What is the delivery cost of my order?
What would the delivery time of my order be?
When will my order be dispatched?
The status of my order is ‘processing’, what does this mean?
The status of my order is ‘completed / dispatched’, what does this mean?
My order hasn’t been dispatched yet, what’s happening?
My order has been dispatched but not arrived yet, what should I do?
I have ordered two or more items at the same time but only one has arrived?
It has been more than 15 working days and my order has still not arrived, what should I do?
My order line doesn’t show a picture of the package, is this a problem?
Can I ship to an address other than my billing address?
What is release date or compensate?
We offer free shipping and delivery on our products to UK customers. This would exclude Northern Ireland and some regions of Scotland for hardware and other items sent via courier. If you are located in an area where a delivery charge is applicable this will be calculated and displayed once the item is added to your basket.
International delivery costs will be displayed at checkout. Price will vary depending on your selected shipping option and weight of the item.
On dispatch to you can expect to receive your order within 1-3 working days.
On dispatch with you can expect to receive your order within 1-3 working days.
On dispatch you can expect to receive your order the next business day (Monday –Friday).
On dispatch you can expect to receive your order the next business day (Monday –Friday).
Times will vary depending on your countries import regulations and postal service. Please check with your local Post Office for an estimate on how long it takes to ship items from the UK to your country.
All orders through the Royal Mail delivery service will be dispatched up until 5.20pm (Monday –Friday), with TNT & DPD deliveries up until 5.00pm (Monday –Friday). During busy periods such as Christmas we can dispatch on Saturday as well though.
If your order is placed outside of these hours it will be dispatched the next working day (Monday –Friday).
If an item is on pre order and not in stock, this will be dispatched as soon as further stock arrives into our warehouse.
At checkout you will have a selection of delivery options. This will determine the service your order is shipped out on.
This means currently your order is being packaged and labelled for posting shortly.
This means your order has been shipped from our warehouse and passed to our carrier for delivery to you.
If you order has been dispatched via a trackable delivery method you will be able to find tracking information through the orders section of your account. You are also able to track the item through the carrier company’s website with the tracking number we have provided.
This delay on dispatch could be for various reasons with the most common as follows:
Please also make sure to check if any notifications have been sent to you regarding the status of your order. If you have been notified that your card payment has been declined first make sure to check if the card has expired. If the card is in date contact the bank directly as they will be the only ones that can provide further information regarding the problem.
Firstly please check that the postal or courier service has not left you any cards or notes stating that they tried to deliver your parcel while you were out. If you do find one of these cards please follow the instructions on the card to arrange collection or another delivery.
If no card has been left please contact the carrier for further information regarding your package.
Please contact the carrier directly, full information on who is delivering your order can be found on your account orders section or your order receipt.
The tracking information of my order advises it has been delivered, however I have not received it, what should I do?
We do request with all our carriers offering a trackable service to only leave the package at the property advised on the address label. This can be missed by the driver sometimes and your package may be released to a neighbour providing a signature is given. We’d firstly advise checking with your neighbours to see if a package has been delivered to them.
Alternatively the package could have been left in a secure location on your property, usually the tracking information would advise this. If you have still been unable to locate the package we’d advise contacting the carrier directly as they would be able to provide detailed information on the delivery of this package.
If your order has not arrived by the expected delivery date this is usually no reason for concern right away. We would advise first checking with your local sorting office to see if delivery has been attempted or asking your neighbours if the package has been left with them.
On the odd occasion small delays can occur in the postal service so we would advise waiting a few more days after the expected delivery date. If this order has still not arrived please see out lost parcel claim policy here.
If your orders have been shipped via Royal Mail you have no reason for concern at the moment. We ship all Royal Mail orders out separately so it isn’t unusual for one or more of your packages to have been possibly delayed in the sorting process within Royal Mail. I would expect delivery of your other orders within the next few days.
If your order has been dispatched via TNT or DPD courier service yet some of your items are missing from your order, please contact us right away.
If your order was shipped via Royal Mail postal service and has still not arrived you will be eligible to raise a lost parcel claim. Full information on how to do this can be found here.
Please note EU customers are required to wait 28 working days and rest of the world 40 working days.
Not all our packing machines have the photo facility so it’s nothing to be concerned about if your order line doesn’t include a packing image.
Phone:0845 6050767
Website:www.royalmail.com
Phone:0800 100600
Website:www.tnt.co.uk
Phone:08445 560560
Website:www.dpd.co.uk
Your first two orders with us must be shipped to your billing address for security and fraud prevention reasons. After your first two orders have been completed on our system you may edit your delivery address through your account section. If you use Paypal we will always ship to the address verified by Paypal.
Please note for customers outside the UK you must be a Silver or Gold member to change the delivery address.
For every pre order of a new release product you place with us, you will automatically qualify for a £5.00 store credit should we fail to deliver this product on time with First Class Signed For Delivery. Full information on this can be found here.
