How much is delivery?
That depends where you are. In the UK we have negotiated a flat rate with DHL: £6.75 (including VAT) for most UK addresses, rising to £10.95 for Northern Ireland, some parts of northern Scotland and any of the offshore islands. Please see our Payment & Delivery Page for full details.

For everywhere else (including the Channel Islands) the cost of delivery will depend on the weight and dimensions of your parcel, so it is different for every parcel. As a result we will need to know exactly what you want to buy before we can provide you with an estimate. However you can be assured that we will never take payment from you unless you have told us that you are happy with the delivery cost.

I'm in the UK and my order is small - do I still have to pay £6.75 for delivery?
Sorry but yes - we will still get charged the same whether your parcel weighs 100g or 29kg and we are simply passing the delivery charge onto you. We don't profit from delivery charges.

I have just placed an order - how quickly can I expect to receive it?
UK orders - please allow up to 5 working days for us to process your order (subject to stock availability), and then our delivery service can take a couple of days depending on where in the country you are. Please note that we only dispatch parcels Tuesday - Friday, and delivery to you is Monday - Friday unless you specifically request Saturday delivery and this is available in your area.

Orders outside the UK, you will first receive an email from us with a quote for delivery - please allow several days for us to do this. Once you have emailed us back to say that you are happy with the delivery cost please allow a few more days for your parcel to be dispatched, and then delivery depends on where in the world you are (usually around 3 days in Europe, 7 days for the rest of the world)

I have placed an order but haven't received a confirmation email - have you received my order?
The order confirmation emails are created automatically but they might get stuck in your Spamfilter or perhaps your email address was entered incorrectly when you placed the order. Please login at the top right hand side of the page and you should be able to see your order - if not then email us and we find out what is happening.

Will you tell me when my order has been dispatched?
We will send you an email when your order is dispatched, and if delivery is to a UK address then you will also receive a series of emails with tracking information so that you can track your parcel's progress. Please check your email spamfilter if you do not receive these emails.

I need my order tomorrow can you help?
Unfortunately we are unable to offer same day dispatch - our parcel collection for the day is usually finalised before 8am.

I received an email today to say my parcel is out for delivery, but it hasn't arrived yet - what should I do?
The email will allow you to click through to DHL's parcel tracking system. If you are concerned please contact your local DHL depot with your tracking number (details of both are available from the tracking system).

If you can't access this information please contact us for details, however please note that we have no more information than is available on the DHL's tracking system and have no details about when during the day your parcel will be delivered - that just depends on your local driver's route.

What happens if I am not in when my parcel is delivered?
If your parcel was sent on our standard delivery service to a residential address you will be left a card by DHL. Your local driver may try to leave your parcel with a neighbour if not then they will try to deliver again the next working day. Unfortunately no specific time for delivery can be given. If you are not in again DHL will hold your parcel for one week before returning it to us. In this situation please contact your local depot to re-arrange delivery or to collect from your local depot. Please note that if your parcel is returned to us DHL do charge for this return journey.

For business addresses only one delivery attempt will be made after which you will need to contact DHL for re-delivery or collection from your local depot. Please note in some circumstances there will be an additional charge for re-delivery to a business address. Again DHL will keep your parcel for one week before returning it.

I don't like to order online, can I still place an order with you?
You are very welcome to telephone us with your order on 020 8442 0558 (Tueday-Friday, 10am-6pm), or write to us, or email us. Just please, for security reasons, don't put credit card details in any emails or letters. If you would like to place your order by letter or email then we will take payment details over the telephone.