Shipping policy

  1. Providing the products
    • Delivery costs. The costs of delivery will be as displayed to you on our website. All shipment is dispatched using Royal Mail with tracking number provided on an email you will receive once your order is dispatched
    • Tracking your order: Please allow time for the tracking information to be updated by the courier. This is out of our control, therefore please allow the reasonable expected delivery time to contact us. All information on the progress of your package should be made available on the courier provider website https://www.royalmail.com/track-your-item  (You can also track, if internationally, at the postal services in your Country - For example: USA orders - https://tools.usps.com/go/TrackConfirmAction_input , CA orders - https://www.canadapost-postescanada.ca/track-reperage/en#/home , AU orders https://auspost.com.au/mypost/track/#/search )
  1. When we will provide the products. During the order process we will let you know when we will aim to provide the products to you.
      • If the products are goods. If the products are goods we will use reasonable endeavours to deliver these to you as soon as reasonably practicable after the day on which we accept your order. However, you acknowledge and agree that any delivery dates quoted are estimates only and time for performance shall not be of the essence.   
      • If the products are a subscription to receive goods. We will supply the goods to you until the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.
    • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
    • Intentionally deleted.
    • If you are not at home when the product is delivered. We deliver our products via the Royal Mail or other recognised courier service. Subject to the courier’s standard practices, if no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
    • If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.
    • When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.
    • When you own goods. You own a product which is goods once we have received payment in full.
    • What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, any customer specifications required in relation to customisable products . If so, this will have been stated in the description of the products on our website. We will contact you [in writing] to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    • Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
      • deal with technical problems or make minor technical changes;
      • update the product to reflect changes in relevant laws and regulatory requirements;
      • make changes to the product as requested by you or notified by us to you (see clause 6).
    • Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 60 (sixty) days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
    • We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 5) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.7). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.6).