Shipping & Returns Information
Most goods will be sent via a Tracked Second Class service (UK for orders up to 2kg). EU and Rest of World (ROW) will be sent on a Royal Mail Tracked and Signed service. Should you wish for your goods to be sent via a different method, please contact us directly with your order on email@example.com and we can work out costs on an individual basis for you.
Our postage charges are based on the weight of orders and the necessary packaging required and will be automatically calculated at the point you enter your address on the Cart page. Postage is calculated per 100g (including picking and packaging costs) up to a total of 2kg and broken down into the following regions:
- EUROPE (EU)
- REST OF WORLD (ROW)
Very occasionally we have to despatch items separately, as we have two fulfilment locations. If you order more than one product from us, you may receive two parcels and separate shipment confirmations. Multiple item orders from separate despatch locations, will have higher shipment costs in order to cover the additional postage charges.
We may use different carriers for tracked orders over 2kg.
Orders weighing over 2kg and up to 4kg are charged in additional 250g increments, and those between 4kg to 6kg are calculated in 500g increments to overseas addresses.
All postage costs will be revised annually in line with UK Royal Mail prices.
Your goods should usually arrive within 2-3 working days (from the date of despatch when the goods leave our warehouse). However, please allow a little longer for deliveries to the Scottish Highlands and Islands, offshore locations and Northern Ireland. If you have not received your goods within 10 working days, please send us an email firstname.lastname@example.org.
European Orders and Rest of World Orders
For any delivery outside of the UK, you will need to allow longer (approx. 5-14 working days from despatch) before you receive your goods. Occasionally Customs hold items for additional checks, which can delay things further. Delivery to Rest of World and EU countries may result in import duties payable on receipt of the goods. You will be liable for these duties.
Due to EU VAT rule changes as of 1st July 2021, orders of 150€ and under will be processed via the IOSS system and local tax will be charged at checkout. On orders over 150€ local VAT and duties will be charged in the EU.
We will endeavour to ensure that all items listed on our website are in stock, but we cannot guarantee this at all times. The publication of the products on this site does not constitute an offer for sale. Orders are usually processed and products despatched within 5 working days from receipt (excluding bespoke Custom Edition orders, which can take up to 10 working days from date of receipt to despatch). In the current pandemic climate, things may take a little longer, but we will endeavour to keep you informed of any delays.
We hope that you are entirely satisfied with your purchase; however, should you wish to return an item we will be happy to exchange or refund it within 30 days of receipt.
Most orders are posted from our London N18 depot, so please use the form and sticker that was enclosed in your parcel. The full address is below:
If your item was mailed from our Cobham unit (please check 'from' label on parcel), please use the form below.
Please download this Returns Form (Cobham) and follow the instructions included.
The item must be returned to us in its original condition with all of the packaging, labels and tags intact.
Goods must be returned at your cost. We will not refund postage costs unless the item is faulty, or we have sent the wrong item. We recommend that you use recorded/signed for delivery to return any item/s to us.
Always get a Proof of Posting Certificate from the Post Office – we cannot be held responsible for goods lost in transit.
Please allow up to 14 working days for postal returns to be processed.
For more details please contact email@example.com.
Click to see Cool Flo terms & conditions.