Where do we ship?
United Kingdom (local) and Worldwide, except for Belarus, Russia and North Korea.
Fragrances are only purchasable for United Kingdom customers as it is prohibited and restricted items for overseas delivery.
Who do we ship with?
Royal Mail and DPD UK are our main couriers. The choice depends on each order as the weight, destination, item size, restrictions on goods and other factors need to be taken into account.
How long does delivery take?
For all orders we aim to dispatch out in 1-2 working days (where the order does not contain preorders). Delivery depends on the courier service, we cannot guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. Below table is only a reference for Royal Mail Tracked 48, DPD UK and Royal Mail International usual delivery timescale.
| For Orders From | Working Days From Dispatch |
| United Kingdom | 2-3 working days |
| Europe | 3-5 working days |
| Worldwide | 5-7 working days |
What happens if I order preorder items with non-preorder items?
We will wait till all the items are available (the preordered item needs to arrive into our depot) before dispatch of all items together. If you wish for a quick dispatch of the in-stock items first, please do order them separately from any Preorder items.
How will my order be sent to Europe?
All items will be sent using Royal Mail International Tracked service at our discretion.
Please allow 10 working days for delivery after dispatch. Should the item not arrive within this time scale please contact your local sorting office to ensure that they are not holding the item for you. Please note that Royal Mail do not class an item missing until 20 working days has passed as they say it can still be delivered until this time. Replacements for undelivered orders won’t be possible until after this time.
Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.
Who is responsible for customs and import tariffs for parcels sent to Non-UK destination?
From January 1st 2021, the Brexit transition period for the UK and Europe will come to an end. Parcels dispatched from our UK base to addresses in Europe MAY incur customs / import tariffs to the destination country.
Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges. The responsibility for these charges lies with the recipient in the destination country
How will I know when my order has been dispatched?
When your order has been dispatched you will receive an e-mail notification advising you of this.
Failed Deliveries
If our courier is unable to deliver your order because there’s no one home, there is inadequate help available, the goods are refused, the driver is unable to access your address / leave it in an appropriate location or you cancel the order whilst in transit, you will be liable for costs incurred for the goods to be returned or redelivered.
For example if you place an order with us and we ship by DPD, we would not refund the shipping fee for DPD if the driver has attempted to deliver to your address and they have been unable to deliver for a reason not related to the courier’s error. If we are asked to try and ship out the parcel again then this would then incur a second delivery charge.
If we are asked to cancel the order after a failed delivery, then the order would be refunded minus the shipping charge already incurred.
What should I do if I have not received my parcel?
Contact us by sending an email. We will do what we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.
If your order has been dispatched with DPD then we can track and trace it using their online system.
For deliveries to Europe, if your item is not collected and is returned to us then we will issue a refund minus the cost of postage. If not received by you, these items will not be deemed to be missing until 20 working days have passed from despatch date. The timeline may be amended dependent on the Royal Mail or DPD website guidelines.
What should I do if I received wrong item or damaged item in my parcel?
Contact us by sending an email. We will do what we can to help.
It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue. For items sent incorrectly or damaged we aim to exchange or fully refund when unopened and in resalable condition. Please be advised that some items are extremely fragile such as CD cover/container, we will take extra precautions during packaging, but we cannot guarantee it will not have cracks for the cover/container.
If we don’t have this option available we will discuss the other options with you.
My order was cancelled, why?
Unfortunately in some cases we may need to cancel orders if we are unable to fulfil due to stock error, supplier shortage or damage when goods are received at our warehouse. We try to minimise these situations but it is possible to occur. We will try to offer a resolution as best we can, but if we cannot fulfil the order we will need to cancel and will fully refund any payments made where appropriate.