Due to unprecedented demand and ensuring our staff remain safe as we process your orders, we are running a little behind. Our warehouse team are working hard to ensure you receive your essentials as soon as possible but please expect a 48 hour delay to the dispatch of standard delivery orders.
Please read within our COVID-19 response below for more information regarding delivery.
In response to COVID-19, although we are continuing to deliver, we would like to seek your understanding and apologise in advance for any delays you may face with regards to your orders.
Our warehouse is situated in the UK as part of being a global company and due to the current COVID-19 situation, we need to prioritise the wellbeing of our workers and create a safe working environment following the social distancing rules which would affect the packing times of the parcels. Flights out going has also been limited and cancelled and our team is working hard under these conditions to continue to fulfill all orders. Lockdowns happening in countries within Asia is also affecting the logistics team to operate at their usual pace.
We thank you for your understanding under these unusual times.
Estimated delivery times may vary during peak shopping periods such as the Chinese New Year, Singles Day, Black Friday, and any shopping campaigns and during public holidays as logistics delivery services and custom offices may not be operating.
Please note, most products will be despatched from our warehouse in the United Kingdom, some will be despatched from our warehouse in Hong Kong. Estimated delivery times may vary during peak shopping periods such as the Easter, Mother's Day, Father's Day, Singles Day, Black Friday, and any shopping campaigns and during public holidays as logistics delivery services and custom offices may not be operating.
Working days include Monday to Friday, excludes Saturday, Sunday and public holidays.
If you are not offered Standard Delivery in your basket, this will be because your products have exceeded the weight, volume or dimension limits and you will be offered the next appropriate alternative.
Please check the following before getting in touch. Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.
Sign into your account to check we have the correct delivery address for your order and your contact details are up to date. Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange re-delivery. Check with your neighbours to see if they have accepted the parcel on your behalf.
Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
If you still cannot locate your order we ask you to please allow 30 days to pass before reporting your order as missing.
Please contact the customer service team by clicking 'Message' within your account, Live Chat (please allow a few moments for the system to show as available) or Facebook Messenger.