My order hasn't arrived. What should I do?

Please note: We're now operating a new system for deliveries, whereby certain orders are processed on demand. This means that particular products may take longer to arrive, as we will request these from our supplier after you place your order - Please see individual product pages where delivery is impacted. But won't worry, it'll be worth the wait.

Have you allowed enough time?

We're really sorry to hear that your order hasn't arrived yet. We send an email confirmation to you when your order leaves our warehouse. Once you've received this, you should receive your order within the following time dependent on which service you have chosen at the checkout:-

  • UK - 1-5 Working Days
  • Australia - 5-10 Working Days
  • Canada - 7-10 Working Days
  • US - 5-10 Working Days
  • Singapore - 5-10 Working Days
  • New Zealand - 5-10 Working Days
  • Europe - 5-10 Working Days

I've waited the amount of working days stated above and my order still hasn't arrived

Fortunately, this situation doesn't happen often, but when it does, there are certain checks that can be made to find the missing order. Contact your local Royal Mail Sorting Office, even if a card hasn't been left. Nine times out of ten, this is where most missing orders are found.    
Has a helpful neighbour taken it in for you? This happens more than you would think, so ask your closest neighbours.  If you have made these two checks and still can't find your order, then please contact us.

Not received order procedure

You must notify us within 28 days of dispatch if you have not received your goods. 
Please contact us within this period of time in order for us to be able to assist and resolve your query.

Special note for Australia: We have been advised that parcels are currently expected to take 15-25 business days to arrive to Australia, depending on the location. This is due to measures being taken to prevent the spread of Covid-19. We are currently taking steps to try to reduce this delivery time as much as possible. 

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