Shipping and delivery
How your parcel travels, how long it takes, and what happens if you are not there when the courier rings.
Delivery times
The delivery time shown when you order is an estimate, not a fixed date. What we commit to is this: your order leaves without undue delay and is delivered within 30 days of the contract being concluded, unless the product page states a longer maximum time for that specific item.
Deliveries are made on working days only. Actual times depend on the destination and can be affected by weather, strikes and other events outside our control.
Orders paid on delivery are dispatched only after the confirmation call. If we cannot reach you, the clock does not start, which is why answering that call is the fastest thing you can do to get your parcel.
Shipping costs
Where shipping costs apply, they are shown clearly before you confirm the order and repeated in the order confirmation. The amount can vary with the destination, the delivery method and the order total. Nothing further is due beyond the total you confirmed, except the cash-on-delivery fee where your country applies one, which is also shown in advance.
Where we deliver
We deliver to the countries that can be selected when you place your order. The parcel goes to the postal address you give us, so please check it during the confirmation call: a corrected address costs a minute on the phone and a week once the parcel is in transit.
Following your parcel
When we hand the goods to the courier we send the order confirmation, including the tracking number where the courier provides one. You can follow it on our tracking page.
If nobody is home
| Day 1 | The courier attempts delivery. If you are not there, the parcel goes to a local depot. |
|---|---|
| Up to 10 days | The parcel stays available for collection. The courier emails you a link to release it or to schedule a new delivery. |
| The following 7 days | Last window to collect it. If nothing happens, the parcel is returned to us and the contract ends. |
If anything goes wrong during this process, write to customer service and we will arrange the release with the courier.
Checking the parcel on arrival
Before you sign, check that the number of items matches the delivery document and that the packaging is intact. If something is damaged or has been tampered with, raise it with the courier immediately: either refuse the delivery, or write accepted subject to inspection on the document they hand you. Then tell us promptly.
Doing this does not cost you anything and it does not affect your other rights: the right of withdrawal and the legal guarantee of conformity apply in any case.
Events outside our control
Force majeure, unavailable transport and other unforeseeable events may force us to split, postpone or cancel a delivery. If that happens, we tell you and, where the order cannot go ahead, any amount already paid is refunded.
Where is my order?
If the estimated window has passed and you have heard nothing, write to us with your order number. Contact customer service, seven days a week, 08:00-14:00 / 16:00-20:00.