Shipping & Returns
Our online store is very much open, and we are fulfilling all domestic and international orders. In these difficult times, we have decided to prepare and ship all orders from our London lab, as we feel this is the best way to ensure that appropriate hygiene and social distancing measures are followed. Only employees who are happy to walk or cycle to work.
To make sure your order reaches you as promptly as possible, we are exclusively using DPD, upgrading all orders to a tracked, faster delivery for the cost of standard delivery (£3.95) (UK orders).
Shipping - charges and policy
Please provide your daytime phone number in case we need to contact you regarding delivery. Goods are not dispatched at weekends or during public holidays.
UK 1st Class Signed-For delivery (Royal Mail): £3.95
This service normally takes between 2-3 working days to arrive once dispatched.
UK Next-Day delivery (if orders placed before 3pm): £6
Cut off time for this service is 3:00 pm Monday to Thursday.
Standard delivery (Royal Mail): £3.95
Tracked service (DPD): £9
Delivery to France normally takes between 5-7 working days to arrive once dispatched.
Europe (DPD tracked): £9
Rest of the World (DPD tracked): £15
If you have not received your tracking number, please do let us know. Within Europe, orders normally arrive within 5-7 working days and to the rest of the world anywhere between 1 and 2 weeks.
Parcels may be delayed further by customs procedures as customs duty may need to be paid before your parcel can be delivered in some non-EU countries. It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; unfortunately, we have no control over these charges and cannot predict what they might be.
Late deliveryIf you have not received your order within two weeks of receiving your shipping confirmation, please contact our customer service team on 0208 838 1838 or email firstname.lastname@example.org.
Changing your order
We regret that we are unable to cancel or change an order if it has already been processed. You have the legal right to cancel your order within 14 working days from receipt. Just sent us a notice of cancellation by email to email@example.com and return the items to us in their original, unopened and unused condition.
ReturnsPlease notify us on your intent to return your product we can be reached by email at firstname.lastname@example.org. Please include your order number and reason for return and one our customer service team will be in touch.
All returns need to be sent to our Head Office in London. We strongly recommend sending your purchase back to us using Royal Mail Signed-For delivery, so that it is trackable. We are responsible for your return once it has reached our Head Office, items lost in transit will not be treated as returned. Please pack your return securely.
Once your return has been received by our Head Office team, we will send you an email confirmation, with a confirmation of the replacement or refund previously agreed via email.
Once you have sent your parcel, if you have not heard from us with 7 working days in the UK and 21 working days for the rest of the world, please kindly contact us on 0208 8381838 Monday to Friday: 9.30am – 5:30pm or email email@example.com in order for us to further investigate.