FAQ

We primarily use Royal Mail for customer orders. This helps keep shipping costs down for our customers.

For international orders, Royal Mail handle the package until it leaves the UK, at which point it is handed over to a local courier in the destination country. In most instances, this is the country's national postal service, though there are exceptions.

In rare instances, we will ship with another courier (eg. UPS, DHL, FedEx, etc.) when the value of the package exceeds what Royal Mail will allow contents cover for. This usually only happens with orders over £250 of value which are international.

During regular periods, we aim to get packages out within 2-5 working days. During exceedingly busy periods (such as the weekend of a big product drop), packing and dispatch may take longer than normal as we attempt to keep up with demand.

Periodically we will be out of the country at different points in the year. During these times, orders may be packed and dispatched by a trusted family member, unless the time we will be away is less than 1-2 weeks. In those instances, orders will be packed and dispatched after we return. These time periods will be clearly notified on the main page of the website.

For Domestic Customers:

Orders typically take between 2-3 days on average to arrive after they have been dispatched. You will receive a notification once we have dispatched the order at a Post Office, at which point you can expect the item to arrive in the timeframe that matches your shipping option (1 Day for Special Delivery, 2 Days for Tracked 48/2nd Class). Please allow up to 14 days from the date which you receive a dispatch notification before reaching out to us, as Royal Mail has been known to take longer than anticipated on occasion.

For International Customers:

International shipping times can vary wildly based on a number of factors including destination country, geopolitical issues, natural disasters/phenomena, etc.

On average, customers in Europe report orders arriving within 2 weeks of dispatch, whilst the rest of the world can take much longer. We kindly ask that you allow 8 weeks from the date of dispatch before contacting us to begin a missing package claim. This is because packages have been known to take much longer than expected to arrive to the recipient, or can often end up being returned to us in Scotland. In the case of a returned package, we will reach out to you in order to determine if you would like to have the order re-sent or refunded.

We are legally obligated to report packages correctly. This will likely result in some fees for the customer to pay upon arrival in the destination country (domestic shipments do not incur import fees). It is up to the customer to check what fees they will be liable for upon arrival in the destination country, and if applicable payment. If an order is subject to fees upon arrival and the customer does not pay these when requested by their local courier and/or governmental body, the package may be returned to us in Scotland. If this occurs, we will reach out to arrange replacement shipping or a refund (minus shipping costs).

Due to ongoing disruptions in the customs policies of the United States of America, orders cannot be placed with an address in the U.S.A. at this time. We are looking into how to resolve this situation, but until we can fund a solution we have been forced to terminate services for U.S. customers for the foreseeable future.