COVID-19 UPDATE: TO COMPLY WITH GUIDELINES ON SOCIAL DISTANCING AND TO KEEP OUR EMPLOYEES SAFE WE ARE OPERATING OUR WAREHOUSE WITH REDUCED STAFF MEMBERS. DISPATCH TIMES MAY BE SLIGHTLY DELAYED

SOME COUNTRIES MAY HAVE DELIVERY DELAYS AND RESTRICTIONS. PLEASE CHECK BELOW:

DPD SERVICE UPDATES | UPS SERVICE UPDATES | DHL SERVICE UPDATES

Frequently asked questions: Delivery

FREE DELIVERY*

When you spend $130

STANDARD DELIVERY

$14.95 on orders under $130

  • Do you offer free shipping?

Yes! We offer free shipping* on all orders over $130 to Mexico, else standard shipping costs just $14.95. To qualify simply checkout with a basket value of more than $130.

*Some products are because of their weight excluded from free shipping. These products are labelled with 'Extra shipping costs'.

Please note: you may be charged additional costs on receipt of your order to cover any import duties and costs. Unfortunately we do not cover these costs and have no control over them.

  • What delivery options do you offer?

Currently, we offer three shipping methods, depending on the country of the delivery address. DPD and DHL in EU and DHL and UPS for worldwide shipping. We are continuously evaluating our delivery options though to help us provide the best service possible.

For some products we will contact the customer to discuss the method and duration of shipping, these products are marked as 'Special Products'.

  • How long does delivery take?

Orders are usually dispatched within 3 working days of placing your order. Once dispatched your order is handled by our logistics partner DPD, DHL or UPS and is usually delivered the next working day.

All orders are dispatched from our Netherlands warehouse. Generally, most orders are received within 3-7 working days but can take longer during busy periods. We do not deliver on weekends.

  • What if I’ve pre-ordered an item?

If you have pre-ordered an item, the estimated dispatch date is displayed on the product page and at checkout. Please note this is an estimated date and your order may be dispatched before/after this exact date. You’ll receive a dispatch/tracking email once your pre-order is ready for dispatch. If your order is delayed we will notify you, and you are free to cancel for a full refund at any time prior to dispatching.

Please note, we do not split deliveries so if you have placed an order containing an in-stock item alongside a pre-order item, your whole order will be shipped once the pre-order item is dispatched. Please order in-stock items separately if this an issue for you.

  • Can I track my delivery?

Once we’ve dispatched your order, you will receive an email from DPD, DHL or UPS with details on how to track your order. Should you want to make delivery changes these will need to be done via DPD, DHL or UPS as we can no longer control the delivery once it has left our warehouse.

  • I missed my delivery!

Should you be out when your package is delivered, DPD, DHL or UPS will leave a missed delivery note and your package will be taken to your nearest DPD Pickup Parcelshop, DHL ServicePoint to collect within 7 days or your neares UPS access point to collect within 10 business days.

If the package is not collected in time, it will be returned to our warehouse where a refund of your purchase (minus shipping costs) will be given, subject to circumstances.

  • What countries do you ship to?

Generally, we can ship anywhere worldwide from our Netherlands based warehouse. Should we be unable to deliver an order, we will contact you and fully refund your order.

  • Do I have to pay customs charges?

As a European Business, any orders delivered within the European Union are exempt from customs and import charges. 

However, if your order is being delivered outside the European Union, you may be required to pay customs and duty fees once the shipment reaches that country. 

Additional charges for customs clearance are borne by the recipient; we have no control over these charges and cannot predict what they may be. To find out whether you are likely to end up paying charges, please check your country’s customs and import policy.

  • Will I be charged VAT if ordering to a non-EU address?

For orders to Non-EU addresses, the products will normally be zero-rated and not subject to UK VAT, however to ensure fairness for all our customers, the amount charged for your order will not change.

  • Can I collect my order instead of getting it delivered?

Unfortunately you cannot choose this option in the webshop. However, you do have the option via DPD or DHL after your order is placed. In the e-mail you receive from DPD or DHL, you have the opportunity to pick up your order instead of having it delivered. You can also change the delivery date and time based on this e-mail. These options do not apply to UPS.

  • My order is missing/items are missing from my order

On the very rare occasion that your order has gone missing, or you are missing items from your order we will investigate this with the delivery partner to resolve it for you. In order to speed up this process we request that you have your order number, shipment reference, details of any missing items and any supporting imagery ready when contacting customer service.

Contact us

Still not found the answer? Contact us below. Our UK based customer service team is online between 08:30 & 17:00 (GMT), Monday to Friday