Shipping & Returns

Shipping

Destinations and parcel weight

We ship to destinations in the Middle East, the European Union, South America, North America and Australia. Contact us before ordering if you are unsure whether your address is served or need delivery to another destination.

The 20 kg threshold refers to the total weight of the packed parcel, including its packaging. Parcels weighing exactly 20 kg are included in the small-parcel arrangements below.

Shipping charges, duties and taxes

Shipping charges depend on the destination and packed parcel weight. We do not currently offer free shipping. For parcels over 20 kg, please contact us for a quote before ordering.

Our default shipping quotes use Delivered Duty Paid (DDP). These quotes include international transport, customs clearance, import duties and taxes, so you do not pay those charges separately when receiving your order.

If you prefer Delivered at Place (DAP), please contact us before ordering to agree the shipping arrangements and quotation.

If the shipping cost is too high, contact us to discuss a slower service or sea freight. We can also discuss your own freight forwarder or a specific shipping service.

Dispatch and estimated delivery

For parcels with a packed weight of 20 kg or less, we dispatch within 3 calendar days after payment confirmation.

After we dispatch your parcel, the logistics warehouse may send it onward the same day or need approximately 3–5 additional days to schedule its departure. This is the logistics warehouse's scheduling time.

Estimated transit time is 7–15 calendar days after departure from the logistics warehouse. Arrival may be a few days earlier or later depending on the destination. This is an estimate rather than a guaranteed arrival date.

The small-parcel transit estimate does not apply to sea freight. Timing for parcels over 20 kg or a specially arranged route will be discussed with customer service.

Tracking, delays and lost parcels

After dispatch, we send your tracking details and a link to Track Your Order by order email. No account is required: use your order number and checkout email to check the latest available shipment updates. If you are signed in, the tracking page shows orders linked to your account automatically. Tracking details are also available in My account. Contact us with your order number if you cannot find the tracking information.

If your small parcel has not arrived 15 calendar days after we dispatch it, contact us. We will check its progress and the expected arrival time with the logistics service.

If the parcel is confirmed lost, we will agree the next step with you. You may choose a replacement or a refund.

Track your order. For quick guidance, read our FAQ about delayed or lost parcels.

Changes and cancellations

Contact us as soon as possible if you need to change your items, quantities or delivery address, or cancel an order. Early notice helps us make changes before packing.

An order can be cancelled before it is handed to the carrier, even if it has already been packed. Once handed to the carrier, it cannot be changed or cancelled.

Returns & Refunds

Damaged, incorrect or missing items

Please contact us promptly with your order number and a description of the issue so we can agree a suitable solution.

For damaged or missing items, we will agree compensation for the affected items and an additional goodwill adjustment based on the extent of the issue.

If we sent an incorrect item that you can use, we will discuss compensation with you. If you cannot use it, you may keep it at no charge, and we can arrange replacement of the items you ordered.

For issues caused by our mistake, we agree a suitable solution without requiring you to return the affected items.

Change-of-mind returns and custom products

We do not offer voluntary returns for a change of mind or other personal reasons. Custom-made products are also not eligible for voluntary change-of-mind returns; their specifications are agreed with you during the customization process.

If an item is damaged, incorrect or missing, contact us using the process above. The change-of-mind restriction does not remove remedies for these issues or any rights you have under applicable consumer law.

Your statutory consumer rights

These are our voluntary return and exchange terms. If mandatory consumer law gives you a right to cancel, return goods or receive a remedy, that right takes priority over this policy, including its exchange deadline and condition requirements.

For eligible online consumer purchases subject to EU withdrawal rules, you generally have 14 calendar days from delivery to notify us that you wish to withdraw. Exceptions can apply to goods made to your specifications or clearly personalized. These exceptions do not remove remedies for faulty or misdescribed goods.

Contact us to exercise an applicable statutory right or arrange a return. Customer service will provide the return address. Any required refund of delivery charges and statutory refund deadlines take precedence over our general refund arrangements.

Exchanges for standard products

For standard, non-custom products, you may request an exchange within 3 business days after receipt. The goods must remain intact and suitable for resale. Packs may have been opened, provided the goods still meet these conditions.

You pay both the return shipping cost and the shipping cost of sending the exchange items to you. These two shipping charges are calculated separately.

Contact customer service before sending any goods back. We will provide the return address and confirm the exchange arrangements. Send us the return tracking number so we can follow the shipment.

Refund method and timing

Once you and our customer service team have agreed the refund, we normally initiate it within 1–2 business days. Refunds are generally sent through the original payment method.

The time it takes to appear in your account depends on your payment provider or bank. Any payment-provider fees also depend on the payment channel. Contact us if you need help checking the progress of your refund.

This policy does not affect any rights you have under applicable consumer law.

Contact us

For shipping or return enquiries, contact us with your order number, or the product SKU and quantity if you have not ordered yet.

For quick answers about products, packs and orders, visit our FAQ.