Customs or import duties are sometimes charged once a parcel reaches its destination country.
Any customs charges upon delivery are solely the responsibility of the customer. Any subsequent carrier handling fees (as a result of custom charges) are also the responsibility of the customer.
Our company has no control over these charges and we are unable to tell you what the cost would be as customs policies and import duties vary widely from country to country. For more information on current charges you would need to contact your local customs office.
Estimated delivery timescales do not include any additional customs clearing times beyond our control.
Please note that customs charges will not be refunded if you cancel and return your order.
If you cancel your order by refusing to accept delivery of all or part of your order your order will be returned to the sender. A refund for the product will be processed once the retailer has received the returned parcel.
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Where´s my order?
My order hasn't arrived
Ours retailers/sellers are responsible for packing and shipping your orders. Once the retailer confirms to us that your order has been processed and shipped, you will immediately be sent a shipping confirmation e-mail.
Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please log into your account and raise an enquiry with the retailer within a reasonable time frame.
What happens if I entered an incorrect or incomplete address during checkout?
Entering a complete and accurate address is crucial to prompt delivery. Incomplete or incorrect addresses may cause days or weeks of delay as the package will most likely be returned to sender.
We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.
You may still get your order depending on which part(s) you have left out or mis-typed in the address, as your local delivery courier may be able to make out the full address based on what you have provided them with.
In the event that the delivery address you inputted is still a valid address (albeit not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.
In the event that the delivery address is invalid, the parcel will typically be returned to the retailer. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or you would like a full refund for the cost of the goods.
Some retailers may not be happy to re-dispatch your order in which case you would be refunded for the cost of the goods, and if you still want to purchase the item(s) you would need to place a new order (stock permitting).
Tracking your order
If your order has been sent with a trackable service, this email will contain a tracking reference number and the courier name to enable you to follow your parcel. If this email does not contain a tracking reference then your order has been sent via a standard service and will not be trackable.
In both cases, please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact our customer care.
If you are a registered user, you can also check your order status at My account → My orders.
Part of my order is missing
If you have only ordered from one retailer, it is likely your order will arrive in one package, so if you are missing goods in this case, please contact our customer care.
If you have ordered from multiple retailers, your order will arrive in separate packages as each retailer will ship their part of the order individually. Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please log into your account and raise an enquiry with the retailer.
To establish which retailers your order is coming from, please check your order acknowledgement email.
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