Shipping FAQs

My parcel hasn't arrived. What should I do?

First, check your tracking.  You should have received an email and/or SMS containing a tracking link.  If this doesn't help, please check with your local Royal Mail delivery office – they may have attempted delivery when no one was home.  They should leave a card to notify you, but occasionally they don’t!  It may be worth checking with your neighbours too, in case your postman has delivered to them. 

If there's still no sign of your package, please contact us.  And don't panic.  We are here to help track down your parcel, and if it has gone missing (this is very rare) we will offer you a replacement or a refund.

 

I put the wrong address on the order. Can I amend it?

If the order is yet to be processed, then we may be able to amend the details. Please contact us as soon as possible if this does happen.

Once sent, we're unable to amend any details and any fees or charges may be deductible if returned.

 

Do I need to pay customs duties & import fees on my purchase?

Yes, you do. Please refer to your local government info to get an idea of what the costs will be.

As a business, we are unable to classify parcels as gifts or devalue goods fraudulently so please don't ask 

 

Can I collect directly from you?

If you would like to collect your order, please select the collection option at checkout. Same-day collection is for non-customised items only.

Once your order is ready, we'll send you an email when it's ready to pick up.

Our studio opening times are Monday - Friday, 8am to 4pm, this does not include public holidays.

Click here for the address and contact details.

 

What shipping service are parcels sent with, and will I get updates?

UK: Standard orders are sent via a semi-tracked service with Royal Mail.  You will receive your tracking number and shipping updates by email or SMS when your order is dispatched and delivered.  

Next day orders are sent via a fully-tracked service with Royal Mail.  You will receive your tracking number and shipping updates by email or SMS when your order is dispatched and out for delivery. 

International: Orders are sent either by Royal Mail International or via DHL.  Both are tracked services. You will receive your tracking number and shipping updates by email or SMS when your order is dispatched and out for delivery. 

 

Can I return my Item?

Check out our returns page for all the information you need.

 

Can I use a P.O. box as an address for my order?

We're unable to use PO boxes for any parcels.

 

I need my item quicker, can I upgrade the postage?

As long as you contact us before 12pm on the day your item is due to be sent out, then we should be able to upgrade you. Most orders will be sent out the same day unless placed after 12pm. These orders will be sent out on the next working day.

 

Can I return my order from a different country?

No. We use a 3rd party system for our returns portal, and once an order has been sent, the return is tied to this country. It will be your responsibility to return the Item from the new destination.