Shipping Policy

Every order leaves in plain outer packaging. This page sets out how orders are handled, what the carrier does with them, and what to do when a parcel goes missing or arrives damaged.

Handling time

Orders are picked and packed on business days. An order placed before the daily cut-off is normally handed to the carrier the same business day; orders placed later, at a weekend or on a public holiday go out on the next business day. Around peak periods, add a day. You receive a confirmation email when the order is placed and a tracking email when the label is created.

Shipping options and charges

• Standard tracked: the working default, with tracking included and an estimated transit of three to six business days after dispatch.
• Expedited tracked: a faster transit option where the carrier offers it, quoted at checkout by ZIP code with tracking included.
• Free shipping: applied automatically once the cart passes the threshold shown in the cart.

Charges are calculated at checkout from the delivery address and the weight of the parcel. The shipping cost is shown as its own line before payment, so the total is clear before you confirm.

Tracking and delivery

Tracking numbers go live once the carrier scans the parcel, which can take a few hours after the label is created. An adult signature is required at delivery, so please use an address where someone aged 18 or over can sign during normal delivery hours. If a delivery attempt fails, the carrier usually tries again on the next business day and then holds the parcel at a local depot for collection.

Address accuracy

Check the address and ZIP code before confirming. A parcel returned to us because of an incomplete or incorrect address can be re-sent once postage is paid again. We cannot redirect a parcel once the carrier has it in transit.

Packaging

The outer box or mailer carries no branding and no description of the contents. Inside, items are wrapped for transit, and paperwork carries the order number rather than a list of product names. There are no marketing inserts in a parcel. The discretion policy explains the full arrangement.

Damaged or missing parcels

Report a damaged parcel within 48 hours of delivery and keep the outer packaging until the claim is settled, because the carrier may ask for photographs. Report a parcel that tracking shows as delivered but which never arrived as soon as you notice; we open a trace with the carrier and keep you updated. Our returns and refunds page covers what happens next.

Where we ship

Destinations and the conditions attached to them are listed on the shipping restrictions page. Orders to an address we cannot serve are cancelled and refunded in full.

Contact

There is one address for all of it: order questions, specification details, returns and privacy requests. Write to [email protected], or ring +1 212 555 0142 during business hours. Having the order number to hand makes any purchase question quicker to answer.