Frequently Asked Questions
Last Updated - 1st March 2022
**Additional Costs for EU Customers**
Please note that we do not charge tax or VAT at checkout. This means that your countries taxes will be charged by the delivery company prior to receipt of your parcel. If you do not pay the customs fees when requested the delivery company will not deliver your parcel. If this happens additional fees may be deducted from any refund you are due. Please read our shipping policy for more information.
Before placing an order please ensure that you check your countries Tax and Customs regulations to calculate your additional costs. This is your responsibility. Your countries governing body will collect your taxes directly from you via the delivery company. These charges are enforced by your own countries government and we have no control over this.
When will I receive my order?
**Please note that due to Covid-19 there may be delays within the postal network. As a result please allow additional time for your order to arrive over and above that quoted in our shipping policy.**
Orders are usually despatched within 3-5 working days from the time you receive order confirmation e-mail. Shipping times vary based on location. For more information please read our shipping policy.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us. If you have selected a trackable shipping option then please allow 48 hours from shipping for the tracking information to become available.
My Order hasn't arrived yet, how long should I wait before contacting you?
If you haven’t received your order within:
- UK - 21 days
- Europe - 6 weeks
- USA - 8 Weeks
- Everywhere else - 6 Weeks
of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
I've changed my mind. Can I get a refund?
We allow up to 14 days for you to request a refund. Please read our full refund policy for more information.
I'm having problems placing an order...
If you are having problems placing an order please email us at email@example.com - we will do our best to help.