Shipping & Returns
We have a dedicated fulfilment department, who are committed to getting the items fulfilled as quickly and as securely as possible.
All orders placed before our 3pm cut-off time will be dispatched the same day.
All of our shipping options are based on weight and product types. The appropriate shipping options will automatically be available at the checkout, based on the items within the order. Packaging weight is calculated at 10% of the total product weight, which will already be included with your items.
Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.
The listed durations are estimates only and the couriers cannot always guarantee delivery within these times. Carriers may be subject to delays on rare occasions, and we will not be able to refund postage costs in these cases.
Royal Mail 24/48 is a delivery confirmation service only, so tracking will only update once the parcel has been delivered. However, for the 24/48 Tracked services, full tracking will be available.
If, for any reason, the service selected is not suitable for your product(s), we may use an alternative option.
If it is the case that you have multiple items with varying dimensions in an order, especially for large items, then we may have to provide a custom shipping quote based on the order. This is regardless of what is charged at the checkout.
For orders that require a pallet, please send the order manually to us via email, so we can select the correct pallet size and service for your order.
Cut off time and delivery duration vary for pallets.
Insurance, Loss and Damage:
We do not take responsibility for parcels that are lost or damaged in transit. However, each fulfilled product can be insured up to the value of $1200. Shipping insurance can add some extra piece of mind when it comes to high value items. See price list for insurance costs.
Once the parcel has been passed to the shipping company, we do not have control over the delivery. In the unlikely event of any delivery issues, please get in touch with us as soon as possible, as we will not be notified until the situation is brought to our attention. We will liaise with the courier company to find the quickest and most effective outcome.
We will choose the most appropriate packaging for each product, based on its size and weight. We also have a fragile option, for products that require additional packaging and protective materials.
Paying for the fragile option does not mean that the product is automatically insured, as we are still not liable for the items that are in transit. See price list for fragile pricing.