My delivery is later than estimated — what happens?

If your delivery is running late, we'll work to resolve the situation based on your order's status and our policy guidelines.

What we check first

Tracking status

• We verify if your package is still moving through the carrier network
• "In transit" but delayed packages are still on their way to you
• We'll provide updated expectations based on current tracking information

Policy timeline

• UK orders: If delayed beyond 10 business days from ship date
• International orders: If delayed beyond 20 business days from ship date

Resolution options available

If your package is delayed but moving

• We'll reassure you it's still en route
• Provide realistic updated delivery expectations
• Monitor tracking for further updates

If your order exceeds our policy window

For paid shipping orders:

• Full refund of shipping costs
• Compensation for the delivery delay

For orders considered lost:

• Free replacement order sent immediately
• Full refund if you prefer
• No additional charges for the replacement

How we handle your case

We always check carrier tracking scans before processing any refunds or replacements. This ensures we have the most current information about your package's location and status.

What happens next

Once we determine the best resolution for your situation, we'll process it immediately and keep you updated throughout. Our goal is reaching a solution that leaves you satisfied, whether that's a replacement, refund, or updated delivery timeline.

Updated on: 12/02/2026