Orders MUST be placed before 10AM for same-day dispatch (Monday-Friday). If an order is placed after this time, it will be dispatched on the following working day.
We respond to queries Mon-Fri 9-4.30pm.
IMPORTANT: If you have missing items, please refer to "Damaged/ missing items from Orders".
Postal Service Guide
Parcelforce Next Working Day Guaranteed: This option is available for qualifying orders. This is a next working day service. The delivery aim is one working day. Tracking number provided.
Parcelforce 24: The delivery aim is 1-2 days (some areas, including the Scottish Highlands are expected to take 48 for delivery). Tracking number provided.
Parcelforce 48: The delivery aim is 2-3 working days. Tracking number provided.
Parcelforce Saturday Delivery: Orders must be placed by 2pm on Friday. Orders received after this time will be sent on Monday and will not be received until Tuesday.
Royal Mail 2nd Class: This service does not have parcel tracking. The delivery aim is 3-5 working days.
Royal Mail 2nd Class Tracked; Royal Mail 48 Tracked: Delivery Aim 2-3 working days. Tracking number provided. This service is available to all UK areas, offshore islands, and BFPO postcodes.
Tracking your Parcel
Royal Mail: Please enter your tracking number at: https://www.royalmail.com/track-your-item
Parcel Force: Please enter your tracking number at: http://www.parcelforce.com/track-trace
PLEASE NOTE THAT BREXIT AND THE PANDEMIC HAVE CAUSED LONGER DELIVERY TIMES, ESPECIALLY OUTSIDE EUROPE.
PLEASE ALLOW 2-3 WEEKS FOR YOUR PARCEL TO BE DELIVERED BEFORE CONTACTING US.
Products under the scope of the Tobacco Products Regulation are not available for delivery to member states who have imposed cross border sales restrictions.
Products outside the scope of TPD are generally available unless other restrictions are in place. PLEASE NOTE: WE NO LONGER SHIP ANY PRODUCTS TO ALBANIA, ALGERIA, ESTONIA, DENMARK, MONTENEGRO, AND LEBANON.
We offer the best International Delivery prices open to us on a country-by-country basis. Customers are liable for checking customs regulations in the recipient state. We cannot accept liability for packages once they have left the UK. Any goods that are refused by your Country's Custom/ Imports will only be refunded once have been returned to us, minus the shipping fee that was applied to your order. We won't refund any shipping fee if the reason for a returned package is "Unclaimed" or "Wrong/incomplete Address"
NB: customers in Jersey, Guernsey, the Isle of Wight, the Isle of Man, the Isles of Scilly, Northern Ireland, and the Scottish Highlands and Islands may find the Royal Mail offers far lower postal rates.
Delivery to Work/Business Addresses
If you choose to have your order delivered to a place of work or business address, please think about who might be there to receive it. We cannot be held responsible if a colleague, receptionist, security guard or similar accepts the order and doesn’t pass it along to you. We consider the order delivered when anyone at the address you provide for delivery accepts the package and we will not accept claims for non-delivery in these circumstances.
Damaged/ missing items from Orders
If you have received a parcel with missing or damaged items, you should notify us within 2 weeks from the delivery date.
In most cases we will request photographic proof of the packaging, the content of the box/envelope and the picking sheet. Please don't dispose of the picking sheet and packaging until you have taken enough pictures of the content.
Provided that the item was faulty or damaged in transit, we will refund you the price you paid or we will issue a resend.
We don't take into consideration damaged/missing items if you notify us after 2 weeks from the date of the delivery.
Late/Missing Postal Orders
IF YOU HAVEN'T RECEIVED A PARCEL YOU WERE EXPECTING FROM US, YOU SHOULD NOTIFY US BY E-MAIL OR PHONE WITHIN 2 WEEKS FROM THE DATE OF ORDER.
All orders are sent via Royal Mail and Parcel Force, who can take longer than the expected delivery times occasionally.
Very rarely a parcel can be lost in the post. When this does happen we have to follow Royal Mail’s claim procedures.
A claim against Royal Mail for lost items can’t be started for 15 working days, but we start our own investigations after 10 working days. So please give it a little time and let us know if your order hasn’t arrived within these timescales.