts of God:
We cannot be expected to deliver next day should the consignment be delayed or destroyed by an 'Act of God' - so for example extreme weather may cause a delay in your consignment which we can reasonably argue is circumstances beyond our or our couriers control.
We try very hard to get your delivery to you without wasting your time, but we require your help for this to happen. Please give us as much address information you can - and a phone number that both our staff and the courier driver can get you on.