Delivery, Payment & Returns

UK and European shipping options available

We now ship all orders within Europe (ex Channel Islands) with DDP (Delivery Duty Paid) shipping. This cost is included at checkout, so you will not be charged additional customs fees on arrival.

Orders from outside the UK and Europe will be subject to Import VAT, Duties & Handling fees, payable to your own country when it arrives.

You will be responsible for any VAT and customs costs. Under no circumstances can we reimburse them.

Easter Opening Times

We will be closed from the 29th of March to the 2nd of April. All UK orders placed after 3pm on the 28th of March will be shipped on the 2nd of April.

Please add your item to the basket and select your country to get a postage quote. Standard delivery is now Free to mainland UK, we also ship to most of Europe and parts of the Middle East.

Your order will be shipped as soon as possible. We post Monday to Friday (Excluding Public Holidays) and have daily collections by Royal Mail. We aim to dispatch all UK orders placed before 3pm, the same working day.

International orders will be dispatched asap. We can usually dispatch the same working day if the order is placed by 12pm UK time.

This excludes pre-orders.

You’ll be given an estimated delivery time at checkout based on the shipping option you choose. Please note, working days are Monday to Friday and don’t include weekends.

Tracking is only made available for Express deliveries.

UK Customers

We ship from within the UK, ensuring that there are no additional customs fees for deliveries to mainland UK addresses. However, customers in the Channel Islands or other areas outside the UK VAT scope may need to pay customs fees.

European Customers (Ex Channel Islands)

We ship all orders Delivery Duty Paid (DDP). This cost will be included at checkout, ensuring you will not pay any additional customs fees upon your order’s arrival.

Rest of the World

Orders from outside the UK and Europe will be subject to import VAT, duties, and handling fees, payable in your own country upon arrival. We cannot provide these costs in advance, as they depend on a number of factors.

You will be responsible for any VAT and customs costs. Under no circumstances can we reimburse these expenses.

If your package is marked as delivered but not received, please first check around your property, any safe places, and with neighbours—it may have been left there. Review the delivery details and any driver-provided images in the online tracking for clues. If still missing, notify us within 48 hours. We’ll investigate, reviewing GPS data, delivery photos, and coordinating with couriers.

Refunds or replacements depend on the investigation’s outcome and courier accountability for any delivery issues. If evidence confirms correct delivery, we’re unable to offer a refund or replacement to safeguard against fraudulent claims and ensure our service’s sustainability.

Your cooperation in providing any relevant information during our investigation is appreciated. For any delivery issues or questions, please get in touch.

We accept payment by Paypal and by Credit / Debit card through Braintree.  All product prices and delivery charges are shown in UK pounds sterling. Your payment card company / Paypal will perform any currency conversion.

Please contact us as soon as possible, usually we can make minor adjustments prior to shipping if an obvious error has occurred. For alternative addresses we will usually need to cancel the order to comply with our payment providers regulations.

You are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if monies have already been taken. You can cancel an order by emailing us at [email protected] and quoting your order number.

We appreciate your business and aim to ensure your satisfaction with our products. If you find yourself not completely satisfied with your purchase, you are eligible to return the item for a refund within 30 days of purchase.

Our products are covered by a basic 30-day warranty for any faults not specified in the product description. For brands like XIM, Titan, and Brook, for which we are the UK distributors, we extend a 1-year manufacturer’s warranty.

Should you encounter a fault with your item after the initial 30-day period but within the manufacturer’s warranty, we will endeavor to repair or replace the item, rather than issuing a refund.

Please note that the cost of returning an item generally falls on the buyer. However, in cases where there is a clear fault confirmed by the manufacturer – for instance, if Xim tech support has conducted troubleshooting and acknowledged a defect – we will cover the return postage.

We are unable to refund outbound postage fees and any customs-related charges if the product is found to be without fault.

For a return to be accepted, items must be in their original, resalable condition, complete with all components, including boxes, cables, and instructions. If we receive a return that is missing any of these elements, we reserve the right to deduct a reasonable amount from the refund to account for these deficiencies.

To initiate a return, please contact us at [email protected] or through our contact form. Ensure you include your order number or the email address used at the time of the order. Returns that have had security stickers removed or altered will not be accepted.

We value your patronage and are committed to providing a smooth and fair return process.

Please check your spam and junk mail folders, if the confirmation has not arrived within 1 hour please contact us.

We don’t offer same day delivery, our express option is usually next working day for UK and most of Europe.

Unfortunately we don’t have a brick and motor store so collection is not available.

Still have a question?

Please contact us for more information.

Get in touch