How timings are counted

Business day

Monday to Friday. Saturdays and Sundays are excluded, unless a weekend delivery option was offered to you at checkout. Public holidays are factored in.

Dispatch window

Counted from the day you order. One to five business days.

Delivery window

Counted from the day your order is dispatched, not from the day you ordered.

Delivery date

Projected dispatch date plus transit time. Transit time depends on the shipping speed you select.

“Order within” countdown

The window in which you must place your order to receive it by the date shown. That date can change before you complete checkout.

Confirmed delivery date

The date stated in your order confirmation email. This is the date that counts.

Thresholds and what happens at each

Day 5, no tracking

Check your junk and spam folders first. Shipping confirmations are filtered there routinely. If it is not there, contact us and we will locate it.

Day 6, not yet shipped

Already escalated to our fulfilment team automatically. No action is required from you. Allow three further business days, within which we will email an update and your tracking number.

Within the delivery window, tracking static

Normal. See why tracking goes quiet below.

Past 20 business days (US)
Past 25 (international)

Allow a further five business days. Orders that run long typically arrive on or shortly after the 20th or 25th business day.

Past 30 business days (US)
Past 35 (international)

We investigate. Delays of this length are monitored by our team and escalated to our fulfilment manager. We follow up by email within two to five business days. Nothing is required from you in the meantime.

30 days from purchase, not delivered

You are entitled to a free replacement, provided tracking does not show the order as delivered. See the refund policy.

Why tracking goes quiet

While your order is still inside the 7–20 or 10–25 business day window, static tracking is expected behaviour rather than a fault. There are four causes.

1. First scan happens late. Often the first scan does not occur until your parcel reaches a regional hub near you. During peak periods, when carriers process parcels in bulk, this can take a while. Until that scan, the carrier has not formally confirmed receipt.
2. First scan happens at delivery. On some routes it is the only scan.
3. Database lag. Tracking systems update behind the parcel's actual position.
4. The shipment is not trackable. Standard International in particular. Your order is still in transit and will arrive by the 20th or 25th business day at the latest.

Track your item

Free and expedited shipping

Free Shipping

Delivers within 7 to 25 business days. To keep it free we route these orders by the most cost-effective method available, so dispatch can take longer than you might expect. An order that has not shipped yet is still on schedule and will arrive inside that window.

Expedited Shipping

Offered rarely — keeping our pricing where it is depends on not routing orders this way as a matter of course. When available it appears at the shipping step during checkout. Delivery runs 7 to 15 business days in the US and 10 to 20 business days internationally.