Shipping policy

Track and Trace:

Once you place your order, a Track and Trace link will be supplied allowing you to manage and see exactly where you delivery is while it makes its way to your doorstep!

Customs & International Shipping

Please note that once an order has been shipped, we have no control over customs processing or clearance times. International orders may be subject to delays due to customs inspections, import procedures, or other factors beyond our control.

Customers are responsible for any applicable customs duties, taxes, or import fees required by their country. We appreciate your patience and understanding if your package is delayed while being processed by customs.

Damaged Items & Claims Policy

We take great pride in ensuring every order is carefully inspected, securely packaged, and documented before it leaves our warehouse.

If your order arrives damaged, we will gladly investigate and work with you to reach a fair resolution.

Reporting a Damaged Item

Customers must notify us within 24 hours of the confirmed delivery time. Claims submitted after this period may not be eligible for a replacement or refund.

To submit a damage claim, you must provide:

• Clear photographs of the damaged product(s).
• Clear photographs of the original shipping box and all packaging materials.
• A photograph of the shipping label.
• A brief description of the damage.

Please retain all packaging and damaged items until your claim has been reviewed, as the shipping carrier may require additional evidence.

Verification of Claims

All damage claims are reviewed individually and are subject to verification.

We reserve the right to deny any claim that:

• Is submitted without sufficient supporting evidence.
• Is reported outside the required 24-hour reporting period.
• Appears to involve misuse, tampering, or damage occurring after delivery.
• Is determined to be fraudulent or intentionally misleading.

False or fraudulent claims may be reported to the shipping carrier, payment processor, financial institution, and, where appropriate, the relevant authorities.

Order Documentation

To protect both our customers and our business, every shipment is documented before dispatch. This documentation may include:

• Photographs of the products before packaging.
• Photographs of the completed parcel.
• Photographs of the shipping label.
• Shipment weight and tracking information.
• Packaging records maintained by our fulfilment team.

These records may be used when investigating damage claims, lost parcel claims, insurance claims, or chargebacks.

Chargeback Notice

We are committed to resolving any issues quickly and fairly. If you experience a problem with your order, we ask that you contact us first so we have the opportunity to investigate and resolve the matter.

By placing an order, you agree to contact us before initiating a chargeback or payment dispute with your bank, credit card issuer, or payment provider. We reserve the right to provide all available evidence in response to any chargeback or dispute, including but not limited to shipment records, tracking information, delivery confirmations, photographs taken prior to dispatch, package weight records, carrier correspondence, and all communications relating to the order.

Fraudulent or abusive chargebacks, including those filed after a successful delivery or without first attempting to resolve the issue with us, may be contested to the fullest extent permitted by applicable law.

By placing an order with us, you acknowledge and agree to these procedures, which are designed to protect both our customers and our business while ensuring a fair and transparent claims process for everyone

Failure to provide the requested documentation within the required timeframe may result in the claim being denied, as we may be unable to verify whether the damage occurred during transit or after deliver.