I understand that it’s frustrating to not receive your order but please consider that if you have not paid for tracking, there’s no way of knowing if you post is delayed, lost or held up in customs. All orders are posted within 24-48 hours and sent as per your post selection. Before you leave a negative review that is a likely a factor related to the postal service, please contact me and I will try to resolve it, or make a claim on your behalf.

Once an order has been posted it is now the responsibility of the selected postal service to get your order to you. Unfortunately I have no capacity to influence this.

Please note (non U.K. orders)  If you choose to go for standard post there's no tracking available for your order, and it is only insured up to the value of £20.00. Many people ask me where their order is, who have not paid for tracking and therefore I cannot give any information as to its whereabouts. Although it is often longer than what the Royal Mail suggests is the usual delivery time. If you do want peace of mind for your order, and to have appropriate insurance to cover any loss (during delivery by the mail services), then I would suggest purchasing the extra cost for either tracking or signature. If a package is lost without this service, I can only claim for the wholesale cost of the product, not postage. I have often paid for a replacement and reposting fees to customers who have had the misfortune to have an order lost but it's unsustainable going forwards. I will of course attempt to resolve all issues as swiftly as possible. 

DHL express (guaranteed 3 days within Europe and 3-5 days on long haul) is available but will still offer Royal mail internationally but cannot say with any certainty how long it will take (often taking 3-4 weeks to arrive). If a DHL service is returned due to failure to communicate with with DHL or customs. The cost of the return will be deducted from the refund of the product ordered.

I work for myself and do not employ staff but rest assured that all deliveries are posted within a maximum of 48 hours of the order being placed. If orders are delayed it’s usually an issue with the post services (unless away on holiday but you will always be informed)..

Please note that some countries will charge import/customs and VAT duties on orders and that is not covered by your purchase. VAT is only charged on U.K orders.

For orders outside of the U.K. please include your phone number so customs can contact you if needed. If you do not and the post is returned you will unfortunately be charged for post again, if you require re-shipping.

Orders that are returned to me due to customs issues will be refunded the cost of the product minus the cost of postage. You can request to have it re-shipped by other means and you will be invoiced for the cost.

As from 5th May 2024. Orders for Pro E placed from Spain or Austria cannot be fulfilled anymore.

If you have a problem please let me know and I will do what I can at my end.

Thanks for your understanding.

Keith