1. Order Processing

After an order is submitted, you should receive an order-confirmation email at the address provided during checkout. This confirms that we have received your order but does not necessarily confirm dispatch.

Orders are normally reviewed and prepared during business days, excluding weekends and applicable public or bank holidays. Processing may take longer during promotional periods, seasonal demand, severe weather, stock checks or other exceptional circumstances.

Some products may be dispatched separately due to their size, stock location or fulfilment requirements. Where an order is split into multiple shipments, separate tracking details may be issued.

2. Shipping Rates

Orders with a merchandise subtotal below $59.99 are charged a flat standard shipping fee of $15.00.

The qualifying order value is calculated after discounts and promotional codes, but before taxes and any optional delivery upgrades. Gift cards, previously purchased store credit and cancelled items do not count toward the free-shipping threshold.

Additional charges may apply to oversized, unusually heavy, remote-area or specialist-delivery orders. Any additional charge will be shown during checkout before payment is completed.

3. Delivery Estimates

Standard delivery normally takes 7–15 business days after dispatch. This timeframe does not include order-processing time, weekends or public and bank holidays.

Estimated dispatch and delivery information may also be shown on the product page, during checkout or in the order-confirmation email. Delivery dates are estimates unless we expressly confirm that a particular date is guaranteed.

Delivery may be affected by circumstances outside our reasonable control, including:

• Carrier delays and network congestion.
• Severe weather or natural events.
• Public or bank holidays.
• Incorrect or incomplete delivery details.
• Customs, security or regulatory checks where applicable.
• Industrial action or transport disruption.
• High seasonal or promotional demand.

4. Order Tracking

When tracking is available, a dispatch-confirmation email will be sent containing the carrier name and tracking information.

Tracking updates may take some time to appear after a shipping label is created. A label-created status does not always mean that the carrier has completed its first physical scan.

If tracking has not updated for an unusual period, contact [email protected] with your order number.

5. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout. Please check the recipient name, building number, street, city, state or county, postcode or ZIP code, and contact information before submitting the order.

Contact us immediately if an address correction is required. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

Additional shipping charges may apply where a parcel is returned, redirected or reshipped because the customer supplied an incorrect or incomplete address, failed to collect the parcel, or refused delivery without a valid product-related reason.

6. Shipping Delays and Backorders

If we become aware that an order cannot be shipped within the stated or reasonably expected time, we may contact you with a revised estimate and available options.

Depending on the circumstances, you may be offered the choice to:

• Continue waiting for the revised shipment date.
• Remove an unavailable item from the order.
• Accept an appropriate alternative where expressly agreed.
• Cancel the affected unshipped item or order for a refund.

We will comply with applicable laws governing delayed internet orders, cancellation rights and refunds.

7. Lost, Missing or Undelivered Packages

Before reporting a parcel as missing, please:

• Review the tracking information.
• Check the delivery address on the order confirmation.
• Check safe places, porches, entrances and reception areas.
• Ask household members, neighbours or building management.
• Review any delivery photograph or carrier notice.

If the parcel still cannot be located, contact us promptly at [email protected] . We may ask you to confirm the delivery details and complete any information required for a carrier investigation.

Where an order is confirmed as lost before valid delivery, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund.

8. Damaged, Faulty or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if an item:

• Arrives damaged or defective.
• Is not the product ordered.
• Is missing parts or components.
• Is materially different from its product description.
• Does not function as reasonably expected for its stated purpose.

Your email should include:

• Your order number.
• The product name.
• A clear description of the issue.
• Photographs or video showing the item, packaging and shipping label.

Do not dispose of the product or packaging until we have reviewed the claim. We may need the packaging for verification or carrier purposes.

9. Return Period

In addition to any mandatory legal rights, we offer a voluntary return period of 30 calendar days from the date of delivery for eligible products.

A return request must be submitted within this period. Returns sent without prior authorisation may be delayed, refused or returned to the sender where permitted by law.

The 30-day policy does not limit rights available for faulty, misdescribed or otherwise non-conforming goods under applicable consumer law.

10. Return Conditions

Change-of-mind returns must generally meet the following conditions:

• The return request is made within the applicable return period.
• The product is unused and in a resalable condition.
• The product is returned with its original packaging, labels, manuals, accessories, components and promotional items where reasonably applicable.
• The product has not been installed, assembled, modified or damaged.
• The item shows no avoidable signs of outdoor use, soil, moisture, chemicals, fuel, oil, plant material or excessive handling.
• Valid proof of purchase is supplied.
• The return follows the instructions issued by our support team.

