International Customers – Regarding Shipping/Delivery
All packages are shipped using the national postal service – Royal Mail.
International customers please note that if you choose a delivery option with no tracking available we will be unable to offer you a refund should your package become ‘lost in transit’. This is because, once we hand packages over to Royal Mail, we have no control over their delivery times. They aim to deliver items within five working days but ask that we wait until 14 days before raising an issue about lost items.
As you can imagine, if we were to offer refunds for something that we are not responsible for, we will also be out of pocket and that gives way for abuse of that goodwill. If we send items out to you and you don’t receive them, we have fulfilled our part but will chase your package with Royal Mail for you. Royal Mail allow us to raise an issue about delivery but that is very difficult if no tracking is available.
With tracking, we are able to track the journey of the package right up until delivery. This eliminates disputes and should your package still get ‘lost in transit’ we are able to get compensation from Royal Mail and we will fight tooth and nail on your behalf for that. With the economy option however, we don’t have the power to do that. Regardless of the delivery option chosen, proof of postage will always be retained but we strongly recommend choosing ‘International signed for’.
With all of the above said, we do recognise that everyone’s budget may not be able to stretch that far, but please note that if you choose the economy option, you are aware that no refunds are offered for lost items.