Christmas gifts purchased between 20 October and 13 December each year benefit from our extended returns period until 15 January. Outside of this our standard 28 day returns policy applies.
To calculate applicable delivery charges and options simply add the required item(s) to your basket and select the required delivery destination from the drop down menu. Delivery prices may fluctuate depending on the weight of the items ordered. We offer FREE UK economy delivery on any order over £35 containing at least one full price item - please see below for more details.
Depending on the delivery destination and the products ordered we offer a choice of delivery services – Express, Standard, Economy and the ability to collect products from one of our retail stores. Our Express service is available on selected products and ensures priority despatch and guaranteed delivery speed. In the UK our express delivery service is delivered on the next working week day (excluding deliveries to Scottish Highlands and Islands which may take an additional working day). We do not currently offer weekend delivery services. Orders placed at weekends or on public holidays will be not be despatched until the next working week day, subject to product availability. We have a 3pm cut off, so orders must be received and have cleared security checks by 3pm in order to be despatched in time for the next working week day express delivery service. All our delivery services are tracked, insured and require a signature on delivery. Our standard delivery service uses priority courier services to ensure you receive your parcel promptly following despatch. Our economy service offers great value worldwide and is free for UK orders over £35 containing full price merchandise. Transit times of economy parcels may vary, particularly at peak times such as Christmas as it is not a guaranteed time service. Orders placed using our collect in store option offers customers the convenience of collecting their parcel from any of our retail stores. Parcels are usually available for collection within 5 working week days* of order, but please await receipt of our ‘ready for collection’ email before attempting to collect your parcel from the store.
More information on each of our delivery options is shown below; please note this is general information as delivery times may vary depending on specific delivery destination.
Please note that delivery of certain brands or products may not be available to some delivery destinations.
Parcel tracking and delivery (express, standard and economy services)
When your order has been despatched using our express, standard or economy services we will email you a parcel tracking number. This will enable you to track the progress of your parcel, although please note that full tracking is not available in some countries. For international orders please allow 14 days for delivery (please note we are unable to influence delays caused by international customs and their security checks) from the date of despatch. The parcel reference can also be found in the 'my account' section of our website following despatch, online tracking information will not be available until the parcel has been physically scanned at the central hub on the first working week day evening following despatch. So if you don’t immediately see tracking information please check again later as it often takes some time for the tracking information to update. Please note that parcels despatched at the weekend may not enter the delivery system until the following working week day, i.e. parcels despatched on Saturdays will not generally have tracking information available until the following working week day evening.
Please remember that someone should be available at the delivery address to receive the parcel as all parcels require a signature on delivery. If someone is not available to receive delivery, then the parcel may be left with a neighbour, at a local Post Office or returned to the courier’s depot.
Security checks and cut off time
Orders are despatched as soon as possible. We have a 3pm cut off time; orders which pass payment verification after this time are treated as having been received on the next working week day*. Payment verification generally takes 1-2 hours from when an order is placed, but occasionally can take longer. We recommend you place your order as early as possible to avoid disappointment. Orders despatched on a non working week day* will generally not have online tracking available until the evening of the first working week day* following despatch.
Import duties and VAT
We do not charge VAT on orders delivered outside of the European Union (EU). To see prices without VAT simply add the items to your basket and select the appropriate delivery destination from the drop down menu. For deliveries to the Channel Islands please register for an account with a valid CI post code and the website will also deduct VAT for you. Deliveries to BFPO addresses outside the EU are also VAT free.
Deliveries outside of the EU maybe subject to the destination countries import duties and other local taxes (e.g. the equivalent of UK VAT). Any such charges are the responsibility of the recipient to pay (as stated in our terms and conditions of sale). We will provide the relevant customs documentation, either a CN22/23 and/or a commercial invoice on the outside of the parcel for the receiving customs office to view. If in any doubt regarding potential import duties or taxes please contact the relevant local customs office for clarification and further guidance. It may be prudent to undertake this prior to placing your order.
Unfortunately we are not able to provide certificate of origin for any product and do not currently offer VAT free sales to EU VAT registered companies.
Value Added Tax (VAT) is a European Union sales tax, also known as IVA in some countries. In the UK it is charged on most goods at a rate of 20%. VAT is currently not charged on purchases of children's clothing and children’s footwear. All prices listed online include VAT where applicable, unless the delivery address has been set to a destination outside the EU. The requirement to charge VAT is dictated by the delivery destination. Consequently if the delivery destination is outside the EU (e.g. Channel Islands) then VAT is not due and will automatically be deducted from your online order total.
Express Delivery is our fastest delivery service, ideal for when items are urgently required. Express Delivery is only available on items which are immediately available for delivery. If the items are not immediately available then Express delivery will not be offered as a delivery option online. In the UK Express delivery items are delivered the next working week day (excluding deliveries to Scottish Highlands and Islands take an additional working day in addition to any date shown) providing orders have been received and have passed security checks by 3pm* on a working week day. Orders to primary European destinations are usually delivered within 2 working week days. International delivery outside the EU may take longer, although generally parcels should be delivered within 7 days from the date of despatch (please note we are unable to influence delays caused by international customs and their security checks). Express delivery charges vary depending on the weight of the item(s) ordered and the delivery destination.
