Due to the unfolding situation with Coronavirus (COVID-19) we want to keep you up to date with any changes we may need to take to protect our staff and their families in line with government directives and any impact this may have to the service we provide to you, our valued customers.
We will continue to monitor the situation and will update this page as and when we need to make any changes to our service in line with government instructions and to ensure the safety of our staff and families whilst providing our service to you.
Firstly, we’d like to apologise to you for any delay in receiving orders that you’ve placed with us during this transition period which may result in your order being delivered up to 72 hours later than normal. This delay is temporary and has been caused by a dramatic increase in demand for our products, whilst we have been reconfiguring our distribution centre to ensure that our staff are working safely and can continue to provide you with products that you have ordered.
We’re doing everything we can to ensure continuous and uninterrupted supply to our customers and we would be very grateful for your patience during this time whilst we catch up and bed in our new processes. We expect to be fully caught up in coming days and have also taken the decision to upgrade all deliveries affected to first class free of charge to make sure customers receive their orders as soon as possible.
Thank you for shopping with us and for your patience and understanding during these uncertain times.
We have been working closely with our delivery partners as well as our studio and label distributors, to maintain standard delivery times and maximizing availability of products and will continue to do so. We are also migrating our distribution operations over this coming weekend to ensure that we can continue to provide a good delivery service in the coming weeks and months ahead. We are of course aiming to minimize any disruption during this short transition process and anticipate service being maintained whilst we complete this migration, however, please bear with us in case there are any minor delays in receiving your orders.
Currently our UK delivery services via Royal Mail and Whistl are running well with no major disruption to our services but like all delivery services are experiencing high demand. We will continue to work closely with our delivery providers in the meantime.
The situation in Europe differs by country depending on individual government directives and the situation in specific regions and you may experience some delays to your normal delivery times. Please be patient and be assured with our working hard with our delivery services to get your products to you.
In order to protect our staff and their families and in line with government policy our customer service team are now working from home. As they adapt to working remotely there may be some delays to your normal response time. Be assured we will respond to your enquiry but may take a little bit longer than usual.
Delivery Options in
the United Kingdom
Your delivery options
vary, depending on what you’re ordering. Standard UK delivery is always FREE over £30. Delivery costs are calculated at basket. Your options are:
- Our standard delivery is via
second class post. This option takes 3-5 working days once the product is
despatched from our warehouse
- 1st Class delivery is
available. If you place your order before 12:00, it should only take 1-2
- If you're
feeling particularly eager to get your order as soon as possible, Next
Business Day delivery is also available. Again - provided the order is
placed prior to 12:00. Please note that this service is only
available Monday to Thursday. Any orders placed between 12:00 Thursday and
12:00 Friday will be delivered on the Monday following the weekend.
Lastly, please note, if the value of the items in your order when despatched exceeds £50 in value, we will upgrade your delivery to the next business day free of charge to allow you to track your order.
Please note that any orders placed after 12:00 on a Friday will
not be despatched until the following Monday and therefore delivered on the
Delivery Outside of
the United Kingdom
We ship almost our
entire range of products to all countries in the European Union. The
only exception to this is our hardware bundles. If you place an order for a
hardware bundle for delivery outside of the UK your order will be cancelled.
We're not being grouches, as they're such high value items we want to make sure
that they're delivered in the most safest and most efficient way. We're
working on a tracked postage solution for you and hope to resolve this as soon
as possible, stay tuned!
Delivery, we can offer you a standard 3-6 day delivery window, starting from
the very moment that the goods are despatched.
Please note that all
delivery times are subject to courier company. European delivery rates will be
calculated at basket depending on where you are and what you’re buying.
Please be aware
that, due to closures and changes caused by COVID-19, we are expecting to see heavy delays
to orders placed to Italy, but we are doing everything we can to continue operating
European Union Countries Include:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic,
Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania,
Slovakia, Slovenia, Spain and Sweden.
Q | How do I
select EU delivery?
Select the EU Delivery option when you get to the checkout. This will calculate
the correct total for you - otherwise the extra EU postage fee will be added
automatically after the checkout process is completed. Doing this will save you
Q | Do you ship
to outside the EU?
Currently, we do not ship to territories outside of the EU. We are looking into
delivery options at the moment and hope to be able to deliver before the end of
Q | How will I
know when my order has been sent?
As soon as your order is despatched from our warehouse, you'll be sent an email
just to confirm that it's on its journey to you (remember to check your spam if
you've not ordered from us before). You can check the status of your order in
your account by clicking here.
Q | Once my order has
been despatched, when will I receive it?
From the time you receive your despatch confirmation email we would expect you
to receive your order:
- For Standard UK delivery 3-5
working days for deliveries within the UK once goods are despatched. If it
does happen - on the off chance - to take any longer than this time period
to reach you, Royal Mail policy requests we wait 10 working days to pass
before classifying an item as "lost".
- 1st Class UK delivery: 1-2
working days once goods are despatched provided orders are placed prior to
12:00 (see above).
- Next Day UK delivery: next
day delivery as long as orders are placed by 12:00 Monday to Thursday
- Standard Delivery to all
other European Union Countries should take 3-6 working
days once goods are despatched provided orders are placed prior to 12:00.
Q | Do you
charge for delivery?
We offer FREE delivery on a wide range of our products. UK delivery is always free over £30. We offer a range of delivery
options at varying costs. Delivery to other countries in the European Union starts from £2.99.
Q | What do I do
if I have not received my order?
If your order doesn't arrive within 10 working days - contact us straight away
so that we can investigate further. Please note: if you do not receive
your order and you do not notify us within 30 days after despatch, we reserve
the right not to refund or replace it.
Q | One of the
items is missing from my order. What do I do?
We endeavour to ship your whole order in as few packages as possible but
sometimes items are sent separately. All items that should be in your package
should be listed on your delivery note. If this does not match, please let us
know straight away.
To give you some
peace of mind, we'll be sure to send you an email to let you know when each
item is on its way. Pre-orders placed with other items will be despatched
separately prior to release day.
Q | What happens
if I am not at home to accept my delivery?
Due to the size of most of our products, usually they don't
require you to be at home to take delivery as they will fit through your
In the event that you
have ordered products which will not fit through your letterbox, (and you
aren't in to take delivery) then the postal service will follow their usual
procedure. For UK orders this usually means a card is left to
notify you of an attempted delivery and the item will be held at your local
sorting office. For items attempted for delivery by a courier service they will
also leave a card and allow you to arrange for redelivery or collection.
Q | Am I able to
change the delivery address to something other than my registered PayPal
For the time being, we're unable to deliver your order to an alternative
address - meaning all items will be posted to the address that's linked to your
Q | Do you
deliver on Bank Holidays?
Bank Holidays are not classed as working days so we don't include these in our
estimated delivery times. On these days, you can expect your delivery on the
next working day following the Bank Holiday.
If you've got any more burning questions regarding our delivery options,
you can contact our customer services at email@example.com. You'll be
able to catch them Monday to Friday between the hours 8:30-17:30.