Delivery Information

Everything about getting your order to you: what delivery costs, when it is dispatched, how long it takes, and what to do if it is late or does not arrive.

We deliver to addresses in the UK — England, Scotland, Wales and Northern Ireland — and to Jersey and Guernsey. Every order goes by Express Delivery, a next-working-day service, for £7.20 a parcel including VAT. Most orders are one parcel; an order that ships in more than one — a pre-order alongside items in stock, for example — is charged for each. Your basket shows every parcel and its delivery charge before you pay.

Orders placed by 2pm on a working day (Monday to Friday) are dispatched the same day. Orders placed after 2pm, or at the weekend, are dispatched on the next working day. We do not dispatch on Christmas Eve, Christmas Day or Boxing Day, or on any other day we are closed.

If an item will not go out at the usual time — because we are waiting on stock, or it needs extra time to prepare — your basket and checkout say when it will ship, so you know before you order.

A pre-order always ships on its own, on its release day, so the rest of your order is not held back waiting for it. Your basket shows each parcel separately with its own dispatch date. See Pre-Orders.

Once dispatched, your order is with the courier on a next-working-day service, so it usually arrives on the next working day or the one after. Deliveries are not planned for Saturday or Sunday, though a courier will occasionally deliver at the weekend.

• Highlands and Islands: please allow an extra working day — some addresses are a long way for a parcel to travel.
• Northern Ireland: please allow an extra working day for the checks parcels go through on the way.

Once your order is dispatched, you can follow it from Track Your Order.

Once a parcel is in a courier’s network, it can occasionally be delayed for reasons outside our control. When we know of disruption ahead — industrial action, or the busiest weeks around Black Friday and Christmas — we will say so on the site.

If your tracking shows an extra day, there is usually nothing to worry about. If your order is more than 48 hours late, get in touch and we will chase it with the courier.

Where a delay is our fault — for example, we did not dispatch your order when we said we would — we refund the delivery charge. We do not refund it for delays inside the courier’s network, though where an order is more than 3 working days late we may choose to.

Whatever has happened, the aim is the same: to find your order and get it to you, or to replace it. Tell us as soon as you can, with your order number and as much detail as you have.

Parcels that look stuck usually turn up, so we can chase the courier straight away, but a parcel cannot be treated as lost until it is 7 to 10 working days late, depending on the courier. At that point we send you a replacement and make the claim with the courier ourselves — whether or not the original turns up later.

First, please check around the property, with neighbours and with anyone you live with — parcels are often taken in or put somewhere safe. If it is still missing, contact us and we will investigate with the courier.

• If you have arranged for parcels to be left in a safe place, or have a standing arrangement with your delivery driver, we cannot make a claim.
• A parcel the courier has photographed going through your letterbox can only be claimed for if it went to the wrong address.
• What we can claim for is a parcel left somewhere open to view — on a doorstep, for example — or delivered to the wrong address.

An investigation usually takes 7 to 10 days from the day you report the parcel missing, and the courier sets minimum waiting times before one can be opened, so please allow up to 21 days for a conclusion.

If an item arrives damaged, tell us within 48 hours of delivery — see our Returns Policy.