Our standard delivery service to the UK, including Northern Ireland, IoM, and Channel Islands costs £3.95. Our website displays specific delivery prices for each order. UK standard delivery orders are generally delivered within 5 working week days*. International standard delivery orders are usually delivered within 10 working week days (please note we are unable to influence delays caused by international customs and their security checks).
Our Economy Delivery service in the UK is free of charge on orders over £35 containing at least one full price item, and outside the UK offers great value. Economy Delivery orders are generally delivered within 7 working week days*. International orders are generally delivered within 14 working week days from the date of despatch (although this is not guaranteed). We do not recommend using the Economy Delivery option for items which are urgently required.
Please note our Economy Delivery option is only available for orders containing at least one full price item. For orders containing only sale, special offer or discounted items, the Economy Delivery option will not be offered online.
Collect in store
Product despatched to our retail stores can be delivered free of charge and are generally delivered to store within 5 working week days*, but please await receipt of our ‘ready for collection’ email before visiting the store to collect your parcel. Once the parcel is despatched an email notification will be sent advising the order is on the way to the store. We will email you again with a ‘ready for collection’ message when the parcel arrives at the store and is ready for collection. Orders despatched to store are packaged as they would be if they were delivered to a standard delivery address and will be held in store for 14 days, if the parcel is not collected within this time the order will be cancelled, items retuned to stock and payment refunded. Full details of our store locations can be found on the retail stores page.
BFPO delivery addresses
We are pleased to be able to offer delivery to BFPO destinations. BFPO delivery orders are usually despatched within 5 working week days* and then passed to the BFPO for onward transit. Due to operational issues BFPO is not able to guarantee parcel transit times. BFPO parcels are traceable up to the point they are handed to BFPO.
Deliveries to some BFPO locations outside the EC may be exempt from VAT; a list of applicable numbers is available at www.mod.uk. Some deliveries within the EC may also be eligible for VAT exemption under Article 151 Principal VAT Directive 2006/112/EC (formerly Article 15(10) of the EC Sixth VAT Directive).
How delivery costs are calculated
Delivery costs for all orders are calculated according to the weight and/or volume of the items ordered and the chosen delivery destination. Delivery options will be offered according to stock availability.
All our orders are billed in Pounds Sterling, and although we may offer an indicative local currency conversion, we do this only for guidance. We do not accept any liability for any currency fluctuations, and please bear in mind that the actual conversion rate used by the card issuer maybe different to the indicative rate provided by us.
You are able to monitor the progress of orders by logging into your online account. As orders pass through our system the order status will change depending on the position in the system.
Orders can have the following statuses:
ORDER ENQUIRY - You have placed an enquiry with us but as we have not yet received full payment your enquiry is not yet treated as an order. Please contact us to confirm your instructions if you wish to proceed with the order.
ON HOLD - The order has been placed on hold and will not be despatched until the hold is removed. This may be for instance because you have requested a delayed despatch.
REVIEW - We need to confirm some additional details regarding your payment, please contact us ASAP to discuss this.
FAILED RELEASE - At the point of despatch your payment has failed. Please contact us ASAP to confirm your current payment details.
PAID – The order has been received and is currently being processed; this includes payment verification and pending stock transfer or allocation.
READY TO PICK – The order has passed payment checks and stock has been allocated.
IN PICKING – The order is currently being picked ready for despatch.
PICKED – The order has been picked and is ready for despatch. Once orders have reached this status they cannot be amended or cancelled.
DESPATCHED – The order has been despatched; online parcel tracking will be available when the parcel is scanned at the central depot on the first working week day evening following despatch.
CANCELLED - The order or enquiry has been cancelled and will not be processed further.
RETURNED – An item or items have been returned to us. If you have returned items and your order status does not yet show ‘returned’ this may be because we have not yet received your items, or they may be awaiting processing by our returns department. Please note it generally takes 2 working week days for your return to be processed, and depending on your bank it may take up to an additional 5 working week days for monies to be returned to you.
AWAITING RETURN - We are currently awaiting the receipt of your returned item(s). Once we have received and verified your returned item(s) we will process your new exchange order or refund.
EXCHANGE - AWAITING RETURN - We are currently awaiting the receipt of your returned item(s). Once we have received and verified your returned item(s) we will process your new exchange order.
In the UK we primarily partner with the Royal Mail, DPD and ParcelForce to offer a comprehensive choice of delivery services although this may vary from time to time depending on operational requirements. Worldwide deliveries are undertaken by a variety of delivery partners and agents, if you have a specific question regarding deliveries in a particular country please contact us for further information.