Do you offer express or alternate shipping options?
Yes, multiple couriers are used (e.g. DHL, DPD, UPS, Royal Mail, EVRi). Orders are typically processed within 2 days on business days and delivered within the estimated window shown at checkout.
Where is my order shipped from?
Orders ship from our European and US warehouse(s) — which one depends on your delivery address and stock location.
You'll receive a dispatch confirmation email with a tracking link and ID as soon as your order leaves the warehouse.
I haven't received a dispatch/shipping confirmation what now?
If no confirmation arrives within 24 hours of ordering, contact Customer Care for assistance.
My delivery attempt failed / parcel is overdue what should I do?
If a delivery attempt is unsuccessful, tracking status updates once more information is available and next steps are communicated.
Estimated delivery times (in working days, excluding weekends/holidays) are listed on the Shipping & Delivery page.
My parcel shows delivered but I don't have it what do I do?
Delivered-but-missing parcels are often with a neighbour, workplace reception, or mailroom, check those first, then contact Customer Care if it's still missing
Will I be charged customs or import duties?
For international shipments, customs/import charges may apply and are billed directly by the destination country's customs/tax authority the customer is responsible for these, separate from the order total.
My parcel is being returned to the sender.
If your parcel cannot be delivered, the carrier will usually make another delivery attempt or leave it at your nearest post office or collection point. Once it's available for pickup, you'll find all the relevant details on your tracking page.
If your parcel is held for collection but isn't picked up within the carrier's holding period, it will automatically be returned to us.
Once we receive the returned parcel, our Customer Care Team will get in touch with you to discuss the next steps.