shipping + delivery

All of our goods are shipped on a next day, fully tracked service with our courier UPS or Pallet courier - we only send large quantity orders on a pallet and all goods are insured to the value of items. Due to the fragile nature of our goods we will not use any other courier besides UPS, DPD or select pallet courier to ship your items. Packages are insured to the value of contents and you will be notified the day prior to delivery. For full up to date information on the progress of your package please check the tracking information however should you have any issues please let us know as early as possible and we will do our best to help you!

In the very rare circumstance that your package is damaged, missing or broken in transit we ask that you notify us within a 72 hour timeframe so we can speak direct to the courier and attempt to resolve the situation. We kindly ask all customers check their shipping address before ordering to ensure this is correct, for items that are sent to the wrong address and go missing we are unable to issue any refunds for. Damages/loss reported after this stage are not liable for a refund or replacement.

Packaging

All of our packaging used to protect your parcel is entirely plastic free, from the paper tape, to FSC certified boxes, recycled shredded card and biodegradable starch peanuts. We are proud to be an eco friendly company and are always looking for ways we can be more eco conscious. We do when necessary use bubble wrap to best protect items and encourage customers to re-use this.

Surcharge Regions

Should you live in a surcharge region, including but not limited to - Inverness and the Scottish Highlands your goods will be shipped with an alternative service to UPS but still fully tracked. We receive a £20 charge per parcel delivered to these regions. If your area is within this surcharge postcode this will show at checkout.

Damaged Items

Any transit damage must be reported within 72 hours of receiving the item, along with supporting photographic evidence. This timeframe is essential to allow us to file a claim with the courier and investigate the issue. Failure to report transit damage promptly or to provide the required evidence will prevent us from raising a claim with the courier, and as a result, a refund or replacement cannot be processed.

If delivery is missed, UPS will attempt delivery up to three times. If the final attempt is unsuccessful, the goods will be returned to us. We will not release the items for re-shipment until payment for the re-delivery is received. If payment is not received within 7 working days, we will cancel the order. Please note, bespoke and custom-made orders are non-refundable as they fall under tailor-made goods and services. We will hold the parcel until you contact us to arrange a re-delivery.

We are not liable for damage that occurs after multiple delivery attempts. We provide tracking information to you once your items are dispatched, so it is your responsibility to ensure that someone is available to accept delivery and to track the progress of your parcel. Additionally, we are not liable for any damages that may occur if goods are returned to us after multiple delivery attempts. Since the goods will be handled several times, any resulting damage is not our responsibility, and we cannot issue refunds for items that arrive broken following these attempts.

We are not liable if you provide an incorrect shipping address. If your items become lost due to an incorrect address, we cannot issue a refund or replacement. Please double-check your address before placing your order. If you notice any errors after placing the order, please notify us as soon as possible, and we will update the address accordingly. Once your goods have been dispatched, we are unable to redirect parcels or make address changes.