Last Updated 12/07/2018
DISPATCH | We work against the clock to ship orders on the day of purchase, provided they are placed by 2PM (GMT) Monday-Friday. Unfortunately, due to busy periods, sales, holidays, stock availability and the handmade/hand-poured nature of our products, we are periodically unable to dispatch orders for up to 7 working days. This is a rare occurrence and we will contact you using the details provided to inform you of any delay.
Express (£4.00 for parcels up to 1kg or £5.00 up to 2kg) | This service usually takes 1-2 working days from the date of dispatch. All express parcels have 2D tracking which allows us to see if a parcel has reached its intended destination or if it has been held at a Royal Mail depot for collection. Unfortunately, this is not a fully trackable service so you will not receive a tracking code or updates on your parcel. We use Royal Mail to deliver our express parcels, delivery times may vary from time to time.
Standard (£2.50 for parcels up to 2kg or FREE when you spend £15 or more) This service usually takes 2-5 working days from the day of dispatch. All standard parcels have 2D tracking which allows us to see if a parcel has reached its intended destination or if it has been held at a Royal Mail depot for collection. Unfortunately, this is not a fully trackable service so you will not receive a tracking code or updates on your parcel. We use Royal Mail to deliver our express parcels, delivery times may vary from time to time.
Next Day Guaranteed before 1pm (£8 for parcels up to 0.5kg, £9 up to 1kg and £11 up to 2kg) Orders placed between Monday and Thursday will be delivered at or before 1pm the following day.. Orders placed on Friday, Saturday or Sunday will be dispatched on Monday and delivered to you on Tuesday at or before 1pm. This service is fully trackable and we will send you a tracking code so you can get more information about your delivery.
Not in for your parcel? | If you are not in, Royal Mail will attempt to deliver to your immediate neighbour. Failing this, the package will be delivered to your local Royal Mail delivery office or Post Office (whichever is nearer) for you to collect. It will remain there for up to 14 days. A card will be delivered detailing what you should do to retrieve your order.
NOTE: We are unable to leave postage instructions on parcels (eg 'Leave in porch', 'leave in black bin', 'throw over the fence' or 'hide in hedge'). Our partners operate a door to door service to ensure our customers have received their parcel(s) safely and as intended. Parcels 'left in black bin' could get damaged, stolen or taken away by mistake. Parcels 'thrown over back gate/fence' could get damaged by throw, animals or weather. Our own and our partner's insurance will not cover any parcel that has not been delivered in the proper manner. You can arrange any postage instruction with your postman at your own risk.
EU Countries (Starting at £3.95 for parcels up to 0.25kg, up to £12.95 for parcels up to 2kg or FREE when you spend £75 or more) | Deliveries to Europe are made via Royal Mail Standard AirMail,. This service takes 3 - 14 working days to reach its destination. Unfortunately, this is not a tracked service so no tracking numbers will be issued.
REST OF WORLD (Starting at £4.95 for parcels up to 0.25kg, up to £19.95 for parcels up to 2kg or FREE when you spend £100 or more) | Deliveries outside of Europe are made via Royal Mail Standard AirMail. This service takes 7 - 21 working days to reach its destination (depending on location). Please note that orders will be dispatched next working day if ordered after 2pm GMT where possible. Unfortunately, this is not a tracked service so no tracking numbers will be issued.
Not in for your parcel? | The policy of your local postal service will differ depending on your location. Therefore, we are unable to guarantee where your order will be delivered to, should you be away from home. It is recommended that you check with the relevant domestic postal service before ordering as you may risk missing your delivery.
Please Note | All postal times are guidelines and services may take longer due to holidays,sales and unexpected delays.
Oops! | Unfortunately, we are unable to refund any postage that was wrongly selected. Please note that we can not amend your details once the order has been dispatched and we cannot refund orders with incorrect addresses after dispatch unless they are returned to us.
Not received your parcel? | Get in touch with us via firstname.lastname@example.org. Please remember that we cannot offer tracking numbers on orders where tracked is not selected, we cannot adjust addresses given to us after dispatch. We offer as much customer care as needed in order to resolve the issue as quickly and efficiently as possible.