***For all shipping queries contact Aaron! firstname.lastname@example.org***
NOTE: WE WILL NOT SHIP TO HOTEL ADDRESSES DUE TO PREVIOUS LOSSES - SORRY
Our products are shipped direct from our factory in Macclesfield near Manchester, England (UK).
Shipping charges are calculated automatically when you check out. They vary depending on the weight and size of the item. You will have several shipping options. These are described and you can choose the one that suits you the best. We ship most items Worldwide. If we can't ship an item it will state this clearly in the product description. We aim to break even on shipping, so shipping costs include the postage, and all consumables (envelopes, boxes, tape etc). UK customers have to pay VAT on all order charges - including postage.
The "same day shipping" cut-off times listed below are not guaranteed, but nearly all orders placed before those times do get sent out the same day.
We are closed during weekends and on bank holidays. Orders placed while we are closed will normally be sent out the next working day.
For UK shipping we use Royal Mail, myHermes, or DHL. The options available and their costs depend on the size and weight of your order and will be calculated at checkout, please see the below table for more information.
For orders where "Hermes and/or Royal Mail" is selected as the shipping method, we will send any SOTAPOLEs or kites using Hermes (tracked, usually takes around a week to arrive), and any other items in the order using Royal Mail 24 untracked. If you would like all parcels in the order to be tracked, please select DHL instead of "Hermes and/or Royal Mail".
|Average Delivery Time (Working Days)||Tracked?||Signed?||Same Day Shipping by:|
|Royal Mail 24||1 - 2||optional||✘||2.00pm|
|Royal Mail 48||2 - 3||✘||✘||2.00pm|
|DHL Express||Next Day||✔||✔||1.00pm|
|Hermes||3 - 5||✔||✘||N/A|
We can ship to virtually any address in the world using the shipping methods below: (Note that there are restrictions on shipping some products to international destinations)
In some cases we will ship your order as more than one package, but by the same carrier. If this is a problem, contact us before placing your order so that we can investigate alternative shipping methods.
When you place an order, we will estimate shipping charges based on the availability of your items and the shipping options you choose.
|Tracked?||Signed?||Same Day Shipping by:|
|Royal Mail - International Standard||✘||✘||2.00pm (GMT)|
|Royal Mail - International Tracked||✔||✘||2.00pm (GMT)|
|Royal Mail - International Tracked & Signed||✔||✔||2.00pm (GMT)|
|DHL Express||✔||✔||1.00pm (GMT)|
Please note that Royal Mail parcels may take a long time to arrive. Delays to parcels are currently rather unpredictable and sometimes quite long.
Parcels sent by expedited courier or by DHL Express usually arrive much quicker.
The shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, weights are usually rounded up to the next full weight unit.
Tracked carriage is usually faster and more secure. When you opt for a tracked service (at checkout) we will send your item by the most economical tracked service. We normally use these carriers:
MyHermes - UK only: tracking link
Misc Couriers not listed - UK and overseas: tracking link
Royal Mail - UK and overseas: tracking link
DHL Express - UK and overseas: tracking link
People sometimes ask if we have any additional tracking information; we don't! Once an item leaves the UK the detail of the tracking information varies widely depending on the carrier and the country the goods are in. We have no way of getting additional information - sorry.
Item did not arrive?
The good news is that over 99% of items arrive safely. If your item has not arrived it is usually the result of a delay rather than being lost in the post.
UK items are considered "lost" by Royal Mail after 15 working days from the date of postage. We will refund or resend after this time. If your item is taking a long while to arrive, here are some suggestions based on many years of experience:
- check that it has not been left with neighbours or in some "safe" location near your front door;
- check with other family members to see if they have a delivery card;
- check with your local sorting office (bring identification and proof of address), occasionally items are returned there and no card is left.
Overseas items can take a long time to arrive. This time is not in our control. We will refund or replace after 20 working days (Europe) or 25 working days (rest of World) from the date of postage.
Note: Working days are Monday to Friday, not including UK Public holidays.
Occasionally we offer free or reduced-price shipping on certain items. If we do this we reserve the right to ship by the cheapest possible method. These offers only apply to the specific item and additional shipping charges may be applied for other items.
You may return purchased items within 14 days of delivery for a full refund. We'll also pay the return shipping costs only if the return is a result of our error (you received an incorrect or defective item, etc.).
If you want to return an item, please e-mail us at email@example.com with the details. Please don't return an item until after we respond to you. You should receive an e-mail notification of your refund once we've received and processed the returned item.
You should expect to receive your refund within two weeks of returning your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).