Orders & delivery
Yes. We despatch all our orders via Royal Mail. Regardless of whether you choose to have your order delivered via standard, priority, special or recorded signed for service, you will be able to track your parcel's progress.
When you receive your despatch confirmation, within the body of the email we will include a link to the Royal Mail website, which will then enable you to Track & Trace your parcel. Please be aware that information relating to your order may not be available to view immediately after it leaves us – if this is the case, please try again a little later.
If you chose to have your order sent overseas, including via our international signed for service, please call us on +44 (0)1983 813913 and we will be happy to assist you.
If you would like to send orders to more than one address, please place a separate order for each delivery address.
Yes, please enter your delivery address as normal during the checkout process. Please note that even when the name used on your delivery address is different to your billing address, your entire order will be sent to the delivery address along with any complimentary items and paperwork.
For a full list of our delivery options and prices please see our delivery information page.
If you have chosen to have your order despatched via standard UK delivery, please allow up to 7 working days for your order to arrive. If it is already after 7 working days, we recommend that you first contact your local sorting office to check if they are holding it for you. If they do not have your parcel, please call us on +44 (0)1983 813913 and we will be happy to investigate this for you.
If you have chosen to have your order despatched via special or recorded signed-for delivery, including our International signed-for service, please call us on +44 (0)1983 813913 and we will be happy to investigate this for you.
Yes, we are happy to include an instruction requesting that your parcel is left in a secure place such as a shed, a porch or with a neighbour. We are unable to include instructions that request that the parcel is left somewhere which is not secure, such as in the garden or in a bin. If you wish to request that your parcel is left in a secure place, simply select an option from the ‘If not in when delivering’ dropdown menu during Step 1 - Delivery of the checkout process. Deliveries which are sent using a service that requires a signature, such as Special Delivery and Recorded Delivery, cannot be left without a signature.
Yes, we deliver around the world to 80+ countries.
If your order is being shipped outside the UK, customs charges and taxes may apply that you will need to pay directly. Please check these requirements with the relevant authority before placing an order.
We may at our discretion require payment by bank transfer rather than by credit card prior to shipping.
Yes, please enter your delivery address as normal during the checkout, selecting BFPO in the country field.
When ordering online, you can always double check that an order has been successful by checking your order history. To do this, go to ‘My Account’ and then select ‘My order history’. This will show you all successful orders along with the order status. If you experience any issues, please call our Customer Centre on +44 (0)1983 813913 to place your order over the phone.
While the order is a gift, and the parcel could be marked as such, customs authorities still require the value of the gift item(s) to be declared onto the parcel. To receive the parcel the gift recipient could be charged import duty and sales tax charges, which must be paid by them directly. We would recommend checking these requirements with the relevant local authority before placing an order.
The gift recipient is not obliged to pay the import duty and sales tax charges; however, they won’t receive the parcel until they do. If the customs charges are not paid the item is usually held for a few weeks, and if still unpaid the parcel will be returned to sender, incurring return postage costs. To learn more, you can contact the relevant local authority before placing an order.
Our processes relating to overseas parcels have recently been updated to ensure that we meet overseas shipping and HMRC legislation. Where previously the parcel would have been marked as a gift, with a zero-value declared, customs authorities require the value of the gifted item(s) to be applied directly onto the parcel, and so customs or sales tax may apply that will need to be paid directly by the recipient.
Yes, customs authorities require us to state the value of the items directly onto the parcel, this includes each of the monthly Cleanse & Polish™ deliveries. To receive the parcel the gift recipient could be charged import duty and sales tax charges, which must be paid by them directly.