Delivery Policy
Last updated: 18 August 2026
We aim to dispatch your order promptly and provide tracking information so that you can follow its progress.
1. Dispatch Days
We normally dispatch orders Monday to Friday.
We do not dispatch orders on Saturdays, Sundays or UK public holidays.
Orders placed outside our working hours will normally be processed on the next working day.
2. Same-Day Dispatch
Where the product is in stock and your order is placed before our advertised same-day dispatch cut-off time, we aim to dispatch it the same working day.
Our current same-day dispatch cut-off is 12 noon.
Orders placed after this time may still be dispatched the same day where possible, but same-day dispatch cannot be guaranteed.
3. Delivery Service
We currently use DHL for our standard delivery service.
Our standard delivery service is normally intended to provide delivery on the next working day after dispatch.
Delivery times are estimates and are not guaranteed and we only offer next working day delivery.
Occasionally, courier delays can occur because of weather, traffic, operational problems, high volumes or other circumstances outside our control.
4. Tracking
Once your order has been dispatched, tracking information will normally be provided by email and/or the courier.
Please use the tracking information to check the current status of your delivery before contacting us about a delay.
Tracking information is supplied by the courier and may not update immediately after an order has been dispatched.
5. Multiple Parcels
Some orders may contain more than one parcel.
Occasionally, parcels from the same order may become separated during transit and arrive on different days.
If part of your order has arrived but another parcel is still showing as in transit, please check the tracking information first.
If your complete order has not arrived after a reasonable period, please contact us.
6. Safe Delivery
The courier may provide options for delivery where you are not available.
If you provide instructions for a parcel to be left in a particular location, you are responsible for ensuring that the location is suitable for keeping hay dry and protected.
We cannot guarantee the condition of goods where a customer has specifically instructed a courier to leave a parcel in an unsuitable location.
However, nothing in this section limits your statutory rights where goods have been damaged or otherwise fail to comply with the law.
7. Delivery Address
Please check your delivery address carefully before completing your order.
We cannot be responsible for delays caused by an incorrect or incomplete address supplied by the customer, although we will make reasonable efforts to help resolve the situation.
8. Delivery Problems
If your delivery has not arrived when expected, please first check your DHL tracking information.
This may provide the latest information about:
- the parcel’s location;
- the expected delivery date;
- the delivery time slot;
- delivery attempts; or
- alternative delivery arrangements.
If tracking does not resolve the issue, contact us at:
Please provide:
- your name;
- order number;
- postcode; and
- tracking or consignment number, if available.
This will allow us to locate your order quickly.
9. Damaged Deliveries
If your parcel appears damaged when delivered, please refuse delivery. If delivered and left in a safe place, please take photographs of the packaging and product where possible.
Contact us as soon as reasonably possible at:
We will investigate the issue and advise you of the next steps.
10. Delivery Delays
We aim to deliver orders as quickly as possible, but courier delivery times are not always within our control.
If your order is delayed, we will take reasonable steps to assist you and investigate the issue with the courier where appropriate.
Your statutory rights are not affected by delivery estimates or this policy.