In light of the ongoing COVID-19 pandemic, a situation challenging and uncertain for everyone, we are doing everything we can as a business to prevent any disruption to our services.
However, international tracked and untracked post may be subject to delays or restrictions. These may be caused by changes in transport procedures (e.g. border controls), changes in international transport (e.g. cancellation of previously used flight connections), changes in delivery procedures in the destination country (e.g. quarantine or other protective measures) and more.
Before placing your order, please click here to check that parcels can still be delivered to your location. This is a fast paced and constantly changing situation, so we strongly recommend that you keep an eye out for further updates by the courier services we use, as well as your country’s government.
For the latest updates by Royal Mail, please see here.
For the latest updates by DPD, please see here.
For the latest updates by Deutsche Post please see here.
For the latest updates by DHL please see here.
For the latest updates by USPS, please see here.
As for certain countries non-essential shops and businesses are closed, we also advise that -before ordering- you check that you are still able to receive parcels at your shipping address. This will help you avoid unnecessary costs.
Finally please be aware that, according to the information we’ve been provided, people receiving parcels are not at risk of contracting the coronavirus. Based on existing data regarding other coronaviruses, these types of viruses don’t survive long on objects, such as letters or parcels. However, as per the highly publicised guidance, we advise people to wash their hands using soap and hot water after unpacking any newly received parcels.
All deliveries are handled by shipping couriers and all times given below are estimates. There is a small chance that your delivery may come earlier or later than specified.
You will be sent an email with more information regarding your order delivery when your order is dispatched.
In the event of any failed delivery, your order will be cancelled and the cost of the items you ordered only will be refunded to the card used at checkout, once your order is sent back to our warehouse.
Unfortunately due to COVID-19 our international courier partners have consistently upped their price’s as the demand for e-commerce goes up, in a period where there are less flights. Therefore we have had to up our shipping prices to reflect this increase. We will be constantly reviewing this and will look to bring this back down to normal as soon as we can. We thank you in advance for your understanding.
Import Duty and Tariff
When ordering internationally you may have to pay import duty depending on what you’ve ordered and its declared value.
Import duty is a tax that may be imposed by your country’s government on goods from other countries, so unfortunately this is not something we can control.
Problems in receiving your order?
Where is my order and how can I track it?
Information regarding this should be included in your dispatch confirmation email which should arrive shortly after your order has been dispatched. If you cannot find this email, please contact email@example.com. Please note each country and courier company provide different levels of tracking, so you may not be able to see step-by-step delivery updates throughout the your parcel journey.
My tracking number is not working or saying pending?
Tracking is dealt with by the courier company and we do not have any control over delivery once a parcel has left our office. Occasionally, online tracking may take a while to update, but if the problem persists please call the courier company as they might be able to provide more information about the location of your order.
Why is my item taking longer than specified?
All deliveries are handled by our chosen courier services. Therefore we cannot give you a specific answer, however the following situations can sometimes cause deliveries to take a little longer.
Busy courier service depots can sometimes get so busy that parcels at delayed whilst they wait to be scanned and processed.
If you are located a long distance from the depot it can take an extra 1-2 days for items to be delivered. The further you are, the longer it takes by road.
International orders can face delays whilst being checked at customs, then passed to different facilities before they make it to your address.
My order has been marked as delivered but has not arrived?
If your order has been marked as delivered but is not in your possession, please check with your concierge and/or neighbours, as well as your local post office/ depot. Your courier may have forgotten to leave a missed delivery card.