Customers may inspect a product to the extent reasonably necessary to determine its nature, characteristics and function. Where permitted by law, a refund may be reduced to reflect avoidable loss in value caused by handling beyond what would reasonably be permitted in a retail shop.

11. Products That May Not Be Eligible for Change-of-Mind Returns

Unless faulty, damaged, misdescribed or otherwise required by law, the following products may be excluded from voluntary change-of-mind returns:

• Personalised, customised or made-to-order goods.
• Perishable goods, live plants, seeds or products likely to deteriorate.
• Sealed hygiene-sensitive products after the seal has been removed.
• Opened chemicals, treatments, fertilisers, fuels or liquids.
• Products contaminated by soil, plant matter, pests, chemicals, oil or fuel.
• Products installed, permanently assembled, altered or cut to a customer-specified size.
• Gift cards or other non-returnable stored-value products.
• Clearance or final-sale goods expressly identified as non-returnable.
• Any other product legally excluded from a cancellation or return right.

A sale or discounted price does not remove legal rights relating to faulty, misdescribed or non-conforming goods.

12. How to Request a Return

To begin a return, email: [email protected] .

13. Return Shipping Costs

We recommend using a trackable service for customer-arranged returns. The customer remains responsible for the return until it reaches the authorised return location, except where applicable law provides otherwise.

14. Refunds

Returned products are inspected after arrival. We will notify you when the return has been received and whether the refund has been approved.

Approved refunds are normally issued to the original payment method. Processing by your bank, card issuer or payment provider may take additional time after we submit the refund.

Subject to applicable law, a refund may exclude:

• Optional or upgraded delivery charges above standard delivery.
• Customer-paid return postage for a change-of-mind return.
• Non-refundable services already fully performed.
• A reasonable deduction for avoidable loss in value caused by excessive handling, use, damage or missing components.

Refund timing and the amount refunded will always remain subject to mandatory consumer law. Where required, standard outbound delivery costs will also be refunded.

15. Exchanges

Direct exchanges may not be available for every product or fulfilment location.

When an exchange is unavailable, the original item may need to be returned for a refund and a new order placed separately. Replacement availability and pricing cannot be guaranteed until the new order is completed.

Where a verified product defect or fulfilment error exists, we may offer repair, replacement, refund or another appropriate remedy depending on the circumstances and applicable law.

16. United Kingdom Cancellation and Consumer Rights

For most eligible online purchases made by United Kingdom consumers, the statutory cancellation period begins when the contract is formed and normally ends 14 days after the day the customer, or a person nominated by the customer, receives the goods.

To exercise this right, the customer must clearly notify us of the decision to cancel within the applicable cancellation period. No reason is required.

After notifying us, eligible goods should normally be returned within a further 14 days, following the return instructions supplied by our support team.

For an eligible statutory cancellation:

• The purchase price will be refunded in accordance with applicable law.
• The cost of the least expensive standard outbound delivery method offered may also be refunded.
• Additional costs for express or upgraded delivery are not normally refundable beyond the standard-delivery amount.
• The customer is normally responsible for direct return costs where properly informed, unless the goods are faulty, incorrect or misdescribed.
• We may wait until the goods are received or valid evidence of return is provided before issuing the refund, where permitted.

Statutory cancellation rights may not apply to certain products, including personalised goods, perishable goods, unsealed hygiene-sensitive products and other legally excluded categories.

17. United States Customers

Our voluntary 30-day return policy applies to eligible United States orders, subject to the conditions and exclusions stated above.

Additional consumer rights may vary by state. Nothing in this policy is intended to exclude rights that cannot lawfully be excluded or limited.

If we cannot ship an order within a promised shipping period, or within the period otherwise required by applicable United States law, we may request consent to a revised shipping date or cancel and refund the affected unshipped order as required.

18. Order Cancellations Before Dispatch

Contact us as soon as possible if you wish to cancel or amend an order. We will try to assist, but cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfilment or dispatch.

If cancellation is no longer operationally possible, you may need to receive the order and follow the applicable return process. This does not affect any mandatory cancellation rights.

19. Refused and Unclaimed Deliveries

A parcel refused or left unclaimed may be returned to the sender. After the parcel is received and inspected, any refund will be handled in accordance with this policy and applicable law.

Where legally permitted, actual shipping, return-to-sender or handling costs arising from an unjustified refusal, incorrect address or failure to collect may be deducted from the refund.

20. Policy Updates

We may update this policy to reflect changes in our delivery services, fulfilment arrangements, return procedures, legal obligations or business practices.

The version displayed on this page at the time of purchase will normally apply to that order, subject to any mandatory rights or later changes that are more favourable to the customer.