Shipping policy

 

• Delivery Service Providers We mostly use Royal Mail for delivery, but may also use Yodel for UK parcels. Less frequently we may also use DPD, UPS, or Landmark when sending parcels internationally. If you have a courier preference please contact us before completing your order.

• Tracking  All our carrier services include automatic tracking and updates, available online using the tracking code provided. Additional tracking services, such as signature on arrival, can be added to any delivery for a small additional cost.

• * Import payments  All International parcels may be liable for additional import VAT, duty charges and administration costs added on arrival in the destination country. We complete all customs labels fully and accurately with tariff codes. We do not quote costs of import charges as each country's rates vary, and will vary according to your order value and contents. Our company is not in the IOSS scheme. We recommend you check the duty free allowance for the destination country before placing your order.

 

• ** SENDING TO THE USA from AUGUST 30th 2025 Currently all parcels MUST have customs import costs paid at the point of sending, due to the changes in USA import policies. There are also no longer minimum allowances set for the USA, and charges are estimated to be 25-30% of product value. 
• The courier will calculate your VAT and import fees in line with USA tariffs set, in relation to product type and value. We therefore will accept your order, prepare it for posting, and then when required, send you an additional import invoice as generated by the courier. We generally use Royal Mail as they do not add administration fees, saving you up to an extra £10 compared to other carriers.  Unpaid customs invoice requests will lead to order cancellation after 48 hours.

 

DELIVERY SCHEDULE

Our UK delivery schedule is estimated to be 3-5 days from order confirmation to delivery receipt. For an alternative cost you can choose to send your parcel on a 1-2 day first class delivery service.

International carriers estimate 7-10 days, but will vary depending on the destination country, and customs processes. 

We aim to get all weekday orders posted within 2 working days of receipt, and orders received after 4.30pm on a Friday will be sent on a Monday. If your order is affected by an unusual delay we will contact you.

Bank Holidays will add additional time to the delivery of your order, so please bear this in mind if a parcel is taking longer than expected, and you ordered close to a Bank Holiday date.

If you have an urgent order please contact us before completion, and we will confirm options to get your parcel to you as quickly as possible. Some extra charges may be incurred in minimal cases, e.g. Guaranteed next day delivery by 12pm.

 

CLICK AND COLLECT

If you live locally to Tavistock or Plymouth we request that you consider helping us reduce our carbon footprint, by ordering items for collection, rather than for a postal delivery.

Our shop in Tavistock has street side loading bays that you can quickly park in to collect, or our address in Plymouth is residential and items can be collected at any time 24/7

Click and Collect orders can be left unpaid at the time of ordering. Unpaid orders are held for a week, or until a mutually agreed date.

You will receive an order update informing you that your order is ready for collection, and usually this will take up to 48 hours. If your order is affected by an unusual delay we will contact you.

Terms of Delivery

We package all items in a safe and secure way, using recycled packaging, stock boxes, and mail bags where possible. Any plastic packaging used can be placed into a normal recycling plastic bin at supermarkets, and some items are also compostable. 

We also operate a paperless system. Please keep all email correspondence relating to your order secure, as you will not find paperwork included in your parcel.

We will send your parcel via Courier Services where your parcel size/weight is outside the parameters of Royal Mail small parcel size, or proves to be more cost effective.  Your delivery confirmation should show the delivery provider and tracking code where available. 

We reserve the right to change delivery costs and options without prior notice. 

For further important policy details regarding delivery of UK and International orders please read section 11 of our terms of service

 

Lost in Transit Orders / Non Delivery Orders

• Have you regularly checked on the status of your order using the tracking code provided, on the relevant courier website?
• Has it now been 10 working days (20 working days for international orders) since your order was marked as dispatched?
• Have you contacted your local sorting office or courier depot to see if they are holding the order?
• For courier services does the tracking indicate a successful delivery, or is it showing a pause in transit?

If the answer to each of these is 'yes' then please contact us, and we will check for you.

For further policy details regarding lost or returned deliveries please read section 11 of our terms of service