Remember discretion is our middle name! All products are shipped discreetly in a unbranded packaging.
We reserve the right to amend this policy or the prices within it at any time, our pricing agreements are reviewed quarterly. We recommend that you re-visit this page frequently and inform you that by continuing to purchase from our website that you agree to our Delivery Policy.
All in stock orders are dispatched from our fully stocked warehouse within 24 hours which means you get what you want and quick. Unfortunately, at times, some of our items will be out of stock; we endeavour to rectify the situation in the quickest time possible, however at times it can take up to 12 days.
*NOTE - The cut off for our Express overnight delivery is 2pm, however this is not a given and in some circumstances this will mean your order is processed the next day. There are rare fluctuations within certain very busy periods of the year where the we may need to approach the cut off time slightly earlier. If your order is delayed, we will inform you and refund the Express part of your delivery.
Goods are dispatched by the courier of your that choice you select during checkout, choices are given depending on weight of the order and location of delivery.
We recommend that you always close a signed for and insured service for your order.
We do offer Royal Mail 1st Class (non-signed for) and advise you to only use this for low value, low risk orders. Any lost orders are non-refundable and not traceable; ordering by this method is at your own risk. Fortunately, Royal Mail do have a low lost parcel rate of 1% per year, but we do recommend always having a signed for, trackable service.
All goods that are dispatched by a recorded insured service; are not approved to be left on the door step or with neighbours. If the courier does so it is because they have made the decision to do so themselves.
On occasions of an undelivered shipment please be aware that if you do not re-arrange delivery, then there is a charge for the returned order. Refunds will be issued minus the cost of any costs incurred and for the fee of the original dispatched order.
Please be aware that once orders have been dispatched there are sometimes issues with the courier where circumstances out of their control delays deliveries; such as; busy periods of the year; weather conditions; customs delay etc. For these we are not liable to refund ‘late’ orders as these are force majeure and out of our control.
If there has been a manufacturing delay or something has been out of stock on your order for 12 days, then we are happy to split or back order part of the waiting order. On many occasion we will cover the cost of the second shipment providing it is less that £10.
Please note: We this will only happen in exception circumstances where order has been waiting more than 12 days.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made and they were out. After a week the parcel is shipped back to us. You will be charged a redelivery fee to dispatch the goods back out (this fee will be discussed when discussing the redelivery with you and is usually equal to the original dispatch charge).
If an order is cancelled after dispatch the delivery costs will not be refunded. This is because the part of our service including packing, staff time and packaging used has been carried out.
We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery ASAP for you.
Items received that are incorrect must not have the products packaging opened, we must be notified ideally within 24 hours of delivery and we will advise full instructions for an exchange.
Incorrect products received with security seals or sealed packaging which are opened by the customer are forfeited for exchange and are confirmed as accepted by the customer.
If your parcel is lost with Royal Mail we will open a claim. On occasion we will not replace your order until we have received confirmation back from Royal Mail that they have made contact with you and that you have confirmed with them that your order has not been received. If you do not make contact with Royal Mail to confirm the missing parcel, then you will not be compensated for your parcel as we will declare that it has been received. The investigation can take up to 4 weeks to complete.
We reserve the right to not offer full refunds if you have chosen the uninsured option for delivery, these orders are subject to replacements only, depending on the order, this is decided on an order-by-order basis.
Confirming process as above for Royal Mail. However please be aware that we have until 30 days from date of dispatch to claim with DPD. If your claim is out of this period, then we cannot guarantee 100% that we will be able to compensate or re-dispatch your order for you.