Questions, answered.

Most UK parcels are delivered next working day after dispatch. International consignments depend on origin and customs, and typically take 1–3 weeks; the estimated delivery date is shown on your tracking page and updates as the consignment moves.

Tracking updates at each scan point, not continuously, so there can be a gap between checkpoints — particularly during international transit and customs clearance. If there’s been no movement for several working days, contact support with your consignment number.

For international consignments, your parcel must clear UK import customs. This is a normal, automated step and usually completes within a few working days. We never ask you to pay a fee to release a parcel by text or email — any duties due are handled through official channels only.

Our driver will leave a card and attempt redelivery the next working day. You can also arrange a redelivery date or collection from your local depot via the tracking page.

If the consignment hasn’t yet been loaded for final delivery, we can often redirect it. Contact support as early as possible with your consignment number and the new address.

We’re sorry — that’s a failure on our part. Report it within 7 days via the contact page with your consignment number and photos, and we’ll process a claim. See our Terms of Carriage for full details.

Standard delivery is Monday to Friday. Saturday delivery is available on selected services — ask your retailer or our team.