New package or full refund. Guaranteed.
If your order is damaged in transit, doesn’t arrive on time or only partly arrives, we send you a new package or refund you in full, your choice. Tell us within 8 weeks of the ship date, with your order number.
Our delivery guarantee · Last updated October 2026 · [email protected]
If your order is damaged, late or missing.
Your choice, back to the card you paid with.
You only pay for what you received.
Claim within 8 weeks of shipping.
When the guarantee applies
Damaged in transit
We send a new package or refund you in full, whichever you prefer.
Didn't arrive on time
Wait 7 days past the standard delivery time, then tell us. Same choice: new package or refund.
Only part arrived
You're only charged for what you received. We refund the rest.
On hold or being returned
If tracking says on hold, delayed or return to sender, contact us straight away.
Your questions, answered
What does the guarantee cover?
Parcels that arrive damaged, arrive late or don’t arrive at all.
If your order is damaged in transit, doesn’t arrive on time, or only part of it arrives, we’ll put it right. You choose: we send you a new package, or we refund you in full.
What if only part of my order arrives?
You only pay for what you received.
If only part of your order reaches you, you’re only charged for the items you received. We refund the payment for anything that didn’t arrive.
How long should delivery take?
12–15 days from dispatch.
Standard delivery takes 12–15 days from dispatch. Customs checks can add 3–21 days in some countries. Please keep this in mind before you report a parcel as late.
When should I contact you?
7 days after the standard delivery time, or straight away if tracking shows a problem.
If your parcel hasn’t arrived 7 days after the standard delivery time, contact us and we’ll find out what’s happened.
If the delivery service tells you your parcel is on hold, delayed or being returned to sender, don’t wait. Contact us straight away so we can help sort it out.
Tracking says my parcel is on hold. What do I do?
Contact us straight away.
If you get any notice that your parcel is on hold, delayed or marked for return to sender, contact us as soon as you can. Shipping problems are a priority for us, and acting early gives us the best chance of fixing them. You can also track your order yourself.
How do I make a claim?
Email or call us with your order number.
Email [email protected] or call +1 251-332-4105 with your order number and what’s wrong. If your parcel arrived damaged, please include photos. Tell us whether you’d like a new package or a refund.
Is there a time limit?
Yes. Tell us within 8 weeks of the ship date.
Claims for lost or missing parcels must reach us within 8 weeks of the ship date. Claims after 8 weeks aren’t eligible for a new package or refund.
What if I gave the wrong address?
We can reship, but the new package is charged.
The guarantee needs the shipping address you gave us to be correct. If it was wrong, we can still send a new package, but it’s charged. When the original parcel comes back to us, we’ll contact you about a refund.
See our refund and returns policy for the full details.
Something wrong with your order?
Have your order number ready and tell us what happened. We’ll put it right.