Delivery
Everything here is what actually happens rather than a best case. Dispatch windows, transit times, tracking behaviour and the situations that cause delays are all set out below.
Orders placed before 2pm on a business day are usually picked the same day. Anything after that, or on a weekend or public holiday, is processed the next business day.
You'll get an order confirmation immediately. That email confirms we've received the order, not that it has shipped. The dispatch notice with your tracking number is a separate email and arrives when the parcel physically leaves.
Tracking numbers are generated at the point the label is created, which is often several hours before the carrier scans the parcel in. Until that first scan happens the link may show nothing at all. This is normal and doesn't mean anything has gone wrong.
If the tracking hasn't updated after three full business days from dispatch, email us and we'll chase it with the carrier directly.
Orders with several items are sometimes sent as separate parcels arriving on different days. Each parcel gets its own tracking number, so a partial delivery isn't a missing order.
We can amend an address before dispatch but not after. If a parcel is returned to sender because of an incorrect or incomplete address, we'll resend it once you confirm the correct details.
Most carriers will leave the parcel in a safe place or card you for collection. If you'd prefer an authority to leave, add a note at checkout and we'll pass it to the carrier.
Christmas, Black Friday and major weather events all extend carrier transit times beyond the windows above. We flag known delays on the site when they occur.