Orders are despatch Monday to Friday excluding Bank Holidays. Estimated at 3 - 7 working days once despatched. Please note you may receive more than one delivery per order as some items may be despatched separately. 

Multiple orders may be consolidated into one delivery. Please advise if you would prefer that they weren't.

If you live locally to our office (N5, London) and would prefer to collect items please email us and we will provide the delivery address you can use.

Once the goods arrive we will arrange a time for you to collect.

The shipping confirmation email will contain the tracking number and link through to the carrier.

Depending on the service you choose you may be sent text messages on the delivery day and time.

Please notify us if you have not received your shipping confirmation or there is an issue with the tracking number.

Lost Packages

If you have not received your package as indicated via the texts and tracking information, please contact us within 24 hours of the delivery confirmation. This allows us to assist you most effectively. If not reported quickly we may be limited with the actions we can take to trace or recover the parcel.

Damaged Goods

Our warehouse team work hard to ensure your items are packaged well to avoid damage in transit. Should you notice any damage to the internal product please:

• Notify us on delivery
• Send photos of both the exterior of the box and the internal damaged items
• Do not discard the item or box. We may need to recall the product and without physical evidence of the damage we cannot replace the item.

Faulty Items

For suspected faulty items:

• Issues must be reported within 7 days of receiving the faulty item. 
• Please provide photos of the faulty item.
• Please provide batch numbers of any item that is suspected to be faulty.
• Do not discard the item or tamper with the packaging. We may need to recall the product and without physical evidence of the fault we cannot replace the item.
• Please Note: Faulty pumps are usually just an airlock and easily fixed. Please do not dismantle the packaging prior to reporting a fault as we are unable to replace tampered with items.

Missing Items

Our warehouse uses the latest packing technology and CCTV to ensure items are not missed from your order. Small and delicate items may be wrapped in card and packing materials, please check these carefully before discarding. Should you think you are missing an item please contact us within 24 hours of receiving the package.

Contact Us

Should you have any queries relating to your delivery or order please contact us.

Returns

You have the right to cancel your order within 14 days under the Distance Selling Regulations. Please include your order number when requesting a return. 

All returns on cancelled orders or unwanted goods are at the expense of the purchaser. We suggest using a tracked service to ensure safe return of the items. Please retain a proof of postage. Goods remain the property of the purchaser until they arrive to us in saleable condition. We are unable to replace or refund items damaged in transit to us.

We refund money within 10 days of receipt of the goods in good condition. This means:

• The item has not been used or tried.
• The item has not been opened, this includes seals not being broken or tampered with and boxes showing no sign of tampering.
• The product packaging and labels are intact and in saleable condition.

Since our inception in 2008, all our mail orders have been delivered in recyclable card boxes, with items protected in paper/card protection and biodegradable starch packing peanuts - these dissolve in water or can be composted. Out tape is paper with a biodegradable glue.

We do not include a printed delivery note. Please refer to your order confirmation email when checking